HRM Report: Analysis of Hilton's Human Resource Management Strategies

This report provides a detailed analysis of human resource management (HRM) within Hilton, a leading hotel brand. The report begins with an introduction to HRM, emphasizing its role in maximizing employee performance. It then explores Hilton's HRM practices, including recruitment strategies, strategy formulation, and resource allocation. The report further examines the current state of employment relations within Hilton, highlighting communication methods, employee recognition programs, and the importance of providing adequate rest time. It also discusses various laws related to the hospitality industry, such as equity law, leave acts, employment relations acts, employment rights acts, and maternity leave. The report then delves into job descriptions and person specifications, using the example of a customer service agent. The report concludes by emphasizing the contribution of development for effective operations. Overall, the report provides a comprehensive overview of Hilton's HRM strategies, demonstrating how the company manages its personnel to achieve its goals and maintain a positive work environment.

HUMAN RESOURSE
MAANGEEMNT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
1.1Role and purpose of human resource management...........................................................1
1.2Human resources plan in Hilton........................................................................................2
2.1Current state of employment relation in Hilton.................................................................3
2.2Different laws related to hospitality industry....................................................................4
TASK B...........................................................................................................................................5
3.1Discuss a job description and person specification...........................................................5
3.2Comparison of recruitment resources in different industries............................................6
4.1Contribution of development for effective operations......................................................7
CONCLUSION................................................................................................................................8

INTRODUCTION
Human resource management is an important process for every organisation as it
contributes in maximising the performance of staff members. Policies and a set system is
followed by management in order to ensure that requirements of personnel are fulfilled while
they are working with a particular business entity. Hilton is dealing in service industry since
1919 and has become a leading establishment in hotel industry. Following report will discuss
how the cited organization mange its personnel in order to achieve its goals. Learner will get to
know about different roles and purpose of HR management and how planning is done for the
same. Thereafter, report will enlighten the user about current relations which is maintained by
management of cited company with its employees (Hendry, 2012). Also in the following report it
is discussed how the process of recruitment in Hilton is different than that of other industry.
TASK A
1.1Role and purpose of human resource management
Hilton is a big hotel brand which has its various chains all over the world. As it is a
service industry personnel administration is of immense importance in order to carry out daily
work with effectiveness. Human resource management is a process through which employees
are managed in any sector. In order to have an efficient staff it is important that he must posses
various qualities skills and attitude that may result into increase in output. If an organisation wish
to achieve its goals it is necessary that employees of the same are dedicated and perform their
functions with at most care (Armstrong and Taylor, 2014). Role and need of HR management in
Hilton is given below;
1.Recruitment – It is a process through which employees are given placement in given
organisation. This is the most important role of given department as through this right person is
made available at right time for the correct job. It is a very crucial process as its outcomes will
have major effect on profitability of the cited business. Also it is a role of human resources
management to make sure that required number of employees are made available on time so that
work can be continued as case of both deficit and excess of staff is a non profitable situation for
business.
2. Strategy formulation – in order to give best results it is better to follow a particular strategy
as this gives a common guideline to whole institution as how to carry out distinct operations.
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Personnel management perform various roles in order to formulate best working styles in
business so that all resources can be utilised in its best manner (Boxall and Purcell, 2011).
3. Allocation of resources – There are variety of facilitate which are provide by cited company
to its customer. Investment in each has to be done in a manner that it gives maximum output and
satisfaction to business. Therefore it is also a crucial duty of management system that they
allocate resources in a manner that wastage is minimised. As much of cash is blocked in
gathering different facilities administration bodies should make sure that they take right decision
and compare different alternative before selecting any one option.
4.Controlling turnover – Much cost is spent is selection process and recruiting right person.
Once a candidate is chosen for a particular job he is provided with training regarding his work
therefore it becomes an important issue to control turnover ratio from the cited company. If it is
not checked than it will lead to loss of resources time and companies image. For this motivation
and good working environment has to be provided to all those who are working with cited
company and for this also human resources management plays an important role.
1.2 Human resources plan in Hilton
Personnel planning is of vital nature for cited company as it is a labour intensive sector. It
is process through which requirement of employees in business are identified and accordingly
arrangements are done in present so that working of concern enterprise do not get affected in
future. In this management make sure that required number of workers are available at different
department and in case it is observed that demand is more than accordingly actions are taken
(Daley, 2012). Proper planning is done in cited enterprise by estimating supply and demand of
labour in following manner:
Competitive staff – It is a prime objective for any business as human resources consist of major
part in any commercial enterprise and effects performance to a great extent. Therefore, recruiting
team makes sure that it selects best person who can give good results.
Forecasting – In this management do analysis of requirements that may occur in future about
employees. Through this process it is identified that what all will be required from a particular
candidate to perform his job in business. In this specification of a particular task is first examined
so that according person is selected. As recruitment process takes time to give results it is
important that it is started on right time so that deficit situation can be avoided.
