Case Study Report: Human Resource Plan for Milton Hotel Chain

This case study report presents a human resource (HR) plan for the Milton Hotel Chain, a New Zealand-based hospitality business. The plan is designed for the opening of five hotels in key tourist locations, including Queenstown, Mount Maunganui, Milford Sound, Bay of Islands, and Gisborne. The report is divided into two stages, with the first focusing on the Queenstown hotel's HR plan, and the second covering the remaining four hotels. It details HR policies for recruitment, training, rewards, and equal opportunity, adhering to New Zealand law. The plan emphasizes staff development, team building, and the establishment of interpersonal relationships to improve the hotel's competitive advantage and market presence. The report includes goals, scopes, milestone planning, and risk assessment, highlighting the importance of effective HR management in achieving the company's objectives and ensuring employee satisfaction.

CASE STUDY REPORT: MILTON HOTEL CHAIN
Executive summary
The Human Resource department is an important part in a business as they strategically devise
plans for the organizational growth. In the present task the human resource plan for a New
Zealand based hotel chain Milton is presented. The HR plans for hotel in Queenstown and also
for the other hotels namely Mount Manganui, Milford Sound, Bay of Islands and Gisborne. The
HR policies regarding recruitment, training, reward and equal opportunity would be devised as
per New Zealand law. The stage one provides the HR plans for Milton hotels which include the
processes of selection, staff development and others. Stage two also provides the HR plans for
recruitment, training recognition processes and others. These developmental plans would help
the company to expand in the long run. It also ensures satisfaction of the employees such that the
reputation and performance of the hotel can be improved.
The organisational staff is considered to be central to the development of the organisational
culture. The staff of the organisation tends to deal with the improvement as well as the building
of the teams as well as the interpersonal relationships that exist among the organisational
employees as well. The proper organisation of the staff and the establishment of the proper
interpersonal relationships among them would help in the improvement of the competitive
advantage of the company in the given market as well. The implementation of the
developmental plans would help in the improvement of the market presence of the company as
well.

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Table of Contents
Introduction......................................................................................................................................4
Human Resource plan for new Milton Hotels in New Zealand.......................................................4
Stage one: Human Resource plan for Milton Hotel in Queenstown............................................4
Stage Two: Human Resource plan for Milton Hotel in Mount Maunganui, Bay of Islands,
Milford Sound and Gisborne......................................................................................................10
Development of Human Resource policies for recruitment and training......................................14
Human Resource Policy for employing new candidates in new branches of Milton Hotels.....14
Human Resource Policy for training new employees in new branches of Milton Hotels.........16
Human Resource Policy for rewarding new employees in new branches of Milton Hotels. . .18
Human Resource Policy for rendering equal opportunities to the employees in new branches
of Milton Hotels.........................................................................................................................20
Conclusion.....................................................................................................................................21
Reference List................................................................................................................................23
Appendix........................................................................................................................................28

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Introduction
In order to earn a high brand value from the end users, a business manager has to manage the
internal resources effectively. In one hand, it is necessary to manage the technologies and
inventory of a company and on the other hand, it is also necessary to improve the aspect of
human resource. In this context, many business managers depend on a HR plan that helps them
to manager all relevant aspects of human resource management namely recruitment, training and
development and awarding.
This plan intends to discuss about Milton Hotel Chain, a new hospitality business in New
Zealand. The company has decided to open five hotels in the country’s five reputed tourist
locations namely Queenstown, Milford Sound, Gisborne, Mount Maunganui and Bay of Islands.
Among these planned hotels, the one in Queenstown will be opening in July 2019 and the rest
will open in the upcoming month of October. Every hotel will offer 50 rooms, restaurant, laundry
service, bar and 100 staffs will be employed in each branch (as per the case study). Based on this
information, this study intends to develop two individual human resource plans, one for
Queensland Branch and the other for the rest of the hotels. Moreover, the relevant human
resource policies for recruitment, rewarding, training and equal opportunities will be developed.
Human Resource plan for new Milton Hotels in New Zealand
Stage one: Human Resource plan for Milton Hotel in Queenstown
The Milton hotel in Queensland will open in July 2019 and it is necessary to develop a one year
plan starting from March 2019 to February 2020. As per Berman et al. (2019), prior to
developing a plan, it is necessary to identify the requirements of such plans. In the planned hotel,
there will be many sections namely reception, room service, bar, restaurant, laundry, accounting,
support staffs and many others (as per case study). Each of these sections will require individuals
with different skill sets. Due to advancement in technology, many new posts have been emerged
in all business aspects. In order to develop a human resource planning in Milton, it is necessary
to discuss the importance of such plans and set certain goals. Based on these goals, it can be
easier to identify the risks and take actions accordingly. Moreover, the plan should have a
definite and legit timeline to meet all the milestones.

