Human Resource Management Report for Service Industries: Hilton Hotel

This report provides an in-depth analysis of Human Resource Management (HRM) practices within the context of the Hilton Hotel, a leading hospitality company in the UK. The report begins with an introduction to HRM and its significance, followed by an examination of the roles and objectives of HRM within the Hilton Hotel, including collaboration, capacity building, strategic partnerships, advocacy, and change management. It also explores the current state of employment relations, emphasizing the importance of positive relationships between management and employees. Furthermore, the report delves into the impact of employment laws, such as the Employment Relations Act, Employment Right Act, Equal Opportunity Act, Equal Pay Act, and National Minimum Wage Act, on manpower management within the hotel. The report also discusses the human resource planning process at Hilton, including identifying vacant positions, determining capabilities, identifying candidates, developing succession plans, and evaluating effectiveness. Finally, it covers the recruitment and selection processes, as well as the importance of training and development activities for the hotel's operations. This report aims to provide a comprehensive understanding of HRM in the service industry, specifically focusing on the practices and challenges faced by Hilton Hotel.

HUMAN RESOURCE
MANAGEMENT

INTRODUCTION
Human resource management (HRM) is a process by which employees are hired and
developed so that they can become more valuable for the organisation. It helps in improving the
performance of workers as well as entire business system. It includes job analysis, planning, job
specification, recruitment, training and development which aids in managing employees in an
effective manner, so that they can contribute in the success of company. The current project is
based on Hilton Hotel which deals in service sector and it is the largest company in the
hospitality industry of UK. The report explains roles and objectives of human resource
management, current state of employment relation in a company, employment law that affects
the control of man power etc. Along with this, job description and specification, selection
process and importance of training and development activities in the operation of Hilton Hotel
etc. are explained at the current study.
TASK A
1.1 Role and purpose of HRM within the Hilton Hotel Stratford
In current scenario, HRM department is very important because it assists in achieving the
desired result or outcome. It manages or control the employees' activities so that they can highly
contribute in achieving the desired goals and purposes of the firm.
Role of HRM- This department has to perform many roles in an organisation which are
such as follows-
 Collaboration- In Hilton Hotel, there is requirement of good coordination between
management and HR division for developing the employees' skills and knowledge. The
human resource department plays role to formulate strategies for maintaining and
strengthening the coordination between management and employees (Armstrong and
Taylor, 2014).
 Building capacity- Administration supports in increasing the capacity of business so it
can offer a unique set of goods and services to its customers.
 Strategic partner- A HR person plays an important part in the growth and continuity of
the business plan and achieve goals in hospitality industry. In simple term, it can be said
that this section assists in achieving the success by working as per business planning.
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 Advocator- HR person plays an integral role in Hilton Hotel that supports in achieving
the organisational goal and aims. As an exponent, HR manager creates healthy working
environment that motivates workers in order to contribute in success of company.
 Change champions- Change is very essential and basic part for every industry and
hospitality sector as well (The Role of Human Resource Management in Organizations,
2017). For adopting a change, the HR manager helps a lot to the Hilton Hotel and apply
change strategies for achieving the mission.
Purpose of HRM- Administration sets up in a hotel because of many reasons which are
such as follows-
 To help organisation in order to attain its desired result in effective and efficient manner
by providing competent and motivated workers that can work accordingly.
 To utilize the available resources in an impressive manner so that it can achieve
competitive advantages over its competitors (Hendry, 2012).
 Maintaining coordination and good relation among people which is re.
 To motivate the employees for doing work according to the standards.
 To increase the manpower's job satisfaction and self-actualization within cited hotel.
 To enhance the quality of work which makes the Hilton hotel specific and assists in
providing good quality of services to its customers.
 Compliance with all rules and regulation related to employment and maintain ethical
policies, and behaviour within or outside the enterprise regarding to the Hotel.
 To align the individual objectives with organisational goal.
 To assist in managing conflict and personality development and also manage change in
the company.
 It maintains proper communication and better human relation within an organisation.
1.2 Human resource plan for Hilton Hotel Stratford
Human resource planning is a process by which current and future requirement of man
power is identified for an organisation to attain its goals (Guest, 2011). It is like a link between
human resource management and strategic planning. This planning is very important for a
company because it protects the establishment from over and under staffing that helps in saving
time and money.