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Controlling labour turnover – By analysing previous trend cited company examine reasons
behind why workers leave job even after when they are provided with good working
environment. It is an important process as through this planning is done to minimise turnover
ratios as it is a negative sign for any organisation and also leads to loss of various resources
(Guest, 2011).
Job description – Planning for human resource also depends widely on for what purpose labour
is required. It is important part of making arrangements as in order to recruit right person firstly
it is necessary to know what are the specifications that need to b present in selected candidate.
2.1 Current state of employment relation in Hilton
As cited company is a part of labour intensive industry it maintains a very good
connection with those working with them. Company take various efforts in order mange relations
with employees as they are the pillars for any organization. It hires employees from various
distinct parts of country and therefore people from different culture work together under same
roof. Therefore, it creates more pressure on management to maintain healthy surroundings in its
premises so that everyone can work with maximum dedication. For this administration of cited
company maintains equality at work place which creates a positive attitude in all as they know
that they will be getting same opportunities like others to grow. Policies are also formulated
which states responsibility of authority towards their staff which gives them assurance of safety
at work place. It is an important factor as only if good relations are maintained problems at work
place can be avoided as employees are not robot, they need to be given required importance so
that desired outcomes from them can be achieved. Hilton use various methods in order to
develop good relation with their employees like:
Communication – it is a good element which help in promoting effective relationships between
management and employees. Interaction sessions are done on regular basis in which distinct
authorities at various levels which help in determining flaws of various sectors which with good
relations also help business to know what all are the difficulties faced by employees at different
levels (Jiangand et. al., 2012).
Employee recognition – It is a positive method of improving social contact with staff members
as they feel motivated through this system. Management of cited company do evaluation of its
employees and rank them accordingly. Than in end of every financial year workers are given
rewards according to their performance which boost everyone to give their best results. When an
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employee is appreciated in front of all it increases his morale and therefore he develops good
relation with enterprise.
Enough rest time – As human resource perform various task in given enterprise it is necessary
that they are provided with enough breaks in order to maintain their work efficiency.
Management of cited company provide their employees with required gap in work as if they are
not given than it will lead to fatigue and also they will start developing negative attitude towards
their job which will in end effect relation with business heads (Meredith, 2011).
2.2 Different laws related to hospitality industry
Every state has its own employment laws related to human resource management which affect
the overall enterprise. In fact legal rules and regulation have a greater impact on the personnel
management of a cited company. Therefore central government have enacted many more laws
and sections to protect the employment or labours from any exploitation or disparity.
Here is a some effective laws amended by advisory bodies to prevent employees from
discrimination-
 Equity law- It defines as body of law which was formed in the English court of chancery
and which is now include in common law. Basically this law is amended by governing
body to protect the employees of Hilton from any penalties as well as it is a set of
remedies or solutions.
 Leave act- According to this act employees or workers have the authority to acquire
leave and an enterprise is liable to provide unpaid leave for any necessary or medical
reasons. In fact a cited company must fulfil the terms and conditions of establishing a
business by following various essential norms and beliefs.
 Employment relation act – Managers of a cited company always try to create a healthy
and friendly relations with their employees to maintain the decorum of an organization. In
fact polite nature of a supervisors always motivate workers towards their goals and
objectives. Legal bodies have implemented many more laws to protect labours from
discrimination as well as negative surroundings.
 Employment right act- Advisory bodies try to prevent the rights or authority of
employees by executing effective policies which try to establish democratic world.
According to this law employment of cited enterprise haver the authority to express the
opinion and claim for their rights (Huselid and Becker, 2012).
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 Maternity leave – It is important to provide females required rest at the time of their
pregnancy. It is their legal right to be paid even when they are not actually performing
work at Hilton.
All these above law effects the decision making in the cited company as management has to
ensure that they are working with the limits of given law so that it remains free from any
legal proceedings. If violation is done than action is taken against them which also effects
the brand image.
TASK B
3.1 Discuss a job description and person specification
In Hilton there are variety of requirements at different levels of operations. Each job has
their own define needs and therefore while conducting process of selecting those needs has to be
ensured that they are present in candidate who is selected for that occupation. Given below is an
example of personnel specific characteristics to be appointed at a particular job.
Division – Customer service
Job title – Agent to assist clients
Task summary
As cited company deals with customers on daily basis it is important to have an effective person
at this job. Clients remain in direct contact with an individual at this post in order to resolve their
quarries. He is responsible to attend the person visiting Hilton and give a warm welcome to him.
Core roles to be performed
Welcome guest – It is a prime responsibility of person placed at this post to make sure that
customers all confusions or quarries are solved so that they can continue with their services. As
person visiting the place is a guest to company he has to give comfort to given most care in order
to make his visit a good experience (Wright and McMahan, 2011).
