HUMAN RESOURCE

MANAGEMENT IN THE
SERVICE SECTOR
The Employer / Employee
GROUP MEMBERS
Names Student ID
INTRODUCTION
Hilton Hotel & Resorts

A Global brand of full service hotel

Founded by Conrad Hilton in 1919

Targeted at both business and leisure travelers

Headquarters in McLean, Virginia

President & CEO Christopher J. Nassetta

Provides so many digitalized facilities to its guests

WHAT IS EMPLOYEE AND
EMPLOYER RELATIONSHIP

• Relationship between worker and employer

• Organization’s effort to create good relationship with its employees (Bloemer,
and Odekerken-Schröder, 2006)
CURRENT STATE OF
EMPLOYMENT RELATION
1. Trade unions

2. Culture

3. Negotiation

4. Reconciliation and consultation

5. Employee empowerment

6. Grievance and disciplinary procedures (Stringer, 2006)

HOW EMPLOYMENT LAW AFFECTS THE
MANAGEMENT OF HUMAN RESOURCES
FOR THE HILTON HOTEL
Effect of employment law on the hotel industry of human resource management:

• Employee Rights
• Employee Legislations
EQUALITY ACT 2010
•Protection against direct and indirect discrimination

•Clearer protection for breast-feeding mothers

•Allowing voluntary positive action

•taking positive action to help disabled people

•monitoring diversity among applicants

•Equal pay for equal job (Lockwood, Henderson, and Thornicroft,2012)

HOW SHARED PARENTAL LEAVE
REGULATIONS 2014 AFFECTS
MATERNITY LEAVE
Parents can share up to 50 weeks of leave

SPL is not in addition to maternity leaves

52 weeks can be taken as maternity leaves or shared parental leave

Mother must inform the authority that the want to put an end to their leave

2 weeks compulsory maternity leave (Mitchell, 2015)

Can be continuous or discontinuous

Can be taken at the same time or consecutively

JOB DESCRIPTION FOR “GUEST
SERVICE AGENT” AT HILTON HOTEL
•Gaining impressive review by responding guest queries effectively
•Ensuring excellent reception service for the guests
•Providing high level of service to the customers
•Attending to the appropriate training program
•Providing enough security
•Following company standards
•Assisting other employees if necessary (Bikoff, Morgan, and Robertson, 2009)
•Self confidence
•Being able to work in a required working hour
•Being patient
QUALIFICATIONS REQUIRED FOR THE
SELECTED POSITION

High school diploma or GED

Patience

good listening skill

Two years of experience

Exceptional interpersonal skills

Good time management and organizational skill

Excellent communication skill

COMPARISON OF THE SELECTION
PROCESS OF DIFFERENT SERVICE
INDUSTRY BUSINESSES
Hotel Industry: Airlines Industry:

1. Preliminary interview 1. Preliminary interview

2. Receiving application
2. Receiving application
3. Screening
3. Screening
4. Practical test
4. Test
5. Interview
5. Interview
6. Police verification
6. Reference checking 7. Obtaining visa & passport
7. Medical examining 8. Immigration formalities
8. Final selection 9. Final selection
CONCLUSION
Employee-employer relationship is a major concept that ensures a better work
environment

Best method can be chosen by the company is to increase decision making

Human resource department plays the major role in establishing good employee
relationship in the organization
 REFERENCE
•Bloemer, J. and Odekerken-Schröder, G., 2006. The role of employee relationship proneness in creating employee loyalty.
International Journal of Bank Marketing, 24(4), pp.252-264.

•Stringer, L., 2006. The link between the quality of the supervisor–employee relationship and the level of the employee's
job satisfaction. Public Organization Review, 6(2), pp.125-142.

•Lockwood, G., Henderson, C. and Thornicroft, G., 2012. The Equality Act 2010 and mental health. The British Journal of
Psychiatry, 200(3), pp.182-183.

•Mitchell, G., 2015. Encouraging fathers to care: The Children and Families Act 2014 and shared parental leave. Industrial
law journal, 44(1), pp.123-133.

•Bikoff, E.K., Morgan, M.A. and Robertson, E.J., 2009. An expanding job description for Blimp-1/PRDM1. Current
opinion in genetics & development, 19(4), pp.379-385.