Analysis of Human Resource Management in Service Industries (Unit 9)

This report analyzes Human Resource Management (HRM) within the service industry, specifically focusing on the Hilton Hotel. It explores the role and purpose of HRM, highlighting its functions in recruitment, training, employee relations, and performance management. The report examines the roles of HRM, including job analysis, employment issues, and participation in organizational planning. Furthermore, it justifies a human resource plan based on supply and demand analysis, considering both internal and external factors. It presents a demand analysis, including sales conditions and vacancy analysis, alongside a supply analysis with skill inventories and labor market assessments. The report also assesses the current state of employment relations, discussing advantages of effective employee relations and challenges. Finally, it discusses how employment law, including the Data Protection Act, Employee Relations Act, Equality Act, and Work and Families Act, affects HRM in the hospitality industry, concluding with the importance of HRM in managing and monitoring employee performance, especially with new service initiatives.

Human Resource Management
for Service Industries (Unit 9)
Task 1

 Human resource department of any organization is developed to
benefit the most valuable asset of the company who are the
employees or the staffs of the organization Hilton hotel currently has
more market share than its fiercest rival in the industry Marriott
International in the UK. This is due to the effective and quality
services produced for the guests during their stay in the hotels. The
hotels and resorts of the organization possess services like spa,
fitness room, barber shop and sauna rooms apart from the
restaurants.
Introduction:

Analyse the role and purpose of Human
Resource Management in a selected
service industry (Hotel, Restaurant…):
 HRM has various functions like staffing
and looking after the issues and
performances of the employees.
 Human resource management of Hilton
Hotel also take cares of the employee
policies and payment issues (Armstrong
and Taylor, 2014).
 HRM looks after the functions of
recruitment, training and development of
the staffs in an organization.
 HRM of Hilton Hotel is hugely responsible
for bringing out the best potential of the
employees.

 Purpose of Human Resource management
is to create a positive environment in the
workplace for the employees.
 The objective is to establish a quality
employee management system
 Initially, the objective of the HRM is to
recruit the most sophisticated and qualified
employees in the organization.
 After that, the chosen employees are
clarified about their job role in the hotel
industry
 Adequate training and development
programs are set up for employees.
 HRM of the Hilton hotels also look forward
to mitigate any employee issue.
 The issues involve payment problem,
performance problems and communication
issues.
Purpose of Human Resource
Management:

Purpose of Human Resource
Management:
 In future, these practices can lead to
competitive advantage in the market
and also in increasing the market share
of the organization.
 The profit rates of the Hilton hotels will
also increase as more and more
customers will start to choose to stay in
the resorts of this organization in
holidays.
 The Hilton hotel management also has
performance management and
incentive
 Purpose of these departments is to be
aware of the service of the employees
in hotels.
 They take care of the appraisals and
incentives of the employees for good
job performances.
 The purpose of HR managers of Hilton
hotels are to constantly motivate and
monitor the performances of the staffs

 Here are the few roles of HRM in
Hilton hotels and resorts.
 Job Analysis: the recruited or
existing employees must be
clarified of their job roles.
 Thus, the HR personnel of Hilton
Hotels gather information about the
job roles of every department in the
hotels and resorts (Ashton, 2018).
 Issues of Employment:
 Thus it is the responsibility of the
HRM of Hilton hotels to hire staffs
with proper skills that set them
apart from other employees from
different hotel organization.
 The HRM of Hilton hotels perform
functions like wage management,
retention and understanding the
employee demands.
Roles of HRM

 Participating in planning and development of
the organization: Human resource managers of
Hilton hotels also act as partners of the
management of the organization.
 Organizational objectives, goals and missions are
identified by the HR managers
 These objectives are executed properly with proper
engagement with the employees.
 Participation of HR managers helps the HR
personnel to effectively understand the overall
activities of the hotels and resorts
 Employee mentoring and morale: HRM of Hilton
hotels are responsible of proper delegation of work
to allow employees to observe
 HRM also acts as guidance to the employees.
 HRM of Hilton hotels also try to boost the morale of
the employees as it is linked with the job
performance of the staffs.
 Employee engagement and development programs
are also organized to increase the morale of the
workforce (Domínguez-Falcón et al., 2016).
Roles of HRM

Roles of HRM:
 Legal aspects: HRM of
Hilton hotels should also
be aware of the
legislations and
regulations of employment
laws.
 There are situations
where Hilton hotel
management recruits
more employees and there
are times when there
remains a shortage of
employees.
 In these conditions,
employees may be
subjected to harassments
or unprofessional

 HRM of the organization also determine the issues and
benefits of the plan. At first, the HRM gathers information
about the main workforce of the hotels and resorts
(Gruber et al., 2015).
 After that, the gathered data is used to analyze the
recruitment demands, possibility of supplies and
retention rates.
 n this way, the HRM will gain adequate knowledge about
the stakeholders and their departments with an
assumption of current trends and analysis.
 HRM of Hilton hotel also develop certain policies for long
term success of the company. HRM also manages the
quality of services along with the prospect of increasing
production of the Hilton hotels.
 Thus, a forecast of demand and supply rates of
employees in Hilton Hotels is presented to identify the
internal and external supplies of the company for future
needs (Gruber et al., 2015).
Justify a human resource plan based on
an analysis of supply and demand for a
selected service industry business:

