Human Resource Management in Hilton Hotel - Research Paper Example

Hilton Hotel Table of Contents Hilton Hotel 1 Table of Contents 1 Introduction 3 Brief Overview of Hilton Hotel 4 Analysis and critical evaluation of the people management approaches, policies and practices in Hilton Hotel 6 Analysis and critical evaluation of the two chosen areas 8 a. Recruitment and Retention of the workforce 8 b. Well being and Happiness at work 10 Analysis and critical evaluation of issues and practices 11 Research Method 11 Method of Data Collection 12 Research Analysis 13 Recommendations 16 Conclusion 17 Reference 18 Appendix 20 Questionnaire 20 Questionnaire 20 a. Recruitment and Retention of the workforce 20 b. Well being and Happiness at work 20 Introduction Managing humans has always been at the centre of a number of real-life management issues within an organization. The concept ‘human resource management’ has been introduced allowing enough debate to emerge in this arena. According to Storey, “the concept is shrouded in the managerial hype and its underlying philosophy and character is highly controversial because it lacks precise formulation and agreement as to its significance” (Bratton & Gold, 2001,p.1). The management of human resource has been significant for the success of any organization. Human resource management emphasizes that the employees are key factors driving sustainable growth of the organization given them the competitive advantage over its competitors. In theory, the human resource management is not pretty different from the management of other resources. However, what establishes the different is the type of resource, the people in the organization. Human beings can be seemed as the creative as well as complex resource whose behavior can be influenced by a number of different factors merging either from the internal as well as surrounding environment. Human resource management has various areas like recruitment and selection, training, employee welfare and retention. Each of these segments is important to make the human resources as a competitive advantage for an organization. Moreover, it cannot be denied that in hospitality industry the most crucial resource is the people who are responsible for the service and interact with the guests on a regular basis. So the topic is pretty significant as hotel industry is one of those industries in which human resources are thought to be most crucial for survival. This report is an effort to discuss and analyze the human resource management in Hilton hotel. This report will start off with the brief overview of the organization. In the later segments, the discussion and analysis would be carried out regarding the people management approaches, policies, practices, issues in the human resource management in Hilton hotel. The focus has been kept in two chosen areas including recruitment and retention of the workforce and well being and happiness at work. The research methodology has been discussed in the next chapters with an introduction to the data collection and analysis. In this chapter, an analysis has been done to have an insight into the emerging issues in the arena of human resource management in Hilton hotel. Effort has been put not only to discuss the techniques and tactics used in the human resource management, but also the issue and the way to resolve the same. A conclusion has been inferred from the analysis part with mention of the recommendations which are expected to enhance the human resource management further to increase the effectiveness of the critical resource in Hilton hotel. Brief Overview of Hilton Hotel Hilton Hotel has earned a huge amount of popularity in the hotel industry segment taken in an international context. The hotel company has successfully been able to internationalize its operations through extending its network to around 76 countries spread around the world. Hilton Hotel by operating through a network of six continents has been able to address the needs of its international customers through the creation of around 530 hotel outlets. The hotel and resort properties of Hilton group host a large number of mega events pertaining to the entertainment and business sectors. Further the hotels belonging to the Hilton group also earn fame owing to the large amount of innovations rendered to its products and services. Records show that Hilton group of hotels were the pioneers in the extension of the service parameter of setting television in the hotel rooms. Further other pioneering works carried out by Hilton group consisted of extending the business through the franchising principle and also opening up of hotel outlets near the airports to gain huge number of visitors. The workforce of Hilton Group works in such fashion as to promote the Hilton Brand in the global scale by working closely following the organisational culture. However Hilton Group as a company also helps its employees to move to new avenues and explore myriad career options through the creation of a positive work atmosphere. (Hilton Hotels and Resorts, 2011). The Hilton Group of Hotels cater greatly in selecting and retaining the right person to work for in the organisation. The hotel company endeavour to build a healthy organisational culture through the promotion of effective teamwork. People who work in the Hilton Group are referred to as ‘team members’ who closely interrelate with each other to fulfil the organisational culture. Hilton Group also endeavours to motivate the team members through a separate motivation program that helps in the training of the employees to fulfil then objectives of the organisation. Moreover appraisal programs are also set forth which help in the setting of performance standards. These standards are used to measure employee performance and in rendering rewards for the same. Hilton Group renders region wide emphasis while recruiting people mainly graduates to better understand the needs of the customers. The people of the organisation