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SAMPLE

DISSERTATION ON
HUMAN RESOURCE
MANAGEMENT

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

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INTRODUCTION
Human resource management is a set of function that has been designed
to maximize the overall service performance of employees. In this regard,
human

resources

mainly

give

emphasis

on

people

management

by

emphasizing on policy, systems (Ruiz, 2015). This is particularly important for a


newly developed firm or even a branch of an established company (Bloom and
Van, 2011).

The present report has thus given emphasis on Hilton Hotel which is
planning to open 50 rooms in Stratford. Hence the given study will lay
emphasis on understanding the role and purpose of human resource
management as well as throw light on employment legislations. There will
further be a description about job description and selection process with
respect to varied positions present in Hilton hotel.

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TASK 1
1.1 Analyse the role and purpose of human resource management in a
selected service industry with reference to Hilton Hotel Stratford
Human resource management has got varied kinds of roles to play in Hilton
Hotel Stratford. These are as follows;
Planning Planning is required to be done by human resource
management with respect to deciding over employee number and type.
This may aid in forecasting the future needs with respect to human
resources (Edwards, Scott and Nambury, 2007).
Job analysis The next function of HR is to assess the nature of job and
thereby recruit candidates for the same accordingly.
Staffing - This formulates one of the most important function of HR
where the management emphasizes on recruiting the professionals.
These can be for F and B department, consumer service asks of Hilton
hotel (Gberevbie, 2010). Staffing entails for ecruitment and selection of
the human resources so as to fill the vacancies in best possible manner.
Orientation - The management team at Hilton hotel has focused on
carrying out orientation activities for the employees so that they can
adjust with the new environment. This is particularly crucial for the
fresher candidates that are selected for the job.
Training and development Hilton hotel has got varied departments.
All of them have got different training and development needs. The
requirement on arty of HR is thus to provide training sessions to new
employees. It may further be required during changes that take place in
company say for example in the area of technology (Nestoroska and
Petrovska, 2014).

Performance appraisal The professional present in HR department of


Hilton are further responsible to develop as well as appraise performance
of 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 of
the specialist is to decide over the compensation structures as well as
evaluating the competitive pay practices (.
Forman, Jon sand Thistlethwaite, 2015)
Career planning The need on part of Hr. professionals present in
Hilton hotel is to assess the desires of employees so that they can grow
as well as advance in there career. This may help in analysing the
potential for growth as well as the advancement that is likely to make by
employee in Hilton.
Record keeping It can be regarded as one of the oldest as well as the
most basic function of HR. Records are required to be maintained for
varied purposes. These are related to absences, turnover, late entry as
well 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 and
demand for a selected service industry with reference to Hilton Hotel
Stratford
Human resource plan can be defined as a continuous process that
generally aids in identifying current as well as future requirements of human
resource personnel present in Hilton hotel. As per the case study, Hilton hotel is
planning to open around 50 rooms at Stratford City. In this regard, the need is
to recruit human resource personnel for the same. The plan has been crated for
the same which is based on supply and demand conditions present in market
as 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, increase
employee retention and reduce turnover rate.
2. Identifying Human Resource needs As the ecpansion is towards
opening 50 room at Stratford City. Hence the need is to recruit employers
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in all departments; the new recruits must be experienced as well as


freshers. The HR professionals of Hilton can plan recruiting, selecting and
training process accordingly.
3. Keeping Manpower Inventory There is further a need to judge how
many employees can be transferred from existing branches of Hilton to
Strangford city. This is further assist in ensuring that the employees are
prepared for higher responsibilities in the near future.
4. Adjusting Demand and Supply - This stage as per the plan will entail
for fulfilling the manpower needs in advance. If there is a likely chance
that Hilton Strangford may not get good employees for a particular
department then they must started recruiting more numb of employees
in advance (Arasli, Bavik and Ekiz, 2006).
5. Creating Proper Work Environment These steps in case of newly
opened branch of Hilton in Stranford ensure for crating the best possible
working conditions for the personnel. This will help to generate maximum
job satisfaction for the employees.
6. Safety The need on part of HR management is to ensure towards an
overall Workplace safety of the employees. Hence the HR management
at Hilton Stratford is required to oblige with the Occupational Safety and
Health Act whereby employers will be provided with a safe work
environment to all the employees (Budhwar and Debrah, 2013). In this
regard, HR should prove the needed training to employees so as to avoid
workplace injury.

