Human Resource Management for Service Industry

This report examines the critical role of human resource management in the service industry, specifically within Hilton hotel. It covers various HR functions such as recruitment, training, employee relations, and compliance with employment laws. The report highlights the importance of effective HR practices in enhancing employee performance and achieving organizational goals. Additionally, it discusses the significance of job descriptions and specifications in the staffing process, along with the impact of HR strategies on business success.

HUMAN RESOURCE
MANAGEMENT
FOR
SERVICE INDUSTRY
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Table of Contents
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
1.1....................................................................................................................................................3
1.2....................................................................................................................................................4
TASK 2.................................................................................................................................................6
2.1....................................................................................................................................................6
2.2....................................................................................................................................................7
TASK 3 ................................................................................................................................................8
3.1....................................................................................................................................................8
3.2..................................................................................................................................................12
References..........................................................................................................................................14
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INTRODUCTION
In a hospitality industry human resource management plays vital role leads to success in an
organisation. The human resource department done various function to develop and retain highly
skilled employees in a firm are recruitment and selection process, performance appraisals, conduct
training and development programs and adopt effective communication tool etc. All these function
are take into consideration under the guidance of HR practices that make available highly skilled
and efficient manpower. Under the project report, there are various elements of Human resource
management are studied in the context of Hilton hotel (Davidson and et. al., 2011). In addition of
this, we will also studied about various elements of HR practices in service sector of Hilton hotel. In
the present scenario of Hilton hotel in service industry they will planning growth its business
extending 50 rooms in Stratford city. Under this project, Identification of various roles and objective
of HR practices in Hilton hotel will be given and also explained the employment relation. Also, the
effect of this employment law on Human resource department within the organisation will be
explained.
TASK 1
1.1
The role and purpose of Hilton hotel in human resource management is managing personnel
by enhancing in their skills and improves quality of work in its hotel. It begins from retaining
highly skilled manpower and also train inefficient employees is the main responsibility to boost
their skills and knowledge. To promote an organisation and develop capabilities of employees by
supervising their talent and skills development to work their role in Hilton Hotel services. This
department not only deal with existing employees but they also train them to cover the future
benefits and plans at Hilton (Ellinger and Ellinger, 2014). Manager of HR is responsible for
maintaining balance at workplace that can be explained with the help of example work can be
maintained by appointing a new employee at the position of those person who are on leave it is
possible by proper planning at Hilton hotel. The manager of HR department is also deal with the
various external factors than the internal factors such as discrimination law, employment law and
taxation policies regarding service sector. There are some operations that are performed by Hilton
hotel's manager that are discussed below-
Planning and forecasting- The primary purpose of Hilton hotel manager is that to make planning
and forecasting for future demand of employees by analysing present vacancy at the workplace. For
this manger start in identification the appropriate workers for the available job (Hoque, 2013).
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Recruitment and selection process- The another role of HR manager is that to recruit and hire the
potential staff at the available vacant position in a hotel. The process of selection is on the basis of
skills, knowledge and experience of the employee. They also analyse the employee skills in the
relation of vacant position profile of employee in its hotel (Norman and et.al., 2014)..
Staffing- In this process of staffing they appoint the right person at right job on time. This is a very
important in the service industry for attianing organisational goals and objectives. It help the firm in
enhancing the productivity and efficiency of a worker in a firm (Tesone, 2012).
Training and development- Training programmes play a vital role in attaining firm's goals because
there are various methods of training and development that helps in enhancing skills and knowledge
of employees so they can done their assign task very effectively in an organisation. For this a firm
can aware its employee by identification of future growth and threats (Ellinger and Ellinger, 2014).
Motivation- It is very essential for the Hiton hotel to motivate its employees so they can perform its
job in an efficient and effective manner. This is a method through which a firm can encourage their
employees in a uncertain situations. Unfortunately a motivated people done their work in a desired
manner and also develop unique as well as innovative ideas in a function of a firm (Bharwani and
Butt, 2012).
Monitoring performance of employee- It is very important role for the HR manager to evaluating
the performance of its employees. There are various methods in mentoring process that is conduct
by a firm that is engage with the work of employees that are assigned, evaluate achievement of
employees, also get feedback from the customers about workers. That helps the HR manger to make
carrer planning of job holders (Tomé, 2011).
