Today we live in a world of rapid and unpredictable change where in Hospitality Industry Human Resource management and people management departments are struggling with the issues and problems. Hilton Cobham International is the establishment I have chosen for the assessment. The Hilton Cobham International hotel is situated at South East England and one of the biggest hotels which are set in 27 acres countryside area. Hotel is thirty minutes away from Heathrow airport and 25miles away from central London. It is a four star organisation in which several departments are working in hand in hand.
Hilton Cobham International is a part of the International Hilton group of Hotels which has founded by Conrad Hilton and nowadays owned by the Hilton Worldwide. Hilton chain of hotels has seventy seven hotels more than the UK and Ireland three hundred eighty worldwide. This is the one of the best leading company which manages, owns and franchises over 2,000 hotels across the country. Cobham Hilton has one hundred fifty seven rooms which are categorised in double guestrooms, king Hilton deluxe, king Hilton deluxe plus and twin Hilton deluxe, twin guestrooms are stylish with the all comforts and friendly services.
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As this establishment is the big organisation, there are operating and functional department in the organisation. The operating department are the human resource department, finance department, sales and marketing department and functional department are the kitchen department, front office department, housekeeping department and the food and beverage service department. These entire departments have to coordinate and communicate within the departments and this will lead to the smooth operation of the business.
In this report we will discuss the importance of the human resource department, the HR policies and their functions like recruiting, training, motivation theories, team management, leadership, performance appraisals, and benefits for the employee.
Objectives of Human Resource Management
Human resource management department's main objectives are to make sure the accessibility of experienced and willing workforce to an organisation. Apart from this, there are other aims or objectives too. And they are categories in four which are Societal, organisational, functional and personal.
Social Objectives: In social objectives are socially and ethically responsible the challenges are needs of society while trying to minimize the impact of such demand upon the establishment. Unsuccessful of establishment to use their own or other sources for the society's benefit in ethical way might guide to limitations. For example, Social may pass that limit human resource decisions to laws that enforce condition in recruiting and laws that address discrimination, safety or other areas of social concern. Legal compliance, benefits and union- management relations are may support functions in societal objectives.
Organisational Objectives: The organisational objectives identify the task of human resource administration in the bringing about organisational efficiency. This department's task is not only doing this job but also to assist the establishment with its key objectives. In simple words the human resource department exists to serve the rest of the establishment. The following functions employee relations, selection, appraisal, human resource planning, training and development, assessment may fall under supporting functions in the organisational objectives.
Functional Objectives: Functional objectives are making an effort to maintain the department's input at a point or level with the appropriate to the company requirements. And the level of package or the service provided by the company is must be personalized to fit the company it offers or serves. Examples of supporting functions are placement and appraisal.
Personal Objectives: personal objectives help and support staff for achieving their aims, goals. As these aims of an each an individual increase and develop the individual's input in terms of contribution to the establishment. These all personal objectives of staff are essential to maintain, retained and motivated.
Importance of Human Resource Management
Human resource management plays an important role in any of the establishment. The operations in the departments start with the recruiting of the staff in the organisation. The human resource department has to be very keen about recruiting their staff. The recruiting manager should follow the correct procedures of recruitment which starts with the correct advertising application with the clear specifications the establishment is looking in employees, choosing appropriate applications forms for an interview, trial, job induction and training stages, company health and safety procedures for new staffs, employee performance appraisals, dealing with performance issue, and this activities also includes staff benefits and compensation, staff data records and personnel policies.
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The HRM profession has been through incredible change from last two decades. Many companies before looked to the "Personnel Department," only for managing the official procedure like paper work related to the hiring and pay roll jobs. With the changing roles of the department organisations believe the "human resource department "as operating vital role in hiring staff, training and development to managing people in the organisation, building worker to co worker and inter departmental healthy relationships and helping employee with their problems and boost them so that staff and the establishment are give the best of their ability. The Human Resource Department (HRM) operations include different key roles in the organisations for running the easy and smooth operations. They are the backbone of the existing business.
