Hilton Hotels

Strategic human resources management at the Hilton				political instability are the eyesore of any business, if
hotels:				the political class do not conduct themselves with a
Introduction:				careful and a coherent mind may scare away tourists
Hilton hotel is a world acclaimed hotel, with a massive				who are the backbone of the hotel business.
base of customers. Hilton Hotels				Whenever the hotel strategizes to expand by opening
has over 2800 hotels with over fifteen thousand				resorts outside the country, then credit can only be
employees all over the world. The hotel has over forty				give to the management of the mother hotel, Hilton
eight thousand rooms and also owns brands of suites				Hotel has expanded in a tremendous way. The human
apart from the Hilton suites which include Conrad				resources strategy of the giant hotel has been careful
Hotels and Resorts, Doubletree, Embassy Suites				as to expand in areas where there is not only good
Hotels, Hampton Inn, Hampton Inn and Suites and Hilton				business but also potential talented workers who assist
Garden Inn among others.				in the running and flourishing of the business. Whenever
The role of strategic human resources in Hilton hotels				locals find that international companies has not
Hilton Hotels an internationally acclaimed as well as				imported talent , then they identify with it by visiting and
prestigious hotel has since time immemorial been				making good use of its facilities. This is an excellent
adopting policies that would make it ensure that it				strategy that The Hilton Hotels has implemented over
stays in business, the management has kept trends in				the years and therefore ensures that employees are
many areas and particularly in the department of				from the same country they invest.
human resources , it has adopted a human resource				Increasing Sales and Turnover
strategy just like any other incredibly managed				According to the Washington Post, an American daily
international organization. The following are the roles				publication, The Hilton hotels is one group of hotels that
that human resources have been played at the Hilton				has never had a problem with making profits. Hilton
Hotels all over the world.				hotels has been making good business through several
Efficiency				strategies that were identified included reducing
Employees at the Hilton Hotels are extremely efficient				expenses incurring as result of incompetent
in the delivery of services, the employees have been				employees who sometimes are a disgrace in business.
receiving training with an attempt to see to it that they				Hilton has been hiring employees who are competent
are seen to be efficient. Any guest visiting any of the				and this reduces expenses associated with
Resorts leaves no room to complain after having been				incompetent employees, the hotel also employs
served by the company's employees who are highly				employees who are loyal and those who do not
trained. While inside the hotels the customers are				engage in unethical behaviors that consume the
attended to by the employees, who are on duty during				expected profits. The Hilton Hotels has been making
the day and night.				profits all the time , this indicates that the strategies put
All the 48000 rooms are fixed with telephones				in place Human resource strategies have been
services just to ensure that the customers regardless				effective and have assisted the resorts in increasing
of the status are attended to as he or she wishes.				their sales and turnover and eventually higher profits.
Orders made at the hotel Are delivered with the				Reducing expenses
shortest time possible, this is mainly facilitated by the				Human resources department in any corporation gives
efficiency of the Chefs and the Waiters and the				advice to the senior management on how to reduce
waitresses.				expenses, particularly on the side of the workers;
The Hilton Hotel rooms are serviced daily and beddings				workers should be trained and retrained on how to
and other equipments serviced on a daily basis or				keep their expenses on the hotel minimal. The human
when need occurs. Each of the resorts have				resources department which is the body that is
swimming pools where these pools have trained life				charged with the responsibility of training the
saver attendants whose work is to ensure the safety				employees has to see to it that the employees
of the guests enjoying their stay and taking a swim at				understand the need to reduce expenses that they or
the pool, should any emergency occur, the attendants				the customers may incur and deemed unnecessary.
who are at the pools at any time of the day and night				The human resources department should be able to
attend to this and therefore reducing fatalities, a report				hammer the point to the employees and to the
on Five star Hotels in Europe showed that Hilton				customers that they stand to gain should these
Resorts was top three in Efficiency with less that				expenses be reduced. Hilton Hotel's human resource
sixteen percent accidents 2006.Hilton Hotels				management strategy is such that the expenses that
therefore maintains high levels of efficiency.				are unnecessary and that could be avoided by the
Customer satisfaction				employees are debited to them, this may seem harsh
There are several ways to know whether a customer				but it motivates the workers to sensitize the clients to
has been satisfied by the services and goods you are				a make good use of the amenities they provide .The
offering them, the aim of this findings is to ensure that				clients are also taught on how to utilize basic amenities
those customers coming back and also is to see				like water, electricity in a conservative manner and in
that customers responses are positive at all times.				this way the expenses are greatly reduced.
