Employee Engagement in the Hotel Industry: A Comprehensive Analysis

This report provides a detailed analysis of employee engagement within the hotel industry, focusing on the Hilton Hotel as a case study. It begins with an overview of the organization, identifying the current issue of a scarcity of talented workforce and resistance to change. The report then delves into personal development practices, comparing Hilton's approach to that of Marriott, highlighting good and poor practices. It emphasizes the importance of employee engagement and continuous performance development plans. Furthermore, the report examines corporate ethic strategies and their sustainability for lifelong employment, discussing the role of corporate social responsibility (CSR) and ethical strategies in fostering a positive work environment. Finally, the report concludes with recommendations for Hilton Hotel, suggesting strategies like continuous personal development plans and skill audits to develop a skilled and engaged workforce, thereby improving organizational outcomes and ensuring lifelong employment opportunities within the hospitality sector.

HR PROJECT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................4
Overview on organization............................................................................................................4
Current issue................................................................................................................................4
Task 2...............................................................................................................................................5
Personal development practice....................................................................................................5
Task 3...............................................................................................................................................7
Corporate Ethic Strategy and it’s sustainability for lifelong employment..................................7
Task 4...............................................................................................................................................8
Conclusion...................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Personal development can be defined as the process wherein includes activities that
enhance awareness and determine, develops skills and personality as well as improves quality of
living standard. In other word, those activities that influence person’s talent, qualities,
employability, potential, consciousness and develops wealth of individuals. It is a lifelong
process that supports individuals to gain aims and objectives which they have saw in dreams and
leads personal empowerment. To understand role of personal development has an example
Hilton Hotel. It runs it’s business in hospitality sector and offers it’s services worldwide. This
report will discuss about employee engagement and it’s significance in the Hilton Hotel.
Task 1
Overview on organization
Hilton Inc. is an American multinational hospitality industry that posses’ broad portfolio
of hotels and resorts. UK is one of the main countries among others whereas Hilton has
established good brand image in the hospitality sector due to it’s franchise. The mission
statement of the Hilton Hotel is to develop heartfelt experience for the service users or guests,
valuable opportunities for the team members and a profitable impact on their communities
(Akkanen, 2017). Organization runs it’s business in multiple countries across the world through
it’s franchises. More than 169,000 employees offer their services in the Hilton hotel to the
customer across the world. The main objective of the company is to build highly trustable brand
positioning in the sector so that it improves customers base. It has emerged top 18 brands around
the market segments that have established strong brand image in multiple countries.
Management of the Hilton Hotel is quite active that can see through Hilton Hotel’s brand
positioning. It posses’ different type of products and services at flexible costs that supports to
attract each type of customers to buy it’s hospitality services. Human resource managers have
created different marketing strategies that supported to capture large market share in it’s
hospitality industry.
Current issue
Hilton runs it’s business international level but currently it faces various issues within
organization that directly impact on it’s output negatively. The major issue is scarcity of talented

workforce and existing resistance to adapt change accordingly organization’s operation. These
issues reduces working productivity of staff members that leads results in the form of customer
dissatisfaction, competitive disadvantage, high pressure of competitors on organization and
others. Overall, Hilton Hotel condition is becoming pathetic in respect of employee (Truong and
Li, 2017). Such situations are taken place within Hilton because HR management is not focusing
on employee wellbeing and their personal development as result that have reduced employee
engagement. This issue can be overcome when human resource of Hilton Hotel takes some
effective initiative for the employee orientation. Without employee engagement or development
no organization can achieve goals and it’s objectives so it is mandatory to keep constant
development in employee’s performance. Hilton Hotel manager always focuses on fulfil all
dreams of the company instead of staff. Therefore, they have developed number of business
strategy to come true dream of the Hilton Hotel.
However, managers of Hilton Hotel have awarded number of staff members accordingly their
performance to stay motivated them for long time. But they do not give attention on employee’s
personal development so organization faces scarcity of talented workforce. With personal
development theme Hilton Inc. can develop talented workforce in the working place. Personal
development and skill audit are the best strategy that will develop individuals’ skills and
potential as result improves competency in them (Alcala, 2017). While such initiatives will
increase employee engagement within workplace and attracts others new talented applicants to
apply for the job. Apart from this, skill audit strategy leads awareness in individuals about their
strengths and weaknesses through skills rating scale. With this scale employees can determine
their weak areas that needs to be developed to improve core competencies in themselves. This
performance rating scale supports Hilton company to screen best skills that can lead success in
the future for the business. While continuous performance development plan improves skills and
performance of individuals continuously that builds confidence among them and encourages to
accept all emerging changes within hospitality industry. Thus, managers of the Hilton can
improve employee engagement and in exchange individuals will supports to gain competitive
advantage from the competitors by offering best value-added services to the guest as well as
raises goodwill of the business.