Organisations like Hilton Cobham International, who are looking for good managerial skills to deliver good knowledge to employees, the HRM problems and issues comes under centralised head office , which is located at Croydon. The changing of HR officers and turnover of the employees is the major issue in this hotel. In this recession time the problem created in the establishment were like strict to cost control was done on company paid programmes for the trainees, pay roll problems, staff engagement, co department relations are one of the major issue in front of Human Resource Management.
Activities of Human Resource Management in Hospitality Industry
Human resource management plays a vital role inter personnel and departmental liaison. It is people who are employees make the difference between an ordinary and an extraordinary organisation. The most vital and critical asset is the workforce. It is the team of workers who works together to achieve a common goal. The human resource department make the Organisation's culture and values and getting all the staff of the organisation involved and share their talent with appreciation to success. The main key of the department to hire right people for the position, try to give all the essential job induction with the what they are looking to get done as a responsibility or tasks from a team from staff while he or she on the job with an accurate job description and job specification, trainings and developments, Health and Safety and fire Training ,they help staff for their pay roll queries, compensation and benefits, they also evaluate tasks through inspection, job chat, staff on line training programme and mix match of any these different evaluation methods.
A brief description of Activities of the HRM department is given below:
Planning: Human resource planning is an important activity where research is the key part of this because planning must requires the set of analysis of information in order to estimate human resource supplies and predict future organisation and department requirements and needs. The department plan has identify the establishment needs to recruit additional staff and estimate are there enough finances have been budgeted to cover the cost of recruitment and selection procedure. In this activity of human resource planning the category and quantity of staff's are necessary to complete organisational goals are determined. The main and basic HRM planning strategy is staffing and employee development.
Job Analysis: Job analysis has been described by Cowling and Mailer as, 'the systematic study and analysis of the tasks that together make up a job of work'. Job analysis is one of the main activity and useful for identify training needs is a job analysis, which describes what exactly tasks are in the list for practical job. Which may includes skills whether they are social, manual, intellectual or knowledge is what the staff needs to know to do the tasks, or attitudes while perform the job what attitudes the employee must bring out on job as a responsibility and experiences essential to carry out tasks. It is an essential to mention clear principles and aims of job analysis at the beginning of the steps of hiring the right staff for the right position.
Staffing: In staffing they have to categories the organisations requirements like temporary staffing which is on hourly and basis at the competitive wages rates, Temp- to- hire which is minimize the organisation risk by reviewing the performance of a candidate who applied for the position before making a full -time employment decision. And full -time placement.
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In this activity of recruitment and selection the most qualified or meeting all the requirements for the position candidates are selected for hiring from among all those attracted resumes to the establishment by this recruiting activity. The actual selection of people for the fill or the replace positions in the organisation. After selection, human resource department are involved department or line managers to decide which applicants to select and which to reject for the given position.
Job Orientation: This is a very important function which is the first step to helping a new staff adjust himself or herself to the new job and the employer, with the new environment or culture of the establishment. It is a method to explain and make awareness like new employees with particular aspects of their new job, including health and safety rules and regulations, induction time table, pay method or procedures and benefits skims, working hours, organisation rules and expectations from the staff.
Training and development: This activity is offers wide range of knowledge and skills which are helpful for her or him while doing actual job. In addition to providing training for new or inexperienced staff, establishment often give training programs for experienced staff whose jobs are undergoing change or cross training where staff could actually gave certain time table to see the operations run in the different department. In the large organisation staff gets a opportunity where this programmes which prepare staff for higher level responsibilities within the organisation. Training and development programmes provide useful means of assuring that employees are capable of performing their job tasks at satisfactory levels.
Performance Appraisal: In this activity employee performance to ensure that it is at satisfactory levels. What she or he is performing at the present, at the time of performing on the job while all the notes or feedback is on the basis of observation by co-workers, supervisors, line-managers, duty managers. The possible Areas, in which he or she can improve like time keeping, obey health and safety rules on the job, and technical training, on line learning, etc. is it possible for them to do own their own or do they need any help from the organisation to develop the certain progress in certain area or what they can do it to solve any type of employee query. The department is responsible for developing and administrating performance appraisal system, although the actual appraisal of staff performance is the responsibility of supervisors and line managers. Also providing a basis for pay, promotion, and disciplinary action, performance appraisal information is must for employee development since knowledge of results or feedback is necessary to motivate and guide performance improvements.
