Human

Resources
Management in
Hotels
 Human Resources Management Hotels Assignment

Table of Contents
INTRODUCTION......................................................................................................................6

TASK 1.......................................................................................................................................6

1.1 Role and purpose of human resource management in selected service industry with
reference to Hilton Hotel Stratford........................................................................................6

1.2 Human resource plan based on the analysis of supply and demand................................7

TASK 2.......................................................................................................................................9

2.1 Employment relations in Hotel Hilton.............................................................................9

2.2 The affects of Employment laws in human resource management in hotel Hilton........11

TASK 3.....................................................................................................................................12

3.1 Job description and job specification in service industry...............................................12

3.2 Comparison of the selection process of different service industry................................14

CONCLUSION........................................................................................................................15

REFERENCES.........................................................................................................................16

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 Human Resources Management Hotels Assignment

LIST OF FIGURES

Figure 1: Elements of HRM.......................................................................................................6

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 Human Resources Management Hotels Assignment

INTRODUCTION
Human resource management refers to the management of people to maximize their
performances in service to achieve the organisation objectives of providing quality services to
customer and to build and maintain the brand image of the hotel. The will focus on the human
resource management concept, their purpose and role in hotel Hilton as the hotel is planning
for new hotel at Stratford city. It will also explain in context of HRM the current state of
employees relation by keeping in mind that the hotel Hilton follows the employment laws in
new hotel. Further in the next task, report will highlight the proper recruitment and selection
process for the requirement of human staff in the hotel with respect to job description and job
specification. At the end, it will depict the need of training and development sessions, their
types and benefits that would help employees for improving efficiency and job performances.

TASK 1
1.1 Role and purpose of human resource management in selected service industry with
reference to Hilton Hotel Stratford.
Human resource management is an art of mobilizing and managing people in the
organization. It is done by applying different policies and practices which values human
resource as a major benefit of an organization. Hilton Hotel Stratford is mainly concerned
with the human administration, which includes recruitment, appraisal, grievance handling,
reward, retirement registration, etc. Planning and forecasting leads to project labour needs

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and their effects on the business. HR department forecasts both long term and short term
staffing needs which is based on office growth, projected sales, etc which affects companys
need of labour (Alfes et.al. 2013). The selection and recruitment process involves selection of
best individuals from a pool of applicants. The manager considers selection process as one of
the most critical decision function in organization.
A contract of employment is made which is a legal agreement between Hilton hotel
and the employee, the contract is in a written format. It has full details about the job profile of
the employee, salary assigned, rules and regulations of the hotel, facilities provided, etc. After
the successful completion of training the employee deployed to a position as per his/her
capabilities. An employee can be deployed from one position to another within Hilton hotel
Stratford. Deployments are made in a fair, transparent and reasonable manner, taking Hilton
hotel in account. Employees are regularly monitored to gather information about their
locations and activities, superiors watch the behaviour of the employee at the workplace. If
anyones behaviour would found problematic, proper actions are taken to correct it, like well
organized training sessions and counselling (Lindstrm and Vanhala, 2013).
Hilton hotel Stratford considers training and development as an activity which has the
aim of improving the job performance of individuals and groups. Training and development
is important for the success and development of the organization. Training improves the
skills, knowledge and capabilities of the employees for a particular job assigned. Training
moulds the thinking of employees in a proper manner which leads to quality performance of
employees.
Budget monitoring is a very important aspect of Hilton hotel as it just not verify the
expenditure against the target but also identifies the changing patterns that needs to be
corrected. Monitoring the budget discovers the variances between budgeted amount and
actual financial performance, it helps in determining whether the organization goals are
achieved or not. Hilton hotels works frequently on soft and hard HRM, soft HRM model
emphasizes on individuals and their self direction, trust and self regulated behaviour towards
organization goals. While hard HRM has main focus on rationalism of strategic fit and places
emphasis on performance management, it is an instrumental approach to the management for
individuals (Jamali et.al. 2013).
Human resource management helps to develop the skills of the employees. At Hilton
hotel employees are been shifted around to different business functions based on employees
preferences and business priorities. HRM suggests strategies for building employees

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 Human Resources Management Hotels Assignment

commitment towards the organization and also matches employees with right positions
according to their qualification.

1.2 Human resource plan based on the analysis of supply and demand

The human resource planning is the process by which Hilton hotel determines the
staffing support they need to meet up the needs and demands of customers. Lots of
considerations are made for planning like the availability of employees with certain skills,
including impending retirements and transitions, etc. Steps followed in human resource
planning are as follows:

Figure 1: Elements of HRM

(Source: elements of HRM, 2016)

Analysing organizational objectives: The main objective of Hilton hotel is to analyse the
objectives of the organization which includes marketing, production, expansion, finance and
sales which provides overall idea about the work to be done (Stevenson, 2013).

