Human Resource Management in Hotel Hilton: A Comprehensive Analysis

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Human Resource Management

TABLE OF CONTENTS
Introduction......................................................................................................................................1
TASK 1............................................................................................................................................2
1.1 Explain the importance of human resource management and analyse the role and purpose
of human resource management in an organisation....................................................................2
1.2 Develop and justify a human resource plan based on the analysis of supply and demand for
your selected hospitality business................................................................................................3
TASK 2............................................................................................................................................6
2.1 Investigate and assess the current state of employment relations within the service sector
perspective in the UK..................................................................................................................6
2.2 Identify and discuss how various employment laws affect the management of human
resources in the UK with a focus on the service sector using your chosen organisation............7
M1 Identify and apply strategies to find appropriate solutions...................................................8
Task 3...............................................................................................................................................9
3.1 Identify a job title, preferably you are familiar with, from your chosen hospitality/tourism
establishment and discuss its job description and person specification......................................9
3.2 Different service establishments may have different recruitment and selection process.
Compare the selection process of your selected hospitality business with a another service
business......................................................................................................................................11
M2 A range of sources of information has been used to compare the selection process of your
company with another service business in Task 3.2..................................................................12
Task 4.............................................................................................................................................14
4.1 Examine the training and development function in your chosen company and assess the
contribution of training and development activities to the effective operations of the business

...................................................................................................................................................14
M3 Present and communicate appropriate findings..................................................................15
Conclusion.....................................................................................................................................17
References......................................................................................................................................18

LIST OF TABLES
Table 1: job description for the position of Guest Service Associate..............................................9
Table 2: Person specification.........................................................................................................10
Table 3: Comparative analysis of the selection process................................................................11

LIST OF FIGURES
Figure 1: Hotel Hilton in UK...........................................................................................................5

