Introduction Hilton was founded by Conrad Hilton in year 1919 and Hilton hotels and resorts can be identified as a global leader of the hospitality industry. So over than 94 years of the experience within the industry, Hilton has continued to be the best service provider through their
innovative
approaches
with
the
products and services as well as the amenities. Basically their innovative concept of the restaurants has led to establish full service hotel brand consisting with more than 4000 hotels & more than 480000 rooms over the 90 countries among the 6 continents in the world. Therefore the Hilton is capable of providing a full service with smart and functionally designed guest rooms for their customers
which
is
consisting
with
contemporary and authentic experience too. According to the “Forbes Magazine”, the Hilton can be identified as the most successful series of hotel as well as the 38th of money generating company in globe.So The Hilton owns, a largehotel portfolio consisting highly regarded hospitality brands worldwide, including Hilton®, Conrad® Hotels & Resorts, Doubletree®, Embassy Suites Hotels®, Hampton Inn®, Hampton Inn & Suites®, Hilton Garden Inn®, Hilton Grand Vacations, Homewood Suites by Hilton® and The Waldorf Astoria Collection And also the hotel ensures their uniqueness of the service through their special service called as “Request upon Arrival service” which totally depends on the customer specifications which has done in the moment moment of the check in. Not only that but also the team members are very friendly and offering the individualized service for the guests while satisfying their all needs through the range of services provided through the on-site fitness centers as well as the spas etc. according the company values, the 1|Page
hospitality or the delivering an exceptional guest experience can be identified as the core value and the core purpose of the entire business and today, it has become a global citizen while earning both LEED & the certifications of Green Seal environmental as being the wining pioneer of those certifications in the worldwide hospitality industry.
L.O 1 A. Briefly define the concept HRM and examine the role of human resource function in the service sector organization. Discuss how it is contributing to the success of your chosen organization According to Edwin Flippo (2001) HRM can be defined as the process of planning, organizing, directing as well as controlling, compensating, integrating, motivating and separating the organizational human resource in order to accomplish the goals and the objectives successfully. So here the main role of the HRM is to recruit the right people for right jobs at the right time. Therefore it basically consists with several key functions such as HR Planning, Analyzing, Recruitment, selection, induction, Training and development, Performance appraisal, Compensation management, health and safety management, grievances handling and Industrial Relations etc. (Hesketh, Fleetwood, 2006) When it comes to consider about the HRM at Hilton hotel and resorts, there is a huge workforce consisting with more than 665 managerial level people and more than 130,000 operational level people within the organization. According to their core values, the team works (“we are the team players in everything we do”) are the most important factor of
managing the employees efficiently and effectively. So their main purpose of the HRM is to recruit and retain the finest team players in the industry and in order to that they use the Soft and SuccessFactors of people as well. There they consider that the people are the key resource of providing the outstanding experience of the hospitality industry.
Job Analysis Here the Hilton is considering about the main skills of administration, Understanding the international culture, Team building, problem solving, Decision making, communication
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skills, Computer skills, Time management skills, trustworthiness, respectful, cultural awareness, flexibility, sound work ethics etc. (Hesketh, Fleetwood, 2006) Recruitment & selection at Hilton When it comes to consider about the recruitment and selection of the Hilton hotels and resorts, there the company is mainly using several kinds of selection methods such as physical exam, testing as well as job application and interview etc. and also it can be identified that there the majority of the applicants are online applicants and it is about 51% as well. Then the company is using several methods of recruiting the employees such as electronic applicant tracking, internet recruiting etc. (Fleetwood, Hesketh, 2008) Training & Development at Hilton Here the Hilton is basically using some techniques and the programs of T&D of their employees such as On the job training, instruction training, apprenticeship Training, internship programs, Hilton‟s fast track development program, Hilton University and
graduate management development programs, HR talent @ Hilton, web based solutions, top gear development programs etc(Hesketh, Fleetwood, 2006) Reward Management system at Hilton
Here the company is basically considering about the salary, recognition, added benefits, learning and development and the work life balance of the employees as an integrated system of the organizational “Total Rewards Concept ”.
