human resource management dissertation

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SAMPLEDISSERTATION ONHUMAN RESOURCEMANAGEMENT



Table of ContentsINTRODUCTION.............................................................................................................................. 3TASK 1................................................................................................................................................5TASK 2................................................................................................................................................8TASK 3.............................................................................................................................................12Task 4.............................................................................................................................................. 16CONCLUSION................................................................................................................................ 20



INTRODUCTIONHuman 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 byemphasizing on policy, systems (Ruiz, 2015). This is particularly important for anewly developed firm or even a branch of an established company (Bloom andVan, 2011).

The present report has thus given emphasis on Hilton Hotel which isplanning to open 50 rooms in Stratford. Hence the given study will layemphasis on understanding the role and purpose of human resourcemanagement as well as throw light on employment legislations. There willfurther be a description about job description and selection process withrespect to varied positions present in Hilton hotel.



SAMPLE ON HUMANRESOURCE

MANAGEMENTFOR DISSERTATION

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TASK 11.1 Analyse the role and purpose of human resource management in aselected service industry with reference to Hilton Hotel Stratford

Human resource management has got varied kinds of roles to play in HiltonHotel Stratford. These are as follows;

Planning – Planning is required to be done by human resourcemanagement with respect to deciding over employee number and type.This may aid in forecasting the future needs with respect to humanresources (Edwards, Scott and Nambury, 2007).Job analysis – The next function of HR is to assess the nature of job andthereby recruit candidates for the same accordingly.Staffing - This formulates one of the most important function of HRwhere the management emphasizes on recruiting the professionals.These can be for F and B department, consumer service asks of Hiltonhotel (Gberevbie, 2010). Staffing entails for ecruitment and selection ofthe human resources so as to fill the vacancies in best possible manner.Orientation - The management team at Hilton hotel has focused oncarrying out orientation activities for the employees so that they canadjust with the new environment. This is particularly crucial for thefresher 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. Therequirement on arty of HR is thus to provide training sessions to newemployees. It may further be required during changes that take place incompany say for example in the area of technology (Nestoroska andPetrovska, 2014).Performance appraisal – The professional present in HR department ofHilton are further responsible to develop as well as appraise performanceof the employee present in varied departments.

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Compensation and Benefits – This function is handled by the Hr.specialist that can be appointed for Hilton Stratford. The need on part ofthe specialist is to decide over the compensation structures as well asevaluating the competitive pay practices (.Forman, Jon sand Thistlethwaite, 2015)Career planning – The need on part of Hr. professionals present inHilton hotel is to assess the desires of employees so that they can growas well as advance in there career. This may help in analysing thepotential for growth as well as the advancement that is likely to make byemployee in Hilton.Record keeping – It can be regarded as one of the oldest as well as themost basic function of HR. Records are required to be maintained forvaried purposes. These are related to absences, turnover, late entry aswell as promotions. The need is to keep the record updated at all times(Tsai and Yen, 2008).

1.2 Justify a human resources plan based on an analysis of supply anddemand for a selected service industry with reference to Hilton HotelStratford

Human resource plan can be defined as a continuous process thatgenerally aids in identifying current as well as future requirements of humanresource personnel present in Hilton hotel. As per the case study, Hilton hotel isplanning to open around 50 rooms at Stratford City. In this regard, the need isto recruit human resource personnel for the same. The plan has been crated forthe same which is based on supply and demand conditions present in marketas well as within the chain. The plan is as follows;

1. Setting HR objectives – Seeing the present expansion plan of Hilton,the objectives for the company is to develop human resources, increaseemployee retention and reduce turnover rate.

2. Identifying Human Resource needs – As the ecpansion is towardsopening 50 room at Stratford City. Hence the need is to recruit employers



in all departments; the new recruits must be experienced as well asfreshers. The HR professionals of Hilton can plan recruiting, selecting andtraining process accordingly.

3. Keeping Manpower Inventory – There is further a need to judge howmany employees can be transferred from existing branches of Hilton toStrangford city. This is further assist in ensuring that the employees areprepared for higher responsibilities in the near future.

4. Adjusting Demand and Supply - This stage as per the plan will entailfor fulfilling the manpower needs in advance. If there is a likely chancethat Hilton Strangford may not get good employees for a particulardepartment then they must started recruiting more numb of employeesin advance (Arasli, Bavik and Ekiz, 2006).

5. Creating Proper Work Environment – These steps in case of newlyopened branch of Hilton in Stranford ensure for crating the best possibleworking conditions for the personnel. This will help to generate maximumjob satisfaction for the employees.

