Importance of Talent Management in Hotel Growth

This investigation explores the importance of talent management in the growth of a hotel, with a focus on Hilton hotel. Primary and secondary sources are used to gather information, including a questionnaire filled out by 20 hotel managers. The study highlights the benefits of talent management, appropriate strategies, and its impact on customer satisfaction and business success.

Unit 19 - Research
Project

ABSTRACT
The current investigation is performed to gather understanding regarding the importance
of talent management of employees within the growth of a hotel. This area holds a special
importance within an organisation due to increasing demand of customers toward getting
delightful services that are unique and provide maximum satisfaction to them. For thoroughly
studying this area, investigation is performed over Hilton hotel which is one among the to
accommodation service provider international brand. In this investigation both primary and
secondary sources taken into consideration where secondary information gathered using online
sources with the help of literature review while primary information is gathered using
questionnaire where 20 managers of hotel are taken as respondents. This study support in
determining the importance that talent management hold for a hotel and manner in which it can
be used to enhance the growth of business.

ACKNOWLEDGEMENT
First of all, I would like to thank my God who supported me at each and every phaser of
my life. After that I want to thank my mentor who guided me throughout this investigation, listen
to me patiently, check my work and resolve my queries that help me achieving the desired goal.
With the addition to this, I would like to thank the employees of Hilton hotel who
provide their valuable time and support to me for performing this investigation effectively by
providing adequate information which I required by filling up questionnaire. Without their
support this investigation won't be able to get completed in effective manner.
At the end, I want to present thanks to my family members, friends and relatives as they
provide all their love and support throughout this investigation.

Table of Contents
ABSTRACT.....................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
TOPIC:- To analyse the importance of talent management of employees in growth of
hospitality industry- A case study on hotel Hilton...........................................................................5
RESULTS / FINDINGS..................................................................................................................5
DISCUSSION................................................................................................................................17
On the basis of primary data.................................................................................................17
On the basis of secondary data.............................................................................................20
CONCLUSION..............................................................................................................................21
RECOMMENDATIONS...............................................................................................................22
REFLECTION...............................................................................................................................23
REFERENCES..............................................................................................................................24

TOPIC:- To analyse the importance of talent management of employees in growth of
hospitality industry- A case study on hotel Hilton.
RESULTS / FINDINGS
Questionnaire
Q1. Are you aware about the concept of talent management in context of hospitality sector?
a) Yes
b) No
Q2. According to you, does talent management support a hotel in improving its customer
satisfaction?
a) Agree
b) Disagree
Q3. What are the major benefits that Hilton hotel will get with maintaining the talent
management effectively?
a) Improve company's reputation
b) Enhance productivity
c) Succeed over competitors
Q4. According to you, which among the following strategy is more appropriate for talent
management?
a) Job rotation
b) Training and development
c) Role design
Q5. what are the main components of talent management in context of hospitality organisation?
a) Career development
b) Talent acquisition and retention
c) Performance management
Q6. What are different approached that Hilton hotel can use for managing talent for enhancing
employees' performance?
a) Performance assessment
b) Selection process

c) Providing development opportunities
Q7. Do you think, talent management support in growth and success of a hotel?
a) Yes
b) No
Q8. As per your perception, which one is the major challenge that Hilton hotel have to face
while performing talent management practices?
a) Lack of leadership
b) Lack of employees involvement
c) Communication gap
Q9. According to you, what are major forces that attract a hotel to move toward adopting talent
management practices?
a) Changing consumer demand
b) Technological up-gradation
c) Rival actions
Q10. What initiative Hilton hotel can take in order to promote talent management among
employees?
a) Relationship management
b) Providing opportunity
c) Recognition and reward
Q11 What are several ways present in front of Hilton hotel to deal with the challenges while
talent management?
a) Effective leadership practices
b) Free flow of communication
c) Attractive compensation and reward
Frequency table
Q1. Are you aware about the concept of talent management in
context of hospitality sector?
Frequency
a) Yes 15
b) No 5

