Essay, 17 pages (4500 words)

Hilton hotel hr issues in pakistan business


  • 6. 0 Decision

Due to globalisation and the technological alterations human resources is shaped by many factors. The human resource direction is the demand of the hr because of its particular attending to communicating, motive and leading values. This helps in edifice trust and religion between the employee and the organisation. Today, Human resource direction is traveling through important alterations due to development in engineering, alteration in demographics, globalisation and altering work kineticss particularly in cordial reception industry. The purpose of the human resource direction is to retain the gifted work force, particularly the 1s who are committed towards the organisation ‘ s end and development. So, to be successful we need to change the human resource scheme in such a manner that it benefits both the organisation every bit good as the employees. As a consequence of the altering market scenario, companies are puting particular focal point on the human resource planning so as to stay competitory. In instance of Hilton Hotel, a alteration in their existing internal and external construction can assist in accomplishing the direction ends. The forces planning, plays a really of import function as they are the 1s on whom the success of the organisation depends. To bring forth consequences, the employees undergo preparation and development which farther motivates them to execute better. Improvement in public presentation will decidedly bolster the image of your organisation. Problem resolution is the best agencies to keep long permanent dealingss with the other squad members. If the jobs of the employees are dealt with decently so it can better the employee ‘ s efficiency towards work and bring forth better productiveness and grosss.


The hotel is situated in the thick of the metropolis of Pakistan, is a five star concern hotel. The hotel serves for concern intent during the hebdomad yearss and weekends. The hotel has great atmosphere, green alcoholic gardens, and immense swimming pool and pool side eating houses. It is non far off from the International hotel so bulk of people book their stay here. This topographic point is in a concern territory so that people who come for concern intent should be after their stay here. The hotel is made up utilizing the latest engineering and the designs.

The substructure

The hotel has 150 suites

Two line telephones in all suites

Internet entree

Television overseas telegram installation in all Televisions

Business conference hall


Baseball club

Swiming Pool

24 hr room dining


2. 0 Principle of HR Planning

Due to the increasing competition in the concern environment a batch of alterations are taking topographic point and has called for a alteration in both the internal and external face of the organisation. To go more competitory, the organisations are altering the manner they allocate responsibilities and duties, thereby brining a alteration in the internal construction of the organisation. Some of these jobs of flexibleness, squad work, service understandings, public presentation etc were faced by the directors of good known trade name of Hilton Hotel. Human resource planning should be done in a proper and organized manner based on rules and actions so as to give the coveted consequences. Harmonizing to me, the Hilton hotel should be divided from the hierarchal degree of organisation to a semi independent one, in which single units will be responsible for public presentation in their country of work. I am certain this will decidedly bring forth good consequences to run into the client satisfaction and better employee direction dealingss. The first and first function of human resource planning is forces be aftering. This is an built-in portion of any human resource planning ; this involves make up one’s minding on the places that are vacant and to be filled up in future. They predict all the places from a clerk to direction degree. This happens when the organisation plans to diversify its concern or start with a new watercourse of concern.

Hilton hotel which operates as both for holiday and trade intent has a good name and celebrity.

To make full the vacancies the HR section has to maintain three things in head:

1. Forecast Personnel demands

2. Internal supply of campaigners and

3. External campaigners

2. 1 Forecast the demand

To get down with the forces planning of this new subdivision we would make the demand analysis of the assorted offices in the hotel. They are:

Human Resource Office – At the top we will hold the human resource director who will be responsible for taking the cardinal determination of the organisation. He will be assisted by the helper director who will take attention of the major dealing and will hold a secretary under him. We will besides hold an officer responsible for enlisting at initial stage. The HRM will besides hold a personal officer lead by personal supervisor.

Finance Department ( 8 staff ) – the finance section looks after the recognition, audit related activities of the organisation. At the top we would hold a main comptroller who is the caput of the section. Under him will come three caputs, Credit officer, account ‘ s officer and system coordinator. The recognition office and the history ‘ s officer will hold recognition supervisor and internal hearer severally. These two will hold helpers under them for aid and to help them in their work

Selling Manager – selling officers, communicating specializer and selling executives.

Food & A ; beverages section – Banquet director, eating house director, helper directors, hostess, stewards.

Kitchen – Head Chef under him will be the junior chef. The chef will consist of forte ad sous chef along with the helpers.