Inventory of present human resource: The current number of employees, capacity, their
performances and potential has been analysed by human resource storage system. It is helpful
in filling the various job requirements, might be from internal or external source be easily
estimated.

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 Human Resources Management Hotels Assignment

Forecasting demand and supply of human resource: according to job profiles and positions
requirements of human resources are to be estimated. Internal and external sources available
to fulfil those requirements are also measured. There should be a proper match of job
specification and job description on one particular work, and profile of that person should be
appropriate.

Estimating Manpower Gaps: Human resource department compares human resource demand
and supply, which provides information about deficit or surplus of human resource. Surplus
tells that terminations are required and deficit tells requirement of new employees. To
upgrade the skills of employees, proper development programs and trainings are done (Chen
and Chen, 2015).

Formulating human resource action plan: Human resource department plans are depended on
whether there is surplus or deficit in human resource in the organization. According to it a
plan is finalized which includes new recruitment, interdepartmental transfer and training if
there is deficit of termination or voluntary retirement schemes.

Monitoring, Control and Feedback: Human resources are planned according the inventories
and requirements that are updated over a period. The plan is strictly monitored and the
deficiencies are identified and sacked. There is a comparison between human resource plan
and the actual implementation, which ensures that appropriate action and availability of the
required number of employees for various jobs.

Factors influencing human resource planning:

Employment: Human resource planning is mostly affected by the employment

situation in the country, if there is more unemployment there will be more pressure on
the Hilton hotel from government to employ more and more people. If there is lack of
skilled labour, then hotel will hire people from other countries also (Chan et.al. 2016).

Organizational changes: There are regular changes in the Hotel Hilton, the
organization keeps on upgrading the culture and system of the hotel and also shuts
down some old systems. Due to all this there is always a need of removing and
appointing new employees as per the requirements.

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Technical changes in the society: As the technology is changing very fast, new people
are required with new upgraded knowledge to cope up with new challenges.
Sometime Hilton hotel retains their old employees and teach them new technology.

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 Human Resources Management Hotels Assignment

TASK 2

2.1 Employment relations in Hotel Hilton

Employment relation and employee relation are the term often used interchangeably.
The relationship exist when employee work or provide services in exchange of remuneration
to the employer. The proper communication between the management of hotel Hilton and
employees concerning unionisation like collective bargaining, structure, culture, employee
participation, involvement and conflict management, decisions and grievances etc is
necessary. The following points to be considered for employees relations:

Collective bargaining:
In service industry, the employees always bargain with the employers in terms
and conditions of the employment. Collective bargaining is generally recognised by
trade unions. The trade union leader represents him on the behalf of the all staff in
front of the organisation and puts employee demands with respect to labour hours,
wages, working environment, health coverage and other grievances etc. The collective
bargaining is so effective that it can shut down the business of the organisation for
costly period of time if demands are not considered by the hotel (Zirar et.al. 2015).
The organisation usually finds a suitable course of action in setting up the agreement
of trade union.

Employee participation:
It is also plays a major role in employment relation because in service industry
especially in hotel sectors the need for the staff arises as hotel Hilton is planning to
provide multiple services like gift shop, foreign currency exchange, baggage storage,
safety deposit box services etc for that the hotel required huge man power staff.
Employee participation would be achieved through training and development
sessions, providing job satisfaction, promotions and incentives.

Culture of the hotel:

Every organisation has its own culture and values. The culture depicts that
how the organisation treats its employees. Strict guidelines and procedures,
punishment over reward de-motivate the staff to work for the organisation which
reduces their morale and creates fear in employees. On the other hand workplace
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 Human Resources Management Hotels Assignment

flexibility, attractive reward system boost the morale of the staff and builds the
productivity in them and thus generate the quality services.

Structure:
Prior, organisation are using the hierarchy structure i.e. formal structure where
the employee were given the instructions to follow the same they do not have right to
participate the decision making and communication flow was too restrictive but with
the coming era, the organisation is switching over informal structure where the
employees has flexibility in working and participation in decision making (Kersley
et.al. 2013).

Grievances and disciplinary procedures:

In hotel Hilton, proper method has been framed to solve the conflicts and
employees issues related to the business of the employer. The employees are free to
put their complaints through complaint box and issue are given due consideration by
having a meeting with the employees personally. The disciplinary procedures are
inbuilt to deal with employees misconduct.