Task 2
Personal development practice
Hilton Hotel focuses on customers’ needs and requirement as well as on it’s competitors
actions so that it can achieve best brand positioning in the global market. Even managers and
leaders of the Hilton works together to take effective decision so that organization enables to
meet all short-term and long-term within timeframe. Managers have introduced reward strategy
within organization in order to stay motivate their staff. But they do not focus on employee’s
personal development due to this currently it focuses scarcity of talented workforce. While there
has an example of another service industry organization such as Marriott that also runs it’s
business in multiple countries around the world through it’s franchises and posses’ a broad
portfolio of hotels and resorts associated with lodging facilities. Marriott Inc. is famous as the
largest hotel chain in the global market. Today every customer wants to visit and buy services of
this hotel due to warmed welcome and high availability of franchises across the world. The
mission statement of the Marriott Inc. is to improve living standard and status of it’s customers
by developing advanced leisure experience (Bogamand et.al., 2016).
Objectives of the service organization is to keep employee highly motivated and
improves employee engagement within workplace by organizing different performance
development program. Marriott Inc. is globally popularized for it’s services and employee
retention as compared Hilton Hotel. The reason behind is that Marriott’s management have
implemented continuous performance development plan strategy. This program supports
organization in improving individual’s performance constantly as result it has developed talented
workforce within workplace. This plan is not only support organization to improve level of
customer delivery service but also employees. With this plan individuals become responsible to
improve their potentials and sets of skill through regularly practicing on their weak areas which
impacts on their overall performance within company (Bonilla, 2018). That’s why today Marriott
Inc. has captured large market share in hospitality industry on it’s certain products while Hilton
Inc. runs it’s business on global level as well but after that it is not famous like Marriott. Another
reason is that Marriott Inc. does not believe to motivate it’s staff through financial strategy like
incentives because it stated that incentives and offers can keep individuals motivated for the
short time but cannot make them feel valuable for the company as well as best decision to do job

in this company. Only employee engagement and career opportunities can make individuals feel
that the select right option to offer it’s services in the Marriott Hotel. Such thinking of Marriott’s
owner has made company highly successful in the global market (Hamilton, 2018). While
Hilton Hotel always focuses on customer’s satisfaction and earning competitive advantage so
they offer incentives and profit-sharing strategy to the staff member but does not focus on their
personal development that’s why currently Hilton faces scarcity of talented workforce within
workplace.
From the above discussion can be analysed that Marriott Hotel has good employee engagement
practices as compared Hilton Hotel.
Task 3
Corporate Ethic Strategy and it’s sustainability for lifelong employment
Corporate ethic strategy is essential for developing an ethical business effectively. There
are various organization that have goals to share ethic and ethical culture within organization
which leads sustainability within business either situation is favourable or non-favourable.
Ethical strategy creates platform for the organization so that it can carry all operation in efficient
manner. A effective ethical strategy develops two way communication within organization which
helps to take effective decision. Ethics are highly essential for the hospitality industry because
these helps company to improve satisfaction of it’s customers in term of respect, trustworthiness,
accountability as well as integrity (Hantuli, 2016). These are major ethics for the hospitality
industry that leads lifelong sustainability within business.
Corporate social responsibility (CSR) is the best corporate strategy that has followed by
Hilton Hotel within organization in improving it’s guest satisfaction and establish good brand
image in the hospitality sector. This strategy is the organization’s promise or commitment to
maintain the social, economic and environmental effect on it’s business activity effectively.
However, CSR activities comprises various policies of organization that stimulate on working
with stakeholders or partners who always implements ethical business practice. With the CSR
activities management of the Hilton Inc. attracts all new talented applicants to work in the
company and maintains wellbeing of existing staff member within company (Lacsamana, 2018).

