Resolving Conflict at Hilton Hotel

This assignment delves into the importance of conflict resolution in a workplace setting, using Hilton Hotel as a case study. It proposes a four-stage strategy for addressing conflicts: identifying the root cause, generating alternative solutions, implementing the chosen solution, and monitoring its effectiveness. The assignment emphasizes the benefits of this approach for both the organization and its employees, highlighting improved productivity, reduced turnover, and enhanced decision-making skills.

EMPLOYABILITY
SKILLS

TABLE OF CONTENTS

INTRODUCTION
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Organizational linking can be improved
Every business organisation defined specific objective which can be effectively attained
by its workforce to ensure organizational development. Employees can perform their roles and
responsibility in an effective manner only when they have adequate skills and ability to perform.
Business enterprise requires skilled and qualified team of employees in order to achieve its
predetermined objective with in a specific time period. Employability skills can be defined as the
set of capability which helps in keeping satisfactory work. In this project report, the importance
of employees skills and ability has been addressed (Jabbour and et.al., 2013). In order to achieve
corporation objective. Further various motivation techniques have also been studied with respect
to Hilton hotel. Strategies regarding time management skills will be analysed to determine the
business growth and development measures. In addition to this, team working and team dynamic
is very important for business organisation. Further various problem solving stages has been
addressed in this project report. The major objective of this report is to understand the role and
responsibility of employees in an organisation and how their skills are important to achieve
corporation objective.
1.1
Hilton hotel is a Hospitality company which has specific strategic objectives. The mission
of the business is to believe in connecting emotionally with customers and delivering value to all
its stakeholders. It helps in gaining customers loyalty and fulfilling customer satisfaction to
maximize sales and profit which minimizing the cost factors of the business. Hilton provide
better quality of product and services through its employees. The responsibility of the employees
is to provide high quality services to deliver to its customers by offering them personalised
services and provide comfortable environment. It is my responsibility as employee of Hilton
hotel that I provide my consumers, high quality services which leads to high organizational sales
in order to reduce organizational cost and manage economies of scale. It is my responsibility to
effectively maintain proper coordination with other employees and management so there is a

lack wastage of time and money to deliver better and unique quality of service. (Jones, 2013)
Moreover I also need to attend regular meetings and share new ideas for improving the overall
business growth. Being a service oriented company innovative and creative ideas to provide
better quality of services enhances business competitiveness in the market thus I effectively
focus on attaining the same. I manage a strong communication with customers to develop
significant relationship. Employee communication is managed within all departments through
follow up action plans, team meetings, efficient usage of all system and maintain it full
knowledge about safety and security procedures, participate in training session which are provide
by Hilton hotel (Kelly, 2012).
1.2
In order to manage the competitiveness within the economy I have developed a significant
competitiveness and development aspects in the economy. My personal strengths includes the
ability to effectively communicate with the guests to build a strong image and loyalty in their
minds. I work as a team to accept changes in environment thus has developed quick and effective
learning attitude in the market. I am a soft spoken person and can speak different to deliver a
unique quality of services. I regularly update myself with new technology to enhance my
compatibility with modern means of working. The major weakness comprises of the aspects
when I am unable to deal with the conflicts. Also I have analysed that my stress management
quality is ineffective for business development hence I need to efficiently enhance the same.
On the other hand, my opportunity to improve my performance and develop my
personality can help me a lot in efficiently adhering the future business expectations. I can
improve my communication skills by attending foreign courses and dealing with foreign clients
and agents. My knowledge can be improved by attending regular session of training and also
through better use of digitalization technique (Komarraju, Dollinger and Lovell, J. L., 2008). My
Major weakness is that I cannot deal with high temperament of guest which affects my
performance quality. Also sometimes I am not able to attend France and Germany guest because
of low command on these language which affect company performance as well as it gives
negative impact on my performance. In order to effectively work upon the stated issues I will
take professional classes and expert advice on the issue mentioned. Moreover my introvert
personality has affected my identity in the organization as other employees does not respond me
and I am not much interact with all employees in my team members. (Mitchell, et.al., 2014) .

