People Management, Grievances and Disciplinary Issues at Hilton Hotel

This essay examines the critical aspects of people management, specifically focusing on grievance and disciplinary issues within the Hilton Hotel, a large establishment in the hospitality industry. The essay highlights the significance of effective human resource management, including recruitment,...Read More

MANAGING PEOPLE

Table of Contents
INTRODUCTION...........................................................................................................................3
ESSAY.............................................................................................................................................3
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Managing people is an art not everyone can master. Every person is different and unique
in its own sense. Some people are difficult to handle while others are easy. People has different
tantrums, some are talented others are talented but not cooperative, some of them believes in
hard work whereas some are not (Postel and Richter 2012). They want a easy way out. In case of
hotel industry its very important to manage people as they needed to provide top most services
to the clients so their staff must be managed well. Hilton hotel is the biggest hotels situated in
London with 1054 rooms available with every facility you think is needed, name it and they have
it. In this essay its been discussed about the grievance and disciplinary issues of the hotel and the
importance of managing these issues to improve performance and the morale of workplace
TASK
People management is also known as human resource management which assist
encompasses the task of recruitment, management and have to provide the proper and best
support along with the direction for the employees of the firm. These task includes the
management of performance, safety, organisation development etc.
Grievances: This is the situation when employees raise their concerns, or problems
Disciplinary: It happens when employee is concerned about the employees conduct, work or
leaves.
The law states that if the employee is having any grievance then they first must
informally tell their problems to the manager or concerned authority whereas when the employer
is having any issues with the employees, they should first tell them informally and if not sorted
then formal actions needed to be taken. There are certain rights that any appealer can take and
this is accompanied by : any member of union trade or the person authorised in the contact book
of company.
Grievance issues
The issues related to the grievance management is very prominent in Hilton hotels. There
is a separate department in Hilton for managing these issues as grievance are common in these
things as its a very vast hotel and one or the other person must be facing some problem, these are
handled by the management. A grievance is defined as any kind of complaint that is raised by the
employees against management if there is any kind of violation in the rules of the work place.

These grievances are mostly handle by the HR department, they take the written complaints from
the employees if they have any and then they listen to them carefully, after acknowledging their
grievance they cater all the facts about the problem and without being biased they investigate and
then appropriate measures are taken to solve their problem(Bush, and Middlewood 2013). Say
for instance in Hilton hotel people were suffering from workloads as its a hospitality industry
customer can come at any time so whether your shift is over or not you have to be attentive and
welcome the customer with a smile. Employees are having problems with this as when they
extend their shift time to mange clients they are not getting paid extra for that. This is the issue
that is needed to be solved and by solving these issues efficiency of workers increases, when
they get paid for the work done they are happy and satisfied. It in result improves the
performance of the hotel and when the customer is satisfied they came again and again and gives
them business. Its the duty of every manager to manage their staff properly and to give them
support so they can revert it back by doing more works that will benefit your hotel. Here in this
case the management solved their problem of overload and make them satisfied, it results in
increase in loyalty of the people for their company and thus, resulting in improved efficiency and
workplace morale is boosted (Managing People, 2017). Its somehow difficult to list the issues
related to grievances as it can be anything that the employee doesn't like or doesn't feel
comfortable about it. The employees can use any factor to make it a issue under grievances from
wages issue to working hours etc. some grievances are actually very serious in nature and these
are to be taken care of very seriously and with proper care the matter has to be solved.
Disciplinary issues
The board of directors of Hilton hotels have conducted code of ethics to have discipline
at the work place so that the activities operates in a safer environment as to Prompt reporting of
the violation activities at Hilton: Promote full fair,timely, accurate and disclosure policies, To
insure the promotion of company interest including cooperate asset,cooperate opportunities and
the confidential information(Morse Babcockand Murthy 2014),these issues occur when there are
disobeying of rules and regulations of the organisation it may occur if the employee fails to meet
the standards of behaviour , conduct, attendance or is out of performance. Disciplinary issues
may include failure to any prior warnings, or they are repeating their misconduct again and
again. Examples include : any fraudulent activity, theft, or any other activities of criminal nature,
breach of contract, or of confidentiality, malicious dam,age to trust property or defaming the

