Human Resource Management Report: Tru by Hilton Analysis and HRM

This report provides an in-depth analysis of Human Resource Management (HRM) practices within Tru by Hilton, a hospitality company. The report begins with an introduction to HRM and the company profile. The main body covers emerging issues and trends in the hospitality industry, such as staff turnover, recruitment and training challenges, harassment cases, employee satisfaction, shrinkage, and cleanliness and hygiene. It then presents job descriptions and person specifications for key management roles including Guest Service Manager, Sales Manager, and Housekeeping Manager. The report further explores performance management within the hospitality industry, discussing relevant strategies and approaches. Finally, it examines two existing HR policies and practices, providing insights into their effectiveness. The report concludes with a summary of findings and a list of references.

HUMAN RESOURCE
MANAGEMENT
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TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1 : Articles on the emerging issues and trends associated with HRM in hospitality industry ....3
2: Job Description and Person Specification...............................................................................5
3. Performance management within hospitality industry............................................................9
4. Two existing HR policies and practices.................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
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INTRODUCTION
Human resource management is the process of recruitment, selection, inducting
employees, training and development, etc. which are essential elements in an organization.
Competition in the market is increasing rapidly therefore there are a lot of factors for the internal
working which have to be considered which would make the company have a higher operation.
Tru by Hilton is belonging from the hospitality industry which was founded in 2016 and is
having its headquarters in Virginia, United States. There are 116 locations current in which this
organization is operating so that there is a higher brand value and image which the company can
have. The report would consist of issues and emerging trends in this sector, job description and
person specification and performance management so that there is going to be lower staff
turnover and training needs. Existing HR policies and practices which the organization are
following so that there would be higher communication so that there would be higher operations
and productivity in the organization is also going to be discussed in the further report which gets
in more clarity of working.
MAIN BODY
1 : Articles on the emerging issues and trends associated with HRM in hospitality industry
The main motive of HRM in any hotel and organisation is to recruit new employees and
provide them appropriate training so that they can perform their job enthusiastically. Apart from
this HRM has to look for the salary and wages of the employees. But HRM also faces issues and
difficulties. The major issues faced by the HRM in hospitality industry are-
Increased staff turnover rate
This has been one of the biggest concern for HRM in the hospitality industry, as the
people working in different hotels want to change their job as they don't receive any kind of
future growth and also the another issues faced by the employee is salary and compensation, they
feel that they are getting less amount as per their work (Barot, 2019). So this has been a
challenge in-front of HRM to hire such candidate who remain in the job for long. So the
increased staff turnover has become a challenge for the HRM. Because no one hotel want that
their skilled and talented people leave the job for the sack of better salary and wages. Apart from
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this many hotels feel that their each and every employee has a spirit and talent to become a
manger and a leader one day therefore they are trying to provide promotion to their employees so
that they remain for long in the hotel, so the higher management of hotel and HRM are trying to
resolve such issues and want to remove the problems faced by employees in the hotel so by
communicating with them HR are trying to resolve such issue.
Challenge of recruitment and training
Recruitment and providing training has become a new emerging trend for HRM as, due
to pandemic, all the recruitment process has been shut down now it is a big issue in-front of
HRM to conduct all the interviews and recruitment process online (Fathy, 2018). Apart from
this, the another challenge is to choose the best candidate through online interview apart from
that after selecting them, HR has to provide them training about their work. It becomes very
difficult for the HR department to fulfil the needs of the hotel as well and due to lock down
hotels have to remain shut for months so it becomes difficult forb HRM to offer handsome salary
package to the skilled candidate. Apart from this, being a HR of big hotels it becomes more
difficult for the HRM to get qualified candidates. Apart from this, the another challenge in the
recruitment is that the HR has the responsibility to attract skilled employees towards the hotel. It
is the emerging issue for this HR who are working in small hotels who don't have named and
fame so it becomes difficult for the HR to draw the attention of skilled and talented people
towards the small hotels as well.
Increased harassment cases
Increased cases of harassment has become a global issues nowadays and the hospitality
industry is also not left from such serious problem (Chytiri and et.al, 2018). Harassment take
place more with women employees in the hotel. It can be done by the guest and higher
management of hotels, and therefore it has become a challenge for the HRM to reduce such
issues. HR has to make some strict rules and policies in their hotel so the employees feel safe and
protected. It also spoils the name and reputation of the hotel when such cases come in the
limelight. So it is the challenge for HRM to safeguard the goodwill of their hotel. Apart from
this, sometimes employee also take undue advantage of their right when they get fired from the
hotel they may charge a fraud case of harassment against the hotel to spoil the reputation and
goodwill. So it becomes difficult for HR to concentrate on providing best services they have to
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shift their focus from recruitment and training, so harassment cases is being an emerging issue
in-front of HRM in hospitality industry.