6. Safety – The need on part of HR management is to ensure towards anoverall Workplace safety of the employees. Hence the HR managementat Hilton Stratford is required to oblige with the Occupational Safety andHealth Act whereby employers will be provided with a safe workenvironment to all the employees (Budhwar and Debrah, 2013). In thisregard, HR should prove the needed training to employees so as to avoidworkplace injury.






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TASK 22.1 Assess the current state of employment relations for the Hotelindustry

Employee relations in case of hotel industry is all about managing theemployment as well as work based relations that exist between the managers,works, employees as well a trade union. Maintaining the employee behavior iscrucial so as to manage the sustainability of organizations (Edwards, Scott andNambury, 2007).

UK hotel industry is amongst the largest that employees 5 percent of theworkforce. Here, over half of the employees are females and less than half areon 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 tradeunions. Here, there is a presence of just 4 percent of workers in London thatare represented by trade union. This is on account of the greater employeeparticipation that is involved in hotel sector of UK. This gives a chanced toemployees for voicing up their opinions (Chang, Gong and Shum, 2011).

Other than trade unions, there is also an existence of relation betweenemployer and employee. The inputs for the same are inclusive of recruitment,induction, discipline or reward systems. It is in the hands of employer tomaintain the relation with employees in the best possible manner. In context ofHilton hotel, the company has focused itself to keep strong employee relationsby preparing an extensive knowledge of employee b benefit scheme for thesame and applying them practically. In the same way, the company has furtherkept a best-in-class HR software as well as training library so as to suit theneeds and requirements (All the right people, 2016). The company can furtherapply the same standards in Hilton Stratford branch as well. As per theemployee testimonials it is further clear that Hilton hotel has got a set ofoutstanding leadership as well as team working ability (Recruiting talent.Retaining team members, 2016). If the same concept is applied in Stratfordbranch then there may be generation of great success performance as well as



quality service for all. There may further be a creation of leading position inmarket.

In order for Hilton Stratford to succeed in the market, there is arequirement to ensure that all the activities as followed in other branchesshould be applied here as well. In case of new branch, the success can only bea 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 managingemployee relations in the other branches (Ruiz, 2015).

2.2 Discuss how employment law affects the management of humanresources for the Hilton Hotel as selected service industry business.

There is a presence of varied employment laws that impacts themanagement 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 havebeen discussed below;

Factories act- As per the act the employees are entitled to work for onlyeight hours in a shift. In case of over shifts, payment will be given tothem. In this regard, the, management will have to comply towards thesame. If they fail to do so then they are likely to face 2 years ifimprisoment or fine up to 1 lakh (Zhang, Dolan and Zhou, 2009).Data Protection Act 1998 – As per the given act, there is a need toensure that the data of employees is protected. This is applicable interms of their overall confidentiality and privacy. Hilton Hotel at Stratfordis required to abide by the same. In case the company does not follow it,then issues may be faced with respect to increasing conflict formemployee end. Lawsuits may further be filed on the company.Equal opportunity act – The act states that the employees must begiven equal opportunities for working. No discrimination should be madeamongst the employees on behalf of age, gender, culture etc. Adherencewith the same is likely to impact the company in positive manner. This isas the employees will be working a positive environment (Franke and



Felfe, 2015). Further there will be presence of motivation for them in allpossible accords. Failure to follow the act may lead to grudges for theemployees thereby affecting the overall working environment (TheEquality Act, 2010).

Title VII of the Civil Rights Act of 1964 –This law has made anattempt to prohibit decimation that is practised against the employees onthe basis of caste, creed, colour etc. In this regard the employer of Hiltonhotel cannot refuse to hire the employee on the basis of abovementioned reasons (Esposito, Freda and Bosco, 2015). In the same waythe employers cannot hire or fire the employees who are above the ageof 40 years. The legislation does not apply to business that has apresence of less than 20 workers.

Leave Provisions – As per the Family and Medical Leave Act, theemployees in hotel industry are entitled to get a leave for a period of upto 12 weeks on an unpaid basis. These can be on account of variedcircumstances ranging from serious health of employee, bonding with anew baby or active military service. In this regard, the need on part ofemployees is to get job protection while they are absent. Same applies tohealth coverage as they are still a part of work. This concept howeverincreases the burden on management of Hilton where the employee maynot be required to recognize FMLA for leave request. Hence, HR staffmust train the managers as well as supervisors to consider FMLA requestaccordingly.

As per the above mentioned laws, it is on the part of human resourcemanagement of Hilton Stratford to adhere with the same. This is likely to savethe company form unnecessary law suits. Further happy and satisfiedemployees are likely to work efficiently thereby increasing the overallperformance standards of the firm.



