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Sample on

Human Resource management

TABLE OF CONTENTS

INTRODUCTION.................................................................................................................... 3

TASK 1................................................................................................................................... 3

1.1 Role and purpose of human resource management ...........................................................3

1.2 Human resource plan based on analysis of supply and demand..........................................5

TASK 2................................................................................................................................... 6

2.1 Assessing the current state of employment relations for the hotel industry

................................................................................................................................................... 6

2.2 Impact of employment law on the management of human resources in service sector .....8

TASK 3................................................................................................................................. 10

3.1 Job description and personal specification for list of staff .................................................10

3.2 Compare different selection processes of different service industries businesses ............14

TASK 4................................................................................................................................. 15

4.1 Assess the contribution of training and development activities ........................................15

CONCLUSION ..................................................................................................................... 18

REFERENCES .......................................................................................................................19

Introduction to Human Resource Management

The main aim of the report is to provide information about human resource management

concepts and its impact on employees of hotel industry. As per the present case scenario, Hilton

hotel was taken which is currently opening 50 rooms at Stratford City to offer quality of unique

services to their customers. In addition, report describes about the current state of employment

relations for the hotel industry and employment law affects the Hilton hotel as selected service

industry. Along with this, present study explores processes of different service industries

businesses and assesses the contribution of training and development activities in improving

services of hotel and entire industry.

1.1 Role and purpose of human resource management

Human resource management is a function of business management which is designed to

manage the human resource’s needs of the organisation along with maximising the performance

level of employees. . Human resource management includes a set of various processes through

which human resources are recruited, trained and maintained to achieve the objectives and goals

of Hilton Hotel Stratford. In United States, Hilton Hotel is a market leader in the service

industry. Human resource management is also concerned with recruitment, selection, training,

development, maintenance and motivation of human resources in Hilton Hotel. Performance of

Hilton Hotel depends on capability and efficiency of human resources who are working there.

This management is mainly concerned with the development of knowledge, skills and abilities of

human resources in order to perform tasks efficiently in Hotel Hilton Stratford. Hilton Hotel was

facing few problems related to management of human resources because it is currently opening

50 rooms at Stratford. For the solution of this problem, Hilton Hotel appoints a trainee human

resource manager. The human resource manager has to focus on both organisation and its

employees. Role and purpose of human resource manager is to hire the staff persons, train them

and develop their performance to achieve the objectives of organisation (Simons, 2011). Roles of

human resource manager in Hilton Hotel have been stated below:

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❖ Identification of employees - In this process, HR manager identifies and forecasts the

requirements of personnel or human resources at Hilton Hotel. To meet the requirement

of human resources, HR manager uses the selection and recruitment methods. With the

help of these methods, candidates are selected and hired to fill the vacant post in Hilton

Hotel.

❖ Assessing the Training needs of employees- HR manager has to analyse the

performance of employees and also has to identify the training needs of existing

employees such as staff people, managers, etc. of Hilton Hotel. For the development of

employees, HR manager conducts development and training programs to enhance the

performance of employees which will help to increase the productivity of Hotel.

❖ Maintaining Relation between employee and management- HR manager has to

identify the gaps which are creating problems between employees. He has to ensure that

relations among employees, managers the company are positive or not and also has to

evaluate communication gap between them.

Maintaining cordial relation is also fruitful for the organization as it builds the

communication channel between the employees. The employees are able to interact with

their senior and subordinates which contributes to the positive environment of the hotel.

❖ Welfare of staff members - HR manager has to ensure about the welfare of employees

and customers of Hilton Hotel. For this purpose, he or she has to analyse the working

environment of Hilton Hotel which should be safe for employees and customers. He has

to identify proper services and facilities are given to customers in order to satisfy their

needs and make them comfortable (Harvey, 2009).

❖ Employee Reward and appraisal - After monitoring the performance of all the

employees and according to their performance level, Hilton hotel has to appraise its

employees and reward them in terms of financial or non-financial incentives. It will also

motivate the employee and increase employee participation in the organisation.





