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Human resource management is the function wherein organization and employees takes the action as per the policies and practices. In this report, line manager takes the responsibility for managing the work based activities at the work place and maintains the smooth flow of operation. Manager identify the needs of the employees training accordingly they provides to them which helps to enhancing their performance and improving the knowledge and skills is required of the company. Under this report, there are various aspects of the human resource management will be studied in the context Hilton hotel. The present report covers, there are different models of the flexibility which is used by the manager of the organization for maintaining the work environment and their relationship with the workers. Company uses the Guest model which helps to achieving the goals and objectives of the business(Wilton, N., 2010). In addition to this, organization treat the employees are equally which helps to increasing the motivation towards the work. Company uses the different approach for managing the equal opportunity and managing diversity which helps to maintaining the work and get the equal opportunities to their employees. Various methods of the performance management which is used by the manager for maintaining the employees presentation at then work place. In this way, organization follows the rules and regulation is related to the workers health and safety which helps to maintaining the work quality of the employees(Chang, and et.al., 2013).
The Guest model is composed by the David Guest which is related to the human resource management (Wilton, 2010). In this way, there are 6 dimension includes in this model which helps to attaining the goals and objectives of the company(Wright andMahan, 2011). It includes the HRM practices, outcomes , strategy, behaviour, performance , financial outcomes which is used by the manager of the Hilton hotel and these dimensions are explained below:
Human resource management practices- Management of the company follows various practices which is related to the HRM. In this context, manager fulfils the vacant post in the organisation which requires to conduct the recruitment and selection process. They appoints the new employees as per their qualification and knowledge which is required vacant post. It helps manager to easily manage their work and meet the demand of the clients. Apart from this, manager provides the training and development to their employees which helps to enhancing their performance and improving the knowledge and skills. It affects performance of the organization because skilled human resource gives the best result to their clients which creates the satisfaction of them towards the services.
HRM strategy-This dimension helps to the company for developing the strategy and creating the vision and mission of the firm. In this way, manager takes the ideas from the employees which is used in the strategy. It helps human resource to meet the demand of the clients and attain the goals and objectives of the firm as well.
HRM outcomes- Corporation focuses on the outcomes under which manager produces the products and services with the help of available resource at the work place. In this context, manager develops the knowledge and skills of the workforce which helps to attaining the goals and objectives in well manner(Wright andMahan, 2011).
Behaviour outcomes-Hilton hotel focuses on their employees behaviour towards the customers. In this way, manager takes the feedback about the workers behaviour and they get the idea about the employees are able to solve the queries of the consumer and not.
Performance outcomes-Manager provides the training and development to their employees which helps to enhancing the knowledge and they are able to fulfils the goals and objectives.
Financial outcomes- Hilton hotel have strong financial position in the market under which they effectively uses the available resource at the work place(Wilton, N., 2010).
There are various difference between Storey's definitions of the HRM , personnel management and industrial relation which is uses by the Hilton hotel and Holiday Inn that are explained below:
Human resource management (HRM)- It is term which is used by the company wherein design the job, monitoring the employees performance and provide the training and development. In this context, Hilton hotel follows the human resource management under which manager takes the responsibility for maintaining the work and meet the deadline of the clients. Through the HRM, management maintains the relation with the workforce by providing the rewards to them. It helps employees to increasing the motivation towards the task and they are able to fulfils the demand of the company. Organization focuses on the employees productivity and work quality under which they provides the training and development to their workforces. It helps workers to enhancing the performance as well skills which helps to attaining the goals and objectives.
Personnel management (PM)- Personnel management is the traditional approach wherein company focuses on the employees welfare and managing their workforce. In this context, Holiday Inn follows the personnel management under which they decides the pay structure of the employees by measuring the performance at the work place. With the help of PM, manager solve the all conflicts and issues of the workers which helps to maintains the relation and work environment at the work place.
Industrial relation practises (IR)- It is the fundamental aspects wherein develops the relation between organization and employees. In this way, IR practises is adopted by the Holiday Inn and Hilton hotel under which they maintains the relation by solving the issues of the employees. Manager of the company takes the open session under which employees share the ideas and they are part of the decision making process of the firm as well(Wright andMahan, 2011).
