Unit 18 HRM Assignment Hilton Hotel Stratford

Unit 18 HRM Assignment Hilton Hotel Stratford

Unit 18 HRM Assignment Hilton Hotel Stratford


Unit 18 HRM assignment hilton hotel stratford report discusses the process of Human Resource Management with reference to a hotel industry as a human resource manager. The report has been prepared as a trainee Human Resource Manger at Hotel Hilton Worldwide which is likely to open Hotel with 50 rooms in Stratford city in order to cater the business needs and provide the travellers with services that offer maximum comfort during the stay. The role and purpose of human resource management in hotel industry is discussed along with the human resource plan based on the analysis of demand and supply for the hotel. The current state of employment relations in UK prevailing in hotel industry is mentioned and the employment legislations that may affect the  human resource management  process of Hotel are also discussed. The job description and person specification for the job of Director of Operations are mentioned in this report. The comparison of recruitment and selection process at Hotel Hilton and British Airways is made to analyse the differences in HRM of hotel industry and airline industry. The training and development process, its needs, roles and benefits are also discussed in this report. This report will be helpful for the management of Hotel Hilton Worldwide in assisting them for opening a new hotel at Stratford city. (Afonso, 2016)

Unit 18 HRM Assignment Hilton Hotel Stratford 1 - Assignment Help 

Task 1

P 1.1 Analyse the role and purpose of human resource management in a selected service industry with reference to Hilton Hotel Stratford.

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Human Resource Management (HRM): It is defined as the process used for the management of people in an organization whether it be a service industry or any other organization. In a service industry human resource management consists of three major areas of operation viz. recruitment and staffing, determining employee compensation and benefits and defining the roles and responsibilities of the staff with the details of work they are expected to perform.

Concept of Human Resource Management: In a service industry including travel and tourism sector and hotel industry Human Resource management is completely based on the arrangement of personnel for the organizations having the potential of satisfaction of customers with effective communication and service skills. (Kramar, 2013)

  • Recruiting process – The process of recruitment of staff for service organization is the initial step of HRM process and a crucial operation in the success of such organization. Since the growth and development of service industry depends on the skills of its human resources therefore the recruitment process involves selection of best suitable candidates who will be able and willing to serve the customers in an efficient manner through their effective communication skills.
  • Contracts of employment – The contract of employment between the employer and employee is an important document in the form of agreement to enable the human resource manager conducts the human resource management process in accordance with the terms and conditions agreed upon between the employer and the employee.
  • Deployment and monitoring employees – The process of human resource management is a continuous process which continues even after recruitment and selection of suitable personnel for the job. In a service industry it is quite essential to deploy the selected employees towards different tasks in the organization in accordance with the capability and skills possessed by them. Human resource manger has to monitor the performance of the staff so as to ensure that they perform their job in direction of what is expected of them.
  • Training and development – On monitoring the performance of the recruited staff sometimes the need of improvement is felt by the human resource manager. Therefore training and development of employees is essential to enhance their skills and potential to perform their job role in accordance with the goals and objectives of the organization. In a service industry the training and development process for staff emphasize more on inculcating the skills which contribute to customer satisfaction and best service quality. (Hartel, 2015)
  • Budget monitoring – The monitoring of budget is also an essential part of human resource management. While planning the process of human resource management and its implementation the consideration of budget allocated by the finance department to human resource department is very crucial in order to make sure that the costs involved in the process of management of human resources of the organization do not exceed the budgeted costs.
  • Relationships – During the human resource management process the relationship between the staff and managers has also to be managed in order to avoid conflicts of interests among the staff members and help them solve their grievances and problems.