1.2 Human resource plan based on analysis of supply and demand

Human resource plan is a continuous procedure which identifies future and current human

resources requirements for Hilton Hotel in order to achieve its goals. This plan is an important

component of strategic human resource management for reducing the level of employee turnover

and maintaining competitive advantage.

The changing environment as well as internal and external factors influences Hilton Hotel to

make human resource planning. Human resource plan includes basically five steps that have

been described below as:

❖ Assessing human resources- HR manager has to focus on business activities and

practices of employees. Performance of employees directly affects the productivity of

Hotel so HR manager should analyse the performance level of employees of Hotel on the

regular basis. With the assessment of human resources, HR manager can analyse that

employee's performance and business practices are meeting the objectives and aim of

Hilton Hotel in an effectual manner or not.

❖ Demand forecast- HR manager has to monitor the availability all existing staff as well as

positions in order to identify the personnel requirement on vacant positions in Hotel.

Manager has to build a plan which identifies future and current human resources





requirements. In this step, demand forecast of human resources is analysed in human

resource plan.

❖ Supply forecast- After analysis of demand forecast, HR manager evaluates the supply

forecast to meet the demand forecast in Hilton Hotel. Supply forecasting is a procedure of

estimating the availability of personnel or human resource which are followed after

demand forecasting (Gberevbie, 2010). Human resource manager needs to consider both

internal and external supply for forecasting the supply of human resources in Hotel. For

this purpose, cited company invites personnel to fulfil vacant posts in Hotel. These

personnel can be selected from the both internal and external environment of Hotel.

❖ Matching demand and supply- This step is concerned with the forecast of future

demand and supply of human resources. The step of matching brings both demand and

supply in equilibrium position. Through this, over staffing and shortage problem will be

solved. In situation of over staff, company needs to reduce existing employment

(Torrington and et. al., 2009).

❖ Action plan- This is the last step of human resource planning and this step is concerned

with shortage and surplus of human resources in Hilton Hotel. This step includes major

activities such as recruitment, selection, training, development and socialisation (Storey,

2007). In this, performance of human resources is monitored to check the effectiveness

HR planning executed by the HR manager. This action plan should be updated according

to time and changes in environment of Hilton Hotel.

The human resource plan is justified as it is made with companies compliance on the human

resource policies and management. The plan will serve beneficiary for recruitment process of the

company as it will allow to meet the demand and supply of the employees on the organization.

2.1 Assessing the current state of employment relations for the hotel industry

The hotel industry is labor intensive and is dominated by the behavior of employees working

in the organization. Working conditions in this sector are different from all the other industries.

The density of employees working in a sector affects the working relations. Also the cultural

significance of the countries from where the employees are recruited plays a crucial role for the





hotel industry. The hospitality industry is highest growing segment of economy. The main

objective of hotel industry is to provide superior quality of hospitality services to wide range of

customers. To maintain the brand image and reputation in market Hilton hotel ensure that it

strictly follow the rules and regulations laid down by UK government and EU.

2.2 Impact of employment law on the management of human resources in service sector

In UK, government of country and legislations are framed different laws to improve the

relationship between employees in service sector industry. In this regard, several acts and

regulations including Employment Relations Act, equal opportunities and Employment Rights

Act were prepared by government. These laws can be explored in detail as follow.

❖ Employment Relations Act, 2004: This act was framed to implement change in new

statutory procedure for employers and establishing appropriate relationship employers

and employees (EurWork, 2004). As a trainee Human Resource Manager at Hilton hotel,

it is responsibility of him to aware about basic provisions of this act such as simplifying





the legal requirements, widening unions’ ability and extending the protection against

dismissal etc.

❖ Equality Act, 2010: This legislation was drafted to provide equal work opportunity to an

individual without any business on the basis of gender, income and country elements. In

the context of grasping business opportunity and reducing issues, it is necessary for the

HR manager at Hilton to follow this act in their recruitment and selection process (The

Equality Act, 2010). For example, enterprise offers an array of services such as room

service, fitness room, baggage storage and foreign currency exchange to their customers.

