Introduction

This project is related to the concepts of human resource management in the service Industries.
Human Resource Management is the process which includes the procedures of planning,
recruitment, selection, training, motivation and termination of an employee in the organisation in the
best possible way. This project will include the learning of concepts like employment law and how it
impacts the service industries and their business. It also includes the current state of employee
relations in the service industries. These concepts will be discussed by considering Hotel Hilton in
Stratford. The practical situations of the recruitment and selection processes will be discussed which
administers the human resource functions of the hotel or any other service organisation. The
importance of Training and development in these industries will be discussed to know how much
contribution they make in the success of the business.
Human Resource Management is an important part in every business organisation which manages
people and their satisfaction levels in the organisation. It also helps in integrating the efforts of
human resources to maximize their performance and to achieve success for the firm.

LO 1 Understand human resource management

Human Resource Management is the process of managing human resources in the organisation in a
way which maximises the performance of an employee and satisfaction to achieve the goals and
objectives of the business. There are many responsibilities of a human resource manager which
are aimed at improving the overall performance of employees and the business. This task explains
various functions of human resource management and the purpose of the same (Afonso, 2016).

P 1.1 Analyse the role and purpose of human resource management in a

selected service industry with reference to Hilton Hotel Stratford.
The main role and purpose of HRM includes Planning, staffing, motivating, training, developing and
maintaining them in the organisation for the betterment of the hotel. These points will be discussed
below for getting proper understanding on the same:
 Planning and forecasting: Planning refers to the estimating in advance the need of Human
Resources in the organisation for the fulfilment of the duties properly. HR forecasting is one of the
principle function of HRM because it helps in establishing and fulfilling the business strategies and
also helps in employing the correct no of employee which are required by the organisation. It fills up
the gaps in between the required and needed human resources (Bratton & Gold, 2012).
 Recruiting process, Contracts of employment: HRM is the function which recruits and selects the
required no. of employees for the organisation and it also tries to select the best employees for the
organisation which helps the business to be at a competitive position in the industry by providing
excellent services. Hotel Hilton recruits the candidates from the Hospitality management colleges
and universities and takes interviews and aptitude tests for testing them on the grounds which are
required to be tested by the hotel HRM department.
 Deployment and monitoring employees, Training and development: HRM functions and roles
does not stop at selection of new employees for the organisation, but it also involves monitoring of
employees, monitoring their work whether they are fulfilling their duties appropriately o not. The HR
managers are also responsible for Training and development of the employees from time to time so
that they become capable of learning new methods and meeting the challenges of the business
(Kramar & Syed, 2012).
 Budget monitoring, Relationships (employee relations, employees managers): Another
important responsibility of Human Resource Management is to maintain the healthy relationships
between the employees of Hotel Hilton and the management. They also build up and make policies
for the maximisation of benefits of the employees. They are required to main healthy and safe
environment for the employees. They try to maintain good communication between the employees
and the management which brings prosperity to the business (Torrington, et al., 2009).

Storey in 1989 given two approaches that are Hard HRM and Soft HRM which are opposite from
each other. The main focus of Hard HRM is on development and betterment of organisation while
Soft HRM focuses on the maximization of interests of employees. Hard HRM aims at maximizing the
utilization of resources while Soft HRM focuses on the feelings and emotions of the employees and
motivates them to work for the satisfaction at work. Both the styles of HRM are not sufficient
individually and the integration of both the Hard and Soft HRM is required for the better productivity
and growth of the organisation (Torrington, et al., 2009).

P 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.
HRM planning refers to the process of determining the present and future requirements of human
resources in the organisation so that the goal and objectives of the firm can be achieved
successfully. In hotel Hilton, The HR manager is required to determine the vacant positions and to fill
it immediately with the best matched talents in the industry so that the Hotel can provide best
services to the customers and gain competitive advantage in the industry (Meijerink, et al., 2016).
HR supply forecasting can be referred to the process where the HR manager estimates the
availability of Human resources in the industry and the demand of the same. Supply of HR is
forecasted through internal and external sources. Internal sources can be the employees already
working in the organisation and external sources can be campus placements, placement agencies,
newspaper advertisements (Meijerink, et al., 2016).
HR planning for Hotel Hilton Stratford
Hotel Hilton does Human Resources Planning by following the following process:
Step 1: Identify the main positions in the hotel
The first step of the HR planning of Hotel Hilton Stratford is to recognize the significant positions
which are to be filled up with capable candidates. After the identification of vacant positions, Hotel
Hilton starts its recruitment and selection process (Sanders & Yang, 2016).
Step 2: Recognize the qualities and skills required
This is the second step in the planning process where the required capabilities in the employees are
recognized. It is to be identified that what all qualities and skills are required in the candidates by the
Hotel and what they are trying to find out in the employees for providing an edge to the services of
the hotel (Ball, 2012).
Step 3: Recruit the capable employees who are suitable for the positions
The third step in the HR planning is to recruit maximum employees who are fulfilling the criteria’s for
the vacant position. The recruitment advertisement is given in the newspapers by Hotel Hilton and
the others are recruited through the Hospitality management institutes. There are two sources of
recruitment. Hotel Hilton can internally recruit the candidates by transferring the existing candidates
from some other location to Stratford or promoting existing candidates. It can externally recruit the
candidates through universities and newspaper advertisements (Gama, et al., 2012).
Step 4: Select the best suitable candidates by testing them on the basis of interviews and aptitude
tests
After the recruitment process, here comes the final selection of candidates which is made after
analysing and testing the candidates on different basis and finally the candidate is selected who has
all the skills and qualities required by the organisation for different vacant positions. The best
matching candidate will get the position.
Step 5: Evaluate and monitor the plan
This is the last phase where the plan of Human resource is been evaluated for checking the
effectiveness of the plan. It is seen that whether the objectives of the organisation are been achieved
or nota and on the basis of that, the effectiveness of the plan will be measured. The gaps will be
identified and then to fill them, different measures will be taken (Gama, et al., 2012).