Manage lost and found – The most important factor that has to be maintained in this sector is to
ensure security of visitors. As there are various employees from distinct backgrounds work
together there are cases when practices like misplace of clients belonging take place. In this
situation person at client service job has to perform the most important role. He has to take care
that all the required actions are taken by him in that situation so that it can be resolved at early as
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possible. Investigation should be done properly so that no important influential factor is missed
out.
Communicating quality knowledge – As the place is new to customer it is important tat they
are provided with all those information which may affect their stay in hotel. Areas which are
prone to accidents like some work in process sites, slippery floor etc. should be told before so
that they can take care of the same (Purce, 2014).
Personal profile
Age criteria – Before giving a particular job to a an individual it should be ensured that his age is
acceptable to perform that particular task so that it does not harm his health.
Experience – As the cited entity is a big brand it is important that person must have enough
experience so that he can perform his duties and task effectively. A non knowledgeable person
do not fit for this profile as he needs to take various responsibility which can not be given to a
fresher.
Multi tasking – variety of job roles come also with this post which demand a parson to be able to
work with flexibility.
Patient by nature – Hilton faces a great amount of pressure at the time of peak seasons. This led
to increase in force on employees which start disturbing their attitude towards their job.
3.2 Comparison of recruitment resources in different industries
There are so many tools and techniques which are used by the hotel Hilton in the
recruitment process that can be changed as per the nature of job and the availability of the
resources. There are also different factors which affects the recruitment process. However,
human resource management becomes the most populous market which knows the importance of
human resources and it treats such resource as an assets so that the cited organization can able to
take the competitive advantage over the rivals. It's been analysed over the years that the without
having the proper human resource management company is not able to optimum revenues which
could lead the cited firm for making the firm so prosperous. The recruitment and selection
process is made by way of screening test among the most eligible candidates and then select as
per the pre-set standard. In the hospitality sector, the recruitment process takes place via two
manner, first is direct interview and the other one is by way of agents (CHUANG and Liao,
2010). While in the retail sector, the recruitment and selection process varies, as there is no such
close monitoring while recruiting the candidate. In the retail market, the candidate must be good
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enough so that he or she can attract the prospective consumers during the official meeting and
also he or she have the good communication skills in order to pull the consumers to choose the
product of the company. The HR staff in retail sector recruit the candidate as per their
communication skills and their attractiveness, he does not concern much about its qualification.
But if we talk about the hospitality sector, then the human resource managers would be very
strict for the selection process (Bloom and Van, 2011). As it is a hospitality industry its selection
process is different from that of the other companies which are dealing in health and social care.
In Hilton it is assured that screening of more candidates is done so that candidate which posses
maximum skills is selected. Also it can use the internal source of selection as different
designations offer change in responsibilities but do not demand much extra special qualities
which can not taught. On the other hand in health sector it is difficulty to hire personnel from
within the boundaries as every job has their own unique specifications for which it is necessary
to employ person from outside. Any mistake in selecting the candidate may cause major loss.
4.1 Contribution of development for effective operations
Training is a process through which skills and knowledge of an individual is raised. It
helps in getting more effective results from employees. As variety of task has to be performed in
concern entity it is necessary that person concern has knowledge about it as only than he can
make an effective use of provided resources (Bloom and Reenen, 2011). Hilton follow a set
pattern to train their staff periodically so that innovation can be done in their practices which is
very important to face competition in dynamic business environment. Importance development
can be better understand in following manner:
1. Increase efficiency – All those who are working with company learn to improve their
results through training. Through this process they are taught how given resources can be
utilised in most effective manner so that no wastage take place and total cost of
production can be minimised to minimum (Albrech, 2011).
2. New joiners – In case of a fresh entry of a candidate into the Hilton giving knowledge
about his job specifications help much in getting the desired work done from them.
Before putting them on job it is important that they are made familiar with work place as
without that they can not continue with their task.
3. Reduce wastage – A trained employee know how to use various resources in perfect
manner. It can be checked by comparing the output given by two different entities in
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which knowledge to one is given to only one. As much cost is invested in procuring the
resources it is important that they are utilised with maximum care (Kehoe and Wright,
2013).
4. Motivate employees – When training is provided to the staff members their skills are
developed which becomes their life long assets. This way individual development take
place which increase their self confidence. Therefore, they work with more interest and
dedication and take voluntary work also to enhance their personality.
5. Improve relation – In the process of development people working at distinct level come
in contact with each other. They interact and this way healthy relation is developed
among employees and management which also creates a healthy environment in whole
enterprise (Kusluvan and et.al., 2010).
CONCLUSION
From the above report it can be concluded that Hilton is having an efficient human
resources management system as it is developing with a good speed. There are variety of roles
performed by distinct personnel management like recruiting, training, communicating etc. it is
given that in order to maintain required number of employees it is necessary to do the future
requirements evaluation in present so that working of Hilton do not get affected. Than the report
shows that company hires an experienced candidate which has various other qualities also as it is
a big brand. Lastly the above study concluded with how service industry carry out its selection
process which is different from that of IT sector organisations.
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