❖ Employment Rights, 1996: The main purpose behind applying this legislation to

overcome human resource related problems including unfair dismissal, time off rights for

parenting and provide reasonable notice before dismissal (Lucas, 2014). By considering

law, human resource department of Hilton hotel can be able to solve employee’s conflict

and job dissatisfaction related issues in a significant manner.

3.1 Job description and personal specification for list of staff

Job description can be explored in term of detailed description of the role and responsibility of an

individual related to work. On the personal specification for particular job can be defined in form

of personal qualities and capabilities of an individual to perform specific task in a significant

manner (Torrington and et. al., 2009). However, there are different factors including labour

market, employment laws and person specifications can influence the recruitment and selection

of enterprise. For example, employment law (Equality Act, 2010) will force firm to provide equal

work opportunity to an individual on the basis of their skills without any discrimination. Besides

that, change occurs in market also affects methods of recruitment and advertising (Lo, 2015).

3.2 Compare different selection processes of different service industries businesses

Recruitment and selection processes are varying as per industry to industry. In addition,

different factors including the labor market, economic, political and technology change influence





the methods adopt by service sector companies. In hotel industry, different procedures are

performed including agents are appointed for selected areas, pre-screening of applicants, set-up

interview and processing of paper work (Kleynhans and et.al., 2009). Selection task is performed

on the basis of suitability of person to work and characteristics of candidates. For example,

Marriot and Hilton companies are recruited employees on the basis of communication, personal,

decision making and interpersonal skills of candidates.

On the other hand, in restaurant industry, employees are recruited and selected by

applying different techniques such as preliminary phone interview and face to face interaction

and selection etc. In addition, external recruitment methods are applied in these sectors to choose

talented candidates and on the basis of profile the experiences of employees. Along with this,

differences are raised in recruitment and selection processes on the basis of job description,

person specification and method of recruitment adopt by firms (Kumar, 2010). However,

legislation and employability law of different countries can create problem for organisations in

selection of talent. In construction and manufacturing sector, labours are recruited on the basis of

their physical fitness and capability and HR department not emphasises on other personal

qualities like skills, education and qualification.

4.1 Assess the contribution of training and development activities

In order to perform effective operation of a selective service industry business, proper

assessment of training and development are required. For successful implementation of T&D

program, it is necessary for HR manager to establish adequate link between induction

programmes and training. Without establishing proper link, enterprise would be unable to

provide proper training to their employees and enhance their skills (Amos and et.al., 2009).

There are several reasons for which enterprise will require to provide training to their staff-

members that can be enlisted as follow.

Role and need for training: For different purposes, HR department of company will require to

provide training to their staff.

❖ New hire orientation: Training and development activities are required for new

employees at Hilton to aware them about organisation culture and enhance their morale Toll Free No. +44 203 8681 670

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by increasing their skills. Focused training is required for new staff-members to

overcome their shortcomings and increase their contribution in the success of enterprise.

❖ Improvement in performance: From the given case, it is found that hotel want to open 50

rooms at Stratford City to offer variety of services to their customers and meet their

expectations in a significant manner. In order to attain its objective, it is necessary for HR

manager at Hilton to address shortcomings and weaknesses. It can be achieved through

emphasising on training and development activities (Storey, 2007). By providing training

to its employee’s on the base of their skills and potentials, enterprise would be able to

ensure that quality of services and maximum comfort will be provided to guests.

❖ Increased employee satisfaction: For increasing satisfaction of their staff-members, it is

responsibility of human resource department to interact with their employees. For

example, by interacting with service staff, line manger at Hilton will be able to

understand their problems and solved them in a proper way (Edwards, Scott and

Nambury, 2007). If their problems will be solved at right time then they will motivate to

give their best at workplace.