Satisfaction & Morale
Another emerging challenge faced by the HRM is to develop satisfaction and morale of
the employees. Most of the employees who are working in hotel industry don't happy and
satisfied with their job. Such employees can't perform their job enthusiastically and do not
generated profit for the hotel as well so it is a challenge for HR to conduct some motivational
sessions for them and and make them believe that their issues and problems will quickly get
resolved and boost their moral, apart from this many big hotels provide parties and incentive
offers to their employees so that they feel enthusiastic in the hotel premises and perform the
work dedicatedly.
Shrinkage
This the very common issues which is present in the hotel. Shrinkage refer to the theft,
theft of equipments, tools etc. Many times guest steals the soaps, shampoos and other
equipments from the hotel premises apart from this lower level employees also steal some
valuable equipments from the hotel. This will increase the unnecessary cost for the hotel and also
impacts the profitability (Roberts, 2020). Thus, it is an issue faced by the HRM to stop such
emerging issues in the hotels and also make strict policy against the employees who found doing
such actives.
Cleanliness and hygiene
Due to the pandemic government of every country have made some rules and lows
related to hygiene, it is the responsibility of HRM to follow such rules in their hotel, such as all
the employee must wear mask and use sanitisation apart from this, the lobby, lift and staircase of
the hotel must remain clean and hygiene along with this the restaurant and dine area of the hotel
also remain clean so it the responsibility and challenge for employees to make sure that such
rules are being followed (Francis and et.al, 2018).
2: Job Description and Person Specification
Job Description is basically a document which helps in specifying the job requirements,
duties of job, responsibilities and certain skills to perform a particular role at particular
organisation. This provides the job applicants with the outline including the responsibilities and
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the main duties for which they apply. Person specification is derived from the Job description
and is a standalone document which is the foundation of the process of recruitment (Pató, 2017).
Tru by Hilton is a well known brand of hotels whose trademark is the Hilton Worldwide has
numerous employees working at more than 160 locations in the world. There are many positions
at the hotel for which job description and person specification are made. The management
positions play a major role in the company as they are responsible for the smooth operation of
the hotel. There are various managers in different departments such as Front Office Manager,
General Manager, Sales Manager, Food & Beverage Manager, Property Manager etc. These
managers possess leadership skills in their own departments in order to manage the employees
working in the same (Ramhit, 2019).
The job description and person specification of some of the management positions such as Guest
service manager, Sales manager and Housekeeping manager are given below which can be used
by True by Hilton Hotel for the smooth functioning of the operations:
Job Description of Guest Service Manager
Job Title: Guest Service Manager
Reports to: General Manager or Front Office Manager
Position Summary: Oversees the operations regarding the guest services including the bell staff,
transportation services, front desk operations for ensuring the guest satisfaction. The person must
have thorough knowledge of hotel reservation or property management software (Rajan, 2019).
Education: College degree of 2 years minimum.
Experience: 2 years of experience in well reputed hotel.
Duties and Responsibilities:
 Answering the letters of enquiry related to the availability and the rates.
 Training the personnel of guests’ service department.
 Managing the check in and check out of the guests including preparation of bills.
 Taking the reservations using the systems in order to obtain the occupancy and rates.
Person Specification
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Educational Qualification: Three years degree in hotel management from top university in
Australia.
Experience: Assistant manager for 2 years in Shangri-La Hotel in Sydney.
Skills : Effective communication skills, flexible at all the times, leadership abilities, team
building and supervision, creative problem solving, knows procedures of cash handling and
service recovery, planning, can deal with the queries of guests regarding service and the bill,
good understanding about the hotel management software and the Property Management
Software.
Job description for Sales Manager
Job Title: Sales Manager
Reports to: General Manager
Education: MBA in marketing
Experience: More than 2 years of experience in the field of sales and marketing.
Position Summary: To manage and oversee the reservation and sales staff for ensuring
promotional coverage, maximum revenue and the opportunities of marketing are achieved. The
person must cooperate with the revenue management so that strategies can be developed to grow
the market share and ROI (Rapp and et.al., 2020.).
Duties and Responsibilities:
 Maintaining and promoting a team work environment with clear and effective
communication among the workers.
 Working with the management team to develop and execute the sales plan.
 Update and own the sales strategies with the general manager.
 Assisting with the development and implementation of the internal as well as external
promotions.
 Must be aware of the advanced ways of marketing and promoting in order to increase the
client base.
 Ensuring that the guests are satisfied with the service provided by the hotel.