Role and purpose of Human Resource Management: In a service industry human resource management plays a very crucial role. The purpose of human resource management is to make available highly capable and best suitable human resources for the organization who will be able and willing to support the organization in achieving its goals and objectives. The main focus is to select and recruit the persons with effective communication skills since the job responsibilities of staff in service industry involve serving the customers through interaction with them in accordance with their needs and demands. The success of a service industry largely depends on its human resources since they contribute to the achievement of goal of customer satisfaction through establishing good relations with them and providing them best services. (Stone, 2014)

Hard and Soft HRM: Hard HRM refers to as the approach towards the employees in which the employees are treated as resource for the organization like other resources such as assets; land etc. whereas under Soft HRM approach employees of an organization are considered as an important source for attaining the competitive advantage. In a service industry approach of hard HRM is not appropriate since the employees are more than a resource for such organizations. Without the support and contribution of human resources, the service organizations will not be able to survive in the competitive market.

Relation and engagement with Hotel Hilton Stratford: Hotel Hilton Stratford will adopt soft HRM approach for the management of its human resources since it considers human resources as an important factor of success. For this purpose the Hotel will use best talented employees with most expertise and enhanced skills which will be developed in them through proper and effective training mechanism. The Human Resource Department at Hotel possess specified knowledge in employment relations, employee benefits and compensation, collective bargaining agreements, recruiting and tracking, training, employment law and statistical analysis of its human resources. (Al Hrou, 2014)

P 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected service industry with reference to Hilton Hotel Stratford.

  • Human resource planning: It is defined as a process which relates to the identification of present and future needs of human resources in an organization for achieving its goals and objectives by establishing a link between human resource management process and the overall strategic plan of the organization. It includes estimation of number of persons needed to perform the specific activities and determining how these persons can be recruited.
  • Importance of human resource planning: Human Resource planning is significant as it helps in coping with changes by estimating future personnel needs. It lays a foundation for personnel functions and development of human resource management plan by linking the business strategy with operational strategy of the organization. (Gannon, 2015)
  • Need for analysing demand and supply: The analysis of demand and supply of human resources is an essential part of human resource planning process since it helps in identifying the availability of human resource in the industry and the cost of procurement of human resources for the organization. the competitive environment of the human resources availability in the industry can be identified and evaluated by the analysis of demand and supply of human resources in that industry.
  • Analysis of demand and supply for Hotel Hilton Stratford: Hotel Hilton Stratford believes in planning the needs of human resources for the organization in future on the basis of analysis of demand and supply of human resources within the Hotel. For the analysis the existing human resources at the Hotel are identified and compared with the present and future needs to forecast the demand for personnel at Hotel. Similarly the availability of human resources for service industry at Stratford is identified through recruitment agencies in order to forecast the supply of human resources for the Hotel in accordance with the budget. This forecasting of demand and supply of human resources with analysis of needs of Hotel will help in overcoming the changes and gain competitive advantage. (Henderson, 2012)

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Task 2

2.1 Assess the current state of employment relations for the Hotel industry.

Current state of employment relations in a hotel industry

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Employment relations refer to as the understanding and co-operation among the staff members of the organization which help them to work in co-ordination with each other avoiding conflicts and confusions. The relations between the employees and managers in an organization contribute to the achievement of goals. The current state of employment relations in hotel industry are described in different context as follows:

Unionization and Structure of Trade Unions

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The World Federation of Trade Unions (WFTU) was established in 1945 which aims at bringing together the trade unions of the world. The Trade Union International of Workers in Tourism and Hotels (HOTOUR) is international trade union which is affiliated to WFTU. A trade union is the group of workers who unite for a common goal or purpose in order to protect their interests and safety standards, getting higher benefits or compensation, increasing the number of employees or improving working conditions. The trade union of hotel industry aims at protecting the interests and safety of workers working in the hotel. The trade union of  Hotel Hilton  works to unite the staff of Hotel in order to protect their interests while working at the hotel and help them solve their grievances. (Ahmad, 2010)

  • Culture: The culture and corporate standards at Hotel Hilton requires all the staff members to dress in formal attire and professional uniforms. The culture and working environment differ from hotel to hotel in a service industry.