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Manpower planning process of Hilton Hotel is based on the supply and demand for
labour are as follows-
 Identify vacant position- First step of manpower planning within Hilton Hotel is to
identify the empty position in company that should be filled within certain period of time.
 Determine the capabilities for vacant position- After identifying the number of vacant
position, Hilton Hotel decides the capability that would be required for performing the
specific task which are assigned for the people of the vacant positions. On the basis of the
requirement of the skill to perform the work, the management makes the plan (Jiang and
et.al., 2012).
 Identify the candidate- In the third stage, management of Hilton Hotel determines the
interested candidates and evaluates them against the capabilities that are required for that
position. If the interested candidate has those capabilities then he will be recruited and
selected in the hotel. The candidate with appropriate capabilities will be selected and
others will be rejected.
 Develop and implement succession plans- At this stage, HR manager has responsibility
to determine the areas where they can implement succession and knowledge transfer
plans easily and in effective manner.
 Evaluate effectiveness- At this last stage, the effectiveness of planning is checked. If
these plans make the hotel competent and efficient then it will be assumed that this action
is effective and it will help the company in attaining the agreed result or outcome.
The human resource planning of Hilton Hotel should be done according to the following
requirement- Resourcing strategy- It comprises those resources which will help in achieving
competitive advantages and Hilton Hotel wants to attain it by reducing staff cost and
enhancing their productivity. Demand and supply forecasting- It includes the demand of employees for future. In
Hilton Hotel, the requirement of staff is evaluated while keeping internal and external
manpower availability. For achieving competitive advantage, demand and supply
forecasting should be done in proper way (Meredith Belbin, 2011).
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 Work environment- The hotel should provide good working environment because it will
help in enhancing commitment and job engagement that is very important in every
industrial sector.
 Retention- To retain the employees in company is a major issue because Hilton Hotel
provides lower amount of compensation. For holding the employees, the enterprise
should adopt the best retention strategies that is important for man power planning. It has
to develop plans which reduce the worker turnover and enhance the loyalty (Buller and
McEvoy, 2012).
TASK 2
2.1 Current state of employment relations in the company of hotel in industry like Hilton
Employee relation is very important aspect in manpower planning because if the
management and employees do not have good relations then organisation will not reach to its
decided destination. Good relation between worker and employer increases job satisfaction,
productivity, motivation and morale that is very crucial in hospitality industry. In UK, it is
expected that employees or employer both will follow the rules and regulation of the country.
Employee relationship has many elements which are as follows-
 Contract of employment
 Discrimination
 Regulation of working time
 Termination of employment contract
 Contractual and statutory employment right etc.
In every sector, there is not good relation between man power and employer except
Hilton Hotel. It has satisfactory relation that's why it is the largest company in UK. Every
company should know about its statutory rights and responsibility that are applicable in their
sphere (Dul, Ceylan and Jaspers, 2011). The contract of employment should be done according
to the legal laws and rules and should be closely monitored. All the employees and firms of
hospitality industry are concerned about the working time, overtime, discipline and so on.
State of employees of Hilton Hotel is same as in other hospitality industry at organisation
point of view. Company has main strategy to reduce the cost which is different from other
enterprise and makes company unique in the market. According to the law there should be
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transparency in every transaction and employees should have freedom for doing work according
to the contract. Thus, from the above discussion, it can be said that Hilton Hotel is trying to
maintain good relation with its workers so that it can reach to its decided destination.
Healthy relation has many benefits for the Hilton Hotel which are described as below:
 It enhances the productivity of entire organisation as well as of the employees.
 It increases the goodwill of the company because if worker will be happy then they will
spread positive word of mouth (Bloom and Van Reenen, 2011).
 Manpower will be motivated for doing work effectively and efficiently.
 It will reduce employees’ turnover that will save the time and cost of the company which
has to incur on acquiring new employees.
 It will rise the job satisfaction and morale of workers.
