Hotel Chain Recruitment

This document discusses the different operational roles within Hilton hotels and the skills required for these roles.

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HOTEL CHAIN RECRUITMENT
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6/23/2019
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HOTEL CHAIN RECRUITMENT 1
Contents
Different operational roles within Hilton hotels..............................................................................2
Skills required for the roles within the hospitality industry............................................................4
Current skills shortages-Related with Hilton...................................................................................5
References........................................................................................................................................7

HOTEL CHAIN RECRUITMENT 2
Different operational roles within Hilton hotels
Current operational roles that are found in the Hilton hotel that are the current talent of the Hilton
hotel group are
1. Engineering or property operations
This is the engineering operation team of Hilton are functioning the operations of a
carpenter, plumber, coordinator, painter, and operational level at engineering field.
Moreover they're a team of engineering supervisory, engineering management that would
include the managing of all the operating activities and technical activities in the
organization (hilton, 2019).
2. Events operations
The event operations teams at Hilton hotels are working more closely to the clients in
order to ensure the created and delivered products and services are up to the mark and are
able to reflect into a positive result for the company.
3. Finance
This is one of the major managing functions in the business, and the team takes the
financial risk and investment decision. This department of human resources includes
various financial level teams like financial clerk, financial supervisors posts, finance
management team at higher line level, and finance leadership (teammembers.hilton,
2019).
4. Food and beverage

HOTEL CHAIN RECRUITMENT 3
This is one of the primary function in a hotel industry that Hilton is been working to
enhance the skills of the employees to make the food service of the hotel above the
standard and maintain food quality.
5. Front office
This team will be interacting with the customers directly and will be responsible for
communication with the guest and their requirements (3.hilton, 2019).
6. Housekeeping
A team that is responsible for the meeting the highest standards of cleanliness and are
responsible for ensuring to create a warm welcome to the customers
7. Human resource
Human resource department has a major role in Hilton hotel as recruitment is the major
function in the company as in the service industry human resource is the key to provide
higher quality service to the customer. Thus, the management of human resource of hotel
Hilton is very essential and the key to its success (ir.hilton, 2019).
8. Kitchen or culinary
The kitchen team is majorly focused over the food and innovative creating of the fresh
meals.
9. Sales and marketing or business development
The sales of the company, attracting customer, and retaining the customer are the key
roles for this job profile and team. The customer relationship management is another
function adopted by the Hilton hotel. This also includes promoting activities to develop
business for the company (hilton, 2019).

HOTEL CHAIN RECRUITMENT 4
Skills required for the roles within the hospitality industry
1. Customer service providing the capability
The key skills that the employees must possess for the job roles like front office,
housekeeping, and marketing functions. The customer service is the key element for
which the customer is paying the brand, which needs to be excellent and up to the
benchmark or standards in order to attract new customer and retain the existing ones.
2. Technical innovation
Innovation is the key for hotels like Hilton as the competition is very high in the industry
and the only way to stand out is innovation through technology and services. For this,
technical competencies are the major skills required by the employees of the hospitality
industry (Slack, 2018).
3. Soft skills
Soft skills and interpersonal skills include the competencies related to service delivery,
cultural awareness, service quality, communication skills to interact well with the
customers (Maguire & Pitceathly, 2002).
4. Creative and innovative thinking skills and problem solving skills
Creativity and new idea generation are the key skills required among the employee of the
customer specifically in the sale and marketing team in order to keep the innovation
regarding the services, and products higher and gain competitive advantage. Moreover,
problem-solving skills are essential in order to maintain the harmony, reduce the
problems in the management, and arise of conflicts with other parties like suppliers or
customers (Abdulraheem Sal, 2016).
5. Business management skills

HOTEL CHAIN RECRUITMENT 5
This includes all competencies to manage the business in the hospitality industry. This
may include leadership skills, financial skills, human resources skills and other
managerial skills. These skills play a major role, as they would be responsible for
planning and execution of the strategy of hotel Hilton. It can be said that the Hilton hotel
has strong business management skills (Kaynak, 2018).
Current skills shortages-Related with Hilton
The skills gaps identified and need to be rectified by the Hilton include
1. Labour shortage
The employees turnover are the major issues found which has reflected through a
shortage of clerical skills like that of lower line employees. Hilton hotel needs to retain its
employees and motivational skills in the top management in order to keep the employees
motivated and reduce the labour turnover ratio.
2. Research and development team
Hilton hotel major requirement is innovation and new product development in order to
sustain in the market. For this, the company needs to enhance the creativity and
innovation skills. This can also include the research and development team so that Hilton
has a separate team that will be searching for new opportunities and understanding
customer need and requirement to introduce customer with new services bad customer to
gain attraction (Melnyk et al., 2017).
3. Cross cultural management team
Hilton is an international hotel brand, that is responsible for entertain customers from
various nations and cultures. For this purpose, the recommended recruitment strategy

HOTEL CHAIN RECRUITMENT 6
would be cross cultural employees recruitment to ensure the appropriate skill
acquirement. For instance, the employee of a particular nation is specialized in a
particular operational role, which must be staffed and positioned accordingly. Moreover,
the customers are from different nations, that is their language and culture are very
distinct that make employees from various cultures helpful to manage the relations with
the customers and for their convenience (Whitaker et al., 2017).

HOTEL CHAIN RECRUITMENT 7
References
3.hilton, 2019. about us. [Online] Available at: https://www3.hilton.com/en/about/index.html?
cid=OM,HH,defaultA4,BrandNav.
Abdulraheem Sal, M.R., 2016. The Impact of Training and Development on Employees
Performance and Productivity. International Journal of Management Sciences and Business
Research, 5(7), pp.2226-8235.
hilton, 2019. corporate. [Online] Available at: https://www.hilton.com/en/corporate/executive-
bios/.
ir.hilton, 2019. management. [Online] Available at:
https://ir.hilton.com/corporate-governance/management.
Kaynak, H., 2018. The role of human resource-related quality management practices in new
product development: A dynamic capability perspective. International Journal of Operations &
Production Management, 38(1), p.43.
Maguire, P. & Pitceathly, C., 2002. Key commujnication skills and how to acquire them. Bmi,
325(7366), pp.697-700.
Melnyk, S., Swink, M. & Hartley, J., 2017. Managing operations across the supply chain. New
York: NY: McGraw-Hill Education.
Slack, N., 2018. Operations and process management: principles and practice for strategic
impact. UK: Pearson.
teammembers.hilton, 2019. careerpaths/hoteloperations. [Online] Available at:
https://teammembers.hilton.com/careerpaths/hoteloperations.php#4.
Whitaker, J., Ekman, P. & Thompson, S., 2017. How Multinational Corporations Use
Information Technology to Manage Global Operations. Journal of Computer Information
Systems, 57(2), pp.112-22.