Line manager takes the responsibility for managing the work at work place and they directly report to the higher management of the company. In this context, executive provides the positive environment at the work place which helps employees to focuses on their work and attain the goals and objectives of the firm that role and responsibilities are explained below :
Managing the day to day work-The line manager responsible for managing the day to day work at the work place and meet the demand of the clients. In case, employees not able to come in company under which manager takes the responsibility for managing the work and maintains the work flow of the organization.
Allocation of the work- The another responsibility of the line manager under which they effectively allocate the work among the employees. It helps workers to improves the skills and knowledge related to the work which is allotted by the executive. In this way, manager knows the ability of the employees and interest of the employees accordingly they provides to them which helps workers to competing the task on time(Tang, and Tang, 2012).
Expert in technical knowledge- Line manager expert in technical knowledge under which provides to their employees. This knowledge helps workers to solving the issues about the technical and able to handling the any projects which is given by the organization. As per this, employees increasing the managerial skills which is required at the work place and fulfils the goals and objectives of the firm as well.
Performance evaluation and measurement-It is the most important responsibility of the line manager of the Hilton hotel to deal with the consumer and clients. In this way, manager requires to check the satisfaction level of the customers accordingly they provides the services to their customers. It affects performance of the organization because clients are satisfied his services is provided by the manager which helps company to increasing the market share in the hospitality industry(Wilton, N., 2010).
In order to applied the flexibility model at the work place under which Hilton hotel uses the Handy's shamrock organization model. In this context, this model helps company to maintaining the work environment and employees working condition as well which includes the three leafs such core management, contractual fringe workers and professional and these are explained below:
Core management- Manager of the organization follows the rules and policies which helps to managing the day to day work of the company and employees are able to accomplishing the gaols and objectives as well. In this way, management of the Hilton hotel takes the responsibility to increasing the sale and attains the overall productivity in UK market. Accordingly, they provides the high quality of products and services. This model helps organization to effectively manage their services with the available resource and meet the demand of the consumer and clients. It affects performance of the organization because clients are satisfied his services is provided by the employees(Tang, and Tang, 2012). It assists business to increasing the overall productivity and maximizing the profit in hospitality sector.
Contractual Fringe employees- Employees works in the organization under which they supply the services to their customers. Hilton hotel integrates their function in well manner with the help of all the department under which employees work together to attaining the goals and objective. In this way, organization provides the training and development to their workers which helps to enhancing the performance and improving their knowledge which is required at the work place and fulfilling the demand of the clients. They are able to deliver the best services to their customers and fulfil ls the demand of them. It affects performance of the organization because skilled employees gives the best effort of the services which creates the satisfaction of the clients. As per this, it assists business to maintains the image of the firm in UK market and increasing the market share.
Professional- Hilton hotel provides the consultancy services to the clients which includes the market analysts, advisor. In this context, they are interpreted the market trends and customer needs and wants suggest the policies which helps company to increasing the growth and development Through the empirical analysis the precision is done in the working and plans are made with the approach(Tang, and Tang, 2012).
There are various types of flexibility which is used by the manager of the Hilton hotel foe maintaining the employees practices towards the task and work environment that are described as below:
Numerical flexibility- It is the process wherein manager identify the total number of employees working in the organization. In this way, this type of flexibility involves the changing the demand and supply of the people at the work place which helps manager to identify the demand and supply of the workers and working hours. Moreover, if any case in deficit the employees at the work place under which they contact in the market and appoints the individual as per the fix time period or temporary work in the firm(Tang, and Tang, 2012).
Temporal flexibility- Management of the Hilton hotel provides the facility to their employees like part time and over time job in the organization. In this way, basically it is based on total number of working hours in the organization under which workers works in over times. Accordingly, company provides the extra remuneration as per the working hours(Rehman , 2014). For example; student work in organization as a per time under which they provides to their wages as per the working hours.