Career Planning: Career planning activity is the key process in career management. It includes assessing an individual employee's potential qualities and knowledge, skills for growth and improvement in the organisation. Career planning procedures are always based on what the establishment needs and requirements. Human resource Career planning counselling helps employee to grow with the organisation.
Labour or Industrial Relations: The term "labour relations" refers to communication with employees or workers who are represented by trade union. Human resource department have to build healthy relationships in worker- co worker, inter department. A labour relations organization sets the official or unofficial rules for the nature of collective industrial relations as well as the support for individual employment relationships between staff and his or her employer. These unions are establishment of staffs who join together to achieve more voice in decisions affecting pay roll problems, wages, benefits and compensation, working terms and conditions, and other aspects of employment. With regards to labour relations, the personnel responsibility primarily involves negotiating with the unions regarding wages, service conditions.
Record keeping: This is the oldest and most basic personnel activity is staff record keeping. In this function retrieving staff related information for a variety of aim. Records which must be maintained includes applications forms, medical and health records, employment history (jobs held, promotions, transfers) earnings and hours of work, absences, and other staff data. The department is responsible for complete up- to- date employee records which are essential for their personnel records. More than ever workers are most interested in their own personnel records. They want to know what is in there, what statements has been made, what is achievement has been done from past in the appraisals, and why these records may or may not have been updated. This Personnel records provide the following information basically the means to compare with certain statutory requirements, this can be a guide to the action to be taken regarding an employee, particularly by comparing him or her with the other employees. Are this staff records up to the date with the changing management styles.
People management and Skills of Human Resource
People are at the heart of any establishment's competitiveness and future growth .An establishment's workforce may one of its most important assets, thus managing people for human resource department is very essential for establishment today. A manager's priority and most difficult task, is to manage people, he or she needs to inspire, appreciate, and boost them for their tasks. But not always managers get smart, enthusiastic, and ideal staff, sometimes he or she has to select people from the interview hires them, fire, discipline or appraise staff. It is hard to find the organisation's principles which are not match its day to day reality. Although managers has to do his or hers responsibility like forecasting, planning events and people issues, rota making, organising, launching new trends or menus, introducing new wines or promotions, staff appraisal, meeting reviews, attend briefings, health and safety audits, liaison with other departments, and budgeting. The ability to make solution of the staff problems is the measure of a manager. He or she needs not only find an appropriate solution but to find the one answer which will be successful because it takes into account the human being involved. In today's competitive world where managers have to do multitasking roles to forecasting, motivate, and leading team in right way with the help of environmental scanning tools which could be useful for business to find opportunities and strengths and can work out on weakness and future threats .
Leadership and Motivation is a key of management. As people are so important to business, hiring, motivation, training and development and appraisal of employees be of significant concern to any business. Motivation comes with the strength of commitment with individual have towards what he or she is doing. It is what causes people to perform or do something in a particular way or reason.
Perfect motivator should have right approach towards needs and requirements to achieve into the target period. The personal skills of manager of personality ability to listen react in clear and good communication skills. He or she should have knowledge and understanding human .Face the threats and risks and how can tackle problems and issues, and make healthy environment.
Change management is an organized move towards to dealing with change, both ways from the point of view of an establishment and on the individual level. The activities may involved in defining and instilling new norms, principles, and behaviours within an establishment that help new ways of doing tasks and overcome resistance to change, building consequences among guests and stakeholders on specific changes designed to better meet their needs.
Managing organisational Change will be successful if we apply theses all basic but key principles .Achieving personal change will be easy to implant the same method where relevant. The operations should be smooth and friendly information provided by the firm, be open and honest about the facts, create awareness of the change is very essential for the competitive growth. If establishment force changes on staff normally chances of issues may arise, because different people react differently to change, before starting establishment change, we have to ask ourselves regarding exactly what we want to achieve in the target period, what do we want to reach with this change, why and how will we will know that this target has been achieved, who will affected by this change these all questions must be answer by the organisation.