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TASK 2
2.1 Assess the current state of employment relations for the Hotel
industry
Employee relations in case of hotel industry is all about managing the
employment as well as work based relations that exist between the managers,
works, employees as well a trade union. Maintaining the employee behavior is
crucial so as to manage the sustainability of organizations (Edwards, Scott and
Nambury, 2007).
UK hotel industry is amongst the largest that employees 5 percent of the
workforce. Here, over half of the employees are females and less than half are
on part time job. Approximately 3 out of 5 are foreign workers. In this regard,
the hotel industry of UK is the one which is devoid of any influence from trade
unions. Here, there is a presence of just 4 percent of workers in London that
are represented by trade union. This is on account of the greater employee
participation that is involved in hotel sector of UK. This gives a chanced to
employees for voicing up their opinions (Chang, Gong and Shum, 2011).
Other than trade unions, there is also an existence of relation between
employer and employee. The inputs for the same are inclusive of recruitment,
induction, discipline or reward systems. It is in the hands of employer to
maintain the relation with employees in the best possible manner. In context of
Hilton hotel, the company has focused itself to keep strong employee relations
by preparing an extensive knowledge of employee b benefit scheme for the
same and applying them practically. In the same way, the company has further
kept a best-in-class HR software as well as training library so as to suit the
needs and requirements (All the right people, 2016). The company can further
apply the same standards in Hilton Stratford branch as well. As per the
employee testimonials it is further clear that Hilton hotel has got a set of
outstanding leadership as well as team working ability (Recruiting talent.
Retaining team members, 2016). If the same concept is applied in Stratford
branch then there may be generation of great success performance as well as
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quality service for all. There may further be a creation of leading position in
market.
In order for Hilton Stratford to succeed in the market, there is a
requirement to ensure that all the activities as followed in other branches
should be applied here as well. In case of new branch, the success can only be
a possibility if the employee relations are maintained in a best possible manner.
In this regard, the need is to work on the issues that are faced in managing
employee relations in the other branches (Ruiz, 2015).
2.2 Discuss how employment law affects the management of human
resources for the Hilton Hotel as selected service industry business.
There is a presence of varied employment laws that impacts the
management of human resources. The same thing is likely to be faced by Hr.
management in Hilton Stratford. In its regard, the laws and there impacts have
been discussed below;
Factories act- As per the act the employees are entitled to work for only
eight hours in a shift. In case of over shifts, payment will be given to
them. In this regard, the, management will have to comply towards the
same. If they fail to do so then they are likely to face 2 years if
imprisoment or fine up to 1 lakh (Zhang, Dolan and Zhou, 2009).
Data Protection Act 1998 As per the given act, there is a need to
ensure that the data of employees is protected. This is applicable in
terms of their overall confidentiality and privacy. Hilton Hotel at Stratford
is required to abide by the same. In case the company does not follow it,
then issues may be faced with respect to increasing conflict form
employee end. Lawsuits may further be filed on the company.
Equal opportunity act The act states that the employees must be
given equal opportunities for working. No discrimination should be made
amongst the employees on behalf of age, gender, culture etc. Adherence
with the same is likely to impact the company in positive manner. This is
as the employees will be working a positive environment (Franke and
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Felfe, 2015). Further there will be presence of motivation for them in all
possible accords. Failure to follow the act may lead to grudges for the
employees thereby affecting the overall working environment (The
Equality Act, 2010).
Title VII of the Civil Rights Act of 1964 This law has made an
attempt to prohibit decimation that is practised against the employees on
the basis of caste, creed, colour etc. In this regard the employer of Hilton
hotel cannot refuse to hire the employee on the basis of above
mentioned reasons (Esposito, Freda and Bosco, 2015). In the same way
the employers cannot hire or fire the employees who are above the age
of 40 years. The legislation does not apply to business that has a
presence of less than 20 workers.
Leave Provisions As per the Family and Medical Leave Act, the
employees in hotel industry are entitled to get a leave for a period of up
to 12 weeks on an unpaid basis. These can be on account of varied
circumstances ranging from serious health of employee, bonding with a
new baby or active military service. In this regard, the need on part of
employees is to get job protection while they are absent. Same applies to
health coverage as they are still a part of work. This concept however
increases the burden on management of Hilton where the employee may
not be required to recognize FMLA for leave request. Hence, HR staff
must train the managers as well as supervisors to consider FMLA request
accordingly.
As per the above mentioned laws, it is on the part of human resource
management of Hilton Stratford to adhere with the same. This is likely to save
the company form unnecessary law suits. Further happy and satisfied
employees are likely to work efficiently thereby increasing the overall
performance standards of the firm.