Laundry – Director, wash supervisors and helpers to function the clients.

House maintaining staff – Executive house keepers, floor supervisors and room attenders.

Front desk officers would consist of:

a. responsibility directors, b. bell male childs, c. Airline representative, d. Guest coordinator, e. telephone operators.

Development office

installation planning and care ( 11 staff ) – in this we will hold two caputs, they are:

Chief security officer under him will be the responsibility director, preparation director and the supervisors. They would farther be assisted by clip keeper, adjunct preparation director and security forces severally.

Chief care officer – this will be assisted by preventative care director, breakdown care director and prognostic care director.

Now, to project the figure of employees needed to make the undertaking and the sum of gross that will be generated by them, the organisations use techniques like ratio analysis and tendency analysis. In tendency analysis, we normally take the last 3-4 old ages of employment informations of an organisation to foretell the employee position at the terminal of each twelvemonth. This will assist us in initial hunt of how many people worked for how long in a section. We do this analysis to find the tendency in an organisation which may go on in future. The other method is ratio analysis, in which prognosis is made on the footing of gross revenues volume generated and employees required for that. The ratio would automatically alter due to alter in gross revenues variable. Today, this technique of calculating the forces needs is widely used by the human resource planning ( Taylor, S. 2004 ) . Most of the organisations would wish to make full the places by utilizing their internal campaigners. For this the HR would wish to cognize their making and their accomplishments to prove if they can suit in the profile good. All this information is tracked in the computing machine database when the campaigner starts working wit the organisation. If the Human Resource feels that the internal employees do non fulfill the status they would wish to travel towards the external campaigner for make fulling up the place. For this the HR would hold to understand the supply of external campaigner this information can be drawn from both print and electronic beginnings. ( Price, A. 2000 ) .

Human resource planning identifies how organisation should travel from current employee place to the desired one. It forecasts the demand for the employees and be after how many people are needed and how the vacant seats to be filled in. So, human resource planning purposes at carry throughing short and long term ends of the organisation.

3. 0 Human Resource Models

3. 1 Application of Harvard theoretical account of HRM to Hilton Hotel

Harvard school lays accent on the function of the general directors who can really convey upon a alteration in the working environment, so as to do it competitory and achieve the ends of the organisation. They are 1s who can change the HRM policies in a manner that benefits both the employees and the organisation. As per this theoretical account, Hilton Hotel should inquire the line directors to take up the duty to change the schemes in a manner that suits the forces demands and besides meets the ends of the organisation. Second is that the employees should put up policies so as to accomplish the ends. So, it is a theoretical account that is based on the common involvement of the forces and the direction. It comprises of six components:

Stake holder involvements



Employee groups




Situational factors

Business scheme

Management doctrine

Labour market

Workforce features


Laws and societal values

HRM policies and pick

Reward system

Work system

Employee influence

Human Resource flow

Human Resource results




Cost effectivity

Long term effects

Individual wellbeing

Organisational effectivity

Social wellbeing

Situational factors are either external or internal to an organisation and may act upon the HR policies. They are direction doctrine, forces features, market ordinances and societal values. These factors influence the direction in finding the HR scheme. The HR of the Hotel should develop schemes in a manner that benefits both the organisation and the employees by carry throughing their demands.

The HR policies and determinations should be based on the involvement of non merely the stakeholders but besides the forces, organisation and the trade brotherhood. Hilton hotel should develop policies to promote employees from the forepart desk to the finance directors to give quality services to maintain concern traveling.

HRM policy picks are made by the direction together with the HR. The determinations made should maintain in head the interaction between the restraints and picks. The policies should be designed in such a manner that the employees feel motivated. Hilton Hotel should develop advanced and originative schemes to convey in betterment in the work quality and remain competitory by incorporate engagement of line directors and HR in planing the policies.

HR results are the employee committedness to accomplish the organisations end and nonsubjective. Hilton Hotel will originate employee ‘ s function in determination devising procedure. So that they feel a portion of the household.

Long term effects can be seen in persons who give them a sort of satisfaction and alleviation of difficult work and success. In organisation, long term effects are effectivity of the organisation ‘ s working in accomplishing the ends. From the society ‘ s point of position, the end of employment and service is achieved.

Feedback cringle shows that it is a two manner theoretical account between the stakeholders and the forces.

