Human Resource Management In Service Industry

Role of Human Resource Management

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Introduction to Human Resource Management In Service Industry 

Human Resource Management (HRM) is regarded as one of the most crucial functions of the business.  Role of HR is important in determining the needs and demands of the employees. Along with this, human resource management has huge importance in service sector as entire work depends on talent and skills of the personnel (Gloet, 2006). In the present study, human resource management has been discussed with respect to Hilton hotel. The study entails to understand the role and purpose of HRM. Further, it involves assessment of contribution, training and development activities with respect to effective operation of Hilton hotel.


1.1 Analysis of the roles and purpose of human resource management in Hilton hotel

Human resource department of the organization plays key role in managing the personnel within the firm. In this regard, it has been determined that Hilton hotel is developing an expansion plan and for this it is opening 50 more hotels in Stratford city. Organization is planning to offer different types of services to its clients. For the purpose of attaining organizational goals, such as requirement of talented personnel, the process of planning and implementing process has been made (Ci-sheng and Shu-ming, 2012). Thus, role of human resource is crucial in accomplishing objectives of Hilton hotel. This is due to reason that for the purpose of recruiting skilled employees, Hilton hotel possesses effective hiring process. Recruitment procedure at Hilton hotel comprises of number of tests that assists in assessing the skills of selected candidate. This facilitates business in gaining right person at right position. Later, this would assist the company in achieving its objectives along with maintenance of quality standards.

Another major role of HR department is to motivate the employees at work. This can be done by conducting training and development sessions for the personnel by HR department.  Need for training can be assessed by implementation of wide range of techniques such as performance appraisal as well as benchmarking. This helps the company to strengthen and equip employees who lack knowledge and skills. With the enhancement in skills, firm can increase the efficiency of its workers to a greater extent.

In order to open new hotel, HR department of Hilton hotel Stratford plays a crucial role as forecaster. It determines the kind of man power required in a particular section. Therefore, training plays crucial role in disseminating information that are required to be given to the employees. Apart from this, HR department possess certain other aim and purposes. It majorly aims at offering greater satisfaction to the workers (Role of HR, 2015). This is due to reason that success of service industry depends on its employees. This is because of fact that organization can deliver quality services to the customers only when its employees are highly committed and motivated towards the work. In order to accomplish HR purpose, greater efforts are made by the staff members of Hilton in terms of offering healthy working environment to the employees. The working environment within Hilton hotel is friendly. Further, the employees possess opportunity to communicate their grievances to respective authority. Thus, it results in resolution of the employee's problem. Another major purpose of HR is to follow several legal laws and regulations that are related with employment.

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1.2 Justification of human resource plan based on analysis of supply and demand

Human resource planning is regarded as the process that assists in determining future and current needs of HR. It comprises of various steps. Given below is the major human resource plan of Hilton hotel:

  • Assessment of organizational objectives: From the case study provided it has been gained that the company is planning to open 50 hotels in Stratford City. Under this, it is planning to offer wide range of services. For this firm requires team of competent personnel. HR plan is crucial in determining whether or not, company possess adequate amount of human resource.
  • Inventory of present HR: This stage is concerned with the analysis of existing employees in terms of their skills and experience (Martin, 2003). For instance, it has been evaluated from case study provided that Hilton hotel determines the requirement of additional employees. This is made by the recruitment process that can be carried out by its HR department.
  • Forecasting the demand and supply: At this stage, determination of type and quantity of man power needed for new hotel is determined. For instance, it is analysed that team of 50 employees is needed for service but the supply of man power within firm is limited.
  • Estimating man power: Under this difference between supply and demand of man power will be estimated. In situation when the firm there exist huge gap between demand and supply of employees, then it can plan recruitment and selection activities.
  • Preparation of action plan: This is the last step wherein recruitment is done. Organization will make use of both internal and external sources in order to organize process of recruitment (Pattanayak, 2005). This helps in hiring highly qualified man power by Hilton hotel. This assists the organization in gaining benefit in terms of increased sales and profitability.

2.1 Assessing current state of employment relations in Hilton hotel

Employee relation demonstrates link among employees and employers who work in same organization. The success of every firm depends on relationship that exists among them. In order to maintain suitable relationship among managers and hotel workers, different organizations are taking assistance from several techniques. For example, various organizations such as Hilton hotel are making use of collective bargaining process. This is taken for the purpose of gathering opinions of employees in relation to working condition. This process involves series of steps that are being implemented in situation when personnel face any difficulty with respect to current working environment (Pawson, 2011). Through this approach, an appropriate discussion will be made among employees and management. This assists the management in determining the issues faced by employees within service industry in an appropriate manner. Through this effective relation can be developed among employees and employers.