Customer's example tourists and government officials				Employee care
who visit various countries have been				Hilton hotels is good company to work in, according to
accommodated by Hilton Hotels.				Mark Watson a former employee of Hilton Hotels in
Various dignitaries including Presidents, ambassadors,				Europe, he stated that the strategy of the hotel in as
have developed the tendency of making sure that				far as their employees are concerned include, insuring
they are booked to Hilton Hotels wherever they go,				them against several covers like accident, offering
they shows that they have been getting satisfaction in				scholarships to the employees , travel plans for them ,
the process of being the guest of the hotels.				health schemes for the employees. These strategies
The human resources department in all the Hilton hotel				assist in making sure that the Hotels gaining employee
resorts have trained their employees to ensure they				loyalty, the employees cease from becoming a liability
impress their guests by way of ensuring that they are				to the hotel and they are converted to be loyal
handled with care right from the time they show up at				employees.
the reception with their luggage's being taken care of				Any company whose employees are loyal reaps
by attendants, and the Hotels have a policy of ensuring				immense benefits from that loyalty, loyal employees
that each guest is assigned to a particular hospitable				are also not easily poached by other competing
staff who attends to his or her need during the time				organizations and this is achieved by treating workers
period the customer stays at the hotel.				well, the hotel therefore puts a lot of effort in ensuring
The Hilton Hotel employee makes sure that their				that that company attains the goals that have been
guests are extremely impressed with the services				set. The company reaps dividends by rewarding the
offered at the hotel. This ultimately ensures that the				employees since they are the cornerstone of the
customers are satisfied with the services. The hotel				business.
staff also package foods in accordance with the				Technology
customers needs, for instance if a customer from				Technology is indeed imperative in running of any
Asia books a hotel in another continent example				business today. Businesses that want to stay top of
Africa, the staff of that hotel ensure that they have all				things have to embrace technology. Hilton hotels have
the ingredients of preparing the meal in Asian style				indeed taken in many technological inventions to see
once the customer checks in, the customer is				top it that they lessen the workload on their
therefore made to feel at home at all times during the				employees, example Customers wishing to visit any of
stay at the hotel.				the hotels have the leeway to make their bookings
Expansion of customer base				online, this makes it easier for the customer who
Any company is keen on seeing an increase in the				before the embracing of technology had to write
number of its customers since an increase in the				letters or make calls to make their bookings, some of
number of customers means that turnovers also go				the letters or calls never got through greatly
up. The Hilton Hotels has extensive strategies that				inconveniencing the potential clients and making the
ensure that its customer base keeps on increasing.				hotels lose a lot of money.
According to the Readers Digest, the Hotels' human				Hilton hotels have also adapted a way of hiring their
Resources departments work hand in hand with the				employees through the internet which they refer to as
public relations Department to ensure that incentives				Web based Solution, any potential employee has to
are put in place to attract new and permanent				have to meet the standards set out in the web. This
customers. Such incentives include organizing schemes				saves a lot of money and time for the hotels in
such as raffles for free trips to any customer who				recruiting new workers.
makes booking at the hotel at a given time.				Impact of the strategies:
The public relations department also ensures that it				The organizational culture of many companies, be they
follows up with most of its customers after they				local or international is that there are various
check out enquiring from them about the services of				departments .These departments are in charged of
the hotel, this ostensibly creates a feeling of care on				various tasks according to the training and expertise of
the customers and they will always want to come				those working in them. The impacts on the
back to Hilton, they are also likely to recommend the				organizational structure of the strategies that have
Hotels to other customers ,this ostensibly creates and				been embraced by the Hilton Hotels are numerous.
expands the customer base all over the world.				The benefits of adopting the strategies far outshine
Keeping in line with tradition				the demerits.
