...function in delivering service quality to the Hilton Group. “The principles of HRM today are people-first, high-performance and high-commitment” RDI (2012) Module 8, Managing the Human Resources - Introduction "Human resource management is responsible for how people are treated in organizations. It is responsible for bringing people into the organization, helping them perform their work, compensating them for their labors, and solving problems that arise" (Cherrington, 1995, p. 5). HRM can also be considered as a strategic and comprehensive approach to managing people and the workplace culture and environment. The Effective use of HRM enables employees to contribute effectively and productively to the overall company direction and in so doing achieve competitive advantage. Every organization business strategy is driven by numerous factors. Some of these may include external market factors, organizational factors which may include core competence and also people focusing factors. HRM must be explicitly aligned to support the organizations strategy in order to achieve success. In today’s fast grown organization, every successful company should pay utmost attention to HRM and its effective role. In paying attention to HRM, we focus on people, where people are said to be the most valuable resources. In this case we will see the effective role HRM played in attaining the needs of the developing, this changing organization, Hilton Group plc. In todays business economy organizations...
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...MANAGEMENT INFORMATION SYSTEM ANALYSIS ON THE PAST AND THE FUTURE OF HILTON HOTELS Spring Semester, 2015 1. EXECUTIVE SUMMARY In this report we analyze Analysis on the past and the future of Hilton Hotels. The first part of the report concentrated on the literature review about Hilton Hotels’s background, followed by analysis of the past and the future of Hilton Hotels in the second part. In order to create linkages, we chose the core related their strategy in Hilton Hotels like OnQ and Customers Really Matter (CRM). 2. LITERATURE REVIEW Hilton was the most internationally recognizable name in the lodging industry, in large part due to the role that the Hilton family had played throughout its history. The company went public under the name Hilton Hotels Corporation in 1946, with a portfolio of 15 properties in 11 states. A strong commitment to economies of scale was made in 2000 with the acquisition of Promus Hotel Corporation, a transaction that pushed Hilton close to the 1,700 properties mark. Promus Corporation originally incorporated as Holiday Inns of America in 1954, focus on franchising and managing brands after selling its Holiday Inn division in 1990. In 2005 Hilton Hotels bought back Hilton International, bringing about 400 Hilton properties into the fold. Organic growth also continued, and in September 2006 Hilton announce the opening of the 1,000th hotel in North America since the acquisition of Promus. Poised to break the 3,000 properties mark, with a presence...
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...Hilton Hotel Corporation The Hilton Hotels Corporation, one of the leading international companies in the hospitality industry started with a humble beginning in 1919, when Conrad Hilton bought the first of what would later become an international chain of hotels and resorts, revered by competition and valued by customers, for the high quality of hospitality and leisure services provided as well as original hotel and travel concepts presented. With an international portfolio of 9 hotel brands that extends to up to 79 different countries worldwide, the Hilton hotel corporation has more than 3,400 hotels spanning the globe and approximately 22 million guests across all nine brands owned by Hilton. The goal Hilton aspires to achieve however is to be the first choice of guests, team members and owners alike, the paramount global hospitality company, which is reflected solidly within the company’s core values which are the drive of the corporation’s team members. H HOSPITALITY I INTEGRITY L LEADERSHIP T TEAMWORK O OWNERSHIP N NOW (Hilton worldwide, 2009) Through creating exceptional guest experiences, Hilton was able to ensure that each customer is made to feel valued. Challenges However, with an increasing number of competitors in an aggressive and quite competitive market, A diverse number of properties in 79 around the world, each with unique cultural norms and traditions and a changing hospitality market, due to the increasing bargaining power customers...
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...performance appraisals. Human Resource Specialist Critical to an organization the yearly performance review ensures the mutual needs of the employee and organization are being met. The first step is to have a legal performance review process; the second step is to design a standard form for the appraisal. The first performance review should be scheduled for 6 months are the employees begins and every year after; the performance review should be no surprise to the employees because a meeting was held to initiate the process. The fifth step is to allow the employee to suggest feedback about their job description; the sixth step is to document the input of the appraiser with job descriptions and performance goals. The seventh step is to hold a performance appraisal meeting to exchange feedback; the eighth step is to update and finalize the form. One thing the appraiser has to keep in mind is that any issues should be dealt with right away and should not wait until the meeting (Guidelines to Conduct Employee, 2012). Fortune magazine complies a list annually of the top 500 U.S. corporations in the Fortune 500. These companies are ranked by their gross revenues with the first list published in 1955. This list includes public and private companies with public available revenue data. Many Fortune 500 companies use a performance and talent management software firm launched by Lars Dalgaard in 2001 called Success Factors. Dalgaard had a vision of employees who were inclined to...
