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DISSERTATION ON
HUMAN RESOURCE
MANAGEMENT
Table of Contents
INTRODUCTION.............................................................................................................................. 3
TASK 1................................................................................................................................................5
TASK 2................................................................................................................................................8
TASK 3............................................................................................................................................. 12
Task 4.............................................................................................................................................. 16
CONCLUSION................................................................................................................................ 20
INTRODUCTION
Human resource management is a set of function that has been designed
to maximize the overall service performance of employees. In this regard,
human
resources
mainly
give
emphasis
on
people
management
by
The present report has thus given emphasis on Hilton Hotel which is
planning to open 50 rooms in Stratford. Hence the given study will lay
emphasis on understanding the role and purpose of human resource
management as well as throw light on employment legislations. There will
further be a description about job description and selection process with
respect to varied positions present in Hilton hotel.
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TASK 1
1.1 Analyse the role and purpose of human resource management in a
selected service industry with reference to Hilton Hotel Stratford
Human resource management has got varied kinds of roles to play in Hilton
Hotel Stratford. These are as follows;
Planning Planning is required to be done by human resource
management with respect to deciding over employee number and type.
This may aid in forecasting the future needs with respect to human
resources (Edwards, Scott and Nambury, 2007).
Job analysis The next function of HR is to assess the nature of job and
thereby recruit candidates for the same accordingly.
Staffing - This formulates one of the most important function of HR
where the management emphasizes on recruiting the professionals.
These can be for F and B department, consumer service asks of Hilton
hotel (Gberevbie, 2010). Staffing entails for ecruitment and selection of
the human resources so as to fill the vacancies in best possible manner.
Orientation - The management team at Hilton hotel has focused on
carrying out orientation activities for the employees so that they can
adjust with the new environment. This is particularly crucial for the
fresher candidates that are selected for the job.
Training and development Hilton hotel has got varied departments.
All of them have got different training and development needs. The
requirement on arty of HR is thus to provide training sessions to new
employees. It may further be required during changes that take place in
company say for example in the area of technology (Nestoroska and
Petrovska, 2014).
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TASK 2
2.1 Assess the current state of employment relations for the Hotel
industry
Employee relations in case of hotel industry is all about managing the
employment as well as work based relations that exist between the managers,
works, employees as well a trade union. Maintaining the employee behavior is
crucial so as to manage the sustainability of organizations (Edwards, Scott and
Nambury, 2007).
UK hotel industry is amongst the largest that employees 5 percent of the
workforce. Here, over half of the employees are females and less than half are
on part time job. Approximately 3 out of 5 are foreign workers. In this regard,
the hotel industry of UK is the one which is devoid of any influence from trade
unions. Here, there is a presence of just 4 percent of workers in London that
are represented by trade union. This is on account of the greater employee
participation that is involved in hotel sector of UK. This gives a chanced to
employees for voicing up their opinions (Chang, Gong and Shum, 2011).
Other than trade unions, there is also an existence of relation between
employer and employee. The inputs for the same are inclusive of recruitment,
induction, discipline or reward systems. It is in the hands of employer to
maintain the relation with employees in the best possible manner. In context of
Hilton hotel, the company has focused itself to keep strong employee relations
by preparing an extensive knowledge of employee b benefit scheme for the
same and applying them practically. In the same way, the company has further
kept a best-in-class HR software as well as training library so as to suit the
needs and requirements (All the right people, 2016). The company can further
apply the same standards in Hilton Stratford branch as well. As per the
employee testimonials it is further clear that Hilton hotel has got a set of
outstanding leadership as well as team working ability (Recruiting talent.
Retaining team members, 2016). If the same concept is applied in Stratford
branch then there may be generation of great success performance as well as
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quality service for all. There may further be a creation of leading position in
market.
In order for Hilton Stratford to succeed in the market, there is a
requirement to ensure that all the activities as followed in other branches
should be applied here as well. In case of new branch, the success can only be
a possibility if the employee relations are maintained in a best possible manner.
In this regard, the need is to work on the issues that are faced in managing
employee relations in the other branches (Ruiz, 2015).
2.2 Discuss how employment law affects the management of human
resources for the Hilton Hotel as selected service industry business.
There is a presence of varied employment laws that impacts the
management of human resources. The same thing is likely to be faced by Hr.
management in Hilton Stratford. In its regard, the laws and there impacts have
been discussed below;
Factories act- As per the act the employees are entitled to work for only
eight hours in a shift. In case of over shifts, payment will be given to
them. In this regard, the, management will have to comply towards the
same. If they fail to do so then they are likely to face 2 years if
imprisoment or fine up to 1 lakh (Zhang, Dolan and Zhou, 2009).
Data Protection Act 1998 As per the given act, there is a need to
ensure that the data of employees is protected. This is applicable in
terms of their overall confidentiality and privacy. Hilton Hotel at Stratford
is required to abide by the same. In case the company does not follow it,
then issues may be faced with respect to increasing conflict form
employee end. Lawsuits may further be filed on the company.
