Change Management in Hilton and Marriott Hotels

Running head: MANAGEMENT
MANAGEMENT
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The objectives of organizational change management is to ensure the changes in the
workplace so that the positive growth can be introduced (Hayes 2018). Ensuring efficiency in the
workplace, employee understanding ability as well as commitment towards individuals’ growth
is being fulfilled. The purpose of this study is to focus on managing the current situation is that
depending on the current situation so that the company can focus on different strategic initiatives
adopted by companies in case of bringing the changes in the workplace. Change management is
being considered as an effective framework that helps the organization to understand the
importance of changes and its effects on the organization and people who are associated with
this. The change management helps to standardize the process for increasing the efficiency of
individuals in the workplace. The change management can play an effective role so that the
situation can be managed as well as control the organizational environment. In order to conduct
the research Hilton Hotel and Marriott hotel have been selected. By developing the comparison
between these two organizations, the study has focused on change initiatives adopted by the
companies. In this study, the comparison of Hilton and Marriott Hotels have been done and its
impacts on the global hospitality industry have been mentioned.
The Hilton Hotel has become a global brand in hospitality industry. American
multinational hospitality organization was established in the year 1919 by Conrad Hilton
(Newsroom.hilton.com 2019). The company has introduced, total numbers of 15 brands in
different market segments. In the year 2017, the company has achieved US$9.140 billion
business revenue. Due to various growth opportunity in the hospitality industry, the Hilton hotel
has developed its strong customer base. On the other hand, Marriott is a renowned name in
hospitality sector from last 92 year. A Marriott hotel is America based hospitality service

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providing organization, which has expanded its business across the world. In the year 2017, the
revenue off the company reached US$ 22.894 billion (News.marriott.com 2019).
Hilton is one of the popular brands in the hospitality industry. Analyzing the internal
situation in Hilton hotel, it has been identified that racism is one of the important challenges in
the case of managing the situation in the workplace (Usatoday.com 2019). Two employees have
got terminated after the racial discriminative behavior aroused in the company. A manager in
Hilton hotel has shown disappointing behavior to the customers, when the customer complained
regarding the broken amenities in the room. Using the raciest terminology, the customers have
got insulted by the manager. As its result, customer service as well as inappropriate structure in
the organization has become the important concern for the Hilton Hotel authority
(Bizjournals.com 2019). After this incident, decreasing customer satisfaction not only driven the
negative popularity of the organization but also it has brought negative impact on its business
growth. In order to deal with the situation, effective change initiatives have been introduced by
the authority. The staff management system in this hotel has got updated after this incident so
that the company can focus on improving the customer services. In order to improve the
performance standard the Hilton hotel authority has introduced customer personalization as well
as performance monitoring system so that value of the customers can be satisfied
(Bizjournals.com 2019). Being a strong global brand with diversified portfolio, it has become
necessary for the company to standardize its services so that it can maintain in sustainable
position in the competitive hospitality industry.
In the words of Kimes (2016), in order to enhance the abilities of the employees, new
technologies have been adopted by the organization. In order to enhance the efficiency of
individuals, effective leadership practice has been adopted by the company. Elegant dining