The theoretical account states the following four C ‘ s which of import elements of HRM Model for Hilton Hotel are based on:

Congruity of the HR issues into programs. The organisation should play an effectual function in change overing the HR aim into Organization ‘ s end and do certain that everyone adheres by it. It besides gives the duty to the directors to take determinations maintaining in head the HRM point of position.

High Committedness of employees towards organisation ‘ s end. The forces should change their attitude and behaviour in a manner to accomplish organisation ‘ s ends and aims.

Competence to accomplish the coveted accomplishments, abilities to crush others. To bring forth quality merchandises and services.

Cost effectivity by conveying in flexibleness in operation and conveying on a alteration in organisation with a alteration in engineering and clip.

3. 2 Application of Guest theoretical account of HRM to Hilton Hotel

David Guest lays down the undermentioned four ends that contribute to the HRM theoretical account:

Strategic Integration of the HRM issues while explicating strategic programs. The organisation should do certain that the directors play an effectual function in the determination devising procedure. The HR should organize and look into the jobs of employees in different Fieldss like forepart desk, care, nutrient and drink, kitchen etc. To understand the demands and wants of this group of people and develop schemes.

Attitudinal and behavioural committedness to organisation ‘ s end. To model oneself consequently to altering concern environment. The several caputs of the different sections should seek to alter the behaviour of the workers in a manner which will lend to the hotel ‘ s end and development.

High quality to be reflected in the goods and services produced. The service by the servers, barmans, floor staff and house maintaining should be of best quality which will pull clients in future. Besides, quality to be seen in the employee direction who are good qualifies, with etiquettes which is really of import in Hotel and providing industry.

Flexibility to alter with the alteration in the concern universe. To set to the altering demands and wants of the people ( Jackson, S. & A ; Schuller, R. 1999 ) .

4. 0 Recruitment and Selection of response Staff

To enroll and choose the effectual employee is one of the hard undertakings for all direction maps. Harmonizing to the ( McGladrey, 2008 ) if companies hire the incorrect individual it may hold negative impact on the company ‘ s public presentation. Company may pass valuable direction clip for coaching, training and perchance ending the employee. It may besides increase the hazard of legal liability, with possible charges brought by the job employee. Company may be up to two times the one-year wage of the employee, in lost clip, inefficient operation of the hapless employee, and replacing cost. In this state of affairs companies need to hold a proper scheme and policy of enlisting procedure to maximise the opportunities of effectual hire and minimise other legal jobs. All the involved persons must hold the clear apprehension of the indispensable occupation maps, required making to execute undertakings and the cognition and preparation to carry on interviews that are both productive and lawfully sound. Recruitment and choice procedure has involved in 7 stairss.

Determine the vacancy

Job analysis

Advertise the vacancy

Review application and CV

Interview and choice

Obtain mention

Offer a occupation

Determine the vacancy

A vacancy arises. Sometimes this is due to the creative activity of a new occupation, on other occasions it may be because an bing member of staff has been promoted or is retiring.

Job Analysis

Jon analysis is the process through which you determine the responsibilities of these places and the features of the people who should be hired for them. The analysis produces information on occupation demands, which is so used for developing occupation descriptions ( what the occupation entails ) and occupation specifications ( what sort of people to engage for the occupation ) . In Relation with Hamilton Hotel, they are looking for a response staff, foremost of all they will analyse the individual specification for the occupation. For illustration Hamilton Hotel is an international trade name with luxury criterion among 80 states in the universe. If we look at them they need a individual who should hold several accomplishments:

Knowledge about office disposal

Understanding of international civilization

Team edifice

Analytic and job resolution

Decision devising accomplishments

Good communicating accomplishments both in English and local

Computer accomplishments

Time direction accomplishments

Be honest and trustworthy

Be respectful

Possess cultural consciousness and sensitiveness

Be flexible

Demonstrate sound work moralss

Job description lists the responsibilities of the occupation whilst the employee specification gives inside informations of the experience, accomplishments and abilities needed to transport out the occupation. For Hamilton Hotel Job description for response staff will be followed:

Job Title


Job Type

Full clip

Job Location





20 – 32years

Minimal Education

Bachelor ‘ s Degree in honor

Minimal Experience



25, 000 PKR to 30, 000 PKR

Advertise the vacancy

The vacant place demands to be advertised so that possible applier can go cognizant of that vacant place and so use. In relation to Hamilton hotel in Pakistan they need reception staff and for that intent they can utilize following ways to publicize the vacancy

Company web site

Because in Pakistan this is gona be the 1st beginning to allow vacant cognizant about occupation vacancy.