2.2 Impact of employment law on management of manpower in the Hilton Hotel
Employment laws direct or guide the company and informs that how an activity can be
completed within specified period of time or deadline. In UK, there are many legal laws that
have to follow by Hilton hotel while implementing or formulating human resource policy. There
are many employment laws which are as follows-
 Employment Relation Act- The respective law supports in maintaining harmonious
relation between employees and employers that is very essential for attaining the desired
objectives. This act discusses employees’ vs independent contractor, duties and
obligation, termination of employment, personal grievances, collective bargaining etc.
 Employment Right Act 1996- This framework provides equal rights to every member of
the company and also protects the rights of employer as well as of workforce. It discusses
about wages and payment, suspension, childcare, unfair dismissal, employer insolvency
and so on (Felstiner, 2011).
Both above mentioned laws are applicable to Hilton Hotel for managing the man power
in an effective and efficient manner. Further, both the laws or frameworks or acts are applied
within firm at the majority level. According to this act, Hilton Hotel has to define their workers
as well as independent contractor which are very important for the company. Further, it has to
allow freedom to their employees for engaging in any union activity.
Employment Right Act is concerned related to work on Sunday, national holiday and
overtime. Also, they have to employ female employees for late hours since the requirement of
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company. For these requirements, this act influences human resource management of Hilton
Hotel.
 Equal Opportunity Act- According to this concept, all employees should be treated
equally and should get equal opportunity or chance of growth. In short, it can be said that,
there should be no discrimination on the basis of race, colour, cast and so on. If there will
be no favouritism then workers will be motivated and will work effectively and
efficiently (FBA, 2011). Organisation should execute pay for performance strategy that
will help in controlling employee compensation costs. Therefore, expenses or workforce
turnover will be resolve up to the higher extent which effects on the profitability
condition in favourable manner. Along with this, problem of employee disputes and
conflicts reduce in adequate manner which make the working environment of Hilton
Hotel highly better.
 Equal Pay Act 1970- According to this act, every worker should be paid equally if they
are working on same position and are doing same work. There should be no
discrimination on the basis of gender, religion etc. Moreover, the hotel has to give same
wages and salary to those employees who are working at same position and period. When
the Hilton Hotel apply this particular act, then supportive in terms of resolving issues of
the employee conflicts.
 National Minimum Wage Act 1998- This act clearly states that every person who is
working in the organisation should be paid at least minimum amount that is fixed by
government. In this employer has to pay that amount and cannot deny to pay that sum of
money. Apart from the framework, there are minimum wages fixed by the labour union
as well of different types of unions. If the company will not provide such kind of salary
or wages to workforce then level of resignation will increase (Hendry, 2012). Further,
Hilton Hotel cannot retain exiting workers which create negative impact in the eyes of
workforce and corporate world both.
 Health and Safety Act 1974- This particular act or concept defines that employer should
provide all equipment related to health and safety of employees. If hotel will not provide
this then he will be liable for penalty or punishment as the case may be in legal manner.
In addition to this, the management has to arrange or organise the campaigns where
health check-up is done of the employees. Moreover, first-aid box must be there which
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helps to do primary treatments. This will make the workplace of Hilton hotel very healthy
and attract to more number of employees. Along with this, efficiency and productivity
both will be enhance of the workforce which create positive impact of the hotel.
TASK 3
3.1 Job description and specification for Hilton Hotel Stratford
Job description- It contains information related to the job like job identification,
responsibility, designation, working hours, working conditions and so on. Before inviting the
candidate, Hilton Hotel prepares this document so that person can know about the post then
applied for that particular designation. Generally, it is prepared after doing job analysis which
includes the evaluation of tasks or any other activities that are required for performing the work
given (Glynn, 2011).
Job specification- In this document, it is specified by the HR manager of Hilton Hotel
that, what qualifications should have in the candidate for applying on that specific job post like
receptionist. The letter of job specification is the concept which includes information like
required skills, knowledge, qualifications, experience, attributes etc. for the receptionist.
Moreover, with the reference of Hilton Hotel on the post of receptionist job description
and specification are given as below:
Job Description
Company- Hilton Hotel
Job Title- Receptionist
Job summary
Receptionist should guide or instruct the consumers or guest and take care of them. If they have
any requirement and issues with the services of Hotel then that should be provided as soon as
possible to the guests. Along with this, their problems should be sought so that they can be
satisfied with the services offered by the hotel.