recruited from various regions help in designing a diversified workforce sustaining different cultures. The launching of a university has helped the company to explore the optimum potential of the existing human resources through the system of ‘learning and development’. (Boardman & Barbato, 2008, pp.22, 24-25, 28-29). Analysis and critical evaluation of the people management approaches, policies and practices in Hilton Hotel The analysis and critical evaluation of the people management approaches and other human resource policies and practices of the Hilton Group are conducted based on the interviews conducted of the two persons from the management and junior level. The management of the Hilton Group of hotels take special steps in rendering motivation to the employees within the concern through specific motivation programs like ‘Espirit’. The different operational managers looking after specific departments together with the joint collaboration of human resource specialists take initiative in enhancing the motivational parameters of the organisation. Through the ‘Espirit’ program the different department managers endeavour to understand the level of responsibility entrusted upon the people and thereby take necessary steps to inculcate programs to help them perform better. (Maxwell &Watson, n.d., p.12). In reference to the third question on understanding the functions of the management in motivating the people the two people interviewed viz. the manager and the employee also stated that Hilton Group of Hotels has motivational programs in place to address the need. This motivation program stated by them as ‘Espirit’ had features which focused on conducting training and measuring employee performance. The interviewees further stated that the employees of the concern are also aptly rewarded for better performance. The Hotel Company focuses on the management of the performance of the employees through the creation of effective ‘performance management systems’. Specific behavioural norms are prepared by the management staff of the concern through which the behaviour of the employees is evaluated. This helps in understanding relevant gaps wherein the management works to reduce such. Apart from setting proper codes of conduct to govern the employment practices of the staffs Hilton Hotels also carry out extensive appraisal systems on an annual basis to evaluate the operational paradigm of the employees. The performances of the staff are evaluated on set standards which reflect their potential in fulfilling organisational objectives. Management team of Hilton effectively communicates with the staffs and thereby renders effective suggestions to help them improve their performance standards. (Chang, Cheng & Chien, 2011, pp.214-215). The interviewee viz. the manager and the staff on being asked about the performance assessment practices of Hilton Group also stated that the organisation evaluates both their operational and behavioural performance based on set standards. The interviewee further stated that through the annual performance appraisal systems the people of the concern communicate with each other to perform in a better way. Hilton Group of hotels also emphasizes the organisation of training programs to help the employees to develop their performances in the light of new innovations introduced in the workplace. Currently Hilton Group which introduced the global reservation system collaborated with another technological firm Payback Training Systems to help render effective training to the employees. The training program developed on multimedia models help the employees to have a live feeling of the reservation process and thereby aims to develop their performance. (Knolls & Hills, 1999). The interviewee on being asked about the efficacy of the training program stated that the organisation conducts training program from time to time to develop the potential of the employees involved. The training programs encompass newer innovations and newer job or organisational processes introduced therein. The Hilton Group of Hotels carry out extensive activities to render safety at the workplace. The hotel company closely follows the directives placed by the National Fire Protection Association to help promote safety at workplace from the occurrence of fire. (Touger, 2001). The interviewee on being asked about the safety parameters taken by the concern to promote their well being stated that Hilton Group strictly follows safety standards set by international bodies to render safety to its employees. Analysis and critical evaluation of the two chosen areas The two chosen areas which demands critical analysis and evaluation in respect to Hilton Group are: Recruitment and Retention of the workforce and the Well being and Happiness at work. Thus specific open ended questions are designed to conduct interviews of a sample consisting of a manager and a general operational staff. a. Recruitment and Retention of the workforce A.1. The interviewees on being questioned about the recruitment policies of Hilton Group stated that the organisation mainly divulges in the recruitment of people from different regions. The organisation mainly focuses on the recruitment of graduates. Interviewees further stated that the organisation by recruiting regional people helped in gaining better attention of the regional consumers. (Boardman & Barbato, 2008, p.25). A.2. The interviewees in regards to the second question stated that the interview process followed by the company helps in gaining access to local and regional markets. They stated that the company recruited several Egyptian managers for its Egyptian outlet which helped the company gain enhanced customer loyalty and thus increased the sales and revenue. (Boardman & Barbato, 2008, p.25). A.3. The interviewees on being asked about the motivational aspects of the company stated that Hilton Group has introduced a special incentive program to boost the performances of its employees. They stated