hotel's name. These all can be a pert of serious disciplinary issues and it needed to be taken care
of immediately otherwise if avoided or delayed it would result in dis-functioning of the
organisation. To promote compliance with the government rules and regulation and abide by the
rules of the government and To determine the wrong activities taking place at Hilton.
Honest and Candied Conduct- Each director, officer and employee owes a duty and
responsibility to the company to act with integrity and thus integrity requires being honest and
candied .Subordinates of principles are inconsistent with the integrity process. Each
director,employee and officer of the company must ensure that the business rules and ethics are
followed at the workplace.
Conflict of Interest- Conflict of Interest arises when the interest of the individual appears to be
interface with the interest of the company .A conflict may also arises when an employee take
action that makes it difficult to perform (Boydand Murray 2010).The company objectives to
achieve effectively and efficiently their goals and objectives for which he is working in the
organisational.
Example-A conflict may arise when an employee of the company or the family member of the
employee receives improper personal benefit due to his position in the company and thus the
problems which gives place to conflict in the company should be discussed with the managers of
Hilton which in turn should be discussed with the chief officer of Hilton (Delivering Equality
and Diversity, 2011).
Compliance- It is the policy of Hilton to compliance with the rules and regulations of Hilton. It is
the personal responsibility of each director and officers to see that the rules and regulations are
followed in the organisation including those relating to the accounting and auditing
matters(Turner 2014). All the information which flows in the organisation from a higher
authority to the lower authority should be beneficial for the company and thus there should no
false information transmitted and the information which is flowing in the organisation should
help the employees in taking decisions .
Confidentiality- Hilton has followed the policy of caring confidential reports about its
customers,client, suppliers or joint venture party. The directors,officers and the employee must
maintain the confidential report and it includes non-public information that would be harmful to
the relevant company or useful or helpful to the competitors if disclosed.

Fair Dealing – Hilton should have fair dealing policy so that all employees in the organisation
are treated fairly and thus honesty will be maintained in the organisation (Moran Abramson and
Moran 2014). There should be no illegal or unethical; practices in the organisation to seek
competitive advantage no officer or employee should take undue advantage of anyone through
any manipulation or misrepresentation of material fact .
Protection and Proper use of Company Asset- There should be proper use of the company asset
to ensure their use for the long term tenure. The assets should be used only for the legitimate
business purpose.
The disciplinary issues are to be taken care very seriously as this will give the hotel a
competitive edge if if will be disciplined. As when an organisation is disciplined all its functions
and departments moves in a systematic way and helps achieving the objectives.
Assessment of the significance of having grievance and disciplinary policies and
procedures.
An organisation to be ethical must have an effective grievance policies and employee's
discipline. Because while working in an organisation its not possible to not have any conflicts.
For solving these issues proper guidelines must be present and Hilton hotel has the people who
manages these issues. Grievances is something which shows as difference between opinions and
these violations can be rectified as nature of misconduct, serious or not so important, the
policies and procedures. Disciplinary issues consists of the problems related to seniority
comprising of transfers, lay-offs, promotions etc. these issues are needed to be solves as soon as
possible because if these gets delayed it will result in bigger problems and they needed to be
solved quickly. For this they have to have proper policies and procedures(Morse Babcock and
Murthy 2014). These are then solved according to the guidelines. Planning of Hilton cant be
possible without it having proper grievance and disciplinary committee . This further helps in
achieving goals that is used in development of the hotel. They have a influencive role in any type
of organisation and they provides a framework an a pan of action and the success of the
department depends on both of them. They should be regulated with sincerity so that the
organisation can work properly. If these two are actively taking care of the issues relating to
grievances and disciplinary then the hotel can work smoothly and without any hindrances.
Because these cause multifarious problems. If the organisation is not disciplined then its survival