Performance appraisals- This is a method that are used by manger of HR department to encourage
the employees so they done their role in a cost- effective manner. The process of performance
appraisal is that to make sure that the manager can done their job at the acceptance level. The
manager of Hilton hotel who design in that way which gives benefits to both employer and
employee (Budhwar, 2000).
1.2
There are various human resource strategies and planning that involves future and current
demands. This cover the requirement in staffing and arbitrage process and also make possible
improvements that are needed to maintain the quality of employees to reach the firm's goals . The
various strategies and planning of HRM is directly connect with the demand and supply of hotel
industry. In the hotel industry there is a peek time period in a London city in December month it is a
time when the demand for hotels increase frequently with the arrival of numerous amount of clients
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in a England (Cannon and et. al., 2013). It also evaluating the competitor strategies of its services
and compare with its company which help them in identify that which plan is more appropriate for
its firm. Forb this reason, Hilton hotel make use of various factors in a planning-
Assessment of demand of customer- This is a first stage to analyse the demand of market of hotel
in a season by forecasting demand and identify the actual number of clients arrived. According to
the demand of hotel they appoint staff for providing various services to its customers for short
term(Christopher and et.al., 2003).
Classifying Job Profiles: After the assessment of demand of customers there is an another steps is
that to classifying the job profiles in an organisation. The job profiles include are waiter, laundary
and room services so, the Hilton hotel can make possible arrangements of employees to these job
profile (Vencato , 2014).
Classifying the capabilities: There are some capabilities of HR manager who evaluating the
performance of employees at a workplace so the company can satisfy the requirement of customers.
The capabilities are classifying into various parts are as follows-
 Anlysing and understanding the capabilities of workers with the vacant position by
evaluating the performance of employees.
 By analysing the talented and skills of workers a planning process are takes place within a
firm (Werner and DeSimone, 2011).
Classifying the needs of employees and also determine against their capabilities-
 In that steps that include the management to identify the enterest of employees and also
determine the performance of appointed task according to their capabilities of manpower.
 It also help the worker to improve its methods of working that also leads them to grow for a
long time in their required job profile (Porter and McLaughlin, 2006).
Apply the new progressions:
 It is important for the manager is to finding out appropriate areas by implementing various
techniques and methods.
 There are some areas in which it need the huge progression sequence, therefore, if a firm
follow this that help the firm to run their operational activities very smoothly.
Provide training: There is a requirement of training to deal with the customers. The various
training programmes help the employees to gain the knowledge that is how to handle with different
attitude of customers desires leads to enhance confidence in the workers.
Monitor employee performance: It is a very crucial for the hotel to supervising the performance
of employees. Treat with customer in a good manner leads to helps to attain the organisational goals
and objective(Toh, Morgeson and Campion, 2008). Evaluating the employee performance by
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improving the skills with the help of manager by assisting the demand and supply of hotel.
Supervising the performance of employees helps the firm to identify the impact of implementation
which directly help them to achieve firm's goals.
TASK 2
2.1
The relation of employment at the Hilton hotel display an accurate discipline at their
workplace. In the UK country the employment relationship provide a independent logic. This put
power at the workforce to defend the regulation and rules of the UK while clump specific firm.
Accordingly, there is a employment relationship idea, the activities of task put force and manager
relieve the power of discussion to evaluate the defeating rooms of their appetite (Wright, Snell and
Dyer, 2005).
It include the working pattern compromise by preserving relationship of employees and
employer that support in enhance the job satisfaction, support self-confidence of employee and
development in manpower and professional through motivation program. It mainly handle with the
various difficulties that directly impact the environment of business in a work sometime that
becomes the ethical impasse reason and it resolve them by proper efficiency so, it not distress the
workers. The major factor that involve in a employee relationship are as follows-
 Open communication- It play a vital role to develop an efficient relationship among
employee and employer. It refers when an employee transfer the personal opinion among
other subordinates that is all about working environment condition and beneficial in decision
making etc. The effective form of communication help the firm to reduce various issues
among that some of them is beneficial for each industry. The effective information system
that help the employer engagement in their role in a firm that help an organisation to achieve
firm goals and objectives with cost-effective and improves in an efficiency. Sometimes it
develop various issue at the workplace among employees that impact the morale. This can
be improve by resolving various issues in the working relationship (Truss, 2001).
