Recruitment and Skills: Operational Roles in the Hilton Hotel Chain

This report provides a comprehensive analysis of operational departments within the Hilton Hotel chain, including the front desk, kitchen, housekeeping, and food and beverage services, along with functional departments like HR and accounting. It details the specific skills required for various roles within these departments, such as communication, time management, leadership, and technical abilities. The report identifies skill gaps in areas like communication, presentation, and time management, proposing solutions like training seminars and skill development programs. It explores the impact of these skill gaps on the hotel's operations and offers recommendations to improve employee performance and enhance guest satisfaction. The report concludes with a summary of findings and suggestions for future improvements.

Hotel Chain Recruitment
for Skills

Table of Contents
INTRODUCTION...........................................................................................................................1
P2 Presenting a range of function and operational departments in Hilton Hotel...................1
P4 and P5 Presenting range of different operational roles within Hilton Hotel along with skills
requires and skill gaps............................................................................................................2
M3 Determination of skills gap for performance of operational role in Hilton Hotel..........6
D2 Analysis the impact of the skill gaps on business and presenting appropriate solutions. 6
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
The present report defines different operational and functional departments In Hotel
Hilton Conrad which is a five star hotel. Along with this the roles and skills that are required by a
person to manged and run the operational department in the Hotel are presented. In the last part
of the report certain gaps in the skills are analysis and for them suggestions are also made to fill
those skills and professional gap.
P2 Presenting a range of function and operational departments in Hilton Hotel
Illustration 1: Organizational chart
FUNCTIONAL DEPARTMENT:
Human resource department:this department is responsible for hiring, firing,
promotion of the staff with Hilton hotel. Along with this, the department is responsible for taking
care of welfare of the employee and human resource in each and every section of hotel.
Account department: this department is responsible for managing financial activities of
the Hilton hotel (Various Departments of Hotel, 2018). this includes cash received, banking
activities, operating information and preparations financial statements.
Security department: this looks after the safety and security of hotel, guest, visitors and
employees as well. This also takes care of the security of gust rooms.
OPERATIONAL DEPARTMENT:
Housekeeping Department: management and cleanliness of guest room and all public
areas in hotel is looked after by this department. This department keep coordination with front
office, human resource, engineering, purchase, food and beverages, security and stores
departments.
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Food and Beverage Service Department: Food and beverage department is one of the
main service oriented and important department of the hotel. It renders the services of prepared
food items, beverages to the customer as per their demands.
Kitchen Department: Kitchen is a well designed closed area with skillful chefs and all
necessary equipment, tools and utensils liable for preparing food items as per guest orders
followed by standard recipes.
Front Office Department: A bunch of skillful employees all the guest first in hotel and
provide them all require information related with stay and as per the requirement of
guest/visitors.
Illustration 1: Departments in Hotel Hilton Conrad
P4 and P5 Presenting range of different operational roles within Hilton Hotel along with skills
requires and skill gaps
Department Role, Skills and Skill gap:
Front desk department:The people at this desk are responsible for being in constant
contact with the gust in the hotel (promsivapallop, jones, and roper, 2015). This department is
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responsible for giving all the information related withe each and every activity of hotel, solving
the queries of guest and giving them suggestions. They are responsible for making all the
recording and keeping books for guests check in, stay and check outs. The skills can be defined
as effective communication with a tactic to establish consumer relations with guest. Talk to the
guest politely, posses effective knowledge about the city, surroundings and hotel itself. Here skill
gap can be identified as communication gap and effective presentation of one self as well as
hotel Hilton Conrad. Fro removal of this skill gap front desk officers can be sent to seminar on
developmental of communication skills and presetting themselves in a pleasant and effective
manner so that guest can be pleased and satisfied with services.
Kitchen staff: Hilton hotel being providing room, conference, and dining services to its
guest and this requires a competent kitchen staff which can serve all the need of all guests on
time without any delay.Main skills required are excellent cooking ability along with perfect time
management and effective information flow management for completing the orders and services
of the guests on time (7 key operational areas of hotel management, 2018). This is the main
staff the the gap in this services is times management and communication gap with other
departments such as inventory, front desk, housekeeping etc.
Housekeeping: The people in this department are responsible for cleaning the rooms of
guest of the hilton hotel. House keeping team is responsible for every detail within a room, from
the cleanliness of the sheets to keeping toiletries stocked.They must have soft skills, time and
resource management skills along with basic knowledge of every detail within a room and
presentation skills. This skill gap here can be identified as slacking of proper knowledge of
cleaning and presetting a room and providing room cleaning services on time.
Food and beverage service department:The role of this department to manage the
inventory all foods and beverages items need in hotel for food preparation and other services.The
key skills required istime management and effective inventory control system. The skill gasp is
lack on management skills and recording of proper data with in manual or digital from. Lack of
bargaining power as raw material comes in bulk quantity in hotel so head of this departments
must possess effective techniques to bargain with suppliers.
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Skills requires different departmental personnel:
Head chef: the head chef in the Hilton Hotel is responsible for handling all the activities
of the kitchen and serving the foods with utter preciseness and without compromising the taste.
He is also required to monitor and guide the kitchen staff to meet the quality standards of the
hotel.
Skills required:
· Excellent coking skills to prepared and