1.3
As analysed in the above section that there are some effective strengths and weaknesses in
my performance which has helped me to become an effective and efficient employees of the
business at the same time few attributes has set development aspects for me. For example as an
employee of a company my weakness is that I cannot attend French and German people so
Hilton hotel should conduct a program and training session in which employees learn languages
of another country they focus on individual performance so that I can learn different language
which can improve company as well as employees performance leads to increase in revenue and
sales. Moreover better communication with guest gives a great chance to increase customer
loyalty and employees deliver better quality of service to them. Hence Hilton hotel should take
necessary steps to overcome employee issues within the organization.
Recommendation for improvement in my weakness
In any business organisation there are problems and alternative solution to resolve the
issues in effective and well defined manner. In order to ensure my own development and growth
in the business I will adopt the following measures:
Exercise- Exercise benefits your minds as well as your body. It gives a long term benefits of a
regular exercise even a 20- minute walk, run, dance etc. It can give immediate result that effect
last for several hours.
Develop lively attitude- Brains are interconnected with hearts with our emotions . When people
are feel stress so they need to laugh or smile so they relief from stress and improve the situaion.
Developing problem solving behaviour – First organisation understand the problem if they
think that the problem is crucial they have to know how problem is discovered and breakdown
the problem into a segment so it can easily rectify problems (Moura, et.al.,2013)
Undertaking life long learning- After identify problem we need to solve them so after it various
alternative develop to solve problem .It requires intellectual thinking process that will lead a
better solution are come out . Evaluating various alternative solution by comparison with the
problem which more effective or which is less effective for a organisation to solve a problem
which requires analytical thinking it is based upon knowledge and experience (O'Neil and
O'Neil, 2014).
Enhancing positive attitude– sorting out a best solution to solve a problem which also requires
a knowledge and experience and remove those solution which are not work to solve such

problem the best idea they select and with the remaining solution put them into action to solve
organisation problem .
1.4
In every business organisation, employees play a very crucial role in order to make
business effective and successful. Corporation need to maintain employees in such manner so as
they can perform their job in an appropriate manner. Higher authority of corporation needs top
motivate and encourage employees so as they can take initiate for higher performance.
Motivation is an attribute through which leader and manager of firm can encourage, appreciate
and recognise personnel for their effective performance. It is a process under which higher
authority encourage workforce for their excellent performance. Further motivation can
determined in terms off monetary and non-monetary rewards. Hilton hotel manager needs to
adapt effective motivation techniques through which its employees can encourage for higher
performance and productivity of business can increase. Following are some motivation
techniques through which cited venture can able to encourage and motivate its employees and
performance quality can increase-
Illustration 1: Motivation

 Provide monetary and non-monetary rewards- Monetary rewards includes all financial
rewards such as effective salary package, incentive, fringe benefits, perquisites, bonus
and compensation. On the other hand non monetary includes higher responsibility,
recognition, appreciation in meeting, effective working facilities, promotion, increment
etc. Hilton hotel manager should provide these mentioned rewards to its personnels so as
they can perform in well manner (Patnaik and Prasad, 2013). Thus organisation
productivity and quality will increase. Recognise efficient and quality work- Every individual wants to get appreciate and
recognise in front of the meeting and large numbers of people. Corporation manager
should appropriate personnel for their higher performance and efficiency. Through this
technique, employees can effectively motivate and their quality of performance will also
increase (Rosenberg, Heimler and Morote, 2012).
 Create positive environment- It is most significant technique through which personnels
can improve their quality of performance. Corporation manger should develop health and
effective working environment the workplace (Shafie and Nayan, 2010). With assistance
of this method, employees can openly share their personal views, suggestions, opinion,
and conflicts related to working activities with management.
TASK 2
2.1
As per the scenario, it has been find that company is facing the problem of ineffective
work and poor services of customer. There have major problem of lack of trained and skilled
employees so as corporation productivity and profitability also decrease. Manager should need to
identify the sources of problem and make recommendation for improvement. Further through
this work base problem, company have unable to attain its predetermined objective. Corporation
needs to provide effective training and development programs so as the quality of work can
improve and employees can performance their job in an effective manner. Hilton hotel can adopt
the following strategies to resolve this work based problem-