Along with this in order to maintain current state of employment relationship several hospitality organizations take assistance from employee participation approach. With this approach employers include their employees in the process of decision making. This is in order to enhance the motivation level of the personnel. It is not only effective in increasing satisfaction level of employees but it has an imperative role in minimizing the communication gap among employers and workers (Sims, 2007). Moreover, it assists the personnel in communicating their grievances before management. It is also contributory in improving the association among employees and employers in an effective manner.

In addition to this, several firms under hospitality sector comply with effective grievance procedure. It is required to resolve the issues that are being faced by employees of the organization. In this regard, it has been determined that the relationship among employees and employer is affected when the issues of workers are not resolved within reasonable duration of time. For the purpose of resolving issues between both the role grievances handling procedure is very critical. Through this approach conflicts among employees and employers will be resolved. It helps in establishing effective relationship among employers and workers. Apart from this, several hospitality firms who possess their own union works with the aim of establishing effective relationship between employees and employers.

2.2 Impact of employment law to management of human resource

Employment law has huge impact on the management practices. As per the given case several employment laws are assessed with respect to Hilton Hotel. These are analysed as assist in enhancing the HR practices of Hilton hotel. For instance, Employment Right Act is one of law that offers information about rights possessed by workers which can be availed by them while working in the organization. The act involves the areas such as right to receive payment in return of delivery of services, etc. (Ying Chang, Wilkinson and Mellahi, 2007). Further, it also includes right to give healthy working environment to employees. In situation, when Hilton hotel does not follow all the rights in managing the employees then workers possess full authority to file case against the organization. Along with this, hotel needs to comply with different provisions relating to maternity and parental leave as well. Such would be applicable both in case of male and female employees (Hafeez and Aburawi, 2013). The workers possess the authority to avail the leave provided at any point of time when required. Such leaves are paid. Workers can take strict actions in case if provided leaves are not granted to them. The leaves provided have greater impact on HR management practices of Hilton hotel. For example, during peak time it has been determined that majority of the workers are on parental leaves. In this kind of situation, it is difficult for the organization to maintain suitable balance between demand and supply of workers. This has direct impact on image of the hotel to a greater extent. 

Along with this act of equal opportunity is another legislation that affects the selection procedure of the employees in the organization. For instance, the hotel has planned to recruit more male employees for its Stratford city hotel. This aim of the firm cannot be accomplished due to presence of Equal Opportunity Act. According to this act, organization must not discriminate personnel on the basis of gender and religion. In case of performance, strict actions can be taken against the organization. Thus, it can be said that HR practices of Hilton hotel are affected by various employment legislation. 


3.1 Job Description and Person Specification

In order to recruit employees in desired manner, company need to develop varied set of documents. Considering this, job description and person specification are two of the most critical documents that help recruiter in attracting quality set of employees. Job description is basically a list that includes information which an individual need to carry out while appointing to specific job position. In general, details regarding roles and responsibilities are included that need to be carried by employees on regular basis (Ofori and Aryeetey, 2011). With the help of this document, company is able to attract candidate that are ready to done such work. 

However, it is required that for every job, certain set of skills, qualification and experiences is required by the candidates and same need to be specify by Hilton in order to gain attention from specific individual only. This requirement is fulfilled with the help of person specification that comprise information related to minimum level of expertise who can apply for the job (Kenny, 2011). Here, mentioned hotel specifies about the minimum skills, experiences and qualification. Considering this, following are the job description and person specification of front line manager at Hilton Hotel:

Job Description

Post Vacant: Front Line Manager

Key Responsibilities:

  • It has a key responsibility of monitoring the performance of night auditors, guest service agents, bell staff and other supportive staff so that they can perform as per the set standard.
  • It also needs to direct and guide associates so that hotel policies and procedures are followed with high priority.
  • He/she has the ability to complete all task with reference to front office so that operational function can be executed in desired manner.
  • Assist the head of different heads so that smooth and effective functioning can be attained within the operations of the hotel.
  • One who can conducts day to day activities smoothly.
  • Ensuring that team member has understood their job roles and responsibilities in desired manner.
  • He/she need to collaborate with managers and supervisors so that departmental goals can be attained.
  • Ensures sound communication among every departments so that guest can be served better.
  • Responsibility of hiring and training new associates so that they can able to operate as per the standard of the hotel.
  • Effective management of department expenses so that cost of operation can be reduced.
  • Assess the needs of guest and addressed the same with high priority.
  • Prioritising daily work and monitor the progress of different work so that it can be completed in set time frame.