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...HILTON HOTELS : BRAND DIFFERENTIATION THROUGH COSTUMER RELATIONSHIP MANAGEMENT Case Summary Hilton Hotel merupakan waralaba bisnis perhotelan terbesar di dunia. Beroperasi pertama kali pada tahun 1919 di Mobley Hotel Cisco, Texas yang didirikan oleh Conrad Hilton. Dan pada tahun 1946 dikenal dengan nama Hilton Hotel Corporation. Dimana Target pasar yang dibidik oleh Conrad Hilton pada mulanya adalah para penambang batu bara dan orang-orang yang bepergian dan harus pulang pergi di perbatasan New Mexico, dimana ia mengerti benar kebutuhan akan tempat tinggal sementara bagi mereka (hotel). Kini, hotel hilton telah berkembang pesat dan usaha perhotelan Hilton memiliki 185 hotel di Amerika Serikat dan 75 Hotel di 50 Negara. Kini segmentasi target pasar perhotelan Hilton mencakup dari segala hal. Dari para pekerja yang melakukan perjalanan bisnis, orang-orang atau keluarga yang melakukan perjalanan wisata bahkan orang-orang untuk kelas atas. Dan dari berbagai macam gender, daerah asal, gaya hidup dan ras. Major Segmentasi Pasar Hotel Hilton : Geographic Segmentasi : Perhotelan Hilton berada di ± 50 Negara. Karena hiltons merupakan bisnis waralaba perhotelan dimana investor dapat membeli merk dagang perhotelan tersebut dimanapun ia berada. Sehingga cakupan geographic hotel hilton sangat luas. Demographic Age : 18 tahun keatas. Paling tidak hingga mampu memiliki identitas diri dan mampu melakukan pembayaran terhadap kamar hotel tersebut. ...
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...Management5 Hilton UK6 The workforce6 Recommendations8 References9 Introduction An organization is a unit consisting of people structured in a particular manner and managed so that they could achieve one particular goal. It is basically a system of coordinated activities of a number of people together. Organizations have different structures that create positions and determine different members, positions, activities and relationships. How jobs need to be assigned, responsibilities and authority to be given to carry out different tasks. Organization is usually set up in different manners as to achieve their target. An organization structure helps it to excel and achieve those targets, if the structure is not correct it can play a major role in hindering the progress of the organization. It is structure of an organization that ensures that the organization will work smoothly as per the intentions. It is something that needs to be decided in the early development of organization as it is a way to maximize and enhance the efficiency and profitability of the organization. By defining a structure; the lines of authority in an organization are cleared hence helping to know who has what responsibilities. (Business dictionary, 2012) By taking under consideration Hilton Hotel UK, we can explain what their business management is all about. There are a few different types of organizational structures that we are going to highlight and find out which structure Hilton hotel follows: ...
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...Evaluatie case volgens mij. Structuur: 1. Bottom-line evaluatie 2. Evaluatiecriteria 3. Argumentatie 4. Actieplan Vragen: * Callcenters daadwerkelijk efficiënter en kostenbesparend? Merk differentiatie t.o.v. concurrenten opgeleverd? * Groei: gestandaardiseerde of targeted aanpak? * Evalueer het Customers Really Matters initiatief van Hilton Hotels. Hoe succesvol is dit project? * Hoe zou u het management van Hilton adviseren ten aanzien van verdere investeringen in Customer Relationship Management (CRM)? Is het noodzakelijk om verdere investeringen te doen of is het simpelweg voldoende om de status quo te handhaven? Welke aspecten van Hiltons CRM toepassing zou u willen verbeteren, en hoe zou u dat doen? Diversificatie, groei, verschil in klantenwaardering; maar toch dezelfde treatment. Wat ze goed doen is aansluiten bij de strategie. CRM systeem is geen doel op zich, maar een hulpmiddel. ‘relentless focus on measurement, executive championship, employee training and empowerment’ is de aanpak geweest om CRM in het Hilton DNA te krijgen. Doelen voor de best guests waren: 1. Recognition, 2. Personalisation, 3. Service recovery, 4. Customer analytics. Daarvan afgeleid: speed up reservation process, increase service quality en enable cross selling. Probleem is dat rigide wordt als company groeit. Voorbeeld: 50% gasten met pre-assignment kost flexibiliteit. Daarnaast is een probleem met pre-assignments dat reguliere gast-voorkeuren niet persé te allen...