 Hilton hotel manager should analyse each and every individual performance and assess
their strength and weakness related to their work. Through this strategy, manager can
able to know the needs of improvement in their working (Snell, Morris and Bohlander,
2015).
 Another strategy to solve the work base problem is that manager should understand the
interest and capability of employees related to their assignments. This can help to allocate
the task on the basis of employees capability and interest. Further, with assistance of this
strategy, the requirement of training can be reduce because assignment is allotted
according to capability of personnels (Stoner and Milner, 2010).
 In order to provide training to employees, company should organise seminars, workshops
and personality development classes so as personnels can learn the various skills and
knowledges about working. Through this personnel can improve personality and
professionalism.
2.2
Communication is a process through which sender can transfer message and information
to receivers. In every business organisation, communication is very crucial aspect through which
various departments can connected with each other and able to share their business related
information (Tariq and et. al., 2004). In the context of Hilton hotel, communication is very
significant because there are various department such as marketing, finance, administration,
production etc. Further in order to create healthy and effective relationship with customers,
effective medium of communication required. In each level of management, there has adopted
different style of communication. These methods are as follows- Verbal- It refers to the sharing of information between individuals by using speech.
Further it refers to the use of sounds and language to relay a message. It serve as a
vehicle for expressing desires, ideas and concepts and is vital to the processes of learning
and teaching. In this aspect the expression or exchanges of information through written or
oral words. Hilton hotel top management can use this style of communication by which
they can develop contact with lower level management by use of speeches, team meeting,
conference, emails , notice etc (Truijen and et.al., 2013). This style of communication is
more appropriate for the higher level management because they have to inform about

business activities, strategies, policies and norms of company to lower level management.
They mostly used emails, notice broad, team meeting, conference, speech in order to
contact with workforce.
 Non verbal- This aspect is managed between people by sending and receiving wordless
clues. It includes the use of visual cues such as body language, gestures, expression etc.
This types of communication can use by the tyop level management in order to observe
the employees' performance and observe their body language and appearances (Vance,
Siponen and Pahnila,2012).
2.3
As a employee of Hilton hotel I have various roles and responsibility toward organisation
goal and success. In order to perform my entire roles and responsibility, I have to develop my
own efficiency in such manner so that I can attain organisation goal. For this purpose time
management skill will assist me. Time management is an effective skill through which I can able
to accomplish my assignments within a specific time period. There are various time management
strategies which assist me in completing my task with a specific time period. These strategies are
as follows- Schedule time appropriately- This is one of the best strategy for time management.
Through this strategy, I can able to set my time table according to given assignment. As
per this criteria, employees can plan their challenging task and also set the time for their
accomplishment. Mange external time waster-This is one of the most important strategy in order to
improve time manage management strategy. Under this method, employees should avoid
the external disturbance elements and activity such as mobile phone, emails checking
habit, chatting, texting etc (Watts, 2006). Set priorities- This is the best way to balance the time of employees at workplace should
set the prior works or assignment according to the time. They should prepare a systematic
list under which set priorities according to their time.
 Avoid multitasking-Attend various task at a single time is a bad habit of individual.
Employees should avoid to attend lots of assignments ta a single time. Lost of time when
switching from one task to another and it is resulting in a loss of productivity.