Q2. According to you, does talent management support a hotel in
improving its customer satisfaction?
Frequency
a) Agree 15
b) Disagree 5
Q3. What are the major benefits that Hilton hotel will get with
maintaining the talent management effectively?
Frequency
a) Improve company's reputation 10
b) Enhance productivity 5
c) Succeed over competitors 5
Q4. According to you, which among the following strategy is more
appropriate for talent management?
Frequency
a) Job rotation 5
b) Training and development 10
c) Role design 5
Q5. what are the main components of talent management in
context of hospitality organisation?
Frequency
a) Career development 6
b) Talent acquisition and retention 8
c) Performance management 6
Q6. What are different approached that Hilton hotel can use for
managing talent for enhancing employees' performance?
Frequency
a) Performance assessment 9
b) Selection process 4
c) Providing development opportunities 7

Q7. Do you think, talent management support in growth and
success of a hotel?
Frequency
a) Yes 15
b) No 5
Q8. As per your perception, which one is the major challenge that
Hilton hotel have to face while performing talent management
practices?
Frequency
a) Lack of leadership 10
b) Lack of employees involvement 5
c) Communication gap 5
Q9. According to you, what are major forces that attract a hotel to
move toward adopting talent management practices?
Frequency
a) Changing consumer demand 12
b) Technological up-gradation 3
c) Rival actions 5
Q10. What initiative Hilton hotel can take in order to promote
talent management among employees?
Frequency
a) Relationship management 5
b) Providing opportunity 12
c) Recognition and reward 3
Q11 What are several ways present in front of Hilton hotel to deal
with the challenges while talent management ?
Frequency
a) Effective leadership practices 10
b) Free flow of communication 5
c) Attractive compensation and reward 5

Findings:-
Q1. Are you aware about the concept of talent management in
context of hospitality sector?
Frequency
a) Yes 15
b) No 5
Q2. According to you, does talent management support a hotel in
improving its customer satisfaction?
Frequency
a) Agree 15
b) Disagree 5
a) Yes b) No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Q3. What are the major benefits that Hilton hotel will get with
maintaining the talent management effectively?
Frequency
a) Improve company's reputation 10
b) Enhance productivity 5
c) Succeed over competitors 5
a) Agree b) Disagree
0
2
4
6
8
10
12
14
16 15
5
Frequency

Q4. According to you, which among the following strategy is more
appropriate for talent management?
Frequency
a) Job rotation 5
b) Training and development 10
c) Role design 5
a) Improve company's reputation
b) Enhance productivity
c) Succeed over competitors
0
1
2
3
4
5
6
7
8
9
10
10
5 5
Frequency
a) Job rotation
b) Training and development
c) Role design
0
1
2
3
4
5
6
7
8
9
10
5
10
5
Frequency

Q5. what are the main components of talent management in
context of hospitality organisation?
Frequency
a) Career development 6
b) Talent acquisition and retention 8
c) Performance management 6
Q6. What are different approached that Hilton hotel can use for
managing talent for enhancing employees' performance?
Frequency
a) Performance assessment 9
b) Selection process 4
c) Providing development opportunities 7
a) Career development
b) Talent acquisition and retention
c) Performance management
0
1
2
3
4
5
6
7
8
6
8
6
Frequency

Q7. Do you think, talent management support in growth and
success of a hotel?
Frequency
a) Yes 15
b) No 5
a) Performance assessment
b) Selection process
c) Providing development opportunities
0
1
2
3
4
5
6
7
8
9
9
4
7
Frequency

Q8. As per your perception, which one is the major challenge that
Hilton hotel have to face while performing talent management
practices?
Frequency
a) Lack of leadership 10
b) Lack of employees involvement 5
c) Communication gap 5
a) Yes b) No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Q9. According to you, what are major forces that attract a hotel to
move toward adopting talent management practices?
Frequency
a) Changing consumer demand 12
b) Technological up-gradation 3
c) Rival actions 5
a) Lack of leadership
b) Lack of employees involvement
c) Communication gap
0
1
2
3
4
5
6
7
8
9
10
10
5 5
Frequency

Q10. What initiative Hilton hotel can take in order to promote
talent management among employees?
Frequency
a) Relationship management 5
b) Providing opportunity 12
c) Recognition and reward 3
a) Changing consumer demand
b) Technological up-gradation
c) Rival actions
0
2
4
6
8
10
12
12
3
5 Frequency

