Running Head: HUMAN RESOURCE MANAGEMENT AT HILTON Human Resource Management at Hilton Hotel2 human resource

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  • Running Head: HUMAN RESOURCE MANAGEMENT AT HILTON HOTEL

    Investigation of Human Resource Management Issues in the Hotel Industry: Case Study of

    Hilton Hotel in the UK

    [Your official name]

    [Degree Title], [university], 20XX

    Thesis Submitted in Partial Fulfilment

    Of the Requirements for the Degree of

    [Name of program]

    [Name of University]

    [Last month of quarter you plan to graduate] 20XX

  • Human Resource Management at Hilton Hotelii

    ABSTRACT

    The main purpose of this research was to identify the key human resource management issues

    within the hotel industry along with similar key human resource issues that Hilton Hotel UK is

    facing. The specific objectives of the study were to identify the factors affecting employee

    turnover at the Hilton Hotels, to examine the relationship between performance appraisals and

    employee turnover, to analyse the impact of performance appraisal system of Hilton Hotels on

    employee turnover and to offer recommendations to Hilton Hotels to design an effective

    performance appraisal system to reduce employee turnover. In order to achieve the established

    objectives, an inductive, explanatory and qualitative research design was used whereby the

    interview surveys were used. 5 HR managers working in Hilton Hotel UK along with 10 Hilton

    Hotel UK employees were interviewed. The purpose of this survey was to measure the impact of

    different factors, such as factors affecting employee turnover, performance appraisal feedbacks,

    and the subsequent impact of performance appraisal on employee turnover in the hotel industry

    and for Hilton Hotel UK. The study revealed a significant positive relationship between these

    factors and the effectiveness of performance appraisal and employee turnover. However, this

    study is limited in several ways. The findings cannot be generalised to include the entire hotel

    industry since the performance appraisal systems and practices of Hilton Hotel UK may be

    different. The sample size was also limited and only one organization was taken as a case study.

  • Human Resource Management at Hilton Hoteliii

    ACKNOWLEDGEMENT

    I wish to thank my _______________ who were generous with their knowledge and valuable

    time. A special thanks to [Insert Name] and [Insert Name] for their countless hours of reflecting,

    reading, encouraging, and most of all patience throughout the entire process. Finally I would like

    to thank my mentors, supervisors and teachers who supported and assisted me throughout this

    project. Their feedback made this research a truly valuable learning experience.

  • Human Resource Management at Hilton Hoteliv

    DEDICATION

    I dedicate this work to my parents, my family and all of my friends. I also dedicate this

    dissertation to all those who supported me throughout the process. I will always appreciate what

    have done, especially _________________ for _____________________. I dedicate this work

    and give special thanks to ___________________ and _________________ for being there for

    me throughout the entire journey.

  • Human Resource Management at Hilton Hotelv

    Table of Contents

    ABSTRACT .................................................................................................................................... ii

    ACKNOWLEDGEMENT ............................................................................................................. iii

    DEDICATION ............................................................................................................................... iv

    CHAPTER 1: INTRODUCTION ................................................................................................... 1

    1.1 Introduction ........................................................................................................................... 1

    1.2 Contextual Background ........................................................................................................ 2

    1.3 Organisational Background .................................................................................................. 3

    1.4 Research Problem ................................................................................................................. 4

    1.5 Aim and Objectives of the Research ..................................................................................... 4

    1.6 Research Questions ............................................................................................................... 5

    1.7 Rationale of the Study ........................................................................................................... 5

    1.8 Significance of the Study ...................................................................................................... 6

    1.9 Structure of the Research ...................................................................................................... 6

    CHAPTER 2: LITERATURE REVIEW ........................................................................................ 8

    2.1 Human Resource Management ............................................................................................. 8

    2.2 HRM: Past and Present ......................................................................................................... 9

    2.3 Issues in Contemporary HRM ............................................................................................ 11

    2.4 Employee Turnover ............................................................................................................ 12

    2.5 Reasons for Employee Turnover ........................................................................................ 12

    2.5.1 Causes of Employee Turnover in Hospitality Industry................................................ 13

    CHAPTER 3: RESEARCH METHODOLOGY .......................................................................... 16

    3.1 Research Paradigm.............................................................................................................. 16

    3.2 Research Approach ............................................................................................................. 17

    3.3 Type of Investigation .......................................................................................................... 18

    3.4 Research Design.................................................................................................................. 18

    3.5 Research Strategy................................................................................................................ 19

    3.6 Sampling Method, Technique and Sample Size ................................................................. 19

    3.7 Data Collection and Analysis.............................................................................................. 20

    3.8 Accessibility Issues and Ethical Considerations ................................................................. 20

    3.9 Research Limitations .......................................................................................................... 21

    CHAPTER 4: CONTENT ANALYSIS ........................................................................................ 22

    4.1 Factors Affecting the Employee Turnover at Hilton Hotels ........................................... 22

  • Human Resource Management at Hilton Hotelvi

    4.2 Challenges in Performance Appraisal at Hilton Hotel .................................................... 24

    4.3 Fairness, Objectivity, and Employee’s Perception of Performance Appraisals ............. 25

    4.4 Outcomes of an Effective Performance Appraisal .......................................................... 27

    4.5 Discussion ....................................................................................................................... 29

    CHAPTER 5: CONCLUSION AND RECOMMENDATIONS .................................................. 30

    5.1 Conclusion .......................................................................................................................... 30

    5.2 Future Implications ............................................................................................................. 33

    5.3 Recommendations ............................................................................................................... 34

    References ..................................................................................................................................... 36

    Appendices .................................................................................................................................... 41

    Appendix A: Interview Questions ............................................................................................ 41

  • Human Resource Management at Hilton Hotel1

    CHAPTER 1: INTRODUCTION

    1.1 Introduction

    With the evolution of the global economy and the overall prognoses in terms of the

    business dynamics, the concept of multitasking has taken centre stage. Fundamentally, managers

    and owners of organizations are expecting more of their employees and incr