Person Specification Skills

  • Ability to train and lead new members
  • Sales ability
  •  Offering of quality hospitality
  • Self-control
  •  Initiator
  • Ability to work at nights or even on public holidays
  • Team leadership skills
  • Sharp memory
  • Adaptability: cope with diverse customers and their needs as well


  • From A level to 2 years further education to standard of HND or similar within the context of hotel and hospitality sector.
  • 5 years of experience of working at reception
  • Fluency in second language can be an advantages
  • Good general level of education

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3.2 Comparison of Selection Process

Selection process is one of the key practice within the context of HRM. It is a practice of filtering the unwanted candidates and choosing best one out of the list of applicants. Through this, company is able to employ skills and most talented employees at vacant position at hotel through which work can be completed in desired manner (Chan and Kuok, 2011). It is evident that selection process of each company varies slightly and in this context, comparison is made between the selection methods of Hilton with that of Virgin Atlantic. Virgin Atlantic is a British airline company that possess operation in more than 31 destination across globe. In this context, following are the comparison of selection process of both the companies:

Selection process at Hilton Hotel for Front Office

Efforts are incorporated by Hilton to select most skilled and talented employees so that they can work with high quality and zeal. For this purpose, Hilton uses a 5 phase model that initiates with initial level test in which basic information related to candidates are selected. After this, subject related test is conducted in order to assess the competency and quality of employees. With the help of it, knowledge of candidates is monitored and evaluated based on benchmark. Applicants that pass this level go to next phases in which intellectual test are conducted by the recruiter. Here, skills and intellectual level are judged and also situational test are taken so that their thinking power can be evaluated. This aids in filtering candidates that possess high thinking skills and competencies (Rao, 2010). Beside this, interview with HR manager is conducted in which employee’s reference are checked and communication skills are judged. Here only three to four candidates per vacant position are passed for final interview. At the final stage, salary norms are discussed along with other HR policies. One who admits with the policies is selected and hence job letter is offered.

Selection process at Virgin Atlantic for Front Office

On the other hand, selection process of Virgin Atlantic is quite complex as compared to Hilton. This is the scenario because it operates in aviation industry that comprises of different set of rules and regulation, and hence employees need to adhere all these in an effectual manner. Here, selection method is initiated with the shortlisting of employees by viewing the experiences of candidates. One with low job experience is removed here only so that candidates with high work life are taken into account. Further, session of GD (group discussion) is conducted. From this, candidates with quality communication skills are identified so that they can be monitored even closely in the further stages of selection. After this, interview is held in which question based on CV and past experiences are taken. This helps in judging the mental stability of candidates. From this, applicants that passed are move forward for simulation phase in which real life situation are given to candidate sand they need to take decision considering the attainment of business objectives (Hurrell and Scholarios, 2011). This helps in identifying two to three applicants per vacant position that possess the capability of appointing at the front office job. After this, interview is taken by HR followed by departmental head. Negotiation is done here and candidates that ready to work with negotiated amount are appointed by offering them job letter and joining date.

4.1 Contribution of Training and Development

raining and development is one of the key mode that helps the company in boosting the quality and performance level of employees. Through this, company is able to enhance the productivity of human resource through which they can work with full zeal. In this context, Hilton Hotel also offers quality training and development session to employees and in return, following benefits are attained by the Hotel:

  • Rise in Productivity: It is one of the core benefit of offering T&D to employees. From this, employee can able to work as per the required standards from which chances of duplication of work is reduced. This certainly declines the wastage of efforts as well and hence the hotel is able to offer quality services to in-house guest (Rohitarachoon and Hossain, 2012).
  • Increase in job satisfaction: With proper training, employees are able to work as per the industry benchmark through which they feel motivated and this tends to brings job satisfaction in them. With this, employees are able to work with high commitment and zeal which is a positive situation for the company (Beier and Kanfer, 2010). In addition to it, job satisfaction develop sound working environment where overall quality of work at mentioned hotel is increased.
  • Standard Performance: Another contribution of T&D is that it helps the cited company in attaining standard performance from every employees through which needs of customers are addressed in an effectual manner. This helps in attaining the business objectives (Van Vianen and, 2011).
  • Change management: If T&D imparts on regular basis, then employees are able to adapt to change. From this, company gains support from employees in operation that again aids in boosting the overall competency of Hilton (Bertolino, Truxillo and Fraccaroli, 2011).

Considering this, it can be state that training and development is one of the key practice that helps in enhancing overall efficiency of the employees and also aids in developing positive working environment. From this, labour turnover also reduces up to great extent.


Based on this report, it has been evaluated that human resource is one of the significant part of service industry as they are the one response for offering quality services to end users. However, it is required to manage the human resource so that they can retain the competency of employee and also aids in attaining an edge over the rivals. In this context, company need to conducts HR planning on regular basis so that vacant position can be filled within due time (Khan, Khan and Khan, 2011). Also, sound selection process need to impart so that most skilled employees are selected.


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