 Employee recognition: It is a method through which a firm reward its employees according
to their better performance in achievement of the firm's goals. This employee recognition
refers as celebrating the success of a firm that deliver various rewards on attainment of
activities (Ellinger and Ellinger, 2014).There are several benefits that are discuss below-
Keep talent in a business that help the firm by enhance the performance.
It also encourage the worker to done their work more accurately that helps both the employee and
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firm.
Establish an effective relationship among both employee and employer manage people in an
effective manner.
It also develop healthy environment by increasing morale in a firm's task
It also enhance teamwork in a firm
It also help in build the teamwork within a firm.
It also increase the turnover of a company
It also maintaining disciplinary
Organisation is a distress with the overtime, rules and regulation and also with working hours in an
organisation. The relationship of employee in a hospitality industry is acceptable behind the
employee relation. There is a need of transparency at the Hilton hotel that help the firm to expand
its business and help them in achieve them by defeat the competitions against revelry aid in the
hospitality industry.
2.2
Hilton hotel done their business activities according to the various rules and laws. There is a
various act that include various rules and regulation that are framed by the UK government. These
laws are made so, the organisation perform their work in an effective an efficient manner. The
Hilton make policies for their employees by considering these rules and regulations (Norman and
et.al., 2014). UK government develop various rules and regulations that are help in maintaining the
relationship of employees. For this, the HR manager must take into consider and administer to
assure it enterprise techniques that are very costly and penalties that harm the image of the firm.
There are some acts that are followed by Hilton hotel-
Employment act: The is a various legal terms and rights for the employee and the firm. With the
help of this law it build a positive relationship among employee- employer in a company. This act
are regarding wages and payment, childcare, disclosures and detriment, dismissal reasons and
notice, childcare and employer insolvency.
Discrimination Act: This discrimination act help the Hilton hotel to reduce unfair and treat the
employee equally. This influencing the firm not to treated their employees unfairly according to
caste, religion, colour and gender (Norman and et.al., 2014). They recruiting and selecting their
employees on the basis of their knowledge, skills and experience of a candidates. This will help the
firm to satisfy customers more happily.
Health Safety Act: The Health and safety act 1974, this act is relating to the food hygiene. The
Hilton hotel mainly focused on to serve the high quality of food that include healthy element. The
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government of UK is mainly focus on to facilitate and maintain safety system at a workplace. It
help them in ensuring that the materials are stored, transported and handled properly. There is a
authority of a company which provide useful information, training, instruction and guidance- which
help them in ensuring by instructing to the staff so, they are facilitate through the suppliers and
manufacturers(Ellinger and Ellinger, 2014). It is a responsibility of a employees to provide its
employees a safety measures and risk assessment that help them to ensure that the employees done
their work safely. Hilton hotel provide a big authority by look after the health of another, these are
clients or guest of a company. It becomes a liability to provide healthier food that provide the taste
and healthy to its customers (Tesone, 2012).
TASK 3
3.1
In the present section learning will be shown regarding the job description and personal
specification for the vacant job position. The description of which is provided as follows:
Job description: It can be defined as list that a individual might use for routine task and duties of
job post. It can be defined as wide statement that details out the needs and responsibilities of
position in company. The job description is used as a tool to place new employees on a position. It
also help in introducing the new comers within Hilton hotel towards their basic responsibilities and
duties (Davidson and et. al., 2011). It further explains the particular requirement of job, pay scale,
knowledge and skills required for job. In addition to this, it details out the reporting relationship
within entity. It is narrative statement that may also specify how work is performed and key
functions that individual is required to complete (Sample Job Description Banquet manager. 2015).
It also contain important information about the terms and conditions, nature of work, working
conditions, remuneration etc. The job description for banquet manager of Hilton hotel is provided as
follows:
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Company: Hilton hotel & resort
Website: www.hotelhiltonworldwide.co.in
Job Title: Assistant banquet manager
Reporting authority to: General manager
Summary of Job position
 They are able to coordinate the various phases which included in the function of banquet.