that the motivation program is addressed in a 360 degree manner by incorporating the views of customers visiting the outlets about the services rendered by the staffs. Such reviews are then sent to company head office which then aptly rewards the people. (Block, 2008). A.4. The interviewees stated that Hilton Group focuses on conducting special training programs to help the staffs to deliver performance in a potential manner. The interviewees stated that the company before setting up of the ‘central reservation system’ formulated a training program through the help of a technical company. This program helped the staffs to gain confidence on the process and thereby also helped in reducing the attrition rates. (Knolls & Hills, 1999). A.5. In regards to the question on performance appraisal the interviewees stated that Hilton Group conducts the appraisal system annually through the issuance of appraisal forms. The forms are filled in by the employees and are then evaluated by the upper management. The management communicates with the staffs to understand fallouts in the appraisal and effective suggestions are rendered for better performance. Interviewees stated that the appraisal systems measured several actions like training, development of staffs, promotion, generating rewards and others. (Chang, Cheng & Chien, 2011, pp.216). b. Well being and Happiness at work A.1. The interviewees stated that Hilton Group to promote a healthy work culture stressed on creation of an interactive work atmosphere. Through such the organisation helps the upper management to understand the problems of the lower levels. On the other hand the process also helps in motivating the lower level people to perform better. (Chang, Cheng & Chien, 2011, pp.216). A.2. In regards to the second question the interviewee state that Hilton Group focuses on effective teamwork. The company regards its staffs as ‘team members’ who closely operate based on organisational culture to render services to the customers. The employees through effective teamwork perform to enhance the brand image of the concern. A.3. The interviewees on being asked about the safety parameters of the company stated that Hilton Group effectively works to generate a safer work atmosphere for its employees. The interviewees stated that the hotel outlets follow adequate fire safety standards as rendered by statutory bodies to help the people work safely. (Touger, 2001). A.4. The interviewees stated that Hilton Group advocates contractual agreements to enhance the security paradigm of the employees jobs by rendering significant promises. The group promises to render several benefits to the employees in the form of augmenting the salary, providing medical insurance and enhanced measures to provide security for the job. (L.A. Union, 2011). A.5. The interviewees in regards to the question on communication parameter stated that Hilton Group effectively works to encourage the development of communication between upper and lower management levels. The company works to enhance the collective atmosphere in the concern to help in the mutual betterment of the management and the general workforce in meeting desired business objectives. (Chang, Cheng & Chien, 2011, pp.216). Analysis and critical evaluation of issues and practices Research Method Research is an extensive and rational searching for the required facts and information which are of significance in accordance with the issue under study. This research has followed an objective and methodical investigation process to answer its research question and satisfy the research objectives. This research has started off with the accumulation of various facts and figures which are significant and required in the arena of people management in Hilton hotel. The available data and information have been accumulated and analyzed to understand the present status and techniques of human resource management carried out in a leading hotel like Hilton. The research has taken both the primary as well as secondary research approaches. The research involves the people within an organization. It is very difficult to find information about the human resources in an organization as most of the organizations do not want to reveal any information about their people. However, effort has been put to collect the appropriate information related to this research. Furthermore, a primary research has been carried out to understand the responses of the internal employees. However, there are still certain limitations as the employees may not feel comfortable in revealing the internal information of the employees. Any research can take either quantitative, qualitative or both approaches. Both these approaches have certain pros and cons of their own. This research is more based on the qualitative information regarding the employees with Hilton hotel. Furthermore, a research can be either of descriptive or analytical nature. In the descriptive research, the researcher would not have much control over the variables, used. However, in this case, it was possible to identify two significant areas in the arena of human resource management and the questions are set to fetch the appropriate responses from the two respondents. In this case, sample of two respondents has been used to understand the human resource management activities in this organization. The research has taken a methodological and analytical approach towards the understanding of research topic. Method of Data Collection The data has been collected both through secondary and primary research. The secondary data has been collected from various books and journals. The primary research has been included as no one can reveal more information about themselves than the employees within the organization. The primary research has been done with the inclusion of a questionnaire. The questionnaire includes 10 open-ended questions mostly in the arena of recruitment and retention and the well being of the employees. The responses