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 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

2|Page

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, Hiltons 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.

3|Page

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 theres 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)

4|Page

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

5|Page

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)

6|Page

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

7|Page

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.

8|Page

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 Hiltons 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 Hiltons training and development programs 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 Belbins 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

10 | P a g e

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,
Hiltons 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.

11 | P a g e

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)

12 | P a g e

References
Scullion, H, Sparrow P R, (2011), Ferndale E, Global talent management: new challenges
for the corporate HR function in the global recession. Zarzadzanie Zasobami
Ludzkimi [Human Recourse Management],
Senior C,Martin R, Thomas, G., Topakas A, West M A,Yeats R, (2011), Developmental
stability and leadership effectiveness. The Leadership Quarterly
Van Knippenberg D, Dawson J.F West M.A, (2011), Homans A, Diversity faultiness, shared
objectives, and top management team performance, Human Relations,
Fleetwood S, Hesketh A J, (2008), Theorising Under-theorization in Research on the HRM
Performance Link, Personnel Review
Gilboa S,Shirom, A,Fried, Y, Cooper, C.L, (2008), A metaanalysis of work demand
stressors and job performance: Examining main andmoderating effects, Personnel
Psychology
Shirom A, Gilboa S., Fried Y Cooper, C.L, (2008), Gender, age and tenure as moderators of
work-related stressors' relationships with job performance: A meta-analysis, Human
Relations,
West M.A, (2012) Effective teamwork: practical lessons from organizational research. 3rd
Edition, Chichester: The British Psychological Society/Blackwell,
Brewster C, Sparrow P R, Vernon C, Houldsworth L, (2011), International human resource
management, 3rd Edition, London: Chartered Institute of Personnel and Development,
Fleetwood S, Hesketh A, (2009), Understanding the Performance of Human Resources,
Cambridge: Cambridge University Press,
Robinson M, Sparrow P R, Clegg C, (2007) Birdi K,Forecasting future competency
requirements: a three phase methodology, Personnel Review
Dewe P, Cooper C L, (2007), Coping Research and Measurement in the Context of Work
Related Stress. International Review of Industrial and Organizational Psychology

13 | P a g e

Fleetwood S, Hesketh A J, (2006), Theorizing Under-Theorisation: Research on the Human

Resources Performance Link, Journal of Critical Realism
Hesketh A J, Fleetwood S, (2006), HRM-Performance Research: Under-theorised and
Lacking Explanatory Power, International Journal of Human Resources Management,
Hesketh A J, Fleetwood S, (2006), Beyond Measuring the HRM-Organizational
Performance Link: Applying Critical Realist Meta-theory, Organization,

14 | P a g e