 He/ she is able to attain the needs and desire of clients by proper coordinating the kitchen
division.
 He/ she have a capability to check the areas of each banquet to run the function in an
effective manner.
 It have a capability to organize the various events of food and bevearage in Hilton hotel
and resorts.
Duties and responsibilities
 He/ she is capable in assure each task by proper supervising.
 He/she is able to check the quality of food that are serve to its customers
 He/ she is able to assist the administrative authority of a firm by preparation of food menu
and also able to determin its price.
 HE/ she is capable in maintaining the physical assets that is present in the banquet hall.3
 To minimize the cost of function and also check the profits of hotel by improvement in the
quality.
 He/ she is able to check the hygiene and make assure that their is a cleanliness in a
surroundings.
 He/ she is can able tov handle the customer complaints.
 He/ she can check the performance of banquet server, bartenders and housemen if it
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required.
Job Specification: It is a proof of various key elements of a particular class of job that including a
summary of work that to be perform, roles and responsibilities for employees and qualification and
skills of workers required to implement the task. It plays a vital role in support the selection and
recruiting process. It is formal statement in which there is a skills , knowledge and experience that
are required in a worker to perform this job (Ellinger and Ellinger, 2014). In that case if there is
gap between expected and actual capabilities of workers. Tob overcome from these gap company
conduct training and development programmes for the employees. There is a discussion regarding
job description of assistant manager of banquet is provided that are as follows-
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Basic duties and responsibilities
To coordinate the contrasting functions associated with the banquet operations
Skills and efficiency
 He/ she have a capabilities to interact with the clients and subordinates.
 He/ she have capability to employ the various policies and standards of a company.
 They can able to compete various function on time and able to assure satisfaction to its
clients.
 He/ she can encourage the firm in operations of banquet so they can perform better and
thus it help in maintain coordination among team members.
 He/ she can assure and make proper decision so it help the company to overcome from
various situations by proper judgements.
 He/she have a ability to develop interpersonal relationship among clients and co-
workers etc.
 He/ she have a optimistic attitude.
 They have an effective skills to handle customer service.
Qualification
 10th and 12th with 1 division marks.
 Degree in event management.
 Have a knowledge and experience in a food industry.
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Experience:
 1 year of experience as assistant banquet manager.
Other skills:
 Flexible skills so they can done work in all shifts.
 Have a positive attitude.
 He can be able to control the work in an effective manner.
3.2
In the present section there is a procedure of staffing in a service industry is described. In
this selection procedure of staffing its is a vital function of HR department as it can hire the right
people at right place on right time (Hoque, 2013). Therefore, a firm use different selection process
for different job position. This different selection process is used to fill the chef and housekeeping
vacant position. Their is a explanation through which it is provide that are as follows-1. Selection process for housekeeping department
 Inviting application: To hire maximum candidates for the housekeeping department, a
hotel give various advertising in a social sites and newspapers etc. They also give
opportunities to a freshers for apply applicant form.
 Job Scanning: To retain a large number of candidates according their knowledge and skills
by conducting various rounds for selection (Norman and et.al., 2014).
 Interview: The HR and housekeeping manger shortlisted their applicants through
interviewed by collecting various information. Various question are asked by them regarding
job profile and along with that various skills such as communication and interpersonal skills
are tested.
 Background check: A best candidate select with the help of interview by check the
employees background performance. It is most important stage in a department can contact
with the guest members. It is vital function in which the credibility of a candidates are tested
to avoiding misbehave and thievery etc. Physical ability test: Housekeeping is demanding job as candidate is responsible for clean
rooms in all shifts. They have to to perform various functions such as maintain rooms, clean
premises and bathrooms as well as vacumming etc. (Tesone, 2012). Therefore, they can test
the physical capabilities of candidates before selecting at the final stage.
2. Selection process of Chef of Hilton hotel.
 Inviting applications for candidates: Chef position who is help the firm to maintain it
brand image in the minds of its customers. Therefore, selection and recruiting process of
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