Strategies and Innovations in Hilton Hotels

This article discusses the strategies and innovations implemented by Hilton Hotels to gain a competitive advantage in the global market. It covers their strong technical base, workforce diversity, ethics and morality, and technological innovation. The article also explores the effects of these policies on individual and organizational outcomes. The strategies to address workplace issues and the importance of fair work culture are also discussed. Read more on Desklib.

Running head: ORGANIZATIONAL BEHAVIOUR
ORGANIZATIONAL BEHAVIOUR
Name of the Student:
Name of the Professor:
Course Title:
Date:
Name of the University:
Author’s Note:

2ORGANIZATIONAL BEHAVIOUR
In order to compete in the Global market, Hilton has taken several strategies that will be helping
it to get a competitive advantage over the rest of the competitors. In order to survive in this tough
and highly competitive market, Hilton Hotels realized the need for taking some very important
strategies.
Strong technical base
The company realized that in order to survive in this tough competitive market they have
to provide their customers with some advantages that the customers will not be getting in some
other alternative hotels. Hilton realized that the customers in this modern day scenario area
looking for automated and fast-paced services (www.hilton.com. 2019). The entire work is now
carried on the basis of electronic mediums or gadgets. In other words, Hilton realized that they
have to focus on the creation of brand awareness and brand loyalty. In order to do that they have
to focus over the modern technical methods that will help the customers to use their services in a
very fast, rapid and time optimizing manner (Chebat & Venkatesan, 2015, p. 488).
They have started using technical innovations in order to strengthen their customer
service quality so that the customers get 24*7 hour support. They use strategies like scaling
digital key innovation (Ferrary, 2015, p. 1108). They also focus on creating a strong digital
market presence so that their customers can get all the necessary information and the bookings
via the online apps. Hilton Hotels have followed the process of constant development. They have
310,000 rooms so that they can provide accommodation to a large number of people at the same
time.

3ORGANIZATIONAL BEHAVIOUR
Workforce diversity
Hilton is one of the best companies to work because they have a diversified workforce.
Hilton follows the policy of Global Inclusion and makes sure that their workforce comprises of
employees coming from all the different cultural and social backgrounds (www.hilton.com.
2019). Hilton Executive Inclusion Council, which is led by Chris Nassetta is one of the most
essential strategies that has been taken by the company in order to provide proper assistance to
all their employees coming from different backgrounds (Lu et al., 2017).
Ethics and morality
The Hilton hotels make sure that they are following a fair work culture. The welfare of all
their employees is one of the major lookouts of the organization. They follow some of the
important codes of conduct like-
Speaking up
This is one of the important codes of conduct that helps the managers to imbibe a fair and
justified environment within their organization (Patwardhan, Mayya & Joshi, 2016). The
managers think that the best ways in which they can fight with the unjust issues are by creating a
transparent, two way and horizontal communication process.
Respecting confidentiality
This is also one of the most important codes of ethics that is followed by the Hilton
Company. They believe that in order to make their employees develop a trust and faith within the
organization they have to maintain confidentiality about the personal details of their employees

4ORGANIZATIONAL BEHAVIOUR
and also their customers. Giving away any personal details about any of the employs to strangers
without their prior consent is a punishable offense (Dinh, 2018). This practice is effective in
empowering the employees as they will get a feeling of assurance from their supervisors.
Investigation of reports is another important ethical code that is maintained by the organization
(Kaushik, Agrawal & Rahman, 2015, p. 278). Hilton management makes sure to deal with all
these reports in a very serious manner so that they can take the actions instantly.
Technological innovation
Hilton has made sure that they are bringing in all the advanced technological methods in
order to update their services and give a better facility to their customers. HDS is one of the most
important technological advancement that has been adopted by Hilton Hotels. They make
sure that the entire work can be carried on in a very cost-effective and less time-consuming
manner (Chen,2015, p.261). This is like a central software system or a platform that helps in
connecting all the stakeholders of the hotel together at the same place (Hua, Morosan &
DeFranco, 2015, p. 118). It must be noted in this context that the Hilton hotels have made a huge
number of rooms in a single go (Rasouli & Timmermans, 2016). They have about 310,000 rooms
in a pipeline and they are to carry on with such a huge amount of work over so many different
branches.
Thus HDS will be acting as a connecting platform and will help the hotel management to
carry on with the entire work in a very time effective and cost-effective manner.
A new FF&E concept is Hilton Valet, is also a very good innovation that has been taken at
Hilton hotels (Pattajoshi, 2018). This is an automated multifunctional armoire that helps to store