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Importance of HR planning
1. A human resource plan will enable the business managers of a company to find out the
potential candidates with correct skill sets. In Milton hotels, the company intends to
render a quality and diverse service. Therefore, the employees must have relevant skill
sets.
2. New Zealand is one of the most developed countries and the unemployment rate as low
as 3.9 % (McGinley, Hanks & Line, 2017). Milton Hotels can effectively help the nation
to keep up with this trend by recruiting more citizens. This will maintain a balance
between the demand and supply of human resources in the country.
3. With enough manpower, the companies will be able to increase the chance of providing
training to them and thus the chance of learning new skills and technological knowledge
will increase. This in turn will increase employee satisfaction level and the company’s
overall competence will increase (Albrecht et al. 2015).
4. The HR plan can help the company to abide by the employment regulations of New
Zealand. Thus, it will be easier to avoid legal proceedings.
Table 1: Goals and scope of HR planning in Milton’s Queenstown Hotel
Goal Scope Strategy Success measure Career
progression
opportunity
To develop a
safe
workplace for
all employees
The HR team of
the company has to
develop a safety
checklist that will
render relevant
guidelines
regarding
accidents, normal
liabilities and
The HR team of
Milton has to
develop a safety
policy and make
sure all employees
follow the policy
guidelines.
Necessary trainings
must be provided
Reduction in
injuries among
employees.
The amount of
safety knowledge
will increase.
Employees will
get health
benefits and a
certificate for
pursuing their
career with the
hotel

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cover the aspects
of anti-theft and
anti-corruption.
Relevant health
and safety
programs and
insurance policies
can be developed.
Attaining this goal
will increase
employee
satisfaction level
in the Queenstown
branch of Milton
hotel.
to the employees
regarding this
aspect.
The sections
managers must be
trained to supervise
the employees
effectively.
To become a
preferred place
to be
employed
In order to increase
the company’s
brand value, the
HR team of Milton
has to focus on
increasing
employee
satisfaction level.
Attaining this goal
will develop the
company’s brand
reputation.
The HR team of
Milton will provide
regular training to
the employees to
develop their
competence. In this
aspect, a strict
employment policy
can be developed
that will comply
with the
employment law of
New Zealand.
The employee
satisfaction level
will increase and
the work
engagement will
develop.
The company
will have higher
chance to achieve
relevant rewards
namely ‘Great
place to Work
For- Australia’
(based on the
views of Yang,
Employees will
get chance for
promotion up to
management
level

6
Chen & Shen,
2017).
To retain
employees in
the
organisation
The company will
be able to retain
the employees by
rendering equal
opportunity to
each individual
and also by
providing effective
facilities. Attaining
this goal will help
the Milton’s
Queenstown
branch to retain
employees and
increase its
workforce.
The HR team of
the company will
have to develop a
policy to render
equal opportunity.
The supervisors
must have
excellent
monitoring skills to
identify the hard
working employees
to reward them.
This will increase
the employees’
work engagement.
The number of
employment in
the Milton
Queenstown
hotel is the major
measure.
In case the
number of
employees
increases yearly,
then the
strategies can be
said to be
successful.
Employees will
be able to
increase their
Communication
skills and
management
skills
To render
learning
opportunities
The branch in
Queenstown will
render many
services namely
restaurant, laundry
and bar. A diverse
range of work
opportunities is
present in the
hotel. Thus the
Queenstown
branch will be able
The company’s HR
team must present
employment
opportunities
effectively to invite
the potential
candidates for each
department. The
HR team can work
together with
Milton’s marketing
team to prepare
The ability to use
the company’s
technologies and
resources
effectively.
The enhanced
competence of
the employees.
Several
learning
activities
session will be
organized
which would
help them to
add to gain new
approach for
developing
their career

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to meet all
deadlines within
time and more
efficiently.
effective job
description. The
employment laws
and company
policies must be
followed regarding
remuneration.
After employment,
it must be made
sure that the
employees are
experiencing a
steep and positive
learning curve
(George, 2016).
Table 1: Goals and scopes for Milton’s Queenstown hotel branch
Relevancy of Goals and Scope
Developing goals and scope for the employees are important for increasing the consistency level
among the staffs. Milton Hotels would get chance in gaining effective employees for their hotels
if the skills and goals are set in proper manner. Providing equal payment to every recruited
employee can help the company to reduce the conflict level in the organization. Apart from this,
Milton Hotel of Queenstown can increase further branches in future with the development of
their goals based on the above table.
Milestone planning
Milestone Mar
-19
Apr
-19
May
-19
Jun
-19
Jul
-19
Aug
-19
Sep
-19
Oct
-19
Nov
-19
Dec
-19
Jan
-20
Feb
-20
Identify the
department
-based
Y

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services
and
knowledge
Identify the
department
-based
recruitment
details
Y
Develop a
recruitment
plan
according
to company
policies
Y
Advertise
to attract
candidates
Y Y Y
Interview
and
selection
Y Y Y
Primary
training
Y Y Y Y
Supervisio
n of
employees
Y Y Y Y Y Y Y Y Y
Develop a
training
plan
Y Y