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TASK 3
3.1 Job description and job specification at Hilton hotel for the post of
receptionist
Job description
Title: Receptionist
Reports To: The HR Manager/ Line Manager.
Position summary: A receptionist is supposed to be sincere, punctual, polite and courteous
towards the guests and customers who are arriving in the Hilton hotel. The receptionist needs
to manage the entire significant task which is confined to his/her area of social control in order
to provide best quality services to the customers. He/she should be responsible for providing
assistant, clerical and administrative help in order to provide services in an efficacious way.
Duties and responsibilities
Hilton hotel requires a candidate who is capable of being conversant with the special
promotions offered by the hotel, and later on, conveying the same information to the
customers as well.
To be able to promote various departments of Hilton hotel at every possible level so that hotel
sales can be increased.
Candidate should possess the quality of making sure that all the reservations have been
confirmed after receiving respective deposits.
To be able to ensure the availability of hotel at various occasions to maximise the hotel sales.
Should be able to provide quality service to the customers at Hilton hotel by offering them
assistance to different departments like bars,housekeeping service, pool and spa facilities.
Should be fully equipped with the communication skills and qualities to assist in managing and
operating front desk office at Hilton hotel.
Should be capable of providing sense of security to the guests and helping them to recover lost
property by following safety norms.
Candidate should be punctual with the timing of Hilton hotel and should abide by its norms
policies and laws. Physical appearance is also to be considered according to the standards of
hotel (Ruiz, 2015).
Should be able to respond customer's public inquiries and queries in an effective and efficient
manner whenever required.

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Personal specifications and attributes


Must have the ability to communicate and empathise with various range of individualistic
personalities
Should 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 potentially
be GCSEs (A-C) in subjects such as grammar, mathematics, information technology and
scientific discipline.
Capabilities and qualities of building and maintaining working relationship between the staff
and guest that is very essential.
Candidates are expected to be honest, reliable and aware of cultural changes as well as
sensitivity.
Should be able to attend guests and provide them with necessary information about Hilton
hotel so that minimum errors and proper satisfaction can be achieved.
The candidate is required to meet the basic mathematical skills so that calculations are carried
out with accuracy and minimum errors.
Should possess the knowledge of maintaining and handling unfamiliar equipments and other
computer 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 busy
environment of the hotel so that mismanagement does not take place.

3.2 Comparing various different selection processes of different


service industries business that can best suit to the Hilton Hotel
Different selection

Advantages

Disadvantages

Provides a base for searching

Result drawn from the aptitude

desirable candidate by proper

test may not be reliable.

objective assessment. Eg.

Sometimes incompetent

Mental ability, likings and

candidates are selected

interest.

because of the bias behaviour

processes
Aptitude test

of selectors.
Telephonic interviews

Relatively less time

Unable to presume body

consuming, cheaper and

language of the candidate.

cheerful means of conducting

Fails to depict the seriousness,

an interview (Edwards, Scott

attentiveness and promptness

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Personal interviews

and Nambury, 2007).

towards the job.

Mistakes can be easily

Incomplete and incompetent

identified and rectified in face

process of selection as written

to face interviews.

test is also very much

Helps in judging a candidate

important.

on personal level (Ruiz, 2015). Chances of dissatisfaction can


Aids in better interaction with

be increased as candidates may

interviewee so that different

face questions which do not

dispute issues are identified.

relate to his/her profile and


qualification.

Personality test

Helps in assessing good

Time consuming process of

qualities such as behavioural

selection which can lead

skills and attentiveness

candidate switch to another

towards the job.

company (Edwards, Scott and


Nambury, 2007).

Group discussions

Helps in identifying solutions

Less efficient process due to

and recommendations of

lack of coordination among the

candidates in the company.

group members.

The best suited method for the selection of candidates at Hilton hotel is
personal interview. It helps in establishing relationship between the interviewee
and interviewer which enhances the mutual understanding and compatibility.
Major advantage is related to the availability of flexibility that is being achieved
during the selection process. It helps in increasing knowledge of both the
interviewee and interviewer by exchanging new and fresh primary information
(Bloom and Van, 2011). Face to face interaction also aids in resolving business
issues and disputes such as labour unrest by performing a depth analysis. It
ensures the selection of appropriate and deserving candidates as the
questioner is in direct interaction with the interviewee. It proves to be a
beneficial way of selection to the Hilton hotel as interviewer can focus on
different aspects such as mental abilities, problem solving skills and technical
skills.
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Task 4
4.1