Hilton hotels has a rich tradition, some of the traditions				A company is able to merge many departments and
of the prestigious hotels include preparing meals in				have employees in the departments working for a
accordance with the location of the resort , for				common goal. The workers in the human resources
instance the meals prepared in Africa conform with				department and those from the public relations
then African Traditions, in countries or areas where				department of the Hilton Hotels map out strategies
some meals are a nuisance or offend the religious				together to see to it that the customers are satisfied.
principles of the inhabitants.				In as far as recruitment and retention of staff ,the
Hilton Hotels ensure that anything that is				group of companies having used the web based
unacceptable to the majority is not given prominence				solution where it is able to reduce the costs involved in
by advertising , this has endeared the Hotels to many				hiring , the risks when employees hired are
for instance in the countries where Muslims are the				incompetent are also cut .Therefore through the web
majority, pork and pork products prepared in the hotels				based program of hiring , the impact has been
are not advertised .This strategy is the brainchild of the				tremendous in a positive way which is likely to be
human resources department and the marketing				emulated by other international companies.
department, the Hr department hires personnel that				References:
are conversant with the trends of the inhabitants of				Ashford E. (1989) the experience of powerlessness in
the area this strategy is key in ensuring that the				organizations, journal of Organizational Behaviour, 43 (1)
traditions of the chain of hotels are maintained and the				207 to 242
customers are satisfied in a tremendous way.				Chiles M. and Zorn E. (1995) Empowerment in
Innovation				organizations, Journal of Applied Communication, 23 (1)
The Hilton Hotels is an international Company with				Human resource website (2008) about human
excellent employees who have a keen eye to				resource, retrieved on 17th July
innovation, they come up with strategies that ensure				Hospitality Europe(2008) the hotel industry, retrieved on
that hotel stays on top , and some of the innovations				17th July
include furnishing the rooms in a modern way making				The Hilton hotel website(2008) about the Hilton hotel,
sure that the customer's needs are met. Innovative				retrieved on 17th July,
employees of the Hilton hotels are rewarded or given				Kenexa (2008)The web solution, retrieved on 17th July
opportunities to further their innovation through				Kreisberg S. (1999) Transforming power Domination,
education in institutions that offer hospitality courses ,				empowerment, and education, University of New York
the innovative employee are also given opportunities to				Press, New York
meet and exchange ideas with other employees from				Philip Hardwick (2004) Introduction to Modern
other resorts .all These assist the Hotels to keep in line				Economics, Pearson Press, New York
with the requirements of the customers , the				Peffer and Velga (1999) Putting workers first for
requirements of the customers keep on changing and				organizational success, Harvard Business
can only be met by innovative and creative				School Press, Harvard
employees, the employees can only be maintained by				Rapport J. (1984) Studies in empowerment: Introduction
being handled with gratitude and further training just in				to empowerment, Beacon Press, Boston
the same way the Hilton hotels through Human				Readers digest( 1999) Secrets of Talent at the Hilton
resource strategy has been doing.				hotel, Gregory Sandburg, SA
Expansion				The Washington post (2008) Hilton international hotels,
Expansion of a business is a good sign that business is				retrieved on 17th July
doing just fine, when that business happens to be a				Thomas W. and Penthouse A. (1990) Elements of
hotel business which apparently is a very delicate				Empowerment: An Interpretive Model of Motivation,
business then it can only be concluded that the				Journal of Management, 15 (4) 666 to 681
management of the business is doing an incredible job.				Wilkinson A. (1998) Empowerment of employees:
Hotel business is a business that is faced with so				theory and practice, McGraw Hill publishers, New York
many risks, such risks include terrorism, bad weather				Youndt A.
mainly for those which are located near oceans and

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Hilton Hotels

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