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 Organising travel agent appreciation rates and months.
 Ensuring potential for maximum revenue by providing aggressive and positive
leadership.
 Following and tracking the procedures of company cross sell.
Person Specification
Educational Qualification: MBA in sales and marketing.
Experience: 3 years of experience in marketing sector in well-known hotels of Australia.
Skills: Strong interpersonal and customer service skills, able to communicate effectively and
clearly, possess strong leadership skills, can talk effectively with any type of people, fluent in
English, familiar with the working of hotels, strong negotiation and persuasive skills, capable of
developing and maintaining network of large clients.
Job description of Housekeeping Manager
Job Title: Housekeeping manager
Reports to: Resident manager or general manager
Position Summary: Supervise all the employees in the housekeeping department. Having the
authority to provide training to the newly recruited employees, hire and discharge, assign and
plan the work assignments, inspects and audit the personal work of the housekeeping and
requisite supplies, Responsible for Budget control of the department.
Education: Degree or diploma of 3 years in hotel management.
Experience: Minimum experience of 4 years in similar role. Successful experience of pre-
opening and records an advantage which must be distinct.
Duties and Responsibilities:
 Preparing the annual housekeeping budget.
 Maintaining the guest supplies stock, cleaning supplies etc.
 Developing and implementing the housekeeping systems.
 Planning, controlling and supervising the horticultural activities.
 Verifying the consignments of the supplies.
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 Addressing and resolving the complaints of the guests.
 Organising the on-job training and evaluating its effectiveness.
 Coordinate the maintenance schedule of the public areas and rooms with the department
of maintenance (Tra, 2020).
 Holds the responsibility for orderliness, cleanliness and the appearance of the complete
hotel.
Person Specification
Education: Bachelor’s degree in Business from University of Kansas.
Experience: Experience of being Assistant Housekeeping manager for 3 years.
Skills and Abilities: Basic computer skills, strong multi-tasking skills, reliable and dependable,
self motivated, excellent organisational skills, Well organised and detail oriented, Proficient
knowledge of Microsoft office, management skills, professional attitude, purchasing and
inventory skills, able to make quick and appropriate decisions, accounting skills, recruitment
skills, fluent in English and the native languages in Australia, can communicate effectively and
efficiently, leadership skills etc.
3. Performance management within hospitality industry
Performance management is a process which makes sure that there is effective working
and objectives and goals are being achieved so that there is going to be higher operations and
productivity which is present. Performance of the hospitality industry needs to be very high since
there are changing trends and expectations of the customers and also that the competition in the
market is increasing which has to be analysed (Guest, 2017). The demands and needs of the
clients has to be matched which is going to be a great factor for the overall working of the
company. Planning and monitoring has to be done of the employees working in the company so
that there is effective working which is going to be present.
Staff turnover
Employees can shift from one organization to another very easily because of the
opportunities which they are receiving which would help in making sure that there are right
actions which are being taken. Employees must have a say in the organization so that they would
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be able to have a higher satisfaction level and make sure that they are following what the
company is expecting out of them. Tru by Hilton is making sure that there is a healthy
environment for the employees to work within so that the staff turnover is going to reduce which
would help in making sure that the company is having a higher performance level. Good
communication about the roles and responsibility is also being provided to them so that there are
right actions which are being taken (Silva and Lima, 2018). Right offering and wages have to be
provided to the employees so that they would be able to keep the workforce continue in the
company so that there are right actions and measures which are present. Flexible schedules are
difficult to find in Tru by Hilton because of the customers and tight scheduling which they have
and this factor has to be well analysed and improved upon so that there are going to be right
actions which are going to be taken.
Training needs
A standard and brand value is present in Tru by Hilton for themselves which must be well
analysed and monitored so that there is going to be right activities and measures which are going
to be taken. Training and development helps the employees to know what is expected out of
them which would help in making sure that there are right steps which are being followed.
Changes are coming in Tru by Hilton rapidly which must be considered so that there are right
measures and actions which are being taken. Training can also make the workforce be more
aware of the needs and legal issues which are present so that there is going to be higher
behavioural goals which are being achieved so that the company will be able to function
effectively. Human resource has to make sure that employees are being well evaluated so that
there is going to be right control and analyses which is going to make the performance level be
higher (Malik, Pereira and Budhwar, 2017). Reviewing the work of the employees is important
so that there is going to be right weakness and improvement which is being present in the
company so that the workforce would be able to make the right improvement impacting on the
standards and portfolio of the organization increase.
