Hilton Hotel: Employee Skill Enhancement and Performance Management

This report delves into the crucial aspects of employee skill enhancement and performance management within Hilton Hotel. It begins by assessing the current workforce skills and proposes strategies for enhancing employee competencies through various learning techniques and performance assessment systems. The report emphasizes the importance of employee skills, highlighting visual learning, experiential methods, and hands-on training. It also explores personalized development plans, performance metrics, and expanding job roles to foster skill development. Furthermore, the report analyzes different performance management approaches, including comparative, result-based, and quality-based methods, advocating for a quality-based approach to align employee performance with organizational goals. Motivation, appraisal methods, balanced scorecards, and coaching are discussed as key tools for effective performance management. The report concludes by stressing the importance of adhering to employment laws and providing recommendations for Hilton Hotel to optimize its employee skill enhancement and performance management strategies.

Running head: EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Employee skill enhancement and performance management of Hilton hotel
Name of the student
Name of the university
Author Note

1EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................3
Recommendations............................................................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................13

2EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Executive Summary
The aim of the paper is to develop and assess current workforce skills in the organization, Hilton
Hotel and developing a strategy to enhance the employee skills and competencies. This strategy
is developed by discovering various learning techniques and the performance assessment system.
The report considers certain key concepts of employee skill enhancement and their management
of performance followed by their recommendations.

3EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Introduction:
This report aims to develop the analysis of the possible training, learning and
development strategies to enhance the employee skills of the chosen organization. The chosen
organization for the report is the Hilton Hotel and Resort. It is a global brand, originally formed
by Conrad Hilton (Jobs.hilton.com, 2019). This report will be submitted to the management team
of the organization regarding the various training methods for enhancing the employee skills and
performance. The analysis would be done by taking into consideration various learning
techniques and methods, strategies and performance management system.
Discussion
Employee skill is the most important part of the organization. During this training
process, they absorb and gather all the required knowledge. Employee skills can be defined as
the required knowledge of the subject for functioning in a work environment. This paper tends to
analyze the issue of skill development and training of the employees of the Hilton Hotel. There
are various methods and technique present for the development of the employee skills. The
importance of learning is adaptation of the new knowledge in order to solve the problem with
higher efficiency (Lombarts 2018).There is various teaching method which leads to the effective
learning of the employees. The first method is “visual learning”; some employees are one who
is receptive to visual and audio earning. The company should arrange for audio classes for the
employees to learn about the organizational working( Hopkins 2015).The second approach is the
“ experience method” which is the practical experience methods where the employees are given
the chance to experience by having firsthand experience(Albrecht et al, 2015). The first method
is discussed by Dong et al (2017), the issue of training of the employees in order to develop the

4EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
employee skill is too generate enthusiasm among them for creativity. This is duty of the leader or
a trainer is to have to a transformational leadership. The first training process should be based
on the estimating and analyzing the individual skills and developing them through team
knowledge sharing. This process of learning makes the training process more interactive and
engaging for the employees.
Secondly, the “Hands on training” method is one that gives the employee chance to
develop active participation in whatever they are learning. This approach is preferred by almost
52% of the employees of the global organizations. The human resource management of the
Hilton Hotel and Resort should focus on the hands-on training method for developing the
employee skills of the company (Albrecht et al, 2015).
Thirdly, in case the company has lack of access for in-person training, it can adopt
computer based e-learning method(Albrecht et al, 2015). The advantage of this method is that it
can easily assess the present skill of the employee on a scale of 500 to determine the required
level of development for the employees. This not only reduces the burden on company for
training each individual in person, it can also prove to be extremely efficient for the employees
to gain knowledge through the computer based learning. Lastly, the organization has to ensure
that there are proper coaching and mentoring available for them so as to assess the entire skill
development training program and provide with an annual report of the skills management of the
system(Albrecht et al, 2015).
Employees are the backbone of the organization. Their skills and competencies will
determine the company’s success or failure in future. Hence, to enhance their competencies
and skills, the organization should focus on certain factors. There should be certain concentrated

5EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
effort the development of particular strategies necessary for the development of their
competencies. The first strategy should be the development of a “personalized development
plan” (Tracey et al. 2015). One, every individual employee can contribute to the productivity of
the company in some way or the other. Hence, there should be personalized development plans
which can identify the employee’s strength, weakness and their area of expertise. On the basis of
this personalized assessment, the organization should develop a career plan for their future
growth and prospect (Tracey et al. 2015). This will give the managers a better chance to polish
the already existing competencies and skills of the employees by adding some new set skills
required for the better productivity of the company.
Secondly, the company should develop a strategy to measure the performance of the
employees. This is the performance metrics required to analyze the achievement of the targeted
goals of the company. This strategy is the most important measure to indentify the problem areas
of the employees and their required developments.
Third and most important strategy to develop the employee’s competencies by
expanding their job forte (Tracey et al. 2015). It is always advisable for the company to assign
job profile to individuals according to their subject knowledge; however, to enlarge their skill
sets and competencies, the company should focus more on allocating jobs that are not always
specific to their core skills of the employees. This will help the employees to develop confidence
and acceptance to any kind of work and enhance their skill set at the same time. According to
Tracey et al(2015), the pre-opening training of the employees especially in the hospitality
industry is elaborate and they also go through longer training period than other industries. Hence,
it is crucial to develop systematic training program for the employees in this sector.

6EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Performance management
According to Van Dooren et al (2015), performance could mean many things. It can be a
simple course of action like opening the car’s door to the overall action done within a specific
context. However, performance within the context of the hospitality industry would mean that
the overall actions of the employees of an organization are congruent with the goals and
objectives of the organization. Performance management means the continuous process by which
the managers look after the measuring, identifying and analysis the task of the employees and
their proper management. it is their primary objective to ensure proper management of the
actions of the actions. The main purpose of the performance management is to ensure that the
employees of the company are doing their job in the right and satisfactory manner (Refer to
appendix A).
Another purpose of the performance management is to analyze that the skills and
competencies of the employees are in align with the organizational goals. Otherwise the actions
and performance of the employees will not be invested into the productivity of the company. In
case of the Hilton Hotel, the company has to develop a robust system of performance
management to enhance their employees skills and assessment of their skills on a systematic way
According to Armstrong (2017), most of the companies have an annual performance
management system which is annual in nature and in most cases it is based on a forced ranking
and formal review process. This process of performance management fails to analyze the real
situation in business institutions. The author further argues that the feedback mechanism is
basically a top-down model that is controlled and regulated by the manager. He argues that there
is a need to develop a new model of performance management for the effective regulation of the
employee’s performance. This represent a holistic approach to performance management

7EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
whereby the model must include factors like timely appraisal, rewards and remuneration, dealing
with the underperformance of the employees and finally setting up proper rubric for performance
management. According to Mone et al (2018), managers of the company should extend their
support in order to ensure better performance management of the employees by developing
certain management tools and techniques. This involves the application of the various
approaches of performance management. This includes the behavioural approach, the result
approach, the comparative approach and the quality approach (DeNisi et al, 2017)(Refer to
Appendix B).
The comparative approach provides for a comparative mode of analysis of the
employee’s performance on the basis of the ranking system. This helps to provide a comparison
of the individual performance of employees with others in the group. This ranking based method
is helpful for giving promotions, appraisal and higher managerial positions to top ranked
employees while the poor ranked employees are given an extra chance to develop their skills
further.
The result based approach is based on the performance result of the employees. The
advantage of this approach is that it focuses more on the external factors like the customers and
growth of the employees rather the single focus of the financial factors.
The third approach to performance management is the quality based approach. This
approach is based on the satisfaction of the customers and the quality assurance. It is done by
reducing the number of errors and leaving space for improvements. This is discussed as the best
method of performance management of the employees because it not only assess the individual’s

8EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
performance, it also focuses on the output and result of the system trough their daily report and
analysis of the day-to-day performance.
The Hilton Hotel in order to develop its own employee competencies and skills and a
performance management system, can opt any of the above-mentioned approach. However, it
would be suggested that the company should apply the quality based approach of the
performance management system. According to Lazaroiu (2015), motivation is the key factor in
employee satisfaction which is directly linked to the employee performance. For an effective
performance management system, the company has too ensure that the employees are enough
motivated to and dedicated to the work they do.
The performance management tools are used to implement them into practice; they are
namely, appraisal method, coaching and the balanced scorecards methods. The appraisal
method is used to offer proper appraisals to the employees based on their productivity which is
in sync with the organizational goals(DeNisi et al, 2017). The balanced scorecard method is a
tool management of which monitors the desired objectives of the company, make a day-to-day
strategy for the projects and measuring the progress (Akkermans et al. 2018). Lastly, the
coaching method of management of employees is the effective tool for the better
communication between the employee’s and their managers. This communication is very much
important for analyzing the achievement and goals of the employees. The employment laws of
United Kingdom states that the minimum wage for the employees is strictly to be followed by all
the companies for the employees over the age of 25. For Hilton, it is necessary to follow the
employment laws of the country and the source for the same is the Employee Rights Act of 1999
and 2003, the equal pay act of 1970 and the disability discriminations act, 1995(Gov.uk, 2019).

9EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
It is primarily important for the different stakeholders of the company as this provides a
blueprint for them which they can refer in case of any violation of employment laws. However,
the Human Resource management of the company should be aware of the newly made
legislation of the employment laws of the country like the Gender pay and the National
Minimum Wage and National living wage which becomes important for the company.The
company has already suffered labor disputes before which has t be catered to in order to see any
such situation in future.
Recommendations
It is found that the Hilton group fails to have a robust performance management system
for the employees. The appraisal and remuneration of the employees are not paid on a regular
basis and the performance management of the employees is marked with favoritism for certain
employees.
Hence, the company should develop a system for quality based performance management
in order to avoid any kind of favoritism towards certain employees. This quality based approach
will provide an un-biased approach towards all the employees of the company. Secondly, the
company should also ensure that there is proper implementation of the employees rights act and
that is in sync with the labor laws of UK, this will help to reduce the number of strikes that have
been staged by the employees of the company. Thirdly, the company has already seen situation
of employee’s dispute in past which is why it should adopt effective employee dispute
management system.

10EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Conclusion
Employee skill and competency are the two most important factors of an organization.
An organization is bound to fail if it does not focus on its employee’s skill and their
competencies. Hence, it is important that the company develops certain strategies to enhance and
monitor their development over time. In order to succeed the company should never ignore them
as they constitute the central pillars of an organization.

11EMPLOYEE SKILL ENHANCEMENT AND PERFORMANCE MANAGEMENT OF HILTON HOTEL
Appendix A
Figure: 1
Source: (created by the author)