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according
to company
policies
and
employee
competenc
e
Train the
employees
to increase
knowledge
Y Y Y Y Y Y Y Y
Table 2: Milestone planning for Milton hotel in Queensland
As per the milestone plan, the company will have to complete recruiting staffs for the new
branch before the hotel’s inauguration in July 2019. The major portion of primary training will
also be rendered before the event. After selection of the employees, their competence will be
regularly monitored and regular training will be provided to improve their efficiency. The HR
team will develop the secondary training plan after July 2019 according to the employees’
competence level.
Risks and limitations
 The first risk in the HR planning is the inability to recruit efficient employees in Milton’s
departments. This risk may be generated due to ineffective marketing and improper job
description.
 The HR team’s supervision ability may be limited due to increased work load. In that
case the employee competence might not be evaluated effectively and the job satisfaction
level may get reduced (García-Granero et al. 2015).
 The company may face budget exhaustion due to excessive training programs. The HR
team must consult with the account manager of Milton to assure the viability of the
training plans.

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Figure 1: Relevant risk in HR planning
(Source: Adapted from García-Granero et al. 2015)
Stage Two: Human Resource plan for Milton Hotel in Mount Maunganui, Bay of Islands,
Milford Sound and Gisborne
The management of the Milton Hotel has planned to open new prime tourist locations in different
places such as Mount Maunganui, Bay of Islands, Gisborne and Milford Sound. For all these
things, the management needs to properly focus on their Human Resource (HR) management in
order to provide the best services to their valuable customers (Madera et al. 2017). It has been
decided by the authority of the organization to open new Milton Hotel within October 2019 for
which they can focus mainly on the HR planning as it can help them to recruit the most skilled
staffs for their organization as well as new branches. The entire planning can be commenced
from March 2019 to February 2020. The following sections have provided information regarding
the HR planning in order to recruit and train staffs for their new hotels in a proper manner. The
company has planned for bringing new attracting schemes for the employees those will be hired
for the Milton Hotels such as recognitions, incentives and rewards for the best employee of the
relevant risk in HR
planning
ineffective
supervision
inability to
attract
candidates
Budget
exhaustion

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month. This is a unique and attractive plan which can help in gaining potential employees for the
company.
Importance of the HR planning
It is estimated that HR planning focuses on the recruitment process for an organization as well as
the training process for the staffs. Moreover, the HR planning helps in successful recruitment of
skilled staffs within an organization. Therefore, the company has planned to develop their HR
planning in a proper manner based on which they can maintain a proper recruitment of staffs that
can develop their customer related services. As per the notations of Murray & Yaghoubi (2018),
HR planning identifies the changes for the organization depending on which their training related
strategies can be developed. (Refer to Appendix 1)
Through the proper HR planning, the HR managers of the Milton Hotel can identify the
requirements of training for the employees who can be recruited by them in the major four
branches. It needs to be mentioned that through the proper Human Resource planning, the
management of Milton Hotel can identify the number of staffs required for their organizations.
With the proper development of HR planning in the above mentioned hotel, the HR managers
can assist the staffs to recognize the human resources of their organization for its further usages.
As per the Employment Relations Act 2000, it is the duty of the HR managers to maintain proper
relations among staffs which can also be implemented through proper HR planning (Bowie et al.
2016). Finally, it can be said that the HR planning in Milton Hotel can also help the staffs to
enhance their work productivity as well as efficiency.
Goals and Scope of HR planning for the new hotels
The following table has shown the goals and scopes of the Milton Hotel and the strategies to
meet the objectives in a proper manner:
Goals Scopes Strategies Measurement of
Success
To recruit the
number of staffs for
It can enhance the
opportunities of the
In such a case, the
hierarchy of Milton
The management of
the new hotels can

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facilitating the new
branches of Milton
Hotel in a systematic
manner
management to
complete their works
such as customer
services within short
time span. It can also
help to develop their
profits from the
respective market
(Kruesi &
Zámborský, 2016).
Hotel needs to recruit
the skilled Human
Resource managers
who can identify the
skilled staffs for the
organization through
applying accurate
ideas.
collect feedback from
customers as well as
gather reviews from
them through which
they can be assured
regarding the service
quality of their staffs
(Gursoy, 2017).
To develop customer
service related
training for the
staffs in order to
accelerate their
work efficiencies
This goal can help the
organization to meet
the expectations of
customers. On the
other hand, it can also
broaden the customer
satisfaction which can
provide their revenue
growth (Gursoy,
2017).
In such a case, the
HR managers can
provide the customer
centric training to the
staffs. They can also
develop the customer
centered approaches
of staffs within
training period to
serve the best for
their valuable
customers (Kruesi &
Zámborský, 2016).
The authority of
Milton Hotel can
measure their profit
growth through which
they can identify their
success level.
Table 3: Goals and Scopes of HR planning
Milestone planning
Objectives Oct 19 Nov 19 Dec 19 Jan 20 Feb 20