Functional flexibility- This facility is provided by the organization under which works can transfer to the different activities and work of the firm. In this way, it helps manager to easily manage day to day work of the firm and meet the demand of the clients.
Financial flexibility- Hilton hotel decides the pay structure of the employees as per their performance at the work place. Moreover, employees inputs and outputs as per this company render the wages to them. On the other hand, workforce also evaluate the performance towards the task and skills and knowledge accordingly organization provides the salary to their human resource.
In order to uses the flexibility working practices from the both the employer and employees which involves various practices is followed by the Hilton hotel. This practices generates the interest of the workers towards the task and they are able to accomplish the goals and objectives of the firm as well. There are various practices which includes the business in well manner that are explained below:
Working practices and policy- Management of the Hilton hotel follows the practices and policy is related to the working hours. In this context, company provides the facility to their employees such as over time and part time job in the organization as per this bases they provides the salary to them. It is more beneficial of the business and human resource because company save the extra cost while they incurred in providing the training and development to their employees. Employees get the opportunity to increasing the overall productivity and profitability which helps manager to easily manage their work and meet the demand of the clients. Accordingly, company increases the market share in hospitality sector and maximizing the sales as well(Chang, and et.al., 2013).
Attracting and retaining the talent of the human resource- Company applies the flexibility work practices at the work place under which firstly manager identify the needs and wants of the employees. As per this, they fulfils the demand of the human resource which helps to increase the motivation level towards the task as well. On the other hand, organization also uses the rewards system which includes the promotional opportunities, bonus, incentives is provided by the manager to the employees. It helps workers to generates the interest towards the task and they are able to handle the task which is given by the firm. It assists manager to easily manage their work and maintains the smooth flows of operation in the organization.
Improving the quality of work- Organization follows the flexibility working practices for maintaining the work environment at the work place and improving the work quality of the employees. In this way, workers perform in well manner and attain the goals and objectives of the firm. Accordingly, company increases the revenue and maintains the brand image in UK market(Tang, and Tang, 2012).
Changes in the labour market can be stated as the different variations under which include the demand and supply of the employees, demographic and others. In this way, Hilton hotel have experience impact on it the various ways that are explained below:
Demographic-The change in the demographic like age structure and occupation under which manager identify the demand of the employees and working hours of the employees at the work place. On the other hand, Individual belonging to higher age group under which they appoints as per the better policy and practices.
Demand and supply of the employees-Manager of the company to identify the total number of the workers working in the each department of the organization. In this way, it takes the changes of the Hilton hotel in the from of increasing the profitability and revenue.
Intangibles- It shows that capability and ability of the employees towards the task and they provides the flexibility in working methods like home working, telecommuting etc. It helps workers to increasing the satisfaction towards the task and balance the work life(Chang, and et.al., 2013). Apart from this, it affects the work environment of the organization and management of the company.
Discrimination is an unfair treatment with employees having a base on prejudices. Discrimination is an unlawful activity. As per the case study, Hilton worldwide, Hotel in Texas aim to be the most hospitable company in the world by creating opportunities for team members and they also believe in values like right thing, all the time. Hilton worldwide try to protect their employees at all stages of employment including recruitment, workplace terms and conditions and dismissal(Rehman , 2014).
Forms of discrimination dependent upon various things :-
National origin or race – When someone is not hired due to his origin or language spoken. This usually happen in foreign countries. Its an unfavourable treatment with employees, reason can be ethnicity or accent or appearance of certain background. Treating employees poorly because of definite race, having a characteristics that are connected with skin colour or ethnic background. Employees may face that in form of harassment, may be face derogatory remarks. Employees under this discrimination also face preferential or negative treatment. Hilton is a world wide global company, who develops training for employees and brings equality in work environment.
Sex discrimination – Sex discrimination is most arising form, this discrimination is on basis of gender or discrimination due to transgender during selection of employees. The reason can be taking unwanted sexual advantage, crude remark to employee. Sexual harassment is one of the most obvious form. Both men and women can be the victim of sex discrimination. At many places transgender are forbidden and they do not get equal opportunity to work and grow because they are transgender. Hilton takes a potential care in such context and modified practices to create equality for every employee.