2.2 The affects of Employment laws in human resource management in hotel Hilton
Employment Laws protect the interest of employees and labours. It shows the
relationship between management with workers, trade unions and the government. There is
variety of act that provides the legislation for protection measures of employees which can be
solved through court rulings, collective bargain conditions or customary rulings. The
following acts that are required to be followed by the hotel Hilton:

Employment Relations Act (ERA):

The act provides a formation for employers and union to bargain and enter into
collective agreements and employers and employees to bargain and enter into individual
agreements. For protection of interest, act establishes the employment relation authority to
deal and examine the facts of the case and then give their decisions. Hotel Hilton by
following this act would be benefited in achieving the trust of the employees toward
management and employees in return will get job security and satisfaction (Meijerink et.al.
2016).

Employees Rights Act:

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 Human Resources Management Hotels Assignment

The act provides the similar guidelines as ERA and re-introduces its bill in the US
Senate. The act has given power to employees to have their minimum rights like rest and
meals breaks, minimum wages, eleven public holidays per year, fixed terms employees,
flexible workplace and many more. The affect on HRM in hotel Hilton would be on wages
and hour, leave provisions. The HR manager should train and supervise the employees for
taking the leave for eligible reason and employees are given job protection during the leave.

Equal opportunities Act:

This act prohibits the discrimination in employment or provides the provision for
training on the grounds of age, disability, pregnancy and maternity, race, religion, sex etc.
The hotel Hilton should consider this act in the workplace and avoid discrimination on any
ground. The personal opinion of the HR manager should not be come in between for the
selection and recruitment procedure for the employees (Li, H. Et.al. 2013). Equal and fair
chance should be given to eligible candidate irrespective of gender, religion or sex. At
workplace equal importance to every employees and understanding the need of individual
employees should be the HRM practices.

Contracts of employments and their termination:

The terms and condition in the contract is resignation procedures, redundancy
procedures, ill health retirements, maternity and parental leave, advisory, conciliation and
arbitration services (ACAS) etc. The termination is also done through the proper procedure.
Termination can be through employee i.e. resigning and through employer on ground of
misconduct, inefficiency or any other valid reason. The employer generally gives the notice
period according to the statutory requirement or contract of employments (Boella and Goss-
Turner, 2013). The HR manager of hotel Hilton would have to carefully analyse this terms
and condition framed by them and clearly specifies the respective candidate before offering
them the job letter. The positive impact would be on HRM that they are fulfilling their jobs
on their part and also employee will get assurance about the job security and satisfaction.

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 Human Resources Management Hotels Assignment

TASK 3

3.1 Job description and job specification in service industry

Job description refers to the specifics of the job on the basis of job analysis. It
encompasses the job roles, purpose, responsibilities, duties, scope and working condition. It
is just like the portfolio for the job which is prepared by the hotel Hilton. HR department
frame the job description under which employees will work:

Job description

Job title: - Cleaning Staff

Salary: - $6000 - $10000

Job purpose: - Cleaning staff job would be to clean the rooms, bathrooms, all types of halls,
washing walls and glass, garden area, lobby area, maintain the cleaning equipments and
keeping safe in working conditions and performing routine maintenance activity.

Duties and Responsibilities:-

Good in listening skill and team work.

Must have the proper knowledge about the operating cleaning equipments of hotel.
Candidate must be able to complete the given activity on time (Bowen, 2016)
Candidate must be able to handle the practical situations and easily provide solutions
to the clients.
Candidate should be physically strong and mobile to kneel and bend according to the
work.

Person specification refers to the description of qualification, knowledge, skills

required, experience and other attributes which the eligible candidate should have to perform
his/her duty. Person specification is framed on the basis of job description. Hotel Hilton
provides the requirement of the candidate in job specification (Hoque, 2013). Different Job
specification are prepared for different job vacancies depending upon the requirement for
example if chef employee is required in hotel then he should have the knowledge of hotel
management.

Person specification
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Qualification
High school diploma or equivalent preferred

Experience
Knowledge of cleaning the operating equipment, sensitive materials and sanitation
products
1 year experience is preferred.

Skills
Must have listening and communication skills
Possess coordination with the teams
Must have the knowledge of proper disposal of wastage or recycle uses.
Updated with organisation safety and security procedures.
Must be loyal and honest towards his task
Flexible in all working timings (Wood and Horwitz, 2015).