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  • Collective bargains andNegotiation: Collective bargaining refers to as the process by which members of trade union and employer negotiate upon the scope of employment relationship in hotel industry. At Hotel Hilton the employees and workers are able to negotiate and make voluntary agreements on many topics such as wages, hours, promotions, benefits and other employment terms for handling disputes. (Hoque, 2013)
  • Reconciliation and Consultation: The process of reconciliation and consultation for employee conflicts and disputes in hotel industry is done with the help and support of organizations such as Conciliation, advisory and arbitration service (ACAS), Citizen Advisory Bureau etc.
  • Employee Participation and Empowerment: The employees in the hotel industry including the workers and staff are allowed to participate in the planning process of organizational activities and defining the roles and responsibilities in accomplishment of objectives. The involvement of employees results in less conflicts and grievances among them and improvement of employment relations which is an essential factor contributing to the growth of the service organizations and hotels. The empowerment is given to the employees in hotel industry by assigning them the responsibilities related to the satisfaction of customers at the hotel through their skills.
  • Grievance and Disciplinary procedures: The grievances and disciplinary mechanisms in hotel industry are addressed through formal and informal meetings of managers with the employees and trade unions where the grievances of the staff are discussed and the mechanisms are devised to solve them. The code of induct for the employees and staff are defined to ensure that the disciplinary procedures are implemented within the organizations belonging to service industry.

P2.2 Discuss how employment law affects the management of human resources for the Hilton Hotel as selected service industry business.

Effect of employment law on management of human resources in Hotel Industry:

Employee Rights: The employee rights relate to the making of employer to keep the contract of employment for enabling the employees work in a safe and healthy environment, getting appropriate training, joining trade union or staff association and being allowed to access own personal information.

Employment Legislation: The legislation which relates to the protection of employment rights include The Equal Pay Act which provides that men and women should be paid same for equal jobs, Working time Regulations which provide for the maximum hours for which employees are allowed to work, Employment Rights Act, Employment Relations Act, The Health and Safety at Work Act etc.The employment rights given to the employees of hotel industry include guaranteed minimum hourly wage rate of £6.31 per hour as determined in 2013. The discrimination of race, sex age or disability is illegal among employees. All workers must be treated equally with equal pay to them and equal promotional opportunities for women and other ethnic minorities. The EU Working Time Directive has set limit for number of hours up to which employees will be allowed to work at hotels or in shifts. Maternity and paternity leave shall be allowed as soon as children are born or about to take birth and their post shall be remained open when they return from leave. (Barnard, 2016)

Redundancy of employment occurs when the job of workers is lost due to fall in sales or increase in loss of business in the dynamic and competitive environment. In this situation business needs less staff and therefore some posts are no longer required. As a result of this in order to reduce the staff costs the employees are retrenched from their jobs. The procedures in this direction by the hotels shall be fair involving methods such as last in first out method, payment of fines or compensation due to retrenchment etc.

The contract of employment between the employer and employee shall be strictly adhered to by the employer and the non-compliance may result in the proceedings against the employer since the purpose of employment legislation to mandatorily provide contract of employment is to protect the interest of employees and staff members of organizations. The Employment Rights Act focus on the equality in payment of wages to employees without the discrimination of sex, race, age etc among them. The legislation also provides for the arbitration and reconciliation process for resolving the disputes through arbiter and advisory organizations such as Conciliation, advisory and arbitration service (ACAS), Citizen Advisory Bureau etc. in this way the employment legislation plays a crucial role to safeguard the rights of employees and thus it shall be taken into consideration by the hotel while planning the human resource management process and implementing it.

Amendments done by the employment rights Act 2002, and by the employment rights Act 2004 to the employment rights Act 1999: The Employment Act 2002 provided new rules  and regulations related to maternity, paternity and adoption leave and pay along with the changes in Tribunal system. The Act also introduced minimum dismissal procedure for employees, which was made mandatory. The changes were to reform the existing labour law in UK. The existing Employment Rights Act 1999was completely reformed by the amendments made by in the Act in the year 2002 and 2004.

