Analysis of Personnel Resourcing and Development at the Hilton Hotel

This report analyzes the personnel resourcing and development practices at the Hilton Hotel, focusing on the link between personnel development and organizational outcomes, particularly employee engagement. The report begins with an overview of the Hilton Hotel, highlighting its services and market position. It then identifies key issues such as high employee turnover, customer complaints, and communication problems, comparing Hilton's performance with competitors like Marriott and Hyatt. The analysis explores the root causes of these issues, including low employee motivation, inadequate training, and ineffective communication channels. The report emphasizes the importance of effective communication and the need for improved training programs, recognition, and benefits to enhance employee engagement and reduce turnover. Primary research methods like questionnaires and surveys are discussed, highlighting their advantages in gathering data. The report concludes with recommendations for strategic improvements, including better training programs, employee recognition, and feedback mechanisms to improve employee satisfaction and organizational performance.

PERSONNEL
RESOURCING AND
DEVELOPMENT

Table of Contents
MAIN BODY..............................................................................................................................................3
Aim..........................................................................................................................................................3
Overview of organization........................................................................................................................3
Comparison with other organizations......................................................................................................4
Conclusion...............................................................................................................................................5
Advantages of primary research methods................................................................................................7
REFERENCES............................................................................................................................................9

MAIN BODY
Aim
To identify the link between personnel development and organizational outcomes and its
impact on employee engagement
Overview of organization
Hotel Hilton is basically the full-service hotel as well resort being established in 1919 by
Conard Hilton and headquartered in Virginia, U.S. This hotel mainly provides a range of services
as well as facilities to the customers. This hotel is mainly flagship brand of the American
multinational hospitality company which is Hilton. There are mainly 586 properties of Hilton
hotel which has the rooms around 215623. These rooms and properties are mainly located across
85 countries as well as territories and in six continents. This hotel provides a range of services to
their customers including Wi-Fi digital check-ins, keyless entry, mobile apps etc (Reilly, 2018).
This hotel is generally one of the largest brand across the whole world and mainly targets
business as well as leisure travelers across the major cities. Due to its presence near the airports
and convention centers, this hotel has become one of the major popular and renowned site for
vacations. This hotel in addition to the quality services also provides various exclusive discounts
and amenities to customers. The market share of Hilton is around 16.4% with a great revenue as
well as profit ratio. Thus, this hotel is spread across the various locations.
Issues
Currently, Hilton is facing a large number of issues regarding the employee’s turnover.
Along with this, the hotel is also facing lots of challenges in relation to the personnel
development as well as talent management.
Great turnover
This is one of the major issue which Hilton is facing. In comparison to the other hotels,
the attrition and turnover rate of Hilton has increased from past few years. The main reason
behind this is low level of motivation. Hotel have reduced its focus on implementing best

practices for motivating the employees and thus due to this, most of the employees are leaving
the organization (Ridgway, 2019).
Customer complaints
This is the another issue which hotel l is facing currently. The complaints of the
customers regarding its services have eventually increased due to poor customer services
provided by employees. Due to less emphasis on training, the employees of Hilton have lack
behind in terms of skills and experience. Thus, this has led to the poor customer services and
increased complaints of customers (Thoman and Lloyd, 2018).
Improper communication
Effective communication is basically important for each and every organization to
succeed. The hotel Hilton does not have proper channels of communication due to which the
employees are not able to interact with each other on regular basis effectively. Thus, lack of
proper communication is one of the major issue which this hotel is facing. Along with this, due
to hindrance in communication, the motivational level of employees has also decreased and this
has given rise to high turnover number.
Comparison with other organizations
It has been found that despite high competitive advantage, Hilton is currently facing a
great number of issues as well as challenges. Within the service industry, this hotel has some of
the practices which are impacting their employees and organization negatively.
High turnover number
This is the major issue which Hilton is facing is increasing turnover. The employees
within Hilton are frequently leaving the organization and thus have given rise to high attrition
rate. The main reason behind this is that employees generally have no proper reason to work
effectively as hotel provides incentives as well as recognition less frequently. Due to this,
employees are not highly motivated and this leads to increasing turnover ratio. The other hotels
like hotel Marriott have a great retention rate and the employees are highly satisfied as well as
motivated and work with high commitment. They follow the good practice by providing various
monetary and non-monetary benefits to their employees on weekly basis. Like for example-