Contribution

of

training

and

development

activities

to

the

effective operation for the selected service industry business Hilton


Hotel
Benefits of training and development programs: Generally there are three main
benefits of training and development programs at organizational level.
Market growth: Employee development programs are necessary for
any company to stay solvent and competent in the market. Although
conducting such programs are cost effective but results in a positive
growth of the organization. Such training and development programs are
essential as it aids in understanding how fast and effectively necessary
information is transferred in the business world (Edwards, Scott and
Nambury, 2007). It increases and expands the knowledge level of the
organization as well as the competitive capabilities which promotes
growth of the company at higher rate.
Organizational performance: Learning and development programs are
the contributing factors for company's effective performance. It generally
identifies

and

resolves

the

issues

and

problems

which

hinder

organization's growth and performance. Impact on ways, methodologies


and attribute towards work also elevates the level of effectiveness in
business. Different training programs helps in providing natural, social
and cultural exposure to various other organization present in the market.
It further aids in maintaining a physiological bond between the members
(Ruiz, 2015).
Employees retention: Retention of any employee in a particular
organization is very challenging and difficult. This can be achieved by
providing them with different learning opportunities that further helps
them in increasing skills and knowledge. Effective organization of training
programs can motivate members of an organization to maintain their
stability in a particular business for a longer period of time.
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Contribution of training and development activities to the effective operation


for the selected service industry business Hilton Hotel
Identify goals: An effective learning and development programs can
provide a better view of goals and targets to be achieved by Hilton hotel
in forthcoming years. It helps in identifying various potential barriers and
difficulties that can diminish or decrease company's present status in the
market. Hence undertaking these programs can be beneficial as it aids in
developing different strategies and methodologies to meet the hotel's
objectives in an appropriate and effective manner.
Building trust among employees: Issues related to trust and integrity
can have a negative impact on organization growth, hence developing
trust among employees of Hilton hotel is very important. Proper training
and development programs provide guidance to solve the issues related
to trust and integrity (Edwards, Scott and Nambury, 2007).
Conduct effective interviews: It can be very difficult and tedious to
conduct interviews for various job perspectives in a particular company.
Learning programs directs and helps in constructing an effective
interview pattern. It includes various types of questions to be asked,
reviewing candidate's resume, sensing the personality of the interviewee
and conducting secondary telephonic interviews before establishing face
to face interviews with the individuals
Effective communication: It is very necessary to develop effective
communication pattern between different members of Hilton hotel and
between the organization and its members. Communication skills can be
enhanced by various training programs on literature, grammar and basic
language skills. It enables effective interactive sessions among team
members which results in developing coordination.
Evaluating

employees:

Different

training

programs

aids

in

examining their employees on monthly basis. Evaluation is necessary to


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identify and fortify various weaknesses of an employee which affects the


quality and quantity of work at Hilton hotel. It furthers provides a brief
idea on the sectors where improvement is required so that risk of errors
is minimises t increases and expands the knowledge level of the
organization as well as the competitive capabilities which promotes
growth of the company at higher rate.
Protecting workforce from potential crises: As it is important for
Hilton hotel to achieve its fixed goals and objectives, it is also very
important to protect its workforce from possible crises that can occur.
This can be achieved through effective training and learning programs
which provides guidelines on restructuring various departments of the
hotel 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 social
environment in Hilton hotel so that employees progress at a faster rate.
Various learning programs helps in enduring ways to create social
environment for organization and employee's growth. It can be through
different standard parties, by organising different outing plans and
nurturing various sports events.
Create a socially responsible culture: Earning profits and growing
exponentially with time is the primary goal of Hilton hotel. But contrary to
primary goals and objectives the company should also focus on social
welfare activities. Various learning programs and meetings help in
encouraging participation in non-profit areas and foundation.
Encouraging feedback: An effective training program is the best way
to prepare employees for giving a feedback after the completion of task.
Direct interaction through the HR manager of Hilton hotel helps in enhancing
honesty and unbiased behavior between employee and organization (Edwards,
Scott and Nambury, 2007).

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CONCLUSION
From the report it can be concluded that human resources plays a crucial role
in managing the business activities of organization in a successful manner. This
entails for focussing on varied methods related to selection, recruitment etc. It
is further clear that training and development is an important part of employee
working. This is a much needed area to increase the overall productivity of
company. Further it is also essential for the company to adhere with varied acts
so as to maintain transparency in the human resource processes. This will not
only assist in creating a positive employment but further assist in boosting up
performance of organization.

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REFERENCES
Bloom, N. and Van R, J., 2011. Human resource management and
productivity. Handbook of labor economics.
Edwards, E. J. Scott, C. J. and Nambury, S. R., 2007. Evaluating Human
Resources Programs: A 6-Phase Approach for Optimizing Performance. John
Wiley & Sons.
Gberevbie, E., D., 2010. Organizational retention strategies and employee
performance of Zenith Bank. African Journal of Economic and Management
Studies.
Nestoroska, I. and Petrovska, A., 2014. Staff Training in Hospitality Sector
as Benefit for Improved Service Quality.

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