Hilton Hotel: Market Trends, Skills Requirements and Quality Systems

This report provides a comprehensive analysis of Hilton Hotels, examining market trends such as technological advancements and sustainable practices, and their impact on guest service management. It explores the essential hospitality skills required, including communication and adaptability, and discusses operational issues like menu planning and legislation. The report delves into quality management systems, particularly the use of Property Management Systems (PMS) to enhance guest experiences, covering aspects from front desk operations to payment processing. It concludes by summarizing the key findings, emphasizing the importance of adapting to market changes and maintaining high-quality service standards to ensure continued success within the competitive hospitality industry. The analysis includes discussions on performance measures, cultural influences, and verification/grading systems employed by Hilton to maintain its brand image and attract consumers.

International Hotel Management
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Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Discussion on the Market trends of Hilton hotel.........................................................................3
Discuss the Hospitality Skill Requirements and Operational Issues and systems for provision
of guest services...........................................................................................................................4
Quality Management Systems.....................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
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INTRODUCTION
International Hotel management is based on the process or method which is mainly utilised
by hospitality industry to perform various operations and functions. Generally, hotel
management sector is associated with different operations while covering different aspects of
hospitality industries. A major concentration is focus on the different factors which become
precious of hotel management.
This assignment will discuss about the market trends such as technology, sustainability
practices, together with knowledge or changing consumer preferences, development in the
hospitality provision. It will describe the importance of hospitality skills and operational issues,
other kind of system provision of guest services. Moreover, this report will discuss the concept
of quality management with applicable for purpose of establishment, investigation relating to the
guest service experience along with a proper verification, identify their impact on the hotel.
TASK
Overview of Hilton hotel-
Hilton hotel is the fastest growing hotel brand of full-service hotels, flagship brand of
American multi-national hospitality enterprise. The hotel brand was established by Conrad
Hilton in 1919. There are 584 Hilton hotel properties with 2, 16,300+ rooms in 90 different
countries. There are different properties of hotel under owned or leased with rooms. Company
should always maintain a strong brand position, image in marketplace (Goh, Nguyen and Law,
2017). Hilton hotel is targeted both leisure travellers and business person because of their
locations in major city centers. These are majorly attracts more consumers.
Discussion on the Market trends of Hilton hotel
On the basis of market environment, it has been determined the market trends such as
technology advance, sustainability practices. These are consider as important aspects in which
work together with knowledge of changing demand, preference, taste of consumers. Therefore, it
is helping the Hilton hotel provision, their impact upon guest service management in 21 century.
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Technology advancement-
Hilton hotel is constantly evolving and hotelier must keep up with pace by integrating
with digital technology in better way to provide best quality of accommodation services. it
means that Hilton give additional service such as online fitness center space, focus on the client
experience increasingly on a proper wellness (Ushakov and et.al., 2020). It has been
continuously increasingly demand of modern technology which means that Hilton uses different
tool or platform to engage with consumers. Therefore, it is always supporting to identify their
specific need or requirement from hotel management.
For Example- Hilton have revealed their plans to install as home technology in their hotel
rooms in 2018. This type of smart technology will allow for guest to control and personalize
certain aspect of rooms. Generally, hotel is introduced the Hilton honors app, which provide the
better experience for potential consumers in regards of advance technology.
Sustainable Practices-
Hilton hotel is always maintained the environmental friendly, several branches of Hilton
are being introduced as carbon free electricity. In this way, it can be reduced the emission of
CO2. Usually, Hilton hotel should be adopted the sustainability practices which means that
continue to evolve its waste reduction strategy and reinforce its commitment, minimize waste for
consumer needs (Kainthola, 2021). Hilton hotel has been developed a strong partnership with
national levels, which continually help them to reduce waste materials. Moreover, Hilton has
been developed as eco-friendly holiday for guests because they think it is doing better way to
maintain sustainable approach, attracts more consumers towards brand.
Discuss the Hospitality Skill Requirements and Operational Issues and systems for provision of
guest services.
In Hilton hotel, manager has been focused on the hospitality skills requirements, because he was
thinking that different skills help to manage or control operational issues within hotel. Usually, it
consider the different skills such as Communication, resilience, multi-tasking, initiative and
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adaptability etc. these are important skill requirements for hospitality industry in which engage
with different consumers in order to fulfil their specific need or requirement.
Menu planning- it is one of important process of deciding what consumer will eat for each
meal, including different dishes. Usually, it depends on the preferences, demand of consumers
which has been already identified to engage with email, telephone call etc. sometimes, it is based
on the skills of staff members in Hilton, it become easier for identifying the specific demand of
client at some time (Vives, Jacob and Payeras, 2018). In Hilton, daily activities, scheduling
variations which become complicated in menu planning process. It also increases an operational
issues in regards of misunderstanding, disappoint client through food services.