5ORGANIZATIONAL BEHAVIOUR
and organize the luggage of all the guests in an inbuilt and unfolding closet shaped space. There
are auto working drawers, refrigerators and the coffee service that helps in making the guests feel
highly comfortable and get the homely feeling.
Effects of Hilton’s Policies on individual and organizational outcomes
Overcoming resistance
The employees will be able to carry on their tasks in a very easy and effective manner.
Due to the policies like Hilton Executive Inclusion Council, employees will get a feeling safe.
This will help the employees to give in their full potential towards their work as they will be
assured that there are policies and acts to safeguard their interest and protect them from any
kinds of workplace discrimination (Tussyadiah & Park, 2018, p.309). Thus employees will no
longer feel any resistance or any kinds of hesitations in communicating about their problems
with their managers. The improved two-way communication will help the employees in
overcoming any kinds of resistance.
Work attitudes in U.S. organizations
Workplace discriminations on grounds of racial, socio-cultural backgrounds can often
have harmful impacts on the workforce. In particular racial discriminations can often turn out to
be negative. Inequalities in terms of salary or terms of promotions can create a kind of hatred
among the employees (Patwardhan, Mayya & Joshi, 2016, p.450). For instance if an employee
coming from African backgrounds is called "black-skinned” is criticized and bullied by the
American employees as they are “white skinned” people. These kinds of workplace bullies or
harassments often destroy the morale of the employees.

6ORGANIZATIONAL BEHAVIOUR
Strategies to address such issues
In order to address these issues, the organization has to implement strict rules like Title
VII and Title II of the Civil Rights Act of 1964: which ensures to provide protection against
the discrimination of employees based on their social, religious or cultural aspects.
Americans with Disabilities Act (“ADA”) must also be implemented by the
organizations to make sure that employees with disabilities are not being subjected to any kinds
of discriminations. The company to make sure that regular feedback is being taken even after the
laws have been implemented. This will help the company management to know if the laws are
being enforced properly.
Human behavior in organizations refers to the attitudes and behavior of employees and
managers. There are different forces that affect behaviors like cultural backgrounds, training
facilities, communication system, work ambiance, and others. People coming from a different
culture will be exhibiting different kinds of attitude. In other words, an employee coming from a
reserved community or an ethnic background will suffer from much insecurity. Workplace
bullying or harassment will also make them demoralized. Hilton Hotels make sure that none of
their employees are becoming victims of workplace harassments. They make sure that they are
rendering proper support to the employees by initiating fair work culture.

7ORGANIZATIONAL BEHAVIOUR
REFERENCES
Chebat, J. C., & Venkatesan, M. V. (2015). Impact of Culture, Sex and Presence of Children on
Household Time Use. In Proceedings of the 1998 Multicultural Marketing
Conference(pp. 488-491). Springer, Cham.
Chen, R. J. (2015). From sustainability to customer loyalty: A case of full service hotels’
guests. Journal of Retailing and Consumer Services, 22, 261-265.
Dinh, T. (2018). Front Desk Development Hanoi Hilton Opera House.
Ferrary, M. (2015). Investing in transferable strategic human capital through alliances in the
luxury hotel industry. Journal of Knowledge Management, 19(5), 1007-1028.
Hua, N., Morosan, C., & DeFranco, A. (2015). The other side of technology adoption: examining
the relationships between e-commerce expenses and hotel performance. International
Journal of Hospitality Management, 45, 109-120.
Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015). Tourist behaviour towards self-service
hotel technology adoption: Trust and subjective norm as key antecedents. Tourism
Management Perspectives, 16, 278-289.
Lu, C. C., Ting, Y. S., & Hsu, Y. L. (2017). THE IMPACT OF MOBILE HOTEL BOOKING
BY CUSTOMER REVIEWS AND EXPERIENCE. International Journal of
Organizational Innovation, 9(4).
Pattajoshi, B. (2018). Entrepreneurship in the Hospitality, Tourism and Leisure Industries:
Maverick Minds. Educreation Publishing.

8ORGANIZATIONAL BEHAVIOUR
Patwardhan, V., Mayya, S., & Joshi, H. G. (2016). Barriers to career advancement of women
managers in Indian five star hotels: A gender perspective. International Journal of
Human Resource Studies, 6(2), 248-271.
Rasouli, S., & Timmermans, H. J. P. (2016). 23rd Recent Advances in Retailing & Services
Science Conference, July 11-14, 2016, Edinburgh, Scotland: book of abstracts.
Tussyadiah, I. P., & Park, S. (2018). Consumer evaluation of hotel service robots. In Information
and communication technologies in tourism 2018 (pp. 308-320). Springer, Cham.
www.hilton.com. (2019). Hilton.com. Avail;able at https://www.hilton.com/en/locations/usa/