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...as, compromises of commercial organisations that specialise in providing accommodation, food and drink through voluntary exchange, and highlighted that the issue of human exchange is a hart of the hospitality concept. Barrows and Powers (2009) have pointed out that hospitality industry includes hotels and restaurants and other kinds of institutions that offer shelter or food or both of them to people away from their homes. Research conducted by Hayes and Ninemeier (2009) have stated that hospitality industry has often been described as a people business. Hospitality industry is UK’S fifth largest employer and plays vital role in UK industry, employing more than 2.4 million people. Hilton Hotels Corporation is the leading global hospitality company with more than 3,000 hotels in over 74 countries (Hilton Worldwide; 2012). Understanding group behaviour in an organisational environment is a challenge and great managerial tasks. A leading author, Mullins (2007) has pointed out that organisational behaviour is concerned with study of the behaviour of the people within organisation. In his research Singh (2007) argued that organisational behaviour is a way of thinking and it is directly concerned with understanding, prediction, and control of human behaviour and application of knowledge in the organisation. Following, Fox (2006) has stated that organisational behaviour refers to people behaviour in the groups within the working environment and the behaviour at the organisational system...
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...HOTELS CORPORATION AND HOW IT RELATES TO COMPETITION WITHIN THE HOTEL INDUSTRY Table of Contents EXECUTIVE SUMMARY 1 EXTERNAL ENVIRONMENT ANALYSIS 3 General Environment 3 Demographic Segment 3 Technology Segment 7 Economic Segment 11 Political / Legal Segment 14 Socio-cultural Segment 16 Nature Segment 18 Global Segment 19 Industry Environment 21 Intensity of rivalry 21 Supplier power 22 Buyer Power 22 Threat of substitutes 22 Threat of new entrants 23 Competitor Environment 23 Introduction 24 Future objective 25 Current strategy 26 Capability 28 Assumption 30 Driving Forces 31 Economic growth 31 Globalization 31 Technology 32 Room Service Remodeling 33 Go green 33 Key Success Factors 34 Multiskilled and flexible workforce 34 Franchising 34 Quickly adopt new technology 35 Strategic Group Map 35 INTERNAL ENVIRONMENT ANALYSIS 39 Resources 39 Tangible resources 39 Intangible resources 41 Capabilities 44 Core Competencies 45 Brand Development: 45 Golden Passport Membership 47 Making Meeting Easy 47 Distinctive Competencies / Four Criteria Test 48 Supply Chain 50 Inbound Logistics 50 Operations 52 Outbound Logistics 54 Marketing and Sales 56 After-Sales Service 58 Weighted Competitive Strength Assessment 59 Financial Report 63 Profitability Ratios 64 Liquidity Ratios 67 Leverage ratios 69 Efficiency Ratios 71 Revenue Per Available Room 73 Pro Forma 75 SWOT ANALYSIS...
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...accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities of reception service staff of an organization of your choice (Merit M1) Front office and accommodation services are divided into different departments and have several functions (Lewry, 2012, p.2). For example, Hilton Garden Inn Luton North is a hotel and restaurant located in the United Kingdom. The front office has several duties and different departments. The duties depend with the...
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...BUSINESS ETHICS Student’s Name: Ce Wang Student’s ID: 1226656 Instructor’s Name: Peter Goalby Course Name: New Advances In Business University Of Bedfordshire Date Assignment is due: 20/03/2015 Abstract Business ethics looks at whether the company is heading in the right course by adhering to the various factors such as integrity, fairness and reliability. The ethics set up by the organization plays a vital role in the hiring process and the business management practices. Running an ethical organization is vital in financial matters and in creating the morale and loyalty of the personnel. Ethics are also relevant to the business as it ensures that there is ethical behavior among the workers in the organization. Ethics are also relevant to the business as it aids in creation of an ethical organizational culture. Most of the organizations when posed this question believe that it is the employees who are chiefly responsible for ensuring that their work meet the ethical considerations. However, the employees are not the only ones responsible for business ethics, the employees need support from the management or from the employer. This paper has a look at the ethical issues surrounding the steel manufacturing industry and the Healthcare industry. It also looks at the relevance that ethics have on business, sustainability and corporate responsibility. The paper also looks critically at the connection of business ethics to the organizational culture. Lastly, it...
