HND in Hospitality: Human Resource Management Report and Analysis

This report provides a comprehensive analysis of human resource management (HRM) within the hospitality sector, focusing on the context of Hilton Hotel and British Airways. It begins with an introduction to HRM and its key roles, followed by a detailed exploration of job descriptions and person specifications, illustrated with examples. The report then compares the selection processes of different service industries, specifically Hilton Hotel and British Airways, highlighting the steps involved in each. Furthermore, it examines the contribution of training and development activities to effective operations, focusing on how these activities enhance productivity, improve coordination, and increase process efficiency. The report concludes with recommendations for effective HRM practices in the hospitality industry, emphasizing employee needs, legal compliance, and the importance of training and development.

HUMAN
RESOURCE

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2 ...........................................................................................................................................3
3.1 Job description and person specification..........................................................................3
3.2 Compare the selection process of different service industries business...........................7
TASK 3............................................................................................................................................8
4.1 Contribution of training and development activities to effective operations in Hilton hotel8
CONCLUSION................................................................................................................................9
RECOMMENDATIONS...............................................................................................................10

INTRODUCTION
Human resource refers to overall staff working in an organization who put efforts on
regular basis to complete desired targets of business. It can be considered as a key resource of
business as it plays an important role to conduct different operational activities and procedures
along with completing set objectives which facilitates to attain growth of business in future
(Beloglazov, Abawajy and Buyya, 2012). The present report is based on Hilton hotel which is
known as global brand of full service hotels, resorts and flagship brand of American
multinational hospitality company Hilton. It will provide food & beverages, dining options, spa,
pool, meeting and events which is helpful to fulfill actual desires of people in proper manner.
This assignment will focus on roles and purpose of human resource management along with
current employment relations. It will also include effects of employments laws on HRM and job
description as well as person specification. The comparison between selection process and
contribution of training & development activities are given below.
TASK 1
Covered in PPT
TASK 2
3.1 Job description and person specification
There are various kinds of job opportunities available in every organization in order to
fulfill different roles and responsibilities in proper manner. It is essential because people are
required to be managed properly in terms of selecting correct people thoroughly analyzing their
skills or abilities in appropriate way (Boxall and Purcell, 2011). Every specific designation in
company requires particular educational knowledge and experience so that they cab conduct
roles and duties properly along with achieving better results. In context of Hilton Hotel, they are
required to apply effective recruitment and selection method in respect of hiring well skilled
people in organization.
Job description

Detail of the job
Job Title: HR Manager
Associated department: Human Resource Department
Purpose of the job
 Selecting and hiring best candidates.
 To motivate the manpower through boosting up productivity.
 Manage and retain staff members in an organization
Roles and duties
 Conduct effective recruitment and selection methods of well skilled employees (Kehoe
and Wright, 2013).
 Organize appropriate training and development programs for increasing efficiency of
employees.
 Provide performance appraisal to workers for their improve efforts.
Person specifications –
Person Specification for receptionist
Post Details
Department --- Administration
Job title --- Receptionist
Skills
Requirement
Ability to book meeting and
greet clients by listing them
properly as is is considered as
an important for Receptionist
to grab the attention of clients.
Essential/Desirable
Essential
Measurements
Measured by taking a written
test and interview

Have effective communication
skills and Ability to manage
calls and keep reception area
clean. This will be an essential
requirement as proper
coordination help top
management to design their
working plans accordingly
(Bratton and Gold, 2017).
Essential Interview and evaluation of
application form
Manage post & couriers and
follow other instruction of
Administration manager. This
is essential because
mismanagement at reception
desk leads to loss in future.
Remain loyal for company and
perform honestly.
Remain active while working
Dress in professional manner
Be confident and attractive
personality.
Desirable Aptitude and integrity test is
conducted to ascertain their
credibilities
Knowledge
Requirement
Knowledge about
Essential/Desirable
Essential
Measurements
Probe at interview and test

administration paperwork,
Knowledge of management,
Manipulation of guest
information, personal details
and company's work.
Understand the importance of
confidentiality.
Essential Written test and interview
Required to have knowledge
about key computer software's
which aid in day to day
functioning of organizational
activities (Brewster,
Mayrhofer and Morley, 2016).
Essential Take software based test to
ascertain competency
Experience
Requirement Essential/Desirable Measurements
Years of experience of
working in Hotel
Essential Review application form and
test
Experience of working at
reception (at-least 5 years)
Desirable Interview and application form
Qualifications
Requirement Essential/Desirable Measurements
1 year diploma in customer
service management
Essential From application form and
written test
Grade C or above in GCSE Desirable Investigation at interview and