Print Media:

National intelligence documents ( Jhang Khabrien, The Down, etc )

Local intelligence documents ( Apna Lahore, etc )


External Agency

Employment bureaus ( AKS advisers, A2Z advisers etc )

Recruitment adviser

Education Liaison

Careers service

Student societies

Other media

Direct mail

Local wireless

Tele text


Internet ( recruitment web sites like roozi. com. pk )

Television and film

Professional contacts


Industry contacts

Other methods

Past applier records

Word of oral cavity

Review CVs & A ; Application Forms & A ; Shortlist

At this phase all the application signifiers and CVs are screened in order to place the best lucifer for the occupation vacancy. The application-screening procedure has attracted small research attending. In testing procedure the usage of choice methods varies more widely between organisations and between the sorts of enlisting. Organizations have different ways to take campaigners some use interviews, some will utilize psychometric trials, some will utilize work simulation or function dramas and some will utilize an appraisal Centre consisting a scope of techniques. ( Roberts, G, 1997 ) . In relation to Hamilton Hotel when they receive response from possible applier in the signifier if CVs and application signifier, they need to test in order to place appliers who best match the individual specification standards for response staff. In the terminal company will hold short figure of applications whom they interview in following phase.

Interviews & A ; Selection proving ‘ s:

Different companies use different techniques




Appraisal Centres

The intent of the occupation interview is for the employee and applier to cognize each other better by mean of inquiries and replies

There are three types of interviews

Telephone interview

One to one interview

Panel interview

For Hamilton Hotel it will be better if they do one to one interview to appliers because in individual is ever better since you can see what you are acquiring. Hiring ‘ blind ‘ is chilling ; some people attach batch of weight to a CV like ‘ foot in the door ‘ but its non needfully declarative of the individual as a whole, hence I must state phone interview will non be great for Hamilton as they have some personality factors in occupation description. Panel interview can non be arranged for response staff as it uses for high profile occupation vacancy. Being in a distant location Hamilton hotel should see the response staff before hiring. This is more merely for the employee ‘ s interest in happening out where we are ; hence one to one interview will be best suite. The one to one occupation interview is a test/conversation and both parties will stop the conversation with an sentiment. The interviewer: if the campaigner is right for the occupation and the interviewee: is the organisation is right for him/her.

Selection & A ; Testing

In some instances, the interview might non be plenty to take the most suited campaigner. Therefore, choice testing is done to place the applier ‘ s alone qualities such as leading, enterprise, communicating squad work and concluding accomplishments. We have some illustration trials include the undermentioned

Numeric trials

Psychological trials

Appraisal trials

Roberts, G ( 1997 ) describes psychometric trials have gained significantly in popularity in recent old ages, but are by no agencies platitude. Harmonizing to him trials can be either of ability or personality. Ability trials to mensurate specific aptitude such as, vocabulary, numeracy, spacial consciousness, typing velocity and truth. This trial frequently used for the clerical places. Personality trials are used o step the scope of personal features, values and attitudes which shape an person ‘ s beliefs and behaviours. In relation to Hamilton Hotel in Pakistan, they should set up personality trial for receptionist once they screened the staff. Because being a response staff, his/her more interact will be with clients where all personality features counts such as the manner you treat your client, managing clients, information you provide.

Obtain Mentions

Mentions are people who can vouch or give grounds in the applier ‘ s character. There are two types of referencing:

Professional mention

Academic Mention

In relation to Hamilton Hotel, it depends what sort of applier they have at the terminal to offer a occupation. Because they did n’t advert any experience in relevant field so if they have applicant such as fresh alumnus so for them company will obtain academic mention, such as establishment rule or professor. But in other instance if they get opportunity to hold experienced applicant in relevant field so company will obtain professional mention. Because professional mentions are people who can supply information about person ‘ s occupation public presentation and suitableness for employment.

Job offer and initiation

If the feedback from mention is positive, so the applier is sent a occupation offer missive corroborating the place. Company will name the successful staff and arrange initiation preparation. On initiation twenty-four hours freshly recruited staff will be introduced to other co-workers and acquire his/her occupation duties, etc.