Introduction
Hotel Hilton is a global hospitality brand that provides full services of resorts and hotels to its
customers. The organisation serves its customers through its more than 550 hotels in more than
80 countries across the world. The employees of the organisation are its main strength and
therefore the roles and purpose of Human resources management (HRM) is highlighted in the
report. The report has provided an HR plan to help the organisation and its HR department in
managing their people in a better and efficient manner. The report will discuss the importance of
employee relations and employment laws for the Hilton as well as its employees. The
organisation requires to fill a vacant position of Guest service Associate and therefore the report
has presented a job description along with the person specification.
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TASK 1
1.1 Explain the importance of human resource management and analyse the role and purpose of
human resource management in an organisation
Introduction
Human resource management plays a vital role in the hotel Hilton in relation to the management
of employees’ performance, and support organisational growth and success by driving their
efforts towards the right path and direction. HR departments are responsible for imparting
appropriate management of people in different departments of hotel Hilton, like, housekeeping,
front office, food and beverages, etc.
Figure 1: Hotel Hilton in UK
Role and purpose of HRM in hotel Hilton
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The prime responsibility of HRM is to analyse the requirements of people within the hotel Hilton
and accordingly hire skilled and potential candidates to attain the organisational goals better. The
purpose
of HR management at Hilton is to provide luxurious services and food to the customers with
effective manpower (Noe et al., 2017). Following roles are performed within the hotel Hilton by
HRM:
HR strategy: HR manager is responsible for formulating an effective strategic plan that can
monitor the performance of existing employees and support the new employees in executing
their activities.
Recruitment and selection: The entire recruitment and selection of employees within the hotel
Hilton is the responsibility of the HR department. HR manager approaches different staffing
methods to pool the required human resources for the hotel and select the potential and eligible
candidate from them.
Reward and performance management: HR manager is also liable to improve the employees'
performance and therefore it develops strategies pertaining to rewards and performance
management so that candidates that lack skills can be identified to support the performance
improvement (Cascio, 2015). Under this management, better performance output is rewarded
with bonuses, and incentives that motivate them to go ahead for better output.
Training and development: To improve the lacking areas of employees and to enhance their
efficiency and competence, the HR manager ensures the timely arrangement of training and
development programs at hotel Hilton.
1.2 Develop and justify a human resource plan based on the analysis of supply and demand for
your selected hospitality business
Supply and demand of labour and its impact on HR planning
HR functions support the hotel Hilton in analysing and recruiting the manpower requirements
according to the supply and demand of labour within the organisation. According to present and
predicted vacancies in Hilton, HR manager develops a job profile to fulfil the demand for labour
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and accordingly sources are developed. The entire supply and demand analysis requires
appropriate time and budget allocation so that better and luxurious services can be provided to
the customers (DeCenzo et al., 2016).
Employees
roles
Required skills Type of
job
Number of
working hours in a
week (hours)
Current
employees
Current
employee
turnover ratio
Staff demand
Executive
chef
Effective and
innovative
techniques of
cooking, culinary
expertise, food
preparation and
presentation.
Part
time
31 100 23% 120
Front desk
associate
Multi task
management skills,
strong written and
verbal
communication,
task-oriented, and
computer
proficiency
(Nankervis et al.,
2016).
Full
time
32 200 30% 250
Guest service
associate
Attentiveness,
patience, time
management skills,
ability to
understand
Full
time
32 250 26% 300
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customer needs,
positive language
and clear
communication
skills.
Housekeepin
g executives
Team oriented
skills, expert
management skills,
stress management
and better ability to
deal with the
guests.
Part
time
31 280 29% 140
Justification for the above HR plan
The above HR plan is based on the supply and demand for human resource management in hotel
Hilton. There are different job roles in different departments at the hotel, and accordingly, they
are classified in full time and part-time jobs (Stredwick, 2013). From the above plan, it can be
justified that the issue of high employee turnover at Hilton requires the appointment of
Housekeeping executives, Guest service associate, Front desk associate and Executive chef in
sufficient numbers.
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TASK 2
2.1 Investigate and assess the current state of employment relations within the service sector
perspective in the UK
Employee relation in hotel Hilton
The employee relations within the hotel are managed through the strong support of higher
management and executives to the lower management. The current working environment of
Hilton is analysed and identified that management ensures that employees rights are protected
with the compliance of all relevant employment laws and legislation. Appropriate two-way
communication is established within the hotel to ensure quick and timely redressal of their
grievances and issues.
However, in relation to the current analysis of employment relations at Hilton, it is determined
that there are some issues and conflicts among employees and management which is decreasing
the required level of understanding among them, and therefore, ultimately impacts the
performance outcome (Kim and Lee, 2013). The major cause of increasing conflicts within
Hilton includes competition, frequent organisational changes due to technology advancement,
lack of appropriate training and professional growth programs, etc. Hence, it is disrupting the
employment relationship between the management and employees.
Role of a trade union in the employment relation
Trade unions within hotel Hilton play a vital role in influencing the mindset of employees. The
trade union are the representatives of employees and put their views and ideas in front of the
senior management of Hilton. The resistance of employees towards organisational changes is
supported by trade unions with strikes that hamper the operational activities of the hotel. Hence,
the HR management at Hilton is required to make strategic decisions to ensure a better
understanding of the needs and requirements of employees (Lee and Ok, 2016).
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2.2 Identify and discuss how various employment laws affect the management of human
resources in the UK with a focus on the service sector using your chosen organisation
Employment laws
Employment legislation is an essential part of every employment relationship in an organisation
that support and protect the rights of employees at the workplace as well as ensure that they get
high and equal growth opportunities for their career. Compliance of following employment laws
within hotel Hilton ensures long term and healthy relationship with its employees.
Employees Rights Act: This act helps to protect the rights of employees in terms of minimum
wages, working flexibility, and other relevant rights (Stewart, 2013). Employee rights Act
influence the decision making the process of HRM within Hilton while the formulation of
policies pertaining to working hours, wages, leaves and other pays.
Employment Relations Act: This act is enacted with a purpose to improve the internal working
environment of the organisation. Compliance of this regulation within hotel Hilton ensures
overcoming of internal issues to reduce the conflicts among management, and employees. This
helps the hotel in improving their employees' efficiency and capability with the increased job
satisfaction and security at the workplace.
Discrimination act: The act focuses on the avoidance of discriminative acts among the
workforce at Hilton to ensure equal rights are provided to them. Discrimination act encompasses
laws pertaining to the discrimination on the basis of religion, caste, colour, gender etc. Hence,
HR management must ensure that there is no exploitation of employees at Hilton, and equal
opportunities are provided to all of them so that they can, in turn, support the organisation with
more dedication and enthusiasm (Countouris, 2016).
Equal Opportunities: This act emphasis on the provisions of equal professional opportunities to
the entire workforce at the hotel. For example, this act prohibits HR practices and decisions that
are biased in favour of some employees. Hence, the provision of equal opportunities will help the
hotel Hilton in making it a better and aspiring working place.
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