Business Performance Management for Hilton Hotel

Business Performance Management
Hilton Hotel

Business Performance Management 1
Contents
Introduction......................................................................................................................................2
Overview of company......................................................................................................................3
Balance scorecard and their perspectives........................................................................................3
Balanced Scorecard for Hilton Worldwide......................................................................................5
Financial perspective...................................................................................................................5
Customer perspective...................................................................................................................6
Internal process perspective.........................................................................................................7
Learning & growth perspective...................................................................................................8
Balanced scorecard with KPI and Measures...................................................................................9
Strength and weakness of balanced scorecard...............................................................................14
Strength......................................................................................................................................14
Weakness...................................................................................................................................14
Conclusion.....................................................................................................................................16
References......................................................................................................................................17

Business Performance Management 2
Introduction
A balanced scorecard is a strategy performance tool and a semi-standard structured report that is
used by the managers of the company to keep the record of the execution of activities by the staff
within their control and to monitor the consequences that might arise from these actions. BSC is
one of the effective tools with the help of which the company can easily align their day-to-day
work that is done by their staff every day (Smith, 2010). The report is prepared by the Trainee
management accountant for a large well-known hotel chain that is Hilton Hotel. The area
manager has decided to make use of balanced scorecard with the objective to for the plan and
control operations within the hotel.

Business Performance Management 3
Overview of company
Hilton Hotel is highly recognized hotel and resorts which came into existence in the year 1919.
The hotel was established by Conrad Hilton with the objective to provide accommodation
facilities in the country. Since its establishment, the company is successfully able to manage its
operations due to which currently the company is operating in 92 countries. These successful
operations were possible because company adopted the balanced scorecard tool for the strategic
management of the hotel (Hilton Hotel, 2018).
Vision and mission
Mission- The mission of the hotel is to spread the light and warmth of the hospitality in the
market.
Vision- The vision of Hilton hotel is to become the preeminent global hospitality company and
to become the first choice of their guest, team members and others (Hilton Hotel, 2018).
Balance scorecard and their perspectives
A balanced scorecard is the performance metric that used in strategic management to identify
and improve the different internal functions of a form and their resulting external outcome (Coe
and Letza, 2014). Hilton hotel makes use of this tool to measure working of internal functions
and can learn from the feedbacks. The BSC consists of four perspective that is financial,
customer, internal process and learning & growth.
Financial perspective