were collected through telephonic conversation. It was done considering the fact that going to Hilton hotel and interviewing its staffs may be expensive and difficult. As a result, it was preferable that the interview would be done via telephone rather than taking face to face interview. It was kept in mind that the data and information, collected, are related to the issue under study and must not be biased with any irrelevant opinions. Research Analysis Undoubtedly, Hilton hotel group is one of the leading groups in the international hotel industry. In the United Kingdom, there were four operating regions including the Midlands, Scotland, West London and the South Coast and South East. All these regions have their own set ups of HR, sales, finance and revenue departments and all of these departments are operating in a cross functional collaboration. The organizational structure is quite decentralized; however, each of these hotels work towards a strong brand framework based on behavior and values. From the discussion in the above segments it has been noticed that the hotel has been able to release the significance of the human resource management in the hotel industry and has been putting its effort to nurture the same. Hilton has always encouraged its people to work together and enjoy the work being in a team. The employees are encouraged to pull themselves together and fetch excellence in the service quality offered. Hilton has offered excellent training programs for its employees. ‘Esprit’ has been introduced to realize and encourage the significant components of human resource management including respect, recognition and reward. According to a regional training manager, ‘esprit’ has been designed to prefer employees’ delight over the customers’ delight. Realizing the contribution of the internal employees is significant as they would prefer a good working environment and training, not just a simple ‘job’. It would not be wrong to say that the hotel management thinks that quality relies more on training rather than on recruitment and selection procedures. Esprit approaches to bring in behavioral changes in the employees (Green, 2004, p.97-98). However, it has been noticed that an increasing number of organizations give birth to divergence in the opinions among the line managers and the HR managers. The hotels may fail to secure considerable engagement of the first line managers in the corporate HR rules. This is one of the significant issues which can emerge in Hilton hotels. It was quite clear from the responses of the manager and the operational staff, who has pointed out that the engagement of line managers in the recruitment and selection is quite low. Furthermore, these line managers are so involved with their work pressure that they do not even get enough time to build the relationship with the HR specialists and engage themselves in the recruitment and selection process of the staffs in their own departments. This situation has given enough opportunity to raise conflicts as there can be enough divergence among the opinions of the line managers and the HR managers. Few researches have been carried out on this regard. Researches has revealed that when the HR managers of the Hilton hotels have opined that the line managers are involved in HR activities including employee selection, motivation, enhancing employee morale, disciplinary and guidance procedures, performance appraisal etc, the line managers have revealed there is no such HR activity, they are involved in. Although, the HR managers perceive that the involvement of line managers is considerable each of the HR activities, there have been a considerable about of divergence with the perception of the line managers. Enough differences have also been seen while prioritizing the HR activities. In every case of team briefings, communications, selection, motivation line mangers have found that they are not considerably involved in the activities which are regarding their employees in their own departments. Other research papers have also revealed that a number of employees have voiced regarding the workloads as well as the level of the staff working in. Few line mangers have come up with the thought that they had been more involved in the HR activities. They feel that they are running their own departments. According the hotel HR specialists that these line managers are also required being responsible for their own developments and motivation. This has also gained support from the respondents where the manger has acknowledged the fact that the involvement of line managers in the HR activities in this organization is pretty low. Even the operating staff has said that there was no such involvement of his line manager in his selection or even in his training. Looking at these available information and the responses from the respondents it is quite clear that however, the line managers are supposed to have a greater role in the HR activities, practically they are deprived of the same. One of the main reasons seems to be that the line managers are quite pressurized with their other responsibilities. They do not even get time to get involved with the HR specialists and look into the HR activities in their own departments. Reducing the work pressure and short term workloads of the managers can improve the situation. Encouraging them to make good relations with the HR specialists can increase their involvements in the HR activities. This is also expected to increase the line managers’ understanding their roles and responsibilities in the HR and would surely boost their performances in the selection and development of their own teams (Watson, Maxwell & Farquharson, 2006) . Recommendations Hilton Group hotels operate to render effective service to large number of customers on a global scale through the opening up of several hotel units in many countries round the world. The company focuses on the integration of human resources to help in better delivery of services