is very difficult because if one process goes wrong then the whole organisation suffers delays
and disruption.
Without these disciplinary and grievance policies and procedures the whole system and
management of Hilton will be in chaos and the objectives cant be met (Flexible working and
work-life balance, 2013).
Need of grievances procedures
The employees are provided with the action plan of the complaint they have filed.
Points of contact and ways to solve the problem is provided to them,
It is needed to solve the problems of employees
Need for disciplinary procedures
These are needed because employees already know what is expected out of them and if
they fail to comply with that then adequate punishments should be given to them and penalties
must be charged.
If the employee are not complying the standards of the training requirements, or job
requirements, then appropriate actions is needed.
To solve the problems and issues at their own level(Postel and Richter 2012) , without
going to higher authorities or to the employment tribunal.
These issues can be solved and help in improving the morale of the employees by doing
following tasks:
The policies already existing can be tightened and the staffs must be loaded with
responsibility.
Training should be given to line managers so that they are well trained to identify the
problem of grievance at an early stage and handle it then and there only(Rimmer Chen and
Hsieh 2011).
Check on over performance of line managers.
Check on the employees by conducting informal meetings, so that they can open up and
speak about their problem and should be handled there only so that its not converted into
grievance.
Line managers must be assessed with softer skills and pay should be directly linked .

With this the results at Hilton were remarkable , only few people were left with the grievance
issue(Turner 2014). Hilton has launched its internal support helpline that have trained
counsellors and they work as mediators . Its all done informally.
CONCLUSION
As to conclude the above essay it has been observed that the Hilton hotel has dealt with the
grievance and disciplinary issues quite well. With the help of their trained staff and line mangers
they are able to resolve the issues that were arising there. The need and importance of grievances
and disciplinary procedures has been elaborated and insight of employees expectation out of
employees is depicted and ways to solve the issues are suggested. The solving of the problems
regarding grievances and disciplinary leads to improve the morale of workers and help in smooth
and disciplined function of Hilton . These leads to happy and satisfied employees. It improves
their work performance. Hilton has shown a very good example of how to manage people and
solve their issues at workplace . As managing people is not an easy task and they are the
resources of the hotel so they should be happy and satisfied then only they can satisfy the
customers.

REFERENCES
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Bush, T. and Middlewood, D., 2013.Leading and managing people in education. Sage.
Eddy, W.A. and Eddy, B., 2012.It's All Your Fault!: 12 Tips for Managing People who Blame
Others for Everything. Unhooked Books.
Hutchinson, S. and Purcell, J., 2010. Managing ward managers for roles in HRM in the NHS:
overworked and under‐resourced.Human Resource Management Journal.20(4).pp.357-
374.
Karten, N., 2013.Managing Expectations: Working with People who Want More, Better, Faster,
Sooner, Now!. Addison-Wesley.
Moran, R.T., Abramson, N.R. and Moran, S.V., 2014.Managing cultural differences. Routledge
Morse, L.C., Babcock, D.L. and Murthy, M., 2014.Managing engineering and technology.
Pearson.
Postel, S. and Richter, B., 2012.Rivers for life: managing water for people and nature. Island
Press.
Rimmer, J.H., Chen, M.D. and Hsieh, K., 2011. A conceptual model for identifying, preventing,
and managing secondary conditions in people with disabilities.Physical therapy.91(12).
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Turner, J.R., 2014.The handbook of project-based management.(Vol. 92). New York, NY:
McGraw-hill.
Online
(2017) Managing People. [Online]. Available through:<http://www.acas.org.uk/index.aspx?
articleid=5835>. [Accessed on 9th May 2017].
(2011) Delivering Equality and Diversity. [Online] Available at:
http://Acas_Delivering_Equality_and_Diversity_(Nov_11)-accessible-version-Apr-2012.pdf
[Accessed 9th May 2017].
(2013). Flexible working and work-life balance. [Online] Available at: http:///Flexible-working-
and-work-life-balance.pdf. [Accessed 9th May 2017].