Duties and responsibility:
 To handle the problems of guests or customers.
 To instructs them after check-in at the hotel.
 To take care of them and ask something if they needed anything.
 At the time of emergency, to instruct them what to do or not to do.
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 Complete the procedures of hotel at the time of arriving and leaving hotel by the
customers (Boxall and Purcell, 2011).
 Make the bills of given services and take payment from customers.
Job specification
Qualification:
 Should have the degree of at least graduation.
 Must be completed course of the receptionist.
Experience:
 Preference will be given to at least one-year experienced candidate.
 Must have knowledge to handle customers and guests.
Skills:
 Should have good communication skills.
 Must be attractive and confident.
 Must have positive attitude and attributes.
 Should know regional as well as English language.
 Should have good dressing sense and so on.
 Should be honest, loyal, hard worker and flexible in any working hours.
For developing a job description, Hilton Hotel follows some steps which are given below-
 Collect background information.
 Select representative positions.
 Collect job related information.
 Develop job description.
 At last to develop job specification (Khan, Khan and Khan, 2011).
These both document assists in getting the best employees who will be fit for the job and
will contribute in getting the desired result or outcome. These papers support in identifying the
best candidate according to the requirement.
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3.2 Comparison of selection process between two industries like airline and hospitality
Selection is a procedure of hiring or recruiting any person from the pool of candidates.
Individual is selected on the basis of his qualification, skills, knowledge that are required for
performing a specific task or job. Its main objective is to employ the best and qualified person
who will be suitable for performing that job. In order to make such kind of comparison, there are
two industries undertaken which are such as airline as well as hospitality. Under this, British
Airways and Hilton Hotel companies are selected respectively.
Every industry adopts different process for selecting a person according to the
requirement. British Airways adopts different selection process for different position for
example- For selection of pilot and flight engineers, the Airways firm adopts the following steps-
 Interview
 Presentations
 Tests
 Psychometrics tests
For these post, individual should be more competent for performing their job while for
selection of flight attendance, it can adopt simple method that is only face to face interview
(Tahir and et.al., 2014). Through this, person can be selected for this post.
From the analysis of selection process of British Airways, it is concluded that
management of this company adopts steps for selecting a person according to the requirement or
post. If any person is not able to impress the interviewer then he will be terminated in each stage
and will not be allowed for moving forward and vice-versa.
While in hotel industry, candidates are allowed for facing each and every stage of
interview whether he is able to impress the interviewer or not.
Evaluation of different selection process-
Selection process is very helpful in selecting a person that will be fit for the job. It has
many other advantages which are given below-
 It assists in reducing cost because it selects those persons who are fit for the job that does
less wastage.
 It aids the management in reducing trouble because after selection of candidate,
management becomes tension free and can focus on its key areas (CG Davidson, McPhail
and Barry, 2011).
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 Comprehensive selection process helps the management to evaluate the core competency
of candidates and gives opportunities to applicant to show their capabilities.
It has also some disadvantages which are given below-
 Sometimes it fails to select the best employees because of having too many stages in
selection process.
 It creates frustration and takes lots of time and efforts from the management that incurs
more cost.
So, from the above discussions it is cleared that every industry have different selection
process that is adopted according to the requirement or situation. Employees needs specific skills
and knowledge if they are doing work in hospitality industry which will be totally differ from the
knowledge and attitude of employees of hotel industry.
Comparison among the selection process of British Airways and Hilton Hotel is given as below:
Hilton Hotel British airlines
The job description that is chosen for research
to get details about the skills, qualities,
experience, required for the position. Sufficient
time is allowed to accomplished the application
process (Guest, 2011).
The British airlines display the job vacancies
on the website of the company from where
eligible candidates are selected for interviews.
The skills of the head human resource manager
is to deal with all the customers of the hotel
more effectively.
British Airway's focus on establishment of
effective recruitment and selection methods
and more important on training and
development of employees can be understood
by this increase of 5% on the employee costs.
In passing the step one is required to attended a
face to face interview that takes almost 45
minutes.
Hilton hotel carries the recruitment process
more extensively in different parts of the world
The human resource management BA of
prepared Interviews contain tricky questions
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