Q11 What are several ways present in front of Hilton hotel to deal
with the challenges while talent management?
Frequency
a) Effective leadership practices 10
b) Free flow of communication 5
c) Attractive compensation and reward 5
a) Relationship management
b) Providing opportunity
c) Recognition and reward
0
2
4
6
8
10
12
5
12
3
Frequency

DISCUSSION
On the basis of primary data
Theme 1 : The concept of talent management in context of hospitality sector
Interpretation : - Talent management plays a significant role in preparing a workforce
that has a capability to deal with the challenges that area available within a business
environment. By performing investigation over 20 managers of Hilton hotel it has been identified
that 15 out of 20 respondents are aware and have basic understanding regarding the talent
management ion term of hospitality sector. While other 5 respondents are not much clear about
the talent management practices. From this it has been identified that majority of people are
aware about the concept of talent management as it is a major part of employee management and
in hospitality sector employees are consider as the face of a hotel as they are the person who
directly interact with customers. Therefore, it remain crucial for a hotel to manage and align the
skills and capability of its employees in right direction.
Theme 2 : Talent management support a hotel in improving its customer satisfaction
Interpretation : - By performing investigation it has been identified that the 15 out of 20
respondents are agree with the fact that talent management support hotel in improve8ing its
a) Effective leadership practices
b) Free flow of communication
c) Attractive compensation and reward
0
1
2
3
4
5
6
7
8
9
10
10
5 5
Frequency

customer satisfaction. But on the other side another 5 respondents are disagree as according to
them only talent management is not a basic practices rather the quality of service delivered is
also crucial. From this it has been identified that the talent management support in enhancing
customers satisfaction as with the help of this a hotel be able to align its employees' skills and
capability in right manner toward fulfilling the requirement of customers. This in turn contribute
toward keeping customer satisfied.
Theme 3 : Benefits that Hilton hotel get with maintaining the talent management effectively
Interpretation : - There are number of benefit that a hotel get by adopting proper talent
management practices. By performing investigation over this it has been identified that 10 out of
20 respondents said that Hilton hotel will get benefited with improved company's reputation. But
on other hand 5 respondents said that it help in enhancing productivity while 5 respondents said
that it will benefited with success over competitors. By evaluating the gathered information
effectively it has been determined that majority of people are in favour of improve company's
reputation as a major benefit to Hilton hotel. This is so because by adequate management of
employees talent it become easier to delegate right work or authority to a person who can operate
it effectively. This in turn contribute toward not only managing a highly qualified workforce but
at the same time also support in keeping customer satisfied that further contribute toward
improving the brand image in marketplace.
Theme 4 : Strategies appropriate for talent management
Interpretation : - By performing investigation over the strategies of talent management it
has been identified that 5 out of 20 respondents said that job rotation is better strategy for talent
management. But 10 respondents said that training and development would be more appropriate
while 5 respondents said that effective role design will help a lot. Hence, the majority of people
are in favour of training and development, this is so because by organising appropriate trainings
and development program it become easier to sharpen up the skills or capabilities of employees
that remain suitable to the forthcoming challenges.
Theme 5 : Components of talent management in context of hospitality organisation
Interpretation : - As per the information presented above it has been interpreted that 6
out of 20 respondents said that career development is the main component of talent management
for hospitality organisation. But on the other side 8 respondents said that talent acquisition and
retention is the major component of hospitality organisation, while 6 respondents said that