Conclusion
The forecasting of supply for human Resources helps in utilizing the resources in the best possible
way and for meeting the requirements of the hotel

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LO2 Understand the effect of employee relations and
employment law on service industries businesses
Introduction
Employee relations management is the system in the organisation which provides support to the
relationship between the employees and the management. It helps in enabling healthy relationships
which fulfils the tasks and focuses on the solutions of any problems between the management and
the employees.

P2.1 Assess the current state of employment relations for the Hotel industry.
Unionization can be referred to the process which helps in organizing the employees of the company
and it also acts as a intermediary between the employees and the company’s management so that
the problems can be resolved easily and the rights and safety of labour can be protected. In the
hotel Industry, unionization governs the environment of workplace and helps in building the healthy
and effective communication between the top and lower levels of management and workers. In
 Unionization, a leader is been selected by the votes taken from different members of the union. Its
functions are collective bargaining for the workers of the hotel and negotiate for the better working
conditions of labour to protect their rights. It empowers the workers at the hotel and also set up a
complaint cell where the employees can share their problems and they can ask for the solution of
the problems (Gilbert, et al., 2015).
Employment laws are the guidelines which determine the activities of the hotel and how the policies
will be formed for Human resources in the organisation. The employee laws in UK states that the
law protects the rights of the workers and the strong relationship within the workers and the
management should be maintained. The employee law also states that there is a minimum wage
decided for the human resources working in the hotel which should be paid to the workers and this
will be governed by The National Minimum wage Act 1998, there will be fixed working hours beyond
which no worker is allowed to work and it is covered under The Working Time Regulations 1998 and
there are other laws like right to have flexible working hours, right to leaves, etc. Hotel Hilton has to
consider these laws while making the policies for employment in the hotel (Brewster, et al., 2016).

P2.2 Discuss how employment law affects the management of human

resources for the Hilton Hotel as selected service industry business.
Employment laws have its impact on the management of human resources for Hotel Hilton as it
helps the hotel to achieve its aims and objectives in the disciplined manner and these laws also
makes a basis for making decisions in the hotel. In the hotel Hilton, the laws helps in taking up the
activities of routine life and in determining the terms and conditions of the employment. It also
increases the liabilities of the hotel towards the employees. Some laws which are considered by
Hotel Hilton in determining the terms and conditions are:

 Health and Safety at work act 1974: This act requires the hoteliers to take care of the substances
which might cause injuries to the staff and protective instruments and clothing should be provided to
the staff for maintaining safety and precautions from the hazardous situations. Signals of safety
should be placed so that the employees can be informed about the same (Brewster, et al., 2013).
 Licensing Act 1964: The hotel provides alcoholic beverages which needs it to hold on a license to
sell the same. It provides rights to the hotels to serve alcohol to their guests and there should be a
separate bar for serving the same.
 Data protection Act 1998: This act states that the hotels are not allowed to disclose any
information about the guests residing or have been a customer of the hotel. The data should be
secured and should be destroyed after a specific period of time.
 Equality Act 2010: This act states that the hotel cannot discriminate between the service providers
on the grounds of disability, gender, race, religion, sex or age.
 Employer’s liability Insurance Act 1969: This act states that Hotel Hilton is required to provide
insurance to cover the liability of the employees for any harm by the employee at the workplace
(Brewster, et al., 2013).

There are some other laws as well which helps in determining the rights of the employees and also
guides the employer as well as employee to work in the hotel. These laws includes Right to Equal
pay, Right to Safe Working Environment, the Workplace Regulations Act 1992, The Working Time
Regulation, 1998, etc.