Task 3

3.1 Discuss a job description and person specification for a selected service industry job

Job description and person specification at Hotel Hilton Stratford:

Recruitment and selection: Recruitment is the process which involves creation of pool of employees suitable for specific job in the organization which is done through identification of factors which affect the labor market, identification of organizational needs and conducting job analysis. Selecting is the process of choosing the suitable candidate from the pool of available applicants for a specific job by the managers in accordance with the job requirements and goals of the organization. The process of recruitment and selection play a vital role in determining the organizational performance and gaining competitive advantage. This aims at attracting and retaining high caliber persons in the organization having the potential and ability to develop the organization within reduced costs. (Gavrel, 2015)

Job Analysis: It involves detailed study of the job requirements and person specifications needed for the job by gathering, analyzing, synthesizing and reporting information about the roles and responsibilities of the job and the conditions under which the job will be performed.

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Hotel Hilton Stratford has been selected as one of the best companies having exceptional workplace cultures. The staff of the Hotel is responsible for the achievements and rewards received by the Hotel. The employees work together as extraordinary hospitality professionals to make the hotel a great place to work and build rewarding careers for the staff. (Milford, 2012)

Job description of Director of Operations at Hotel Hilton Stratford: A Director of Operations at Hotel Hilton is responsible for effective management of operations at Hotel so that the Heads of all Departments achieve and exceed their targets related to revenue generation and guest satisfaction. He performs the following tasks to the highest set standards:

  • To work in co-ordination with the General Manger for managing major property issues relating to capital projects, customer service and refurbishment actively and efficiently.
  • Provide assistance in development of hotel budgets and other related short term and long term strategic goals.
  • Ensuring that the targets are met by proving effective leadership to hotel management team and team members.
  • To respond to audits completed by company for continuous improvement.
  • To plan, direct and co-ordinate provision of services by operations department in accordance with guest expectations.
  • Comply with Hotel Service standards.
  • Regular analysis of results of department to highlight problem areas and take appropriate actions for controlling costs.
  • Management and development of Heads of Department for career progression and effective succession planning within the hotel.
  • To seek and respond to feedback from guests for achieving positive outcomes through customer satisfaction.
  • Hold and conduct regular briefings and meetings with the HOD team of hotel.

Person specification of Director of Operations at Hotel Hilton Stratford: A Director of operations serving athotel Hilton Stratford works with other staff members of hotels on behalf of guests. For this job a person is required to possess the following specifications that relate to qualification, attitude, behavior, skills and values:

  • A Degree or Diploma in Hotel Management or equivalent qualification.
  • Strong commercial acumen and exposure with experience in F&B and Rooms management.
  • Having experience in managing cost budgets, revenue proposals and forecasting of results and profits for the hotel.
  • In-depth knowledge about the hotel and service sector or leisure.
  • Strong and effective leadership skills for managing and motivating the team members and staff of hotel for high level performance and achievement of targets.
  • Be accountable and resilient towards work and job role.
  • Be capable to handle work pressure and be able and willing to demonstrate the capabilities and distinctions in extreme circumstances.
  • Having knowledge of hotel property and management systems at Hotels.
  • Previous experience eon similar job role elsewhere.
  • Understanding the importance of brand reputation and image and value the effort required to globally recognized hospitality services and experience.

3.2 Compare the selection process of different service industries businesses.

Selection process of Hotel Hilton Stratford: Hilton Hotel adopts the selection process of recruitment of applicants which is intensive but relatively simple. The online application forms are screened by hotel representatives and the eligible applicants are contacted for job interview. The first contact is made by HR representative on phone for on the spot interview and then lead them to personal interviews face-to-face. The interview sessions may range from a single session to up to five interviews. At the interviews straightforward and deliberate questions are asked by hiring representative to judge that the candidate is able to demonstrate professionalism at all times and research company values matching with the candidate.

