HRM: Hiring And Developing Employees In Hilton

Job Analysis

Discuss about the HRM Is The Process Of Hiring And Developing Employees.

Human Resources Management (HRM) is the process of hiring and developing employees. It includes conducting job analysis, planning, recruiting the right persons, personnel, orientation and training and evaluation of performance. The employees are considered assets of business. Hilton is a global hotel chain. It was established in 1919. Hilton provides authentic and contemporary experience to the guests. The hotel has more than 570 properties across 6 continents. Hilton is a global leader of hospitality. The hotels have extraordinary professionals who work together to deliver exceptional services.  The hotel employs more than 50,000 people around the globe. It is the vision of company to provide hospitality by delivering exceptional experience that is ‘every hotel, every guest and every time.’ To be the most hospitable company in the world is the mission of Hilton. Being a CEO I have critically evaluated the practices that are currently used in the Hilton. The study aims to discuss the various aspects of HRM in Hilton. The concepts of HRM are discussed along with the job analysis and process and implementation of attracting applicants. Further the selection process has been discussed. The appointment and rejection have been discussed. The orientation and socialisation have been explained. Finally the appropriate strategies have been discussed to ensure employees are retained in the organisation.

A human resource manager is responsible to provide human resource service to the hotel and deliver an excellent staff experience. According to Glaister, Karacay, Demirbag & Tatoglu, 2018, Job analysis is the process to determine that what kind of knowledge is needed by employees, tasks needed to perform by employees and the standards at which the employees should perform the task (Glaister, Karacay, Demirbag & Tatoglu, 2018). Hilton offers exciting job offers as the company is experiencing continuous growth globally. The hotel provides a variety of jobs for both experienced and inexperienced candidates (Gannon, Roper & Doherty, 2015). The minimum age required for working at Hilton hotels is 18 years. The hotel is open for 24 hours a day and 7 days a week. The positions available at Hilton are Front desk agent, technician, housekeeper, general manager, guest service agent, room attendant, management trainee and many more. The job descriptions of various posts of Hilton are defined below.

Guest service agent works as front desk clerks and caretakers. These agents of Hilton interact with guests, indorse hotel service and provide best customer experience. The front desk agents greet travellers, books and confirm room reservations which are made online (Silva & Madushani, 2017). They perform various tasks like explanation of facilities provided by hotel, payment process and responds to questions about topics like entertainment, dining and transportation in the nearest areas. Hilton holds employees to high standard. The candidates should be confident, professional etiquettes during interviews.  The other requirements are minimum 18 years age for the consideration of employment and one year of relevant experience. The applicants should be comfortable in working day and night shifts even on weekends (Abdullah & Zulkifli, 2015).

Process and Implementation of Attracting Applicants

A bell person is responsible for rescuing and transporting luggage of guests as well as greeting and accompanies both arriving and departing guests. The other responsibilities of bell persons are to maintain, clean and inspect guest rooms for any issues (Knies, Boselie, Gould-Williams & Vandenabeele, 2015). They also respond to travler’s requests and inquiries. The staff should communicate with management about guest complains, requests and feedbacks. The bell persons comparatively earn fewer wages whereas workers earn additional income through tips.

The room attendants act as housekeepers. The housekeeping jobs at Hilton offer ideal opportunities for the employees to work in the hospitality industry. The hotel chain regularly hires housekeepers, room attendants, cleaning staff to enhance experience at Hilton. The main duties of room attendants is to change bed linens, making beds, cleaning bedrooms, dusting and vacuuming floors. They also replace and restock towels, remove wastage and fulfil request of guests.

As per Bratton & Gold, 2015, the entry of these employees does not require any specification such as education, skills or knowledge (Bratton & Gold, 2015). The company considers only one thing that is the candidate should possess minimum 18 years of age. Minimum experience is not required. If the candidates are experienced then it can be beneficial for them. The candidates should have strong skills to convenience customers and availability of full time.

Hilton Hotel constantly hires mangers to maintain and monitor 500 locations worldwide. It is observed that hotel management career compromises ideal opportunities for the professional growth. The job description of mangers is to create schedule of employees, delegate daily jobs, hiring and training to new workers. Managers are also responsible to oversee various business aspects of Hilton such as budgeting and payroll. Usually the experience is demanded by Hilton to hire managers in the hospitality management.  