TASK 3
3.1
As per the given scenario, Hilton hotel have main objective is to provide quality and
effective services to customers and increase its profitability. Company focuses on improving the
quality of services and deliver that services which can provide appropriate satisfaction to
customers. In order to achieve this purpose, every employees should work in an effective manner
and give their best contribution towards objective (Williams, 2005). Team working is the best
strategy to improving the productivity and quality of performance at workplace. A team role is
defined as tendency to behave, contribute and interrelate with other in a particular way. The
major objective of team building is to improve the performance of employees and resolve the
major issues of business enterprise. Hilton hotel can develop healthy and effective relationship at
workplace by adopting the criteria of team development. Further by use of collaboration and
collective work, company can attain its predetermined objective in an appropriate manner.
Hilton hotel team have various roles and responsibilities through which each individual have to
perform their own job or task (Wilton, 2011). Every people in a team have to follow the rules
and regulation of team and they are liable to obey their team leader. Moreover, team member
role is to support and cooperate with each other so as they can solve the major issues and
problem at workplace. By supporting to each other, team member can attain the higher
responsibility and assignment. In additional to this, team member have role to share personal
views, suggestions, opinion and conflicts related to working with each other. These people fill
the role of negotiators within the team and they are flexible, diplomatic and perceptive in nature.
3.2
Team Dynamics are the unconscious, psychological forces that influence the direction of
a teams behaviour and performance. They are like undercurrents in the sea, which can carry out
in a different direction to the one they intend to sail. It can be said that team dynamic are created
by the nature of the team's work, the personalities within a team, their working relationships with
other people, and the environment in which the team works. Dynamics are affected by role and
responsibilities and have a direct result on productivity.

Hilton hotel have effective team-working under which all members perform their roles and
responsibility in an effective manner. Further their have effective relationship with each other. In
order to understand the team dynamic, the tuckman's model can taken into special consideration.
As per this tuckman model, there have four major stages that is Forming, norming, storming,
performing. In the forming stage, all members comes into contact with each other and try to
understand each other natures. In the norming stage, they try to understand their roles and
responsibilities related to the organisation goal (Woznitza and et.al.,2014). After that in the
storming stage, they share their views, opinion, suggestions to complete specific task or
assignments. In the last stage performing, all team member are liable to perform their
responsibility and role toward corporation. Hilton hotel may very beneficial by adopting this
team dynamic model and itr can able to attain its determined objective with in a target time.
3.3
As per the above discussion it has been ascertained that Hilton hotel use team
development strategy in order to attain its goal with in a specific time period. Further, it has also
cleared that team working is very beneficial for cited venture in order to solve the bigger
technical issues and accomplish the target within a specific time period. Further all team
members have their own responsibility and role towards the corporation goal. There are various
Illustration 2: Team development
Sources :Woznitza and et.al.,2014.

strategies through which team members can improve their performance and achieve objective in
an appropriate manner. These strategies are as follows- Effective coordination and support- This is the best strategy in order to develop an
effective team and achieve target. Every teammates should support and coordinate with
each other in their task so as they can develop collaboration. With assistance of this
strategy, difficult task or assignment can solve in easy manner (Ye and et.al.,2012).
 Open communication-This is another effective strategy in order to develop effective
team and achieve target. Under this strategy, each teammates should adopt the open
communication so as they can share their personal conflicts and issues with each other.
In addition to this they can also share their personal view and suggestion with each other
to solve complex task.
TASK 4
4.1
Hilton hotel should take necessary steps to overcome from employees problem. As a
employee of a company my weakness is that I cannot attend France and German people so
Hilton hotel company should conduct a program and training session in which employees learn
languages of another country they focus on individual performance so I learn different language
which improve company as well as employees performance leads to increase in revenue and
sales , better communication improved with guest it gives a great chance to increase customer
loyalty and employees deliver better quality of service to their guest members
My another weakness is that I can’t solve my problem itself I need someone many times
who help In a different situation where problem exist it create problem for me to solve situation
because lower interaction with other members in Hilton hotel so they conduct parties, tour so we
people get to know more about each other it helps a lot in a work if we interact with each other
we know each other very fast in parties and tours and they should conduct a special programmes
in which there are some techniques which I learn how to solve problem in different situation
where I put my ideas and views so I feel comfortable in doing work in different situation which
improve my performance level and become a problem solver in many different situation as well
and build a good relationship with every level of employees which result in eco- friendly
environment in a Hilton hotel leads to operational efficiency and objectives are achieved up to