Selection process of British AirwaysAt British Airways the selection process for recruitment of Pilot is made by inviting the applicants to fill and submit online application form. After screening of individual applications by British Airways recruitment team, the shortlisted candidates are invited for the selection day. The selection process takes two days or more which is done at  British Airways  Recruitment Centre at Waterside mar London Heathrow Airport. On first day Right to Work check is made followed by aptitude tests such as verbal and numerical reasoning and two computer based capacity assessments. Those who are selected appear for interview with British Airway pilot and HR associate on the second day. After this a simulator assessment is made at British Airways Flight Training Centre near Heathrow. The candidates who qualify all stages are placed into DEP Hold pool for 12 months until they are offered first officer’s position at Airline.

Comparison of selection process of Hotel industry and Airline IndustryThe hotel industry as well as airline industry both belongs to the service sectors but the recruitment and selection process of both the organizations is quite different in terms of evaluation of suitability of applicant for the job. The selection process at Airline Industry is based on evaluation of technical aspects and hard skills whereas the selection process of Hotel industry is based upon evaluating the soft skills of the candidate. The methods for technical evaluation are used at airlines such as aptitude tests and simulation assessment whereas the selection in hotel industry focus more on personal interview with the candidate which is made on phone by HR and face-to-face by other representatives. Although the process of inviting applicants for the job through online application forms is same but the selection techniques and interview process differs. The description of selection process of the two industries mentioned above shows that the human resource management differed from organization to organization and even two organizations belonging to service industry may also have different processes of recruitment and selection of employees due to the nature of services offered by these organizations to its customers. (Compton, 2014)

Task 4

4.1 Assess the contribution of training and development activities to the effective operation of a selected service industry business

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From the discussions about the human resource management process of hotel industry and comparison of the recruitment and selection process of Hotel Hilton with British Airways it can be concluded that the human resource management of different service industries is different which entirely depends upon the goals and objectives of the service organization and the tasks and activities which is expected of the employees of the organization. The report provides support and guidance for the human resource management of Hotel Hilton Stratford which is likely to be opened by Hotel Hilton Worldwide as it discusses all the relevant information and aspects that relate to the human resource planning and management in hotel industry. The employment laws and legislation and its current state in hotel industry will be helpful in planning the human resource management accordingly by Hotel Hilton managers. In this way it can be concluded that human resource management is an essential part which is very important for the success and development of organizations in service industry as it helps the staff of hotel to develop communication skills which are relevant for the satisfaction of customers and guests who arrive at Hotel. (Gomes, 2016)


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Al Hrou, S.A. & Mohamed, B. 2014, "Human Resource Management Practice Tourism and Hotel Industry", SHS Web of Conferences, vol. 12, pp. 1076.
Barnard, C. & Ludlow, A. 2016, "Enforcement of Employment Rights by EU-8 Migrant Workers in Employment Tribunals", The Industrial Law Journal, vol. 45, no. 1, pp. 1.
Compton, R.L., Morrissey, W.J. & Nankervis, A.R. 2014,Effective recruitment and selection practices, 6th edn, CCH, North Ryde, NSW.
Cushway, B. (2011). The employer’s handbook: An essential guide to employment law: Personnel policies and procedures.
Gannon, J.M., Roper, A. & Doherty, L. 2015, "Strategic human resource management: Insights from the international hotel industry", International Journal of  Hospitality Management , vol. 47, pp. 65-75.
Gavrel, F. 2015, "Participation, Recruitment Selection, and the Minimum Wage", The Scandinavian Journal of Economics, vol. 117, no. 4, pp. 1281-1305.
Gomes, A. (2016) Human Resources in Service Industry, lecturer 9, UKCBC College of Business and Computing
Härtel, C.E.J. & Fujimoto, Y. 2015, Human resource management, 3rd edn, Pearson Australia, Frenchs Forest, NSW.
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