Now days all establishments aim to create high performance group of strong teams which are managed by people with the skills and knowledge as a trend setter in the competitive hospitality business and they are looking forward in the organisation formation of teamwork, staff empowerment and self-management. These are the new trends which attracts to service industry. In large groups of team members, may produce a communication strategy that ensures information is powerfully at the same time. This may helps to recognise and deal correctly with the individual reaction or queries to change. The head of the meeting has to give chance to staff what they think about the new change. If they want time, to express their views or ideas, and manager should support their decision making or to help them through the understanding the thinking behind the change, and how this will affect positive for the profitable business. Hilton Cobham International hotel where I have done my internship have seen many changes in the operations management which was difficult but when we use day by day we all were used to it. It is true that, changes make difference.
Leadership is very important for business management which may include a great deal about changing people's minds, frequently in essential ways. It is vital for both in building the strength and the power of the establishment which helps to maintain healthy relationships and resource. Also essential for ensuring the smooth running of the operation in the establishments as a whole, to make sure that the staff is financially paid in a fair and timely manner and that stakeholders are satisfied with their investment. There are different numbers and different ways of follow this leadership styles. A part of chains of Hilton hotels, Cobham Hilton International, is large organisation like 'Hilton Cobham international' establishment the leadership styles can give the new look of change in the operations.
Daniel Goleman , Richard Boyatzis and Annie Mckee, in primal leadership, describe six styles of leading that emotions of the target group, they are as follows:
The Visionary Leader: The Visionary Chief moves people in the direction of a collective vision and idea, by telling them where to go but now to get there- as a result boosting and motivating them to struggle to achieve. The shared information gives knowledge to other. This leadership style known as a best when a new direction is needed, and it has very strong impact on the climate.
The coaching Leader: The Coaching Leader connects requirements to organisational aims, holding long conversations which reach beyond the place of work, helping people to discover strengths and weakness and tying these to profession aspirations and performance. These leaderships are good at delegating tough assignments, demonstrating trust that demands explanation and which may leads to high levels of loyalty. For long term capabilities this is the good to use, which has extremely positive impact on the atmosphere.
The Affiliative Leader: This leader creates people health relations, connections within the establishment. This is much collective leadership style which focuses on emotional needs over work needs. This will be helpful in getting through stressful situations.
The Democratic Leader: The Democratic Leader acts to worth inputs and assurance via contribution, through listening to both sides the bad and the good news. This style of leadership is good to use when used to gain buy-in or when simple inputs are require at the time you are not sure about. It also has positive impact on the environment.
The Pace-setting Leader: The responsibilities of the pace setting leader is builds aims, challenge for the staff, with expecting excellence, they characteristics of poor performers and demand more of them. This leadership can give short term results, but for the long term it may failure. And the best used for this style from a motivated and competent team. It also often a very negative effect on environment.
The Commanding Leader: This leadership style includes giving clear vision and direction by his or her powerful view, commending and expecting with not the need of agreement, where they need self emotional control for success and can seem cold and distant. This approach is best in times of crisis when there is requirement or need of unquestioned express action and with difficulty or problem staffs who does not respond to other process.
Motivation: Employee motivation is one of the major concerns in the business, because highly motivated staffs is a productive staff, and he or she will be profitable for the business. Because when people are not motivated when they don't have aim or target to achieve, they became less productive, less creative, will be less of an asset to the organisation. Now more than ever, it is essential that we need to motivated people for a clear target.
Human Resource Management, Issues and Solutions
In today's world Human resource departments has many functions and roles as per stated by Dalton E. Brannen, 2000. This department also management include the administrative key role of processing benefits keeping staff records and develop and trainings, recruiting and safety programs. With the many changes that have occurred throughout the years, Human Resource Challenges for efficiency and effectiveness have also increase.
I would like to share my experience when I was working at the Hilton Cobham International. As we all are familiar with the brand name which has spread all over the world. According to me it is very essential for Hilton Cobham International to make an ideal structure for solving problems or issues of staff so the process could be track and managers could find out the time consumption for the problem solution. Gradually we all know that it is well established name so they might have all excellent facilities, and yes people care about people.
Hilton Hotel HRM had office located at Croydon, so basically the appointed human resource officer all staff only meeting three times a week. As I have seen labour turnover in more percentage. Hilton Cobham replaces the new general manager and under his management hotel has started to be concerned to resolve the problem rather than post pone it. For example smoking and fire safety practices where the hotel has attached staff living in facility and more than twice hotel has do fully evacuate due to smoke detector identify smoke in one of the staff room, because of this fire alarm full hotel has to evacuate, duty manager gave verbal warning to the staff also showed him where he or she is can smoke. Incidence shown the results lead to hotel introduced no-smoking policy in staff living rooms. Which was come under health and safety rules and regulations 1992, from that time duty managers randomly spot checks in the staff apartments. The management fit smoking bins outside of the canteen with the note of 'smoking area', Also with the well printed notice on public staff board and stated note penalty for if anyone seen as smoking or going against the hotel policies may leads to disciplinary actions and he or she needs to empty the staff rooms.
Time Keeping: In today's fast pace of life people do not have time. Where in hospitality business or any business the time keeping factor is very significant, Where as you have to manage your time to reach on time for job with the updates of tube lines are under good services or not what is other way we can get to work without spending or wasting our valuable time. This issue is became more irregular from lateness point of view as people find it hard to get out of bed in the mornings, so all other staffs tasks he or she has to finish for opening the outlet till the time he or she comes. Line manager and human resource managers have not fully control on this but through supervisor they always get updated information of lateness. Sometimes supervisor came late on the job in this situation who is going to give updates to the line manager or human resource manager, it may staff feels that he or she is not being treated same others.
Operational Relationships: Relations within the working area are clear to, weaken and this will eventually lead to poor spirit and reduced enthusiasm of other staff as well as the person affected by the discrimination. There might issues with the interdepartmental or co departmental where work with staff with different culture and personality sometimes leads to misunderstanding. For example in Hilton Cobham International in the food and beverage department new staff was appointed on the part time basis and she was allotted work in the restaurant, due to part time she started to work on weekends. The hotel is situated in country side where people wish to come and spend their weekend at the woodlands so the hotels always overbook each weekend. She started work during busy time we all staff and supervisor always guide her to the hotel standards or her queries. And she was only working weekends and was doing first time job in hotels; it was hard to supervisor to give coffee brand standards training to her. After few weeks she stops to come to work. Line managers made contact with her but she was not happy with the job because she was feeling training and other skills which has to provide by the hotel or the in charge of the restaurant she is not giving priority for her skills.
If individuals do decide to leave rather than positive with the problem or situation then the cost to an employer will be high. For example: Recruitment cost will include advertising, time spent interviewing, training and supervising a replacement employee.
After few weeks she called the line manager regarding willing to come again for work because she wasn't got any other opportunity and the one and only place near from her residential area, Human resource department set a time table with in charge of restaurant supervisor on weekends when she finish with her shift for coffee making brand standards.
This was one of the issue we have seen but in the Hilton Cobham international labour turnover is higher in numbers, because of the female candidate showed interest the only reason the near place from work and she was new to work experiences when she was away from work she might tried different job but haven't met with the other job experienced criteria. Management of the hotel is thinking behind all this problems or not, they have learnt from the past mistakes and have to critical analysed the methods or techniques they could improve to save cost which involves in employee recruiting. So they can train, maintain and retain the employee.
Hilton Hotels Sustainability and Environmental friendly policy: Hilton worldwide chains of hotels have their environmental policy and responsibility which they operates through action and innovation, to strengthen partnerships, protect global warming, improve operational efficiency in that Hilton is focusing on key environmental commitments which are energy efficiency, carbon die oxide reduction, water efficiency, waste management and reduction, energy management, sustainable buildings and operations .With this policy statement on the website of Hilton Hotels commitment shows the targeted percentage of reduce operations.
On other hand unfortunately, this is not seen as in Hilton Cobham International, as we could see organisations principles may not meet the day to day operations all the time. There were posters of making awareness of reductions but no one was applying those methods or principles to their job tasks.
In addition, would like to conclude that is why the human resource department plays an important role in every organisation where they hire employee, development, motivation, training and development, leadership skills for employee or each individual for the reason to someone tell you about the principles target of the business. And employee reward system for appreciation. And lead you with the correct Vision.