 There are several internal and external factors that play
key roles in demand analysis of Hilton hotels and resorts.
 External factors encompass the laws and legislations of the
UK government regarding recruitment of the hotel staffs,
economic structure etc.
 Internal factors of the demand analysis are budget situation
and new services like spa, sauna rooms and fitness rooms
in hotels for the customers.
 Here are few points about the analysis.
Demand Analysis:

 Sales Condition: as per the forecasts of the
management experts, the sales growth at
the end of this financial year for Hilton hotels
and resorts is estimated to be around 8%.
 Vacancy Analysis: 3 new Hotel
receptionists, 5 catering mangers, 6 hotel
managers are required for the effective
operations of Hilton hotels in UK (Masiero et
al., 2015).
 Estimation of the management: the staffs
that are quite keen to work in the hotels in
recent times is approximately 70.
 The number encompasses service managers,
hotel managers, line managers, lobby boys,
chefs etc.
 Simulations demands have increased
rapidly due to the new services of spa, sauna
and fitness rooms (Masiero et al., 2015).
Points of Demand Analysis:

Demand Analysis Chart

 Here are some of the some analyses of the HRM of Hilton Hotels
and resorts.
 Skill Inventories: numerous staffs are required to fill vacant
posts created by the estimated turnovers.
 It includes housekeepers, receptionists, valet parking attendants
etc.
 Personnel Ratios: it is found from the above chart that for every
2 housekeepers 1 line manager is necessary.
 Thus the ratio of housekeeper to that of line managers is 2:1.
 Labour market analysis: launch of new hotel services like Spa,
Sauna and Fitness rooms in every Hilton hotels around the
country.
Supply Analysis:

Assess the current state of
employment relations in a
selected service industry• Advantages of Employee Relation:
• Effective employee relations of the Hilton Hotel
help the organization to properly articulate
• It also identifies the rights and functions of the
employees.
• The management should involve in the
communication and their activities,
• Individual relationship can be strengthened
with the obedience of contract laws,
employment rights and maintenance of terms
and conditions.
• Collective relationships are maintained
through bargaining, arbitration and
consultation (Gittel et al., 2015).
27/11/18

Assess the current state of
employment relations in a
selected service industry• Employee relation condition in Hilton
Hotel:
• The main challenge in front of the
employee relation is team handling.
• Communication should also be effective in
order to maintain good employee relations.
• This is important to serve the guests with
quality service in hotels and resorts (Gittel
et al., 2015).
• Head of every department in the hotels
should constantly engage with the
employees
• HRM of Hilton Hotel should frequently train
and develop the employees
27/11/18

Discuss how employment law affects the
management of human resources in a
hospitality organisation of your choice
• Data Protection Act, 2018: Hilton Hotel
HRM recruits employees from different
backgroundsand qualifications.
• This act prohibits the unlawful practices of
the management that may harm the staffs
in the future.
• Employee Relations Act, 2004: the act was
established to monitor and regulate the
operations of HR in service sectors.
• The act states the rights of the employees
in an organization.
• The act covers maternity leave, paternity
leave, protection of trade union individuals,
right to be accompanied in disciplinary
hearings etc.
27/11/18

Discuss how employment law affects the
management of human resources in a
hospitality organisation of your choice
• Equality Act, 2010: this act prohibits any type of discrimination
based on race, color, religion, sex etc in the workplace (Karpuz et
al., 2017).
• The act encompasses protection with these attributes race, color,
sex, religion, maternity issue, marriage, paternity issue etc.
• Work and Families act, 2006: implementation of this act enabled
the management of Hilton Hotel to give paternity leaves to their
staffs.
• Pregnancy leaves are increased from 25 weeks to 45 weeks due
to this act.
• Basic salary and redundancy pay are also given to the employees
who are taking leaves for such issues (Karpuz et al. 2017).
27/11/18

 Thus, it is observed from the first task that the HRM plays an
important role to manage and monitor the performances of the
employees in service sector organization in times of new
initiatives. For new service to the customers, HR department of
the organization also discussed key demand and supply condition
that may influence and play a good part in the times of new hotel
services in Hilton hotels like fitness rooms, spa and sauna rooms.
Conclusion:

 Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human
resource management practice. Kogan Page Publishers.
 Ashton, A.S., 2018. How human resources management best practice
influence employee satisfaction and job retention in the Thai hotel
industry. Journal of Human Resources in Hospitality & Tourism, 17(2),
pp.175-199.
 Chuang, C.H., Jackson, S.E. and Jiang, Y., 2016. Can knowledge-intensive
teamwork be managed? Examining the roles of HRM systems, leadership,
and tacit knowledge.Journal of management, 42(2), pp.524-554.
 Domínguez-Falcón, C., Martín-Santana, J.D. and De Saá-Pérez, P., 2016.
Human resources management and performance in the hotel industry: The
role of the commitment and satisfaction of managers versus
supervisors. International Journal of Contemporary Hospitality
Management, 28(3), pp.490-515.
 Gruber, J.K., Prodanovic, M. and Alonso, R., 2015. Estimation and analysis
of building energy demand and supply costs.Energy Procedia, 83, pp.216-
225.
 Masiero, L., Nicolau, J.L. and Law, R., 2015. A demand-driven analysis of
tourist accommodation price: A quantile regression of room
bookings. International Journal of Hospitality Management, 50, pp.1-8.
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