performance management is the main components. But from the evaluation of information it has
been identified that the majority of people are in favour of talent acquisition and retention. This
is so because effective talent management support in acquiring the right talent for the
requirement of business. Additionally it also support in keeping the skills or talent of employees
maintained for longer duration in order to ensure high quality performance of business.
Theme 6 : Approached for Hilton hotel to manage talent for enhancing employees'
performance
Interpretation : - There are number of approaches available which can be used by the
Hilton hotel for talent management that support in enhancing the employees performance. By
performing the investigation over this it has been identified that 9 out of 20 respondents said that
with the help of performance assessment Hilton hotel can manage its talent. But on the other side
4 respondents said that the selection process is better approach for talent management, while 7
respondents said that by providing regular development opportunity it become easier for Hilton
Hotel to manage talent among workforce. From this analysis of information it has been identified
that majority of people consider performance assessment as a main approach toward talent
management. This is so because with the help of regular assessment it become easier to
determine the area that require to be manage effectively in terms of skills, capabilities and
performance of employees which contribute toward improving its performance.
Theme 7 : Talent management support in growth and success of a hotel
Interpretation : - Talent management plays a significant role within the growth and
success of a hotel by enhancing the quality of workforces. By performing investigation over this
it has been identified that 15 out of 20 respondents said yes to this fact but on the other side 5
respondents said no to this. By evaluating the information effectively it has been identified that
majority of people said yes as effective talent management practices support in providing a high
skilled or qualified workforce that further contribute toward organisational success.
Theme 8 : Major challenge that Hilton hotel have to face while performing talent
management practices
Interpretation : - From the above mentioned information it has been identified that 10
out of 20 respondents said that lack of leadership is a major challenge of talent management. But
5 respondents said lack of employees involvement is a issue but another 5 said that
communication gap is the major issue. By evaluating the data it has been identified that majority

of people are in favour of lack of leadership this is so because a leader plays a significant role in
guiding, directing and developing the employees to perform well in their area of work.
Theme 9 : Forces that attract a hotel to move toward adopting talent management practices
Interpretation : - As per the information presented above it has been interpreted that the
12 out of 20 respondents said that changing consumer demand is that major force that attract a
hotel toward adopting the talent management practices. But 3 respondents said that the
technological up-gradation is a forces that leads to talent management while 5 respondents said
its about rival action. From this it has been found that changing customer demand attracts Hilton
hotel toward talent management as a hotel can achieve sustainability only with the help of
keeping customers satisfied, so talent management help in aligning the practices of employees as
per the changes anticipated within industry.
Theme 10 : Hilton hotel can take in order to promote talent management among employees
Interpretation : - From the above mentioned information it has been found that the 5
respondents are in favour of relationship management as a initiative to promote the talent
management among employees. But 12 respondents said that providing opportunity is a big
initiative while 3 respondents said that recognition and reward would be better initiative. From
this majority of people are in favour of “opportunity” as a better initiative toward talent
management as it support in providing employees a chance to explore new things and utilise
their skills to deal with that challenges. This support in keeping talent among employees well
managed.
Theme 11 : Ways present in front of Hilton hotel to deal with the challenges while talent
management
Interpretation : - From the above mentioned information it has been identified that 10
out of 20 respondent said that effective leadership practices can be adopt for dealing with
challenges while 5 are in favour of free flow of communication and 5 said attractive
compensation and reward. Hence majority of people are in favour of effective leadership
practices as a good leader is one that always formulate such strategies that leads to development
of employees which in turn contribute toward effective talent management.
On the basis of secondary data
From the information gathered through secondary research it has been found that talent
management contains several scope within the HR processes in term of attracting, developing,

motivating and retaining the better performance of employees. Its main focus is about driving the
performance of employees by integrating the management practices of employees. The talent
management is consider as a systematic process which involve stages like identification of
requirement, perform practices toward development of employees, keeping them engage,
retaining them for longer and deployment of individual that holds up value to an organisation.
The effective talent management practices within an organisation leads to its organisational
success. Therefore, in order to perform the talent management Hilton Hotel can adopts certain
level of innovation that are related with product, process or another intervention in order to keep
employees prepare with future challenges or risk that may arise or affect their performance. The
talent management practices also support in formulating better business strategies that may affect
the growth of company by aligning the skilled workforce to work as per the demand of market.
In hospitality sector, employees are consider as the face of brand who remain in front of
the customers to deal with their requirement. Therefore, effective talent management practices
support a hotel to develop such as skilled or competent workforce that become able to deal with
the challenges as well as changes that get anticipate while working. This in turn support hotel to
develop a positive image in front of its target market by keep them satisfied with the services by
fulfilling all the need and demand of consumers. This in turn further contribute toward
improving the performance of employees and at the same time contribute toward the growth of
hotel.
CONCLUSION
From the above mentioned information it has been summarised that the talent
management is consider to be most significant practice for a hotel that support it in performing
well within the marketplace by managing a team of high skilled and qualified workforces. This is
so because the talent management is a practice that contribute toward recruiting, managing,
developing and retaining the employees at workplace effectively in such a manner that they
become able to perform well within each present situation in front of them. By performing
investigation over this it has been identified that the majority of people are in favour that talent
management support in enhancing the level of customer satisfaction for a hotel. As talent
management support in keeping the employees more prepared with the upcoming changes in the
market place and within the demand of consumers. This in turn support them in performing the