The candidates can apply for the jobs online by job portal or by submitting paper applications to the desired Hilton hotel. The application should fulfil all information concisely and accurately. A candidate must create profile online for applying online. The basic queries should be answered about personal information and background and up to date CVs should be submitted. The candidate should provide accurate information. Incorrect submission can cause disqualification from the hiring process. Hilton analyses jobs by two ways, job description and job design. The hotel analyses job in an appropriate way and is not recommended to make any changes. A sample of job description is also provided in the appendices 2.

Selection Process

The company provides special amenities and makes use of advertisement to attract applicants. The advertisement of Hilton is shown in the appendices 1. Here are simple way of processing and implementation of attracting applicants:

Shuttle service and transport during stay: Hilton can offer airport pickup and drop service to the travellers. It can help to the guests who travel first time in the city and have no clue about place. This way the travellers do not have need to wait for taxi or cab which is a long and tiring process. The hotel can also arrange transportation during the stay for guests to commute (Jamali, El Dirani & Harwood, 2015).

Pre arrival assistance: The pre arrival assistance can be provided to the guests to help them in planning their trip in a better way. It assists prior check-in, making dining and handling appointments. It is a grateful way to show that hotel values time of travellers (Prayag & Hosany, 2015).

Fast check-in: The business travellers are in rush always due to their busy schedules. Hilton need to ensure check-in is speedy with fewer errors.

Welcome drinks: The welcome drink offered at the time of arrival can put pleasant impression on guests. It does not cost much to hotel and can put positive impact on guests.

Free Wi-Fi: it is important amenity now a days and important for the professionals. Connectivity of internet is required to check day schedules, check emails and stay in touch with clients (Luo & Milne, 2014).

Business gadgets: the business travellers often require and carry laptops, I pads and tablets with themself. Hilton can provide charging unit for gadgets along with the complimentary folder for holding important documents in the business kit.

Quick check out: The guests like quick check out which can be done from anywhere by using laptop or mobile. The technologies like Cloud property management system offer such luxury to the hoteliers.

Gifts at checkout: it is a good practice to give gifts at the time of checkout like chocolates and momentum of city which will be valued by customers forever. The management can request for the reviews for the service provided by hotel. It can provide better chance of review.

Hilton is one of the best leading hotels in UK. The selection process at Hilton is quite strong.  According to Baum, 2015, the job description is an important measure which is appropriate in selecting right candidates for any job in the Hilton (Baum, 2015). It is the explanation of roles, duties and requirements in terms of qualification, skills and knowledge required by the candidates to fill the job position. The person specification includes the traits and attitude of the individual which will be best for the organisation. For instance, Hilton hotels mention in the job description that candidates are required who hold MBA degree from recognised institutions of UK and abroad along with the work experience in the leading industry. Such person should be good at guiding, leading and inspiring subordinates to deliver best customer experiences. According to Padilla-Meléndez & Garrido-Moreno, 2014, the hotel gives importance to the characteristics which are involved in the design of job depiction and selection of candidates who can give their best to satisfy customers (Padilla-Meléndez & Garrido-Moreno, 2014). The selection process consists of various stages. The stages of selection process may vary time to time but the company insists that an appropriate selection should be made for the for the particular job position.  A person should ensure that all the past experiences are mentioned at the time of submitting online application to Hilton (Hurrell & Scholarios, 2014). A person should match the qualifications as mentioned by the hotel in the job advertisement. A person needs to be sure to emphasize skills and past accomplishments. The stages included in the selection process of Hilton are:

Orientation and Socialisation

Screening: It includes the screening and elimination of the persons who do not match to the minimum requirement of company in terms of skills and knowledge. Those persons are also eliminated who do not match the qualification or knowledge required for the job position.

Completed applications: The candidates passed in the screening test are allowed to fill application forms. The persons who fail to fill in completely are eliminated in this stage again.

Employment test: The candidates are allowed to give test which is prepared specially to check intelligence and other traits to match the job position at hotel.

Initial interview: In this step all the candidates are eliminated who fails to complete expectations of interview panel in the hotel (Sanders & Yang, 2016). The candidates are asked about their personal information and expectation from the organisation. A sample of filling interview form is given in the appendices 3.

Investigation of background: This step is beneficial to hotel to analyse the individual origin and belongings. It also ensures that the candidate is not involved in any criminal history.

Medical check-up: After completing all the requirements, the medical check-up of candidates is done before joining. It is done to ensure that employee is healthy. If a person is not physically fit or healthy then he will not be able to give his best for the success of organisation.