level such as maximization revenue generated and profit and Quality of service improved ,
Customer loyalty increase.
Problems and solution to solve them in a organisation
In a business organisation there is a problem in any organisation but alternative solution are
exist to solve these problems there are various process and methods to solve these problems
which are discussed below:-
Identify the problem – First organisation understand the problem if they think that the problem
is crucial they have to know how problem is discovered and breakdown the problem into a
segment so it can easily rectify problems
Develop alternative solution - After identify problem we need to solve them so after it various
alternative develop to solve problem .It requires intellectual thinking process that will lead a
better solution are come out (Woznitza and et.al.,2014) .
Evaluate solution to a problem – Evaluating various alternative solution by comparison with
the problem which more effective or which is less effective for an organisation to solve a
problem which requires analytical thinking it is based upon knowledge and experience.
Select best solution to solve a problem – sorting out a best solution to solve a problem which
also requires a knowledge and experience and remove those solution which are not work to solve
such problem the best idea they select and with the remaining solution put them into action to
solve organisation problem.
4.2
Every business organisation have some kind of issues and problems related to their
business activities and functions. Manager is liable to solve that issues and conflicts in an
appropriate manner. Manager should adopt an effective strategies and process in order to
overcome the impact of conflict and problem at workplace (Jabbour and et.al., 2013). In order to
reduce the impact of problem at workplace, manager should identify the best strategies of
problem solving. Hilton hotel manager should adopt the following process in order to resolve
problem at workplace- Identify the source of problem- This is the first stage under manager of Hilton hotel is
liable to identify the actual situation of problem. Further he/she should assess the sources
of problem at workplace. Under this stage manager should critically assess the causes of
conflicts through which business activities and function has affected.

 Understand the actual reason behind the problem- After asses the causes and sources of
problem at workplace, in next stage, manager of cited venture is liable to understand the
actual reason behind the conflict situation. Under this stage, manager of Hilton hotel is
liable to understand the reason and actual situation behind the conflict. Manager is
responsible to assess the reason through which problem has been generated at workplace. Identify an appropriate alternative solution-After understand the actual reason behind
the conflict situation, in next stage manager of Hilton hotel is liable to find an appropriate
alternative solutions. The alternative solution must be suitable for the current situation of
business activities, working practices and functions. Further alternative solution must be
match to employees working condition (Jabbour and et.al., 2013). Under this stage,
manager of cited venture should have search the best option to resolve the problem at
workplace. Implementation- After search an alternative solution of problem, in next stage manager
of cited venture is liable to implement that particular solution of problem. Under this
stage manager is responsible to convey all employees about the alternative solution. The
implementation should be done in an effective manner so as every one of business
enterprise can understand the solution.
 Monitor- After implementation of alternative solution of particular problem, in next stage
manager of Hilton hotel is liable to monitor that particular situation. Under this stage,
manager should evaluate the situation after implement the solution. Manager is
responsible to control and monitor the situation in an effective manner so as it can
beneficial and meaningful for everyone in an organisation.
4.3
As per the above discussion it has been ascertained that the above recommended strategy
for problem solution is very beneficial for the Hilton hotel. By use of the above strategy, cited
venture can find an appropriate solution of work related conflict and problem. With assistance of
this strategy, company can search the various alternative options of solution. Further employees
can easily understand that alternative solution (Woznitza and et.al.,2014). This process will
impact positively in the process of workforce. With the assist of this strategy corporation can
resolve their problem in effective manner. As per this process, manager can increase his
observation skills as well as evaluation skills. This mentioned strategy of problem resolution can

beneficial for cited venture because it may bale top reduce the employees turn over problem as
well as workplace conflicts. In the context of this process, Manager of cited venture can able to
develop the quality of raking effective decision. Further through this manager also beneficial to
improve its self-assessment and evaluation skill. In addition to this may assist in assess the best
solution of problem.
CONCLUSION
Employability skill is very crucial for every business organisation. With assistance of
skilled and quality employees, company can improve the entire productivity and profitability.
From this project report it has been ascertained that Hilton hotel can motivate employees by
using of monetary and non monetary rewards. Further team working also will beneficial for the
company. By use of this strategy, cited venture can attain it predetermined task within a specific
time period.

REFERENCES
Journals and Books