management of Marriott provides various appreciation to their employees like employee of the
week, best performer etc. This practice eventually increases the motivation level of employees
and hence they tend to retain in the hotel (Zhuravska, 2019).
Customer complaints
Customer usually compliant about the inefficient responses which their staff gives to the
customers. They normally complaint that when they call their staff, employee do not provide
proper answer to their complaints and disconnect the call without resolving the complaint. In
addition to this, they behave rudely when asked about the various services of hotel Hilton. The
employees of Hilton are not well-trained as well as do not have the proper knowledge of how to
resolve the queries or how to respond to the calls. There are various hotels which follow the best
practice and thus have reduced the customer complaints to high extent. For example- numerous
seven star hotels like Hyatt have implemented call-back solution within their organization in
order to resolve the complaints of customers. Along with this, these hotels mainly provide an
effective training to their employees on monthly basis to inculcate a great skill of responding to
complaints effectively (Viitala, Kultalahti and Kangas, 2017).
Improper communication
The employees in Hotel Hilton are not able to communicate effectively each other due to
improper channels of communication. Hilton generally has no single platform over which
employees can communicate with each other as well as with other levels of hierarchy. Due to the
improper and ineffective communication, work-life balance of employees has been disturbed as
well as they are not able to communicate regarding the work issues and personal issues with each
other. This has directly led to increased turnover number within organization. Thus, Hilton
needs to improve its channels of communication in order to increase employee engagement. The
other five star hotels like Four seasons hotel has established an internal platform and separate
portal on which employees can interact with each other regarding work issues. Along with this,
the hotel conducts frequent meetings on weekly basis in order to interact with the employees face
to face and understand their issues (Brewster and et.al.,2016).

Conclusion
The hotel Hilton should develop various strategies as well as tactics in order to increase
employee engagement and develop a great workforce
Proper training
This is one of the most effective strategy which Hilton should adopt in order to mitigate
the issues which it is facing. Providing an effective training as well as development to the
employees will help to incorporate the necessary skills and qualities within them which are
required for carrying out the job. Hotel Hilton should provide effective training to its employees
in order to reduce the employee turnover. Besides this, hotel should conduct various seminars
and events for their employees as well as encourage them to attend these in order to increase
their overall engagement as well as enhance its productivity. When Hilton will offer training to
the employees then it will eventually result in the enhancement of their attitudes as well as skills
and thus their motivation level towards their work will also increase. This will also help to
improve the performance and productivity of the overall workforce (Bennett, 2017).
Recognition and benefits
This is the another strategy which Hilton should use in order to increase the employee
engagement as well as increasing the satisfaction level. Hilton should continuously recognize the
performance of their employees by providing recognitions and benefits to the employees. Instead
of focusing on only the monetary benefits, Hilton should provide both monetary as well as non-
monetary benefits to their employees like promotion, flexible working hours, extra leaves etc. By
offering various appreciation as well as recognition, Hilton will directly or indirectly increase the
overall satisfaction level and commitment of employees towards the work. This will eventually
increase the performance and productivity of employees. This will also help the hotel to
overcome the main issue of increasing turnover as when employees will be highly motivated and
satisfied then they are less likely to leave the organization. Besides this, hotel should also offer
various appreciation letters and should continuously appraise the employees for their outstanding
performance (Donnelly, Kennedy and Widener, 2018).
Offering feedback