❖ Self-driven and increased productivity: By getting training from their supervisors and

trainers, employee will enable to perform their task independently. It will encourage

company to create a culture of continual learning and develops necessary skill sets in

employees (Gberevbie, 2010). By developing their knowledge and communication skills,

enterprise would be able to enhance their productivity and better perform as compared to

other competitors present in the market.

Training versus development:

The main purpose of training is to develop knowledge and skills in the employee

according to requirement of job profile. For example, HR manager provides training to service

staff to enhance their skills and carry out day to day hotel operation activities in a significant

manner. It is a group base activity and focuses on today needs (Armstrong, 2011). On the other

hand development is individual based activity and it provides opportunity to firm to develop Toll Free No. +44 203 8681 670




strategic approach. For example, HR manager at Hilton emphasises on self assessment procedure

to self direct himself for the future assignments.

Types of training and development activities:

For providing training to its employees, HR department of company can apply different

strategies at different levels within hotel sector. At strategic level, case study, computer base

training, workshop and team building exercise can be conducted. On the other hand, at tactical

level, HR manager at Hilton can adopt role playing, lectures, audio-visual training and job

rotation approaches (Torrington and et. al., 2009). Besides that, orientation, lectures, simulations

and computer base training can be beneficial for new candidates to familiar them about

organisation culture and enhance their knowledge level.

Impact of training:

The impact of training and development activities on an organisation can be measured in

terms of achieving overall objectives of enterprise. In addition, skills of employees, knowledge

area and customer satisfaction are the other major criteria’s to measure the effectiveness of

training and development activities at Hilton. Besides that, on the basis of cost analysis, decision

making power of an individual at different levels and contribution of employee in growth of the

company, efficiency of T&D plan can be measured (Lucas, 2014). Furthermore, appraisals and

performance measurement approaches including 360 degree feedback, balance score card and

self-appraisal can be adopted to enhance skills of an individual employee at workplace. The main

benefits of training and development can be seen in forms of increasing productivity, efficiency,

enhancing contribution of employees and job satisfaction at workplace.

Barriers and strategies to overcome issues

By applying T&D activities, HR manager at Hilton would be able to offer quality of

services to business and leisure travellers within stipulated time. However, along with several

benefits some barriers including lack of employee’s initiative, conflict, culture, poor skills and

lack of leadership are also associated with T&D activity that can create hurdle in successful

execution of training activities at Hilton Stratford City. Apart from this, competency-based

training and evaluating training needs against organisation objective, human resource

development will be able to overcome training barriers and enhance skills of their employees in a Toll Free No. +44 203 8681 670




significant manner (Nestoroska and Petrovska, 2014). By considering different factors including

budget, culture, lack of vision, time& staffing, poor quality trainer and job silos, management of

UK base hospitality firm can be able to enhance efficiency of training and development program

in a significant way.

CONCLUSION

On the basis of current research report, it can be said that training and development plays

an active role in increasing employee knowledge and satisfaction at workplace. By considering

different acts including Employment Relations Act, Equal opportunities and Employment Rights,

HR manager at Hilton would be able to increase transparency in human resource management

processes in a significant manner. Besides that, training and development methods can be

beneficial for company to enhance skills and knowledge of their employees. By considering

different issues like job silos, lack of commitment and lack of vision, human resource department

can able to overcome barriers and attain organisation objectives in a significant manner.

REFERENCES

Amos, T. and et.al. 2009. Human Resource Management. Juta and Company Ltd.

Armstrong, M., 2011. Armstrong's Handbook of Strategic Human Resource Management. 5th ed.

Kogan Page Publishers.

Bloom, N. and Van R, J., 2011. Human resource management and productivity. Handbook of

labor economics.

Edwards, E. J. Scott, C. J. and Nambury, S. R., 2007. Evaluating Human Resources Programs: A

6-Phase Approach for Optimizing Performance. John Wiley & Sons.





Gberevbie, E., D., 2010. Organizational retention strategies and employee performance of Zenith

Bank. African Journal of Economic and Management Studies.





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