Legislation- Hilton hotel is committed towards compliance with environmental,
occupational as well as health laws. Each and every staff members is responsible for
understanding or complying with all kind of safety or health guidelines. Manager of Hilton is
responsible for identifying the health & safety hazards, concerns about all security measurement.
It is one of the most important factor which needs to be follow a proper regulations by everyone
within hotel premises.
Cultural influence- Main success of Hilton hotel is depending on the enterprise culture.
Especially true in the hospitality where a positive staff members of Hilton supports in consumer
satisfaction. Hilton hotel is always create a flexible environment for employees and consumers
so that it can easily develop a trust, honesty, integrity, sense of individual, participative
management and open communication (Nazarian, Atkinson and Foroudi, 2017). Therefore, a
positive culture or environment influence the guest where they also again visit hotel, stay in
Hilton and enjoy a luxuries accommodation services.
Performance Measures- Hilton hotel is basically used the growth strategy and shift from
a vertically integrated hospitality. Therefore, it become easier to increase the overall performance
of Hilton in global marketplace. Basically, manager of Hilton has been consider Average daily
rate (ADR), Average occupancy rate (AOR), in order to measure the performance of hotel in
marketplace.
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Verification and Grading- Hilton offers a star grading facilities in which allows them to
book a proper accommodation, which covered the needs and budgets. That’s why, Hilton hotel is
also applicable as star grading criteria so that consumer can find the exact idea about the brand
image, facilities and services in marketplace. On the other hand, Hilton hotel can give a service
of online availability. In this way, the potential client will check availability of room booking,
other kind of services. Sometimes, manager of Hilton is also identified the experience of guest
in regards of verification or grading system.
Quality Management Systems
Quality management in Hospitality industry involves consistent delivery of goods and
services according to demand of guest. Manager is responsible person in Hilton hotel to identify,
record, weight up the significant impacts of cost profit. It is able to maintain the position and
prioritise towards quality improvement process.
Hilton worldwide runs their various hotel branches under Total Quality management System
as they train their staff members whether it is to be part of corporate or franchise. Quality
management is important role played in Hilton hotel in which recognise the brand needs,
fulfilling all demand of potential consumers (Sun and Guo, 2021). Nowadays, it has been rapidly
increasing the demand of quality management system which needs to be adopted by Hilton hotel.
This will help for managing and controlling all essential operational activities. These are
positively influencing the potential guests, where they will enjoy their vacations with family,
friends etc.
On the other hand, Hilton hotel is basically used PMS (property management system) as
software that facilitate a hotel’s reservation management and also handle other kind of
administrative tasks. There are various functions performed by Hilton such as front desk
operations, channel management, reservations, housekeeping and occupancy or payment
processing. The use of Property management system is becoming consider as success factor of
Hilton hotel. Through this way, staff member can utilise desk flow process, will create as
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seamless positive consumer experience. Additionally, more accommodation services are always
recognised the specific needs to do work as efficiently as possible to handle business operations.
By using PMS, improved guest experience-
Upon arrivals, the first impression of guest in Hilton hotel is to interact with front desk
staff member, at that time, Hilton should easily use PMS in which display arrivals for each day
and keep record the important information about stay preferences attached at the time of guest
booking (Sun and Guo, 2021). In this way, it ensure that hotel staff members make a good and
memorable impression in front of guest. A Property management system is possibility working
to manage other booking, room occupancy and other front desk requirements.
CONCLUSION
From above discussion, it has concluded that Hospitality industry plays important role in
which providing the excellent accommodation services to the potential consumers. In this report,
it has been summarised about the market trends such as modern technology, sustainability
practices, which are mainly adopted by Hilton hotel. As per analysis, it has been identified the
different Skills in regards of hospitality business and operational issues, other kind of system
provision of guest services. Analysis on the concept of quality management with applicable for
purpose of establishment and also investigation on the guest service experience in which manage
or control the verification for every guest in hotel and identify their impact on the hotel.
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REFERENCES
Book and Journals
Goh, E., Nguyen, S. and Law, R., 2017. Marketing private hotel management schools in
Australia. Asia Pacific Journal of Marketing and Logistics.
Kainthola, V.P., 2021. Principles of hotel management.
Nazarian, A., Atkinson, P. and Foroudi, P., 2017. Influence of national culture and balanced
organizational culture on the hotel industry’s performance. International Journal of
Hospitality Management. 63. pp.22-32.
Sun, J. and Guo, J., 2021, February. Internet-based International Cooperation Talent Training
Model Innovation for Hotel Management. In Journal of Physics: Conference Series (Vol.
1744, No. 3, p. 032124). IOP Publishing.
Ushakov, R.N. and et.al., 2020. Efficiency of Hotel Management. Training of Specialists in
Hotel Industry Field. Journal of Environmental Management & Tourism. 11(2 (42)).
pp.388-395.
Vives, A., Jacob, M. and Payeras, M., 2018. Revenue management and price optimization
techniques in the hotel sector: A critical literature review. Tourism economics, 24(6),
pp.720-752.
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