Soft skills play a great role within an employee and enable the organizations to achieve
their long-term and short-term goals. These soft skills and attitudes can only be developed within
the employees by providing them time to time feedback. Feedback is one of the effective way
through which employees come to know that where they lack behind and what improvement they
need in order to perform the particular task. The management of Hilton should provide feedback
to their employees more often in order to make them understand about the skills which are
essential for performing their job. Through conducting the meetings more often, by regular
emails etc management of Hilton should provide feedback to their employees as where they need
improvement or what skills they need for providing better customer services. This will also help
Hilton to overcome the issue of increasing complaints from customers as when customers will
receive regular feedback from their supervisors then this will help them to bring positive attitude
within them. This will also help the hotel to increase overall knowledge base of the employees.
Advantages of primary research methods
The primary research methods are basically the methods which are being used by
researchers for collecting the first hand data as well as information. Primary data primarily
consist of the data which has not been collected by someone else in the past and is the fresh
information. In short, primary research methods are the one in which research collects the data as
well as information which is fresh and is collected by the researchers.
Questionnaire
This primary research method has been used in this report where the employees of the
hotel were given a short questionnaire in order to know their satisfaction level. Questionnaire is
basically the series of the questions which are being asked to the people for obtaining
information about the particular topic. The main aim of using this research method is that it helps
the researcher to obtain the information from entire population. The main advantage of this
method due to which it has been used is that it is generally inexpensive as well as affordable. For
gathering the quantitative data, no additional cost or expense is required as questionnaire can be
easily placed on the website as well as can be administered directly to the employees (Hart,
2017).
Surveys

Thus is the another primary research method which has been used in this study. Surveys
are basically the method as well as process of carrying out the research by collecting data and
information from the group of people. This can be either online survey or offline survey. The
employees of Hilton were being surveyed about their views on the various aspects of hotel. The
major advantage of this method due to which it has been used is that it can be developed within
short period of time as well as require low cost as well as expense. Thus, surveys are generally
cost-effective. Along with this, survey also enables the researcher to collect great information
which is highly reliable and effective as in this, information is directly collected from the
employees (Worlu, Jikawo and Omotoyinbo, 2016).
Focus group
This is the another type of primary research method but this has not been used in this
study. Focus group is predominately the group of people which are mainly assembled for
participating within a particular discussion. The major reason behind not selecting this method is
that it usually works effective when there is launch of new product. The major disadvantage of
this method is that it is basically difficult to control as well as manage. Along with this, it is
generally an expensive process as some of the participants charge money for participating within
the discussions (Reilly, 2018).

REFERENCES
Books & Journals
Bennett, B., 2017. Self Managed Learning and Continuing Professional Development. In Self
Managed Learning in Action (pp. 167-181). Routledge.
Brewster, C and et.al.,2016. International human resource management. Kogan Page Publishers.
Donnelly, A., Kennedy, F.A. and Widener, S.K., 2018. Insights into the Relationships between
Personnel Control, Action Control, and Intrinsic Motivation. Action Control, and
Intrinsic Motivation (June 30, 2018).
Hart, T., 2017. The role for the personnel practitioner in facilitating environmental responsibility
in work organisations. In Greening People (pp. 185-198). Routledge.
Reilly, P., 2018. Building customer centricity in the hospitality sector: the role of talent
management. Worldwide Hospitality and Tourism Themes.
Ridgway, M., 2019. Brexit: human resourcing implications. Employee Relations: The
International Journal.
Thoman, D. and Lloyd, R., 2018. A Review of the Literature on Human Resource Development:
Leveraging HR as Strategic Partner in the High Performance Organization. Journal of
International & Interdisciplinary Business Research.5(1). pp.147-160.
Viitala, R., Kultalahti, S. and Kangas, H., 2017. Does strategic leadership development feature in
managers’ responses to future HRM challenges?. Leadership & Organization
Development Journal.
Worlu, R.E., Jikawo, T.O. and Omotoyinbo, C.A., 2016. MAXIMIZING EMPLOYEE
RESOURCING FOR THE ACHIEVEMENT OF SUSTAINABLE COMPETITIVE
ADVANTAGE. Journal of Business & Value Creation.5(2). pp.101-114.
Zhuravska, N., 2019. The Employee Resourcing of Human Resources Management: A
Comparative Aspect. Comparative Professional Pedagogy.9(3). pp.1-7.