TASK 33.1 Job description and job specification at Hilton hotel for the post ofreceptionist

Job description

Title: Receptionist

Reports To: The HR Manager/ Line Manager.Position summary: A receptionist is supposed to be sincere, punctual, polite and courteoustowards the guests and customers who are arriving in the Hilton hotel. The receptionist needsto manage the entire significant task which is confined to his/her area of social control in orderto provide best quality services to the customers. He/she should be responsible for providingassistant, 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 specialpromotions offered by the hotel, and later on, conveying the same information to thecustomers as well.To be able to promote various departments of Hilton hotel at every possible level so that hotelsales can be increased.Candidate should possess the quality of making sure that all the reservations have beenconfirmed 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 themassistance 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 andoperating front desk office at Hilton hotel.Should be capable of providing sense of security to the guests and helping them to recover lostproperty by following safety norms.Candidate should be punctual with the timing of Hilton hotel and should abide by its normspolicies and laws. Physical appearance is also to be considered according to the standards ofhotel (Ruiz, 2015).Should be able to respond customer's public inquiries and queries in an effective and efficientmanner whenever required.



Personal specifications and attributesMust have the ability to communicate and empathise with various range of individualisticpersonalitiesShould be able to work under core pressure so as to meet the sales requirement of Hilton hotel.Employee is expected to have received a fair quality of general education which can potentiallybe GCSEs (A-C) in subjects such as grammar, mathematics, information technology andscientific discipline.Capabilities and qualities of building and maintaining working relationship between the staffand guest that is very essential.Candidates are expected to be honest, reliable and aware of cultural changes as well assensitivity.Should be able to attend guests and provide them with necessary information about Hiltonhotel so that minimum errors and proper satisfaction can be achieved.The candidate is required to meet the basic mathematical skills so that calculations are carriedout with accuracy and minimum errors.Should possess the knowledge of maintaining and handling unfamiliar equipment’s and othercomputer languages and programming.Should readily available to work in rotational day and night shifts at Hilton hotel.Must have the abilities of handling hotel's front and reception desk simultaneously in busyenvironment of the hotel so that mismanagement does not take place.

3.2 Comparing various different selection processes of differentservice industries business that can best suit to the Hilton HotelDifferent selectionprocesses

Advantages Disadvantages

Aptitude test Provides a base for searchingdesirable candidate by properobjective assessment. Eg.Mental ability, likings andinterest.

Result drawn from the aptitudetest may not be reliable.Sometimes incompetentcandidates are selectedbecause of the bias behaviourof selectors.

Telephonic interviews Relatively less timeconsuming, cheaper andcheerful means of conductingan interview (Edwards, Scott

Unable to presume bodylanguage of the candidate.Fails to depict the seriousness,attentiveness and promptness



and Nambury, 2007). towards the job.

Personal interviews Mistakes can be easilyidentified and rectified in faceto face interviews.Helps in judging a candidateon personal level (Ruiz, 2015).Aids in better interaction withinterviewee so that differentdispute issues are identified.

Incomplete and incompetentprocess of selection as writtentest is also very muchimportant.Chances of dissatisfaction canbe increased as candidates mayface questions which do notrelate to his/her profile andqualification.

Personality test Helps in assessing goodqualities such as behaviouralskills and attentivenesstowards the job.

Time consuming process ofselection which can leadcandidate switch to anothercompany (Edwards, Scott andNambury, 2007).

Group discussions Helps in identifying solutionsand recommendations ofcandidates in the company.

Less efficient process due tolack of coordination among thegroup members.

The best suited method for the selection of candidates at Hilton hotel ispersonal interview. It helps in establishing relationship between the intervieweeand interviewer which enhances the mutual understanding and compatibility.Major advantage is related to the availability of flexibility that is being achievedduring the selection process. It helps in increasing knowledge of both theinterviewee and interviewer by exchanging new and fresh primary information(Bloom and Van, 2011). Face to face interaction also aids in resolving businessissues and disputes such as labour unrest by performing a depth analysis. Itensures the selection of appropriate and deserving candidates as thequestioner is in direct interaction with the interviewee. It proves to be abeneficial way of selection to the Hilton hotel as interviewer can focus ondifferent aspects such as mental abilities, problem solving skills and technicalskills.






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Task 44.1 Contribution of training and development activities to theeffective operation for the selected service industry business HiltonHotelBenefits of training and development programs: Generally there are three mainbenefits of training and development programs at organizational level.