Age discrimination or discrimination due to disability – It is unlawful to discriminate employee due to disability or because of actual or assumed age. Disability includes psychological diseases, slow learner, total or partial loss of body function or part. Hilton has taken due care for this sensitive difficulty faced by people at work place, different policies formed in its regard and facilities are provided against such disabilities . As per law, certain adjustments can be done by company to support him(Tang, and Tang, 2012).
A body of law, United Kingdom employment equality law, legislates against unfavourable actions in organisation with employees.
Equality and human rights commission – it was formed on 1 October 2007, it protects employees right and deals with giving equal opportunity to every employee, racial equality as well as disability rights. It governs equality legislation on gender, race, health, age, religion, transgender and enforces compliance of human rights Act 1998. it encourages change in society and bring justice in nation. It takes legal actions on behalf of victims(Chang, and et.al., 2013).
The Equality Act 2010– The Equality Act 2010 established on 1stOctober 2010. It replace equality legislation and introduces new methods that will have direct implications for higher education institutions. The main aim is harmonise discrimination law and supporting in progress of equality in nation . It covers same groups that were protected by existing legislation. The protected characteristics includes age,sex, disability, religion, pregnancy and maternity discrimination. Hilton meets all the legal requirements and frame the policy for developing equality(Rehman , 2014).
Fixed Terms Employees Regulations 2002– It came in to force on 1stOctober 2002 and applied on fixed term contracts. It includes contract employment for specified period or specific task or event.Law governs very simple thing that fixed term employee's terms and conditions or packages should not be unfavourable than permanent employees. Hilton also hires fixed term employees and has framed terms and conditions for them to save their interest and develop equality in work. Law aims to protect such employees. For checking it, check existing policies includes fixed term employees, all employees can access to specialist job as permanent employee can, pension schemes have a vesting period.
Part-time workers regulations 2000 – It was implemented on 5thDecember 2011.UK labour law measure that employers who hire employees for part time work compared with employee on full time work and do the same work. As the majority of part time workers are female. There can be also sex discrimination with employees. Hilton compliances all the legal requirement and has a policy for part time workers and taken care that they enjoys equal rights as full time worker. This law is implemented for prevention of unfavourable treatment with part time employees in company. The discrimination made with them in comparison with full time workers.
Hilton has taken primary primary responsibility for developing equality and managing diversity in organisation. Hilton is respected brand hotel in UK who is working globally comparing it with Marriott hotel, company of same industry but both of them having different values and practices against management of equality and diversity on work place.
Marriott is a four star hotel who also compliances all the legal laws. Hilton worldwide has framed policies and provides training to their employees to make friendly environment on work place and employees can work with their full potential. Hilton provides personal development training in which employee's learn language and communication and ethics of working in organisation. Hilton takes due care about the problems faced by employees due to culture diversity.
Marriott and Hilton both understands the importance of equality in organisation and therefore Hilton has formed a trade union in his organisation, its a group of person who manages conflict of workers of organisation, so that nobody takes an advantage of workers and no unethical practices run at work place(Rehman , 2014).
For managing diversity in organisation Hilton embrace policies that includes terms and conditions for work so that work can be done effectively and with full potential. Every employee is aware about the policies and a decorum is maintained in organisation so that no conflicts arises and no body takes an undue advantage of others right. A proper hierarchy structure is framed and continuously modified so that no place for domination in work place.
Hilton demonstrates the positive benefit at work place by providing clear business focus. Employees are aware of strategic implications in managing cultural change and develop the value of equality and manage diversity. Every individual in organisation work with full potential without harming others interest for his growth as well as increase overall organisations growth. Marriott has also framed policies for smooth flow in work and compliance of all legal laws as well as create equality and no unfavourable activities in organisation.