Equal opportunity act The act states that the employees must be
given equal opportunities for working. No discrimination should be made
amongst the employees on behalf of age, gender, culture etc. Adherence
with the same is likely to impact the company in positive manner. This is
as the employees will be working a positive environment (Franke and
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Felfe, 2015). Further there will be presence of motivation for them in all
possible accords. Failure to follow the act may lead to grudges for the
employees thereby affecting the overall working environment (The
Equality Act, 2010).
Title VII of the Civil Rights Act of 1964 This law has made an
attempt to prohibit decimation that is practised against the employees on
the basis of caste, creed, colour etc. In this regard the employer of Hilton
hotel cannot refuse to hire the employee on the basis of above
mentioned reasons (Esposito, Freda and Bosco, 2015). In the same way
the employers cannot hire or fire the employees who are above the age
of 40 years. The legislation does not apply to business that has a
presence of less than 20 workers.
Leave Provisions As per the Family and Medical Leave Act, the
employees in hotel industry are entitled to get a leave for a period of up
to 12 weeks on an unpaid basis. These can be on account of varied
circumstances ranging from serious health of employee, bonding with a
new baby or active military service. In this regard, the need on part of
employees is to get job protection while they are absent. Same applies to
health coverage as they are still a part of work. This concept however
increases the burden on management of Hilton where the employee may
not be required to recognize FMLA for leave request. Hence, HR staff
must train the managers as well as supervisors to consider FMLA request
accordingly.
As per the above mentioned laws, it is on the part of human resource
management of Hilton Stratford to adhere with the same. This is likely to save
the company form unnecessary law suits. Further happy and satisfied
employees are likely to work efficiently thereby increasing the overall
performance standards of the firm.
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TASK 3
3.1 Job description and job specification at Hilton hotel for the post of
receptionist
Job description
Title: Receptionist
Reports To: The HR Manager/ Line Manager.
Position summary: A receptionist is supposed to be sincere, punctual, polite and courteous
towards the guests and customers who are arriving in the Hilton hotel. The receptionist needs
to manage the entire significant task which is confined to his/her area of social control in order
to provide best quality services to the customers. He/she should be responsible for providing
assistant, clerical and administrative help in order to provide services in an efficacious way.
Duties and responsibilities
Hilton hotel requires a candidate who is capable of being conversant with the special
promotions offered by the hotel, and later on, conveying the same information to the
customers as well.
To be able to promote various departments of Hilton hotel at every possible level so that hotel
sales can be increased.
Candidate should possess the quality of making sure that all the reservations have been
confirmed after receiving respective deposits.
To be able to ensure the availability of hotel at various occasions to maximise the hotel sales.
Should be able to provide quality service to the customers at Hilton hotel by offering them
assistance to different departments like bars,housekeeping service, pool and spa facilities.
Should be fully equipped with the communication skills and qualities to assist in managing and
operating front desk office at Hilton hotel.
Should be capable of providing sense of security to the guests and helping them to recover lost
property by following safety norms.
Candidate should be punctual with the timing of Hilton hotel and should abide by its norms
policies and laws. Physical appearance is also to be considered according to the standards of
hotel (Ruiz, 2015).
Should be able to respond customer's public inquiries and queries in an effective and efficient
manner whenever required.
Advantages
Disadvantages
Sometimes incompetent
interest.
processes
Aptitude test
of selectors.
Telephonic interviews
Personal interviews
to face interviews.
important.
Personality test
Group discussions
and recommendations of
group members.
The best suited method for the selection of candidates at Hilton hotel is
personal interview. It helps in establishing relationship between the interviewee
and interviewer which enhances the mutual understanding and compatibility.
Major advantage is related to the availability of flexibility that is being achieved
during the selection process. It helps in increasing knowledge of both the
interviewee and interviewer by exchanging new and fresh primary information
(Bloom and Van, 2011). Face to face interaction also aids in resolving business
issues and disputes such as labour unrest by performing a depth analysis. It
ensures the selection of appropriate and deserving candidates as the
questioner is in direct interaction with the interviewee. It proves to be a
beneficial way of selection to the Hilton hotel as interviewer can focus on
different aspects such as mental abilities, problem solving skills and technical
skills.
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Task 4
4.1
Contribution
of
training
and
development
activities
to
the
and
resolves
the
issues
and
problems
which
hinder
employees:
Different
training
programs
aids
in
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CONCLUSION
From the report it can be concluded that human resources plays a crucial role
in managing the business activities of organization in a successful manner. This
entails for focussing on varied methods related to selection, recruitment etc. It
is further clear that training and development is an important part of employee
working. This is a much needed area to increase the overall productivity of
company. Further it is also essential for the company to adhere with varied acts
so as to maintain transparency in the human resource processes. This will not
only assist in creating a positive employment but further assist in boosting up
performance of organization.
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REFERENCES
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.
Nestoroska, I. and Petrovska, A., 2014. Staff Training in Hospitality Sector
as Benefit for Improved Service Quality.