Performance appraisal system at Hilton Here it could be able to recognize that the Hilton is basically using two methods of performance appraisals for their employee promotions and the salary increments such as behaviorally anchored rating system and the graphic rating scale.
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B. Outline a brief human resource plan for your chosen organization by analyzing the supply and demand for service sector personnel in your business environment. You should be able to determine your future requirements and say how you plan to meet the needs.
Human resource plan, also called as workforce plan which is aimed to predict the future employees demand and the supply of the organization and thereby to recognize the employee excess or shortages timely. When it comes to consider about the HR planning of the Hilton hotel, there the company is filling their vacancies while forecasting the personal needs and supplying the employees internally as well as externally. (Fleetwood, Hesketh, 2008) Forecasting the employee need/ demand at Hilton (Labor Demand)
Hilton determines their future labour requirements through forecasting the labour demand in a holistic perspective by several kinds of officers of the company such a Human Resource Officer, Finance Department officers with 8 staff members,
Marketing Manager
,communication specialist, marketing executives, Food & beverages department officers, Kitchen officers like – Chief Chef, Laundry officers, Housekeeping staff, Front desk officers , Development officers, maintenance staff with Chief security officer and Chief maintenance officer etc. Fulfilling the shortages and excess of the employees at Hilton (Labor Supply)
Here the Hilton has used internal labor supply as well as the external labor supply through the advertisements on the intranet, company website and TV, radio and newspapers etc. to fulfill their need of employees and if there‟s any excess of the employees then the Hilton has used the resignation method for their employees while adding attractive benefits for the resigned employees at that time period. (Fleetwood, Hesketh, 2008) Example; Position / vacancy
Demand
Supply
(Shortage) / Excess
Laundry Supervisors
55
45
(10)
Guest Coordinators
26
35
09
Junior Chefs
15
08
(07)
Room Attendants
32
25
(07)
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Bell Boys
11
16
05
Security Officers
08
06
(02)
Maintenance Managers
03
01
(02)
Duty Managers
05
08
03
Total
155
144
(11)
As in the above, the company is forecasting their future labour demand and the supply as a holistic image and then use appropriate strategies as described earlier in order to overcome from the shortage or excess proactive manner. (Fleetwood, Hesketh, 2008)
LO 2:
A. Examine the history of employment relations in the UK briefly and analyze the current state of employment relations in your chosen travel and tourism or hospitality organization
As the Britain was the first industrialized country, there was a long history of unionism in the country. Since 1979 it has led to reform the British system radically through the interventionist legislation which was characterized by the re-regulation of the labour market while attempting to foster the „enterprise culture‟ in the society. So these were initiated by the Conservative Government in UK in years of 1979 - 1997. However through the Voluntarism, it caused to emerge the Trade Disputes Act in 1906. Before the world war ll, the unionized majority was in the public sector and after 1960; there were no of white collar labours in the private sector as well. This can be further categorized as follows; (Hesketh, Fleetwood, 2006) 1) 1948-1968 : Membership has grown from 9.3 mn - 10.2 mn 2) 1970s: Membership has grown rapidly with the unionised white collars. Total membership was about 12.6 mn
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3) 1979 - 2008 : membership fell to 7.6 mn When it comes to consider about the employee relations at Hilton hotel & resorts, there it can be recognized that there is a favorable condition of labour relations within the company. There the labors are allowed to participate to their union meetings and the discussions. So the Hilton Union members are currently enjoying so many benefits under their slogan of “ A victory for one is a victory for all”
B. Discuss how employment laws in the country affect the human resources management function in your chosen organization.