Performance management is a vital part in any firm as it facilitates managers and superiors to measure and assess employee's performance and to see if they are able to meet the company's expectations or not. Hilton has been following certain methods to assess their employee's performance which are detailed below:
360 Degree Appraisal Method
Graphic Rating Scale Method
Management By Objective
Psychological Appraisal Method
According to this method an employee's performance is assessed by four stakeholders which are Superior, Subordinate, Peer and Self. All these appraisers state their view point about the employee's performance. It gives an overall viewpoint about that employee's performance. It helps Hotel Hilton in measuring interpersonal skills, team building skills, customer loyalty and trust. Many times more than four appraisers are also approached but taking feedback from multiple sources can be intimidating and threatening.
This method is ideal for those companies which move at a fast pace like food and beverage industry(Chang, and et.al., 2013). In Hilton a rating scale is prepared consisting of job duties and performance standards rating from 1 to 5. This needs preparation but it can be finished relatively quickly from other methods. This gives an advantage to managers and superiors as they have very less time for workforce management duties.
MBO's are helpful in assessing performance of employees at supervisory or managerial level. Hilton adopts this method by starting with identification of employee goals(Tang, and Tang, 2012). Then the employee and his manager list out the resource required for accomplishment of those goals. Then timeline is set to achieve each goal. The performance of the employee is determined by how many of his goals are achieved within the designated time frame.
This method focuses on assessing employee's potential for future performance rather than the past performance. Hilton has been following this method in the form of in-depth interviews, psychological tests, discussion with supervisors and evaluation review. It is more directed towards employee's emotional, motivational, intellectual, and personal characteristics and attributes impacting his performance. Success of this method relies on skills and competencies of psychologists who perform the assessment.
Employee welfare is defined as efforts made by an employer to raise the living standards of his employees by offering various services, benefits, and facilities. It helps in boosting the morale and motivation of the employees which leads to low absenteeism in the company. These facilities need not be in monetary form only but they can be provided in any kind/ forms.
The employee welfare programs adopted by Hilton are mentioned below:
1- Managing problems related to family and personal issues as it makes an impact on his performance.
2- Programs concerning Income Protection supports employees to gain fiscal security both during employment and retirement periods.
3- Programs related to training and development are organized to increase skills, knowledge and competencies of the employees.
Approaches Of Managing Such Programs Include The Following:
Thus, Hilton determines personnel requirements before implementing the above described approaches otherwise they can be disadvantageous and dangerous and may lead to losses.
Health and safety legislation creates a responsibility on the part of employer to ensure safety and security at workplace for his employees. Employers must take some effective steps which should ensure health, safety and welfare of their employees. If an employer fails to take these reasonable steps he may face criminal prosecution(Rehman , 2014). An employer might be found guilty for his failure to act even if these are not written in law as it is his implied responsibility. Hilton adopts safety and health measures like provide safe plant and machinery, secured premises, competent and trained staff. It also facilitates certain groups of employees who require extra care and attention than the others for example, disabled worker, pregnant women, illiterate and uneducated workers etc. HR department pays full attention on this issue and should not consider it as a burden. HR professionals help the Top managers in understanding the benefits of Health and Safety issues for their organization. However they do not need to know the technical aspects of health and safety legislation.
Hilton enjoys the following advantages of adopting Health and Safety Legislation:
To apply the Health and Safety Law in Hilton, the HR Department performs the following functions:
In recent years Absenteeism is emerging as a big challenge for Hilton. This is a very serious problem to handle especially because employee absences occur due to varied reasons. Excessive increase in absences results in low productivity and make a great impact on finances, morale and other factors. Some of the main reasons for increase in absenteeism in Hilton are mentioned here:
Suggestions to Solve the Problem:
Summing up the whole report, it can concluded that, organization uses the Guest model for measuring the employees behaviours and develops the strategy. In this way, line manager takes the responsibility for managing the work and maintains the work environment at the work placer. There are different types flexibility which is used by the manager and they provides the facility to the employees which helps to maintaining the employees practices towards the task. In addition to this, company do not discriminate the employees on the bases of the religion, gender, caste etc which helps workers to increasing the motivation level and they are able to fulfils the goals and objectives. Company focuses on the equal legislation which is applied at the work place and they treat the human resource are equally. Different methods of the performance management which is used by the manager and they follows the rules and regulation related to the health and safety of the employees.
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