5. 0 Training and Motivation

Training and actuating employees is one of the best ways to retain employees for long. I believe that the preparation plan in the hotel can greatly act upon the success rate of the organisation. The preparation can be conducted so as to develop the employees as per the hotel criterions. The acquisition provided through preparation can really alter the behaviour and attitude of the employee towards working and they would besides experience motivated to larn more and execute better. Training is mandatory for all as it provides the necessary accomplishments to execute a peculiar undertaking. The preparation can be of different types, the first type of preparation is where the teacher trains the employees to make a peculiar undertaking to do it competitory and increase the efficiency and his public presentation. The other methods of preparation employees are by agencies of computing machine, it contains certain package ‘ s to develop the employees to work efficaciously and expeditiously. There are certain web sites of the company that aid in developing employees at easiness. An employee normally goes preparation when he is new to the organisation. Or it may be he is promoted at a higher degree so to brief him on the new responsibilities and duties he under goes developing for professional development ( Noe. 2008 ) In hotels, particular attempts are to be put in developing the staff. Because in hotel industry attempt and personal character affair a batch, developing plans are organized for the employees. But most of the times, the employees are non able to give the coveted result. To guarantee that the employees learn from the preparation plan, Hilton Hotel has labeled the undermentioned points:

acquisition should be linked to value for organisation and the employee. The employees of different sections should be trained good to bring forth greater concern for the Hotel.

Turning the acquisition procedure into action which will turn out employee preparation effectivity.

Directors or the trainers should be successful in altering the attitudes and behaviours in the right mode so as become suited for the undertaking.

These rules if inculcated in the Hotel staff will give them desired consequences.

Following are the Training Methods adopted by Hilton Hotel:

On the occupation developing – this preparation technique is application for all the degrees of employment. All the employees undergo on the occupation preparation to get the necessary accomplishments and cognition to execute the undertaking efficaciously. In this type of preparation, the employees are trained while working on the occupation. This method of preparation is cost effectual as the employees are trained while bring forthing. This signifier of preparation is effectual in larning and gives instant feedback. Second, apprenticeship Training is another signifier of preparation, which is a combination of both on the occupation preparation and category room lectures. In this type of preparation, particular categories are conducted to develop employees. Job direction preparation is a measure by measure preparation process and helps in doing things clearer. Lectures besides turn out to be an effectual agencies as there is one on one interaction and the employee is supposed to listen and reply when questioned. The employee and the employer interaction make it rather healthy. Some of the effectual acquisition techniques are: ocular agencies in the signifier of artworks, slides, picture shows and the other is audile agencies by audio conferencing, sound effects, tapes and pictures etc ( Bohlander & A ; Snell. Pull offing Human Resources. USA )

The preparation is uncomplete if it lacks the motive to the employees. The employer can do preparation interesting and meaningful for the employee by supplying them realistic pattern. The trainees learn good when the trainer guides them and give feedback on every action. The employers should besides do an attempt to do the employees realize the demand for preparation. This can be done by demoing video tapes to the employees exemplifying the assorted bad incidents that are possible if the occupation is non handled decently. The employee preparation boosts the employees ‘ morale by giving him work satisfaction. As a consequence, the employee is motivated to work harder and harder. This increased efficiency towards work helps in company ‘ s fiscal addition, the company besides credits the employees by incentive programs to actuate them farther.

6. 0 Decision

It is truly of import to actuate the employees in order to retain them. They are the endurance off an organisation. The directors should utilize effectual agencies to actuate the employees since this procedure is complex. The directors can mention to motive theoretical accounts of Maslow hierarchy of demands and others to actuate the employees as motivated employees are the demand of the twenty-four hours. Today, employee keeping has become a cardinal challenge in the present concern universe. So, the line directors should develop schemes in such a manner so as to retain the efficient employees. I believe if we follow the right method of forces be aftering, we can salvage in cost by placing the demands and demands of the organisation before in clip. I besides believe that in this age of competition, production of high quality of merchandises at competitory pricing can merely give consequences which can be possible by following and practising good human resource direction theoretical accounts. Once the campaigners are selected they should be given appropriate preparation to make a peculiar undertaking to turn out themselves effectual for that. The preparation should be effectual plenty because it is the preparation that leads to better public presentation.

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