English evaluation application form
Other
Requirement Essential/Desirable Measurement/s
Commitment to attend training
events.
Essential Application form and group
interview
Take care of allotted stuff Desirable Oral test
3.2 Compare the selection process of different service industries business
Selection process of Hilton hotel – This organization apply a very simple and effective
method of selection which helps to hire candidates with efficient skills and education. They
provide an online application form to interested people who register their applications from
which the Hilton Hotel conduct screening of required resumes or CV. In addition to this, they
select appropriate individuals and call them for interview by arranging the same properly to
analyze their skill with their effectiveness through face- to face communication. HR managers
set criteria of direct questions to judge desired qualities and skills and select the best one for
specific designation (Daley, 2012).
Steps of selection process in Hilton Hotel
 Provide online application form
 Screening of CV or resume
 Invite for interview
 Select best candidate
Selection process of British Airways – In context to British airways, they also provide
online application form to interested candidates so that they can apply for suitable post

respectively. They invite selected registrations of people and conduct several tests like written
test, medical test and panel interview for different designations like Pilot (Brewster and
Hegewisch, 2017). At the other hand, written includes aptitude test, reasoning and mathematics
which is quite tough and they have long procedure to select desired candidate for particular
position.
Steps of selection process in British Airways
 Provide online registration form
 Conduct aptitude test including reasoning and mathematics
 Panel interview
 Medical test
 Final selection
Comparison between selection process of Hilton hotel and British Airways
Hilton hotel British Airways
 They gain online registrations of
candidates and directly invite them for
interview and select them appropriately
(Lengnick-Hall, Beck and Lengnick-
Hall, 2011).
 The Hilton hotel has small and simple
method of selecting which do not create
confusion.
 Their selection method is less time
consuming and low cost is required.
 They also provide online application
form form to conduct screening of
desired resumes or CV.
 The British Airways has complex
method of selection including aptitude
test, medical test and a panel interview.
 The selection technique is very time
consuming and long process along
with needs more amount of funds.

TASK 3
4.1 Contribution of training and development activities to effective operations in Hilton hotel
Training and development can be described as to conduct effective as well as efficient
educational or learning programs in order to improve knowledge and skills of workers
(Bamberger, Meshoulam and Biron, 2014). It will provide support to enhance both professional
and personal career because learning will create several opportunities for future and benefits to
organization in terms of increasing productivity on regular basis (Gruman and Saks, 2011).
However, it will facilitate to adopt new technology in operations which helps to generate better
productivity with perfection in respect of attaining satisfaction of clients. Meanwhile, advanced
technology is beneficial to make product or brand more attractive and effective among people.
Moreover, it will provide support to attract new customers among with retaining the current ones
facilitates to achieve growth of business. In addition to this, Hilton Hotel should organize
effective training and development events which contribute to operations.
Increase productivity – This can be described as increased outcomes from every
individual which helps to boost up overall productivity of an organization. It is helpful to provide
services or products to customers on desired time which is helpful to serve them appropriately
along with achieving their satisfaction as well. In case of Hilton Hotel, they should conduct
training programs to enhance skills of staff members which facilitates to improve productivity of
business.
Improve coordination – The improved skills and knowledge through effective
educational events provide support to establish better coordination and cooperation among
workers of operations. It will facilitate to perform various tasks through team work by generating
better outputs which results into completing targets on desired time. In context of Hilton Hotel,
they are required to enhance abilities of employees so that they can increase their coordination
with other to conduct operations effectively (Hendry, 2012).
Increase efficiency of processes – The enhanced skills and knowledge level of people
helps to increase efficiencies of operational procedures as they are carried out appropriately
through putting proper efforts. It involves to speed up the overall operations which helps to
supply product or services on time to fulfill requirements of customers properly. Moreover,

Hilton hotel can also improve their operational effectiveness with help of increasing capabilities
of staff through training events (Purce, 2014).
CONCLUSION
From the above report, it is concluded that human resource can be described as overall
staff working in an organization who put efforts on regular basis to complete desired targets of
business. It include purpose of HRM including performance management & appraisal and
achieve objectives along with roles like recruitment & selection as well as training &
development. However, it involves importance of human resource planning and need of
analyzing demand and supply in given hotel for serving guests with satisfaction in proper
manner. Moreover, there are several legislation required to be followed such as health & safety
at work act 1974, licensing act 1964, data protection act 1998 and equality act 2010. At last, it
consists contribution of training & development involving increase productivity, improve
coordination and increase efficiency of processes.
RECOMMENDATIONS
From above report, it has been analyzed that effective procedures are required to conduct
human resource management in proper manner. It is recommended that organization should
focus on employee needs and put efforts to fulfill the desired ones because it will motivate them
for increasing performance and they become loyal as well. Moreover, it is suggested to apply
legislation as they are helpful to run business in correct direction and helps to avoid negative
legal actions against the company. Additionally, it is recommended to conduct training activities
like learning seminars, events or workshops which facilitate development in business.

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