operations and delivering services as per the demand of customers which ensure maximum
satisfaction from the customers side.
Despite of all this, talent management practices provide a range of benefit to an
organisation which includes enhancing productivity, as such practices help in sharpening up the
skills or capability of employees which in turn contribute toward improving their performance
and level of productivity. On the other side, it also help in improving the reputation of company
as high skills and competent workforce contribute toward keeping the customers satisfied that
further help in word of mouth publicity which contribute toward improving the brand image. But
, talent management is not much easier process for an organisation to implement as it involve
number of challenges in this practices. These includes lack of leadership, lack of employees
involvement in business practices or communication gap among employees due to cultural
barrier. Therefore a hotel must focuses toward adopting effective strategies in order to maintain
talent management for a long run which includes formulating effective role design, regular
execution of training and development program and job rotation for providing more and more
opportunities to employees along with job challenges.
RECOMMENDATIONS
By performing investigation over Hilton hotel regarding the importance of talent
management for employees growth in hospitality sector it has been identified that there are
number of challenges that get arises while this process. Therefore, in order to deal with such
issues following recommendation are provided to Hilton hotel that it must implemented, such as,
 The managers of Hilton hotel must focuses toward improving their communicational
approach and try to implement free flow process for interaction so that employees can
communicate with their seniors whenever they require guidance. This not only support in
keeping them motivated but also help them in remain engaged with work and at the same
time keep them ready to try new things.
 The mangers of Hilton hotel must try to organise training or development session for its
employees on regular basis. This can be organised either with an aim to improve
particular skills or capability of employees or it can be fro developing certain kind of
knowledge among employees regarding the changes that are anticipated with in the
marketplace and may affect the operations of hotel. This in turn support in keeping them

aware about the upcoming challenges that they may face while working so it support in
keeping them engage toward continuously improving themselves.
 The managers of Hilton hotel must focuses toward regularly providing challenging task
to the employees so that they become able to enhance their potential to work. This is so
because by getting a new or challenging work to do employees feel motivated and try to
implement their own knowledge, experience or skills to perform better. This in turn
provide them a chance to prove themselves and be able to prepare themselves for future
upcoming challenges.
REFLECTION
I am glad that I got this opportunity to perform investigation over such an interesting
topic i.e. importance of talent management for employees growth within Hospitality sector. The
experience throughout this investigation remain so good as I become able to enhance my
knowledge and understanding regarding talent management practices. This study remains
successful and in order to present this investigation effectively, I firstly performing secondary
investigation where I represent the view point of several scholars and critically review that in
order to determine the nature of study. On the bases of finding extracted through secondary
information I prepared a questionnaire and then distribute it to 20 managers in order to gather
primary information fro my investigation. These all contribute toward fulfilling my aim behind
conducting this investigation effectively.
While performing primary investigation I found several issues like time was very much
limited and the respondents are not ready to provide information as they are annexes that they
personal details get revealed through this investigation then they found issues in their job. But
then I make them assure about all these things that the informed consent will allow you to back
out any time when you want and their remain full confidentiality about the details which they
provide for the purpose of investigation.
As the time provided for this study was limited I gathered information with the help of
questionnaire but in case when I again get a chance to performing investigation over such a
broad and interesting topic then I will make use of interview as my data collection tool. This is
so because it support in performing a face to face interac6tyion with the people that are having
understanding regarding the area of study which help in getting larger amount of information.

REFERENCES
Books & Journals
Bratton, J. and Watson, S., 2018. Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry. Worldwide Hospitality and Tourism
Themes.
D’Annunzio-Green, N., 2018. Conclusion: is talent management a strategic priority in the
hospitality sector?. Worldwide Hospitality and Tourism Themes.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Gioia, D. A., Corley, K. G. and Hamilton, A. L., 2013. Seeking qualitative rigor in inductive
research: Notes on the Gioia methodology. Organizational research methods. 16(1).
pp.15-31.