Corporate social strategy also supports to keep fairness in decision-making process and
promotional policies while management of the Hilton hotel follows all ethics in the employment
policies which keeps employee retain within workplace. Human Resource Advisor keeps
constant change in employment policy accordingly government change so that each employee as
part of Hotel can take advantage of the all additional services like flexible working hours.
Human resource managers and leaders works together within company to take effective decision
in the favour of organization and employees’ development. For example, social contract between
employer and employees is one of the main emerging corporate ethic strategies among others.
this decision has taken by human resource and leaders of the Hilton which helps to maintain
sustainability in employment for the lifelong time. Another ethical rule also has involved by
human resource managers in the recruitment and selection strategy such as debate on social and
employee’s responsibility (Songur, 2018). There is a reason to include this rule is that to
understand employee’s acknowledgement about their responsibility in the context of social and
personal. Hilton has objective to stand over it’s commitment regrading ethics so that it enables to
gain reputable and highly loyal brand positioning in the global market. These all above strategies
of ethics helps Hilton Hotel to sustain in the international market and this sustainability also
assist in achieving lifelong employment.
Task 4
Conclusion
This report has been concluded about Hilton Hotel background. From the above
discussion has been summarized that Hilton Hotel has applied effective business strategy to lead
success in the business and has implemented employment wellbeing strategy like rewards such
as incentives, recognition and flexible working hours but unable to keep workforce talented
within workplace. the reason behind was that lack of employee engagement program which has
impacted on organization performance. Corporate ethical strategy also has practiced by
management of Hilton hotel to keep sustainability in business as well as employment etc. has
been concluded in the brief study. There has some suggestion for the Hilton Hotel that helps to
develop talented workforce as well as attitude lifetime employment. These are described as
follows:

 Continuous personal development plan is the best strategy for the Hilton Hotel because it
will support company to keep constant development in individual’s performance within
workplace and makes them highly potential and competent to accept all emerging
changes within hospitality industry. With this plan organization is not only improved
individual performance but also gains positive publicity in the hospitality sector. Thus,
company can be developed talented workforce within working place.
 Skill Audit is another strategy of personal development that supports managers of the
Hilton Hotel to identify number of skills in individuals through performance rating scale.
With this rating scale managers can give grade to skills and determine their weak areas
which never come in highlight. Even staff members also get chance to determine their
strengths which can improve their career opportunity in the future and they can identify
their weakness as well through the scale (Noonan and Rankin, 2017). Based on the
performance rating scale managers of Hilton hotel can organize personal development
plan to develop individuals’ weak areas as result improves their working and customer
delivery services within workplace. Thus, this approach develops attitude of organization
for lifelong employment.
 If Hilton company adapts 360 Degree Feedback Strategy that will help to measure
effectiveness of both above recommended strategies that automatically leads
sustainability in the business operation in it’s sector.

REFERENCES
Books and Journals
Akkanen, J., 2017. Key Factors for Entering the Hotel Design Market in the UK.
Alcala, A.M., 2017. Managerial Strategies for Improving Employee Engagement: A Single Case
Study.
Bogam, R.R and et.al., 2016. Faculty Perceptions about Continuous Professional Development
Plan during Mentoring and Learning Web Sessions. Journal of Education Technology in
Health Sciences, 3(1), pp.4-7.
Hamilton, N., 2018. Leadership of Self: Each Student Taking Ownership Over Continuous
Professional Development/Self-Directed Learning. Santa Clara L. Rev., 58, p.567.
Hantuli, L., 2016. An Analysis of Hotel Loyalty Programs: A Case Study of the Hilton HHonors
Loyalty Program.
Lacsamana, R.M., 2018. Learning Needs Assessment of Non-Teaching Personnel as Input to
Human Resource Development Plan.
Noonan, A. and Rankin, C.P., 2017. Hilton hotel worldwide: A case study exploring corporate
social responsibility and stakeholder management. International CHRIE.
Songur, A., 2018, June. Reviewing CSR Promotional Communication Strategy in Hospitality
Industry: Analyzing A Case Study. In Global Conference on Business and Economics
(GLOBE 2018).
Bonilla, J.C., 2018. Fulfillment of the employee psychological contract in a healthcare system:
Does it drive employee engagement and reduce turnover intention?.
Truong, K. and Li, Y., 2017. Leadership Audit for Hilton Garden Inn San Diego Del Mar.