there can be identified several kinds of acts available which are affecting to the HRM function at Hilton hotels & resorts such as Sex Discrimination Act of 1995, Employment Act in 2008, Fair Labor Standards Act (FLSA), Federal Family& Medical Leave Act (FMLA)etc. Sex Discrimination Act of 1995 This is affecting to the HRM at Hilton in terms of the matters which are relating to the employee sex discriminations in order to promote the equal opportunities among them. (legislation.gov.uk) Employment Act in 2008 This act has influenced to HRM at Hilton in terms of Dispute resolution, National minimum wage, Voluntary workers, Enforcement powers etc. (legislation.gov.uk)
Fair Labor Standards Act (FLSA) This mainly determines the federal minimum wage with the payments in terms of its accuracy and timely. So the Hilton should have to keep more salaries and wages which are in above this level as well. Federal Family& Medical Leave Act (FMLA)
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This act provides the labors to take unpaid leave of 12 weeks for a 12-month period under various circumstances like serious health conditions etc. and also permanent employees are eligible to take 26 weeks of unpaid leave and HRM at Hilton should have to consider these matters when dealing with the eligible reasons for employee leave. (Fleetwood, Hesketh, 2008)
LO 3: A. Analyze the recruitment and selection policies and procedures in your organization and discuss how job description and person specification can be matched for a specific job in the chosen organization
When it comes to analyze the recruitment and selection policies and procedures at Hilton hotels and resorts, it involves 7 steps as follows; I.
Determining the vacancy
This has been created through the new job or promotion or retirement of an existing employee II.
Job analysis
This is useful to design the job descriptions and the job specifications of the employees. Job descriptions are specifying the job entails and the job specifications are specifying the characteristics needed to perform that job. (Hesketh, Fleetwood, 2006) Job Description at Hilton Example; Job title
Chief Maintenance manger
Job type
Permanent
Job location
Head quarters
Gender
Male
Age
25-35 years
Salary
$ 45000
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Job Specification at Hilton So here, for an example, when recruiting a person as maintenance manger of the company, it is considering some main skills of administration, understanding the international culture, Team building, problem solving, Decision making, communication skills, Computer skills, Time management skills, trustworthiness, respectful, cultural awareness, flexibility, sound work ethics etc. (Fleetwood, Hesketh, 2008) III.
Advertising the vacancy
Here the company puts the relevant advertisements on the intranet, company website and TV, radio and newspapers, magazines, external agencies, career services, industry contacts and professional contacts etc in order to supply the labour internally or externally. IV.
Reviewing the applications
Here the company is reviewing the applications in terms of its accuracy, relevancy and reliability etc V.
Interviewing and testing
Here the company is using physical exams, written tests, psychological tests, numerical tests as well as interview proceedings with assessment centers etc. VI.
Obtaining the references
Here the company is using the both professional referencing as well as the academic referencing in order to get the information about the selected person. VII.
Offering the job and Induction
There the company is sending a letter to the applicant while confirming their selections and then offer the job through an appointment letter. And also there are three months induction period within the organization as well.
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B. Compare and evaluate the different selection process in your chosen organization with tourism or hospitality organization.
Job analysis
Hamilton Hotel
Hilton Hotels & Resorts
Not entirely based on the job
Totally depends on the job description
description and the job specifications
and the job specifications
and they are some subjective evaluation criteria as well Advertising
Basically use the internal sources of
Use both internal and external
advertising like intranets
advertising sources like company website and TV, newspapers, magazines, external agencies, career services, industry contacts and professional contacts etc
Selection
Based on the final decision of the
Based on the final decision of the
interview board
interview board as well as the approval of the assessment centers and others
Recruitment
Induction
Basically use the internal recruitment
Use both internal and external
sources
recruitment techniques and sources
Basically has a probationary period of
There is an induction period of three
three months
months internally
LO 4: A. Analyze how training and development contributes to the effective performance and organizational success in your organization in general. The main purpose of the Hilton‟s training and development programs as described earlier is
to attract, retain and develop their talents while delivering proactive HR service in cost effective manner and business driven manner in order to contribute to the overall profitability 9|Page
of the company ultimately. So through this main purpose of the employee training, it can be seen that the T&D is basically aimed to accomplish the organizational goals and objectives successfully. Here the Hilton believes that the talent employees are capable of enhancing their overall service quality and thereby the overall productivity of the organization. Within the Hilton‟s training and development program s like web based solutions, the organization