Enhance promotions
Talent in Tru by Hilton has to be well analysed and appreciated so that there is going to
be higher operations and productivity which is present in the company. All employees have a
different way of working and excel in different fields as well which is going to make the
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standards of the company be higher. HR department has to develop ways through which they
would be able to measure the success which is present which is going to make the satisfaction
and processing be higher. Feedbacks have to be taken from the employees as well of the
organization so that there is going to be higher understanding of low working and efficiency
which is present currently (Mammadova and Jabrayilova, 2018). Right actions have to be taken
so that there is going to be good coaching as well which is going to be good for the development
of the company. Coaching has to be provided to the employees so that there is going to be right
methods which can develop. Objectives and goals are many which a hospitality industry has for
themselves which must be achieved with time so that the competitors do not take away the
customer share and market base from Tru by Hilton. Right positions and promotions have to be
given to the deserving employees in the company so that there is going to be higher
achievements and competitive advantage which can be gained.
4. Two existing HR policies and practices
HR policies and practices are many which are present in the market and they must be
followed so that there is going to be higher functioning. The different practices which are present
are recruitment and selection, surveillance and monitoring, safeguard and prevent, stress
management, talent management, etc. which can be implemented and worked upon by the human
resource department. There has to be fair treatment and working which is required so that there
are right actions and improvement which can come in. The working environment is also
improved upon by getting in the right functioning so that there are right improvement and
standards of the company can be increased in the market as well (Boon and et.al., 2018).
Competition is increasing any ways which is why it is very essential to make sure that these
factors are being worked upon easily so that there are right measures which are being taken.
 Recruitment and selection
Fair and equality must be present when there is recruitment and selection which is taking
place so that there is going to be higher operations. Right skilled and knowledgeable employees
must be hired so that there are going to be higher operations and working that is present so that
there can be more information can be present in the company. More changes can come in
because the new employees would be motivated enough to take the changes and make sure that
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there are right actions which are present as well. Policies is important so that all the candidates
which are coming in the company can be compared on the same level which is going to be a
great factor for the organization to have which would make the processing easier. Guidance has
to be provided when there is recruitment and selection which is taking place so that there is
going to be higher operations and working that is present (Bailey and et.al., 2018). Thinking has
to be strong in the workforce so that there is going to be higher operations and beliefs that can be
followed in the company. There has to be a good sense of direction which is required in a
company so that there is going to be higher functioning and achievement that is present.
Different ranges are present in so that there is good flexibility that is going to be present making
the standards of the company be higher. Standards and brand value of the company has to be
well maintained so that there is going to be higher operations and working that is going to be
present. Communication is going to take place through social media and other factors about the
company to the customers, candidates and employees of Tru by Hilton so that there is going to
be one sense of direction that is going to be present. Guidelines is going to get in a sense of
direction and objectives can be achieved so that there is effective working and performance that
is present so that the company will be able to gain a higher competitive advantage (Amrutha and
Geetha, 2020).
 Training and development
There are defined goals and targets which all the businesses have for themselves which
they must achieve from time to time. Tru by Hilton also have these factors which would help the
company to be able to have higher operations. Training and development is going to make sure
that the opportunities would be higher so that the company will be able to have higher
satisfaction. Training is initiated in the employees and company so that the changes are going to
come in easily and discussions can take place one on one (von Bonsdorff and et.al., 2018). There
are right decisions as well which are going to help the company to be able to develop and grow
in the market effectively so that there would be better functioning that is present. Personal
development and professional development is present in the company so that there are going to
be higher operations and working that is present so that the company will be able to grow faster.
Development is important so that there is going to be materialistic targets which are created and
achieved as well. Procedures are going to be present as well so that the sense of direction is
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going to be better and make the company be able to develop effectively. More information must
be shared and culture for the employees has to be maintained as well so that the policies is going
to be the same (Kianto, Sáenz and Aramburu, 2017). Staff benefits also have to be provided so
that there is effective growth that is going to be present so that the company will be able to gain
the policies and human resource will be able to make sure that there is right development which
the company is benefiting overall.
CONCLUSION
From the above report it can be concluded that businesses have to make sure that there is
effective performance management that is present so that there would be higher operations and
sales. Hospitality industry is having a huge scope in the market and is developing rapidly which
has to be analysed and made sure that there are right actions which are being taken by the
organization. Communication has to be strong only then a strong sense of direction is going to be
present that is a good factor for the overall working of the company in the market. Good
planning and decisions have to be made so that there is going to be higher monitoring according
to it and also make sure that there are right actions which the company is having as well.
Improvement with time has to be got in the company which is going to make sure that there are
right measures and standards of the company are being matched so that the hospitality industry
can further grow. Training and development is a very important process which has to be present
in the company so that the changes would be able to come in easily. This is going to make sure
that the company is matching their reputation and brand image which the company is having
from a long run.
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