3.2 Comparison of the selection process of different service industry

The selection process of the organisation is conducted by the HR department. The HR
department selects the eligible candidate to fulfil the needs of human resource. The process
identifies the right job to the right person at the right time. The benefits of the selection is that
the management would have the experienced candidate and takes less time to adapt the new
changes and explore the skills of the candidate which would save the cost of the hotel in
training the new employees after appointment and they can provide guidance on the job.
Selection process includes, identifying the suitable candidate and this is done by analysing
their resumes that they receive and after that they shortlist the best candidates and they give a
call or mail to the candidate for further process i.e. interview. This is the most preferred
method for selection of the candidates (N. Torres and Kline, 2013) While selection, the
management too faces the barriers in selecting like ineffective recruitment means not able to
attract the candidate toward their organisation, perception of the manager also act as a barrier
in selecting the suitable candidate because everyone perceive the world differently. The other
barriers like gender, age, race, fairness, quota system, reliability, favourism and cost and time
etc.

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 Human Resources Management Hotels Assignment

It is has been seen that the hotel Hilton hires the candidate from external sources like
online advertisement on job websites, newspaper advertisement. Different organisation
follows different selection process. The selection depends upon the working conditions of
different organisation and culture, values and practices. Service industry like Thomas Cook
follows different selection process from hotel Hilton selection process. Thomas Cook prefers
the experienced candidate whereas the Hilton hotel prefers for fresher candidate as well
experienced candidate with good communication skills. This is because in hotel industry
changes takes frequently new fresh employees will able to resist the change as compare to
experienced staff (Mok et.al. 2013). Hotel Hilton hire candidate on written test and personal
interview where as Thomas cook hire on the experience of the candidate and verbal test.

For hiring the cleaning staff in hotel Hilton, the manager will evaluate the capability
of the candidate and whether he has experience and matches with the person specification, it
matched the management will hire the candidate. On the other hand, Thomas cook focuses on
experience staff with good communication skills. With the clear study about the selection
process of different service industry the organisation hires the suitable candidates.
Experienced is the foremost requirement in Thomas cook on the contrary hotel Hilton focus
on capability and potential of the candidates. While selecting the managers should also
possess the necessary skills like qualification, confident and presentable and responsible for
interview conduct (Tang and Tang, 2012).

CONCLUSION
From the current study, the report had explained that human resource management is
too important in service industry. It had described the concept of HRM with the need of HRM
planning, role and purpose, their relationship with management. In the next task, it had very
well depicted the employment relations by following the different employment act in hotel
Hilton. The organisation laid importance implication on recruitment and selection process in
different service industries by taking example of hotel Hilton and Thomas cook. At the last,
report concluded about the training session, their needs and analysis and comparison with the
development debates in hotel Hilton.

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REFERENCES
Books and Journals

Alfes, K., Truss, C., Soane, E.C., Rees, C. and Gatenby, M., 2013. The relationship between
line manager behavior, perceived HRM practices, and individual performance:
Examining the mediating role of engagement. Human resource management, 52(6),
pp.839-859.

Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality
industry: A guide to best practice. Routledge.

Bowen, D.E., 2016. The changing role of employees in service theory and practice: An
interdisciplinary view. Human Resource Management Review, 26(1), pp.4-13.

Chan, A.T., Ngai, E.W. and Moon, K.K., 2016. The Effects of Strategic and Manufacturing
Flexibilities and Supply Chain Agility on Firm Performance in the Fashion
Industry. European Journal of Operational Research.

Chen, Y. and Chen, W., 2015. Research on the Internal Marketing of Human Resources
Department Based on Perspective of Both Supply and Demand.

Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation
and performance. Routledge.

Jamali, D.R., El Dirani, A.M. and Harwood, I.A., 2015. Exploring human resource
management roles in corporate social responsibility: the CSRHRM cocreation
model. Business Ethics: A European Review, 24(2), pp.125-143.

Kersley, B., Alpin, C., Forth, J., Bryson, A., Bewley, H., Dix, G. and Oxenbridge, S.,
2013. Inside the workplace: findings from the 2004 Workplace Employment Relations
Survey. Routledge.

Li, H., Ye, Q. and Law, R., 2013. Determinants of customer satisfaction in the hotel industry:
an application of online review analysis. Asia Pacific Journal of Tourism
Research, 18(7), pp.784-802.

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Lindstrm, S. and Vanhala, S., 2013. Performance in local government HRM: the role of
external customers. Baltic Journal of Management, 8(3), pp.252-268.

Meijerink, J.G., Bondarouk, T. and Lepak, D.P., 2016. Employees as Active Consumers of
HRM: Linking Employees HRM Competences with Their Perceptions of HRM
Service Value. Human resource management, 55(2), pp.219-240.

Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.

N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management, 25(5), pp.642-659.

Stevenson, M., 2013. The role of services in flexible supply chains: an exploratory
study. International Journal of Agile Systems and Management, 6(4), pp.307-323.

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