enables to see where the people are in now on their talent curve and if they ready to step up into the cluster or regional position. (Fleetwood, Hesketh, 2008) So here the Hilton aimed to enhance the overall productivity of the employees while updating their existing knowledge, competencies as well as the skills in order to be match with the modern contemporary business world and thereby enhance their overall strategic competitive advantages of having such pool of talents within the organization in order to accomplish the overall goals and objectives like enhancing the profitability, market share, reputation, customer satisfaction, total quality of the products and services, to be the market leader etc ultimately. (Hesketh, Fleetwood, 2006)According to their core values of Hilton, the team works (“we are the team players in everything we do”) are the most important factor of managing the employees
efficiently and effectively. Therefore according to the Belbin‟s team roles model, the team harmony at Hilton can be build up through the implementation of 9 team roles as mentioned in below;
Shaper
Action Oriented Roles
Implementer
Completer Finisher
Coordinator
People Oriented Roles
Team Worker
Resource Investigator
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Challenge the team members at Hilton team works. Convert the ideas into action at Hilton team works. Ensures
deep
and
timely
completion at Hilton team works. Like a chairperson at Hilton team works. Encouraging the cooperation at Hilton team works. Exploring the outside opportunities for Hilton.
Plant
Thought Oriented Roles
Monitor-Evaluator
Specialist
Presenting the new ideas with new approaches at Hilton team works. Analyzing the alternatives at Hilton team works. Providing the specialized skills at Hilton team works.
Therefore the Hilton is capable of utilizing these main team roles in order to enhance the performance of the team members while developing their harmony in order to enhance the overall performance of the organization as their one of core value is the team working. (“ We are the team players in everything we do”) (Fleetwood, Hesketh, 2008)
B. Critically analyze the current training and development policies and procedures of your chosen organization. Hilton is basically using some techniques and the programs of T&D of their employees such as On the job training, instruction training, apprenticeship Training, internship programs, Hilton‟s fast track development program, Hilton University and graduate management
development programs, HR talent @ Hilton, web based solutions, Top Gear Development programs etc. while aiming to attract, retain and develop their talents to deliver proactive HR service in order to contribute to the overall profitability of the organization ultimately.
Advantages of T&D at Hilton
The company is capable of attracting, retaining and developing their talents in order to get their maximum contribution to the organization
The company can enhance their employee productivity and thereby the overall organizational productivity
Hilton can enhance their profitability with the sustainable competitive advantage of having pool of talents with them
The employees are capable of identifying their future career development path in order to improve their existing knowledge, skills and the attitudes.
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The employees enable to get the update knowledge and competencies within the contemporary business world while enhancing their personal value as well
The company can adapt with the changes in the world while successfully overcoming from the resistance to change.
Disadvantages of T&D at Hilton However there are some advantages to the company through their existing T&D programs and techniques, there are some disadvantages too. So the main effect is the cost of training is becoming very high and it lead to enhance the overall administration cost of the company. Ultimately it leads to reduce the profitability as well. And also there are some issues related with the time consuming of the top level managers as well as the middle level managers to identify the employee training needs. Not only that but also it will lead to make some disturbances to the overall productivity of the organization when it is using the on- the- job training method.
Likewise T&D is having some adverse effects to the Hilton and the
organization should have to mange those barriers successfully. (Fleetwood, Hesketh, 2008)
Conclusion
Ultimately it can be concluded that the current situation of the HRM function in Hilton hotels and resorts are in favorable condition and while engaging with the key HR activities in a holistic manner. There it could be able to see that the overall organization is trying to accomplish their ultimate goals and objectives through the development of their talents and enhancing the overall productivity of them. And also there the company should have to concern about the legal framework which affects to the HRM in taking their main decisions related to the permanent and temporary employees. And also Hilton is using a systematic approach of recruiting and selecting their employees to fill the labour demand. Finally there can be identified both good and adverse effects of the T&D within the organization to accomplish the ultimate goals and objectives successfully. (Fleetwood, Hesketh, 2008)
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