Market growth: Employee development programs are necessary forany company to stay solvent and competent in the market. Althoughconducting such programs are cost effective but results in a positivegrowth of the organization. Such training and development programs areessential as it aids in understanding how fast and effectively necessaryinformation is transferred in the business world (Edwards, Scott andNambury, 2007). It increases and expands the knowledge level of theorganization as well as the competitive capabilities which promotesgrowth of the company at higher rate.Organizational performance: Learning and development programs arethe contributing factors for company's effective performance. It generallyidentifies and resolves the issues and problems which hinderorganization's growth and performance. Impact on ways, methodologiesand attribute towards work also elevates the level of effectiveness inbusiness. Different training programs helps in providing natural, socialand cultural exposure to various other organization present in the market.It further aids in maintaining a physiological bond between the members(Ruiz, 2015).Employee’s retention: Retention of any employee in a particularorganization is very challenging and difficult. This can be achieved byproviding them with different learning opportunities that further helpsthem in increasing skills and knowledge. Effective organization of trainingprograms can motivate members of an organization to maintain theirstability in a particular business for a longer period of time.



Contribution of training and development activities to the effective operationfor the selected service industry business Hilton Hotel

Identify goals: An effective learning and development programs canprovide a better view of goals and targets to be achieved by Hilton hotelin forthcoming years. It helps in identifying various potential barriers anddifficulties that can diminish or decrease company's present status in themarket. Hence undertaking these programs can be beneficial as it aids indeveloping different strategies and methodologies to meet the hotel'sobjectives in an appropriate and effective manner.

Building trust among employees: Issues related to trust and integritycan have a negative impact on organization growth, hence developingtrust among employees of Hilton hotel is very important. Proper trainingand development programs provide guidance to solve the issues relatedto trust and integrity (Edwards, Scott and Nambury, 2007).

Conduct effective interviews: It can be very difficult and tedious toconduct interviews for various job perspectives in a particular company.Learning programs directs and helps in constructing an effectiveinterview pattern. It includes various types of questions to be asked,reviewing candidate's resume, sensing the personality of the intervieweeand conducting secondary telephonic interviews before establishing faceto face interviews with the individuals

Effective communication: It is very necessary to develop effectivecommunication pattern between different members of Hilton hotel andbetween the organization and its members. Communication skills can beenhanced by various training programs on literature, grammar and basiclanguage skills. It enables effective interactive sessions among teammembers which results in developing coordination.

Evaluating employees: Different training programs aids in eexamining their employees on monthly basis. Evaluation is necessary to



identify and fortify various weaknesses of an employee which affects thequality and quantity of work at Hilton hotel. It furthers provides a briefidea on the sectors where improvement is required so that risk of errorsis minimises t increases and expands the knowledge level of theorganization as well as the competitive capabilities which promotesgrowth of the company at higher rate.Protecting workforce from potential crises: As it is important forHilton hotel to achieve its fixed goals and objectives, it is also veryimportant to protect its workforce from possible crises that can occur.This can be achieved through effective training and learning programswhich provides guidelines on restructuring various departments of thehotel and ways to merge different roles to meet the objectives effectively(Bloom and Van, 2011).

Creating a social environment: It is necessary to foster a socialenvironment in Hilton hotel so that employees progress at a faster rate.Various learning programs helps in enduring ways to create socialenvironment for organization and employee's growth. It can be throughdifferent standard parties, by organising different outing plans andnurturing various sports events.

Create a socially responsible culture: Earning profits and growingexponentially with time is the primary goal of Hilton hotel. But contrary toprimary goals and objectives the company should also focus on socialwelfare activities. Various learning programs and meetings help inencouraging participation in non-profit areas and foundation.

Encouraging feedback: An effective training program is the best wayto prepare employees for giving a feedback after the completion of task.

Direct interaction through the HR manager of Hilton hotel helps in enhancinghonesty and unbiased behavior between employee and organization (Edwards,Scott and Nambury, 2007).



CONCLUSIONFrom the report it can be concluded that human resources plays a crucial rolein managing the business activities of organization in a successful manner. Thisentails for focussing on varied methods related to selection, recruitment etc. Itis further clear that training and development is an important part of employeeworking. This is a much needed area to increase the overall productivity ofcompany. Further it is also essential for the company to adhere with varied actsso as to maintain transparency in the human resource processes. This will notonly assist in creating a positive employment but further assist in boosting upperformance of organization.



REFERENCES

● Bloom, N. and Van R, J., 2011. Human resource management andproductivity. Handbook of labor economics.

● Edwards, E. J. Scott, C. J. and Nambury, S. R., 2007. Evaluating HumanResources Programs: A 6-Phase Approach for Optimizing Performance. JohnWiley & Sons.

● Gberevbie, E., D., 2010. Organizational retention strategies and employeeperformance of Zenith Bank. African Journal of Economic and ManagementStudies.

● Nestoroska, I. and Petrovska, A., 2014. Staff Training in Hospitality Sectoras Benefit for Improved Service Quality.

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