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...Tenrack is a fairly large manufacturing company located in the southern United States. The company manufactures tennis rackets, tennis balls, tennis clothing and tennis shoes. All products bearing the company’s distinctive logo, a large green question mark on a white flocked tennis ball. The company’s sales have been increasing over the past 10 years. The tennis rackets division has recently implemented several advanced manufacturing techniques, such as robot arms hold the tennis rackets in place while the glue dries, and machine vision systems check for defects. The engineering and design team uses computerised drafting and testing of new products. The following managers work in the tennis rackets division: Jason Dennis, Sales Manager (supervises all sales representatives) Dave Marley, Cost Accounting Manager (supervises cost accountants) Kevin Carson, Production Supervisor (supervises all manufacturing employees) Sally Renner, Engineer (supervises all new-product design teams) REQUIRED a) What are the primary information needed by each manager? Give examples. (5 Marks) b) Which, if any, financial accounting report(s) is likely to be used by each manager? Explain. (3 Marks) c) Name one special purpose management accounting report that could be designed for each manager. Include the name of the report, the information it would contain, and how frequently it should be issued. (7 Marks) [TOTAL 15 MARKS] Grading Rubrics for Assignment Question 1: (5) (4) ...
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...S w 9B05M035 MAJESTICA HOTEL IN SHANGHAI? Jane Lu prepared this case under the supervision of Professor Paul W. Beamish solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality. Ivey Management Services prohibits any form of reproduction, storage or transmittal without its written permission. This material is not covered under authorization from CanCopy or any reproduction rights organization. To order copies or request permission to reproduce materials, contact Ivey Publishing, Ivey Management Services, c/o Richard Ivey School of Business, The University of Western Ontario, London, Ontario, Canada, N6A 3K7; phone (519) 661-3208; fax (519) 661-3882; e-mail cases@ivey.uwo.ca. Copyright © 2005, Ivey Management Services Version: (A) 2005-12-02 On March 20, 2005, Richard Roy, executive vice-president of Majestica Hotels Inc., was in China, for negotiations with Commercial Properties of Shanghai Limited (CPS). They were discussing a possible management contract under which Majestica would be the operator of a new luxury hotel there owned by Shanghai Industrial Holdings. Majestica Hotels Inc. was one of the world’s leading operators of luxury hotels. The expansion into mainland China had been on management’s agenda since 1999. The opportunity emerged in late 2003 when a close...
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...MAJESTICA HOTEL IN SHANGHAI? On March 20, 2005, Richard Roy, executive vicepresident of Majestica Hotels Inc., was in China, for negotiations with Commercial Properties of Shanghai Limited (CPS). They were discussing a possible management contract under which Majestica would be the operator of a new luxury hotel there owned by Shanghai Industrial Holdings. Majestica Hotels Inc. was one of the world’s leading operators of luxury hotels. The expansion into mainland China had been on management’s agenda since 1999. The opportunity emerged in late 2003 when a close friend of Majestica’s chief executive officer (CEO) revealed that CPS was looking for an operator for its new luxury hotel under construction in Shanghai. Majestica immediately sent representatives to Shanghai to explore the possibility of becoming the operator. Majestica’s proposal was welcomed by CPS, and a letter of intent was signed on August 20, 2004. However, in discussions regarding the management contract, the two parties had reached a deadlock. The key issues to be resolved were the contract term, and the responsibilities and rights of Majestica as the operator, and CPS as the owner, of the hotel. This Shanghai deal was important for Majestica’s global expansion. It would not only provide Majestica with the opportunity to enter the China market but could also set a precedent for Majestica’s future expansion in other emerging markets. MAJESTICA HOTELS INC. Majestica was founded in 1970 in Western...
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... Selected 2014 property openings include (from top to bottom, and left to right): Hampton by Hilton Istanbul Kayasehir; DoubleTree by Hilton Hotel and Residences Dubai – Al Barsha; Embassy Suites by Hilton Santo Domingo; Homewood Suites by Hilton New York Midtown Manhattan Times Square – South, NY; Hokulani Waikiki by Hilton Grand Vacations Club; Diplomat Resort & Spa Hollywood, Curio Collection by Hilton; Hilton Garden Inn Astana; Waldorf Astoria Amsterdam; Home2 Suites by Hilton Sioux Falls/Sanford Medical Center, SD; Conrad London St. James; Hilton Al Hamra Beach & Golf Resort. Cover photo: theWit – A DoubleTree by Hilton AT-A-GLANCE As the world’s largest and fastest-growing global hospitality company, Hilton Worldwide builds on a century of excellence as the strength of our brands and the power of our innovation continue to drive guest satisfaction, increase loyalty and support one of the foremost unit growth stories in the industry. We strive to spread the light and warmth of hospitality that keeps guests, team members, owners and stockholders returning for more. UP 7.1% (1) 1 Ranked Margin growth – Adjusted EBITDA margin increase 190BPS to 36.8% (2) Net unit growth System size, pipeline & rooms under construction 715,000 Rooms UP 6% or 36,000 ROOMS (3) $2,000 (4) # UP 13.5% $2,500 Award-winning brands Hilton HHonors members Bottom line – Adjusted EBITDA DOLLARS IN MILLIONS 12 44 Million ...
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