to the worldwide customers. Hilton Group uses separate human resource measures to help the employees perform in a better manner. However the appraisal systems practiced by the company in evaluating the performances of the employees can be further enhanced by incorporating the 360 Degree performance appraisal system. It is because through such the views of the customers can also be steadily incorporated to help the management take more effective decisions and the employees to understand their level of performance in an external eye view. Further the organisation also takes potential steps to help the people perform in a safer manner. Herein also Hilton Group in addition to providing safety from fire must work to render protection from other occupational hazards. Hilton Group is found to render security of job and other amenities like medical and health insurance through a contractual mode. However the company must focus in rendering such benefits in a continued fashion and not depending on contracts to generate enhanced employee loyalty. Further the company can enhance the skills of the workforce by focusing on quality paradigm where the company can recruit specialised people from hotel management background. Conclusion Human resources are crucial for the success of any hospitality industry. In every stage of hospitality industry, selection, training and retaining the employees are tricky tasks for the managers. Increasing labor costs, growing competition, growing customer expectations, new laws have introduced enough pressure on the HR managers. Hilton hotel is one of the leading hotel industries which have operation across the globe. The hotel has an encouraging selection and training program which is intended to offer an enjoying job role for the employees working in there. The company also motivates people through offering them appropriate recognition and rewards. However, in many hotels it has been noticed that the engagement of the line managers, who are responsible for their departments, is quite less which raises enough conflicts among the HR specialists and the managers. Reduced work pressure, increased involvement in the selection, team building are expected to increase the efficiency and productivity of the valuable people in an organization. Furthermore, employees’ contribution must be recognized and rewarded to motivate the workforce as well as to retain them to avail a sustainable competitive advantage over its competitors. Reference Block, J. (2008). Hilton Rewards Great Performance. [Online]. Available At: http://thesop.org/story/business/2008/04/11/hilton-rewards-great-performance.php. [Accessed on April 6, 2011]. Boardman, J. & C. Barbato. Review of socially responsible HR and labour relations practice in international hotel chains. [Pdf]. Available At: http://www.ilo.org/public/english/dialogue/sector/papers/tourism/wp267.pdf. [Accessed on April 6, 2011]. Bratton, J. & Gold, J. 2001. Human resource management: theory and practice. Routledge. Chang, C., Cheng, W. & C. Chien. A Case Study on the Business Performance Management of Hilton Hotels Corp. International Business Research. Vol. 4, No. 2. pp.213-218. Available At: http://www.ccsenet.org/journal/index.php/ibr/article/download/7418/7100. [Accessed on April 6, 2011]. Green, N. 2004. Human resource management: international perspectives in hospitality and tourism. Cengage Learning EMEA. Hilton Hotel and Resorts. (2011). About Hilton. [Online]. Available At: http://www.hilton.com/en/hi/brand/about.jhtml. [Accessed on April 6, 2011]. Knolls, C. & B. Hills. (1999). Hilton Hotels Corporation Utilizes New Interactive Reservations Training From Payback Training Systems Interactive Training Prepares Employees. [Online]. Available At: http://www.hospitalitynet.org/news/4001570.html. [Accessed on April 6, 2011]. L.A. Union. (2011). Hilton Glendale and Hotel Workers Sign First Union Contract. [online]. Available At: http://launionaflcio.org/fullstory/?id=728#. [Accessed on April 6, 2011]. Maxwell, G. & S. Watson. (No Date). Perspectives of Line Managers in Human Resource Management: Hilton International’s UK Hotels. [Online]. Available At: http://napier.academia.edu/SandraWatson/Papers/198259/Perspectives_on_Line_Managers_In_Human_Resource_Management_Hilton_Internationals_UK_Hotels. [Accessed on April 6, 2011]. Touger, H. (2001). Top-to-bottom hotel fire safety: Hotels worldwide use NFPA's best practices and have become safer than ever. [Online]. Available At: http://www.nfpa.org/itemDetail.asp?categoryID=632&itemID=20911&URL=Research%20&%20Reports/Fact%20sheets/Safety%20in%20other%20occupancies/Hotels%20and%20motels&cookie_test=1. [Accessed on April 6, 2011]. Watson,S., Maxwell, A.G. & Farquharson, L.2006. “Line managers’ views on adopting human resource roles: the case of Hilton (UK) hotels”. Employee Relations, Vol. 29 Iss: 1, pp.30 – 49. Appendix Questionnaire Questionnaire a. Recruitment and Retention of the workforce Q.1. What is the policy that Hilton Group follows while recruiting people in the organisation? Q.2. In what ways is the policy effective for the organisation in fulfilling the business objectives? Q.3. How does the organisation aim at motivating the people of the organisation? Q.4. What are the training programs taken by the organisation to maximize the potential of the employees? Q.5. How does the organisation work on assessing and enhancing the performance of the employees? b. Well being and Happiness at work Q.1. What does the organisation do to promote a healthy work culture? Q,2. How much does the organisation focus on development of team work? Q.3. What are the safety standards followed in the organisation to promote well being of the employees? Q.4. What are the specific measures through which Hilton Group renders job security to the employees? Q.5. How does Hilton Group focus on enhancing the communication parameters within the organisation among the upper and lower levels to render a pleasurable work atmosphere? Read More