Job offer: In this step, the job roles are discussed.  It also includes the responsibilities and compensation desired by the employer for the job position. It is followed by a letter of appointment which includes the joining date in the hotel.

Gordon Ramsay is selected to compare the selection procedure of Hilton hotels in the industry. Ramsay is the leading food business chain and is prominent in the service industry of UK. Hilton has good relationship with the hotel management schools worldwide. As per Gibbs, MacDonald & MacKay, 2015, Hilton makes use of management schools and advertisement to recruit new and fresh staff in the hotel (Gibbs, MacDonald & MacKay, 2015). Gordon Ramsay does not maintain any link with management schools or institutes. Ramsay posts vacancies through it’s website. The selection procedure of Hilton is burdensome and involves various steps like screening, tests and interviews. Ramsay involves less stages of selection. The selection is made on the basis of screening of applicants which is followed by interview and leads to the final selection. There are fewer stages in the selection process of Ramsay and candidates are selected directly by calling names for the interview after screening. Ramsay and Hilton operate in the same industry of UK but candidates are discriminated in the selection process based on religion, sex, caste etc.

Retention Strategies

As per Dhar, 2015, the organisations in the service industry adopt different practices for recruitment and selection process (Dhar, 2015). Hilton has advantages in the process which is reduced costs and efforts. It leads to the selection of best candidates to match job description to enhance productivity. Hilton follows step to step approach which leads to rejection of employees in every step and is convenient in making final choices. Hilton has large number of applicants due to it’s global chain operations. The short selection process with minimal stages has made selection of employees easy in case of Ramsay. It is helpful in reducing costs and efforts than the burdensome procedure as in case of Hilton. The selection process of Hilton is standardised and good enough so it is not recommended to hotel to change it’s selection process.

As per Voegtlin & Greenwood, 2016, first impression is the last impression and it is formed by employees at the time of starting employment. The impressions are also formed by the advertisement, interview and interview arrangements etc. (Voegtlin & Greenwood, 2016). The employees on the first day run straight to work even without the minimum introduction to hotel’s rules and policies. The initial hours and days are critical if these relationships are dealt properly then it makes employees to stay with employers. Induction has been defined by the employees to familiarise employees with organisation. It is a first process starts with first contacting with hotel. Induction starts even before the process of employment the hotel makes decision those successful applicants should be instantly that hotel wishes to make offer. It can be made possible by general interview or telephone. It makes agreement to include details like

• A formal letter includes the full detail of employees concerned with job and conditions.
• It demonstrates a sympatric approach that makes a person to feel that he or she is joining a valuable organisation.
• It acquires written acceptance of offer and written permission to write of references.
• It mentions when a person has to join and what a person has to carry on the first day.

The employees are rejected if they do not meet the criteria decided by hotel. The employees can be rejected just after screening. There can be many reasons of rejection such as not attaining minimum age that is 18, not having the desired qualification, identification proofs and physically unwell. If a person fulfils all the requirements desired by the hotel but do not have identity proof then he will be rejected to sign employment condition. The documents required are identity card (any), photos and education certificates. According to Madera, Dawson, Guchait & Belarmino, 2017, suggested that hotels can reject any person if he found suspected in any case such as murder or any criminal activity (Madera, Dawson, Guchait & Belarmino, 2017). It is recommended to Hilton to make changes in it’s appointment and rejection criteria. It is because the staff is more likely to leave job in a short period. The house cleaning staff should be kept majorly in this criteria.

Hilton is committed to protect and respect privacy. Hilton has team named ‘Washington Legal Department of the year’ for the compliance and labour relations. There are 140 members in the department that supports 4,350 properties worldwide. In order to excel day to day responsibilities the team helps to keep Hilton and members safe.

As per Allen, Lee, & Reiche, 2015, the team faces challenge to keep members updated with the latest defiance and policy issues and training. The hotel has recently come in contact with the School off law to enable online learning modules and in person trainings for the team members of Hilton worldwide (Allen, Lee, & Reiche, 2015).   

The most inspiring way is team’s commitment to diversity, professional development and community. The team lives the company’s diversity values every day. The talent and experts serves best as incorporated function. Hilton have reduced use of outside counsel and started listening to the fellow team members and business partners. The youth is taught about the legal system by the transition program. It tells the core values of Hilton and subsequently the legal team (Hilton, 2016). The hotel has best team to handle legal issues related to hotel.

As per Nieves & Quintana, 2018, orientation is the new process through which hotel is introduced to the new environment. It is an introductory instruction which concerns a new environment or organisation (Nieves & Quintana, 2018). The goal of orientation is to address job related issues such as company standards and management expectation of employees. It also enables information about cultural issues such as norms of conduct, acceptable and unacceptable behaviour. Orientation also aims to specify job responsibilities and technical aspects. The specific job orientation focuses on the job performance (Al-Refaie, 2015). It introduces responsibilities which are outlined in the job description and work environment. Hilton provides continuous training and development to employees. The orientation program includes the training program. It is of vital importance to Hilton.

According to Dhar, 2015, the training is offered to employees to learn basic skills and enhance knowledge. It also increases capability of individuals (Dhar, 2015). There are two types of training on the job training and of the job training. On job training is provided by experienced employees at the work place. Of job training is provided outside the organisation. It is time consuming process and lacks active participation. Development is a long term activity and focuses on the future aspects. The training and development at Hilton helped in reducing chances of errors. It has also resulted in effective execution of activities (Schuler & Jackson, 2014). It has also resulted in improving skills and knowledge of employees. Hilton worldwide university is also established by hotel to provide training to team members, supervisors and management.

The socialisation is the process of learning social culture of organisation (Obeidat, Al-Sarayrah, Tarhini, Al-Dmour, Al-Salti & Sweis, 2016). The individuals become familiar to the society through this process. It is the process of introducing new employees to the values and norms of organisation. It can also be considered as process through which newcomers can understand and appreciate values and special knowledge for assuming organisational role. The socialisation comprises four stages, welcoming activities, understanding history, value and purpose of organisation, execution of realistic orientation program which addresses the stress feel by employees and instant connection to a person who is in a similar role. The managers are required to understand cultural values of organisations before initiating a socialisation program. The socialisation helped employees to understand society of various nations. Meeting staff at hotel who can understand your native language puts good impression on guests and creates memorable experience. It created flexible working conditions (Kasim, Gursoy,  Okumus & Wong, 2014).

According to Presbitero, 2017, It is an important concern for hotel to retain employees and the mangers are taught the importance of retaining great employees and ensuring that they are engaged and satisfied (Presbitero, 2017). The effective strategies are adopted by Hilton to ensure the employees are retained in the organisation.

It is an investment in the present and future growth when the Hilton invests in the team members by offering them opportunities to learn new traits and skills. As per Nieves & Segarra-Ciprés, 2015, the employees feel satisfied with the job when they have more opportunities for career development (Nieves & Segarra-Ciprés, 2015). It includes investment for the employees to attend conferences, workshops, tuition reimbursement and more. It is important to promote such programs for employees.

Hilton establishes clear cut expectations when the employees do not have a clear understanding of their job duties, company policies and performance metrics. The performance of employees is evaluated by the performance metrics. It can be frustrating for employees and their moral damages when they do not get clear policies of organisation. They can even look for employment somewhere else. The communication with employees ensures that they have clear understanding of their duties, company policies and more. The regular feedback provided by employees tells that they are being evaluated. The policies are implemented fairly to avoid having employees backfire (Sikora & Ferris, 2014).

It includes benefits such as health insurance, life insurance, sick leave, vacations, casual leave and retirement savings plan. Beyond these benefits, Hilton should consider what can actually serve the needs of employees. There are some other benefits such as flexible scheduling, stock options, children’ tuition fees and gym memberships which can be provided to employees.

According to Grobelna & Marciszewska, 2016, the feedback given by employees about benefits can truly enhance their lives and wellbeing. The customised benefits can be given to different demographics of employees (Grobelna & Marciszewska, 2016). They can be motivated by different factors.

Morale is helpful in improvement when team members speaks freely, share their opinion, addresses conflicts and participates in the company’s development. The managers believe in open and transparent communication which can encourage behaviour in every member of team. It enhances trust in managers and keeps employees satisfied (Assaf, Josiassen & Agbola, 2015).

Providing meaningful work to employees pays the bills. The team members should be provided meaningful work such as interesting tasks, diverse tasks and opportunity to make differences in communities. The social programs, community engagement for shared vision can provide employees a sense of meaning for their job.

According to Aladwan, Bhanugopan & D’Netto, 2015, overworking employees lose their focus and give up projects. The employees can stick to work and give their best if they are provided with flexible working conditions. It is essential by hotel to make sure that employees are not overburdened. The managers ensure and set the work life balance between work and employees (Aladwan, Bhanugopan & D’Netto, 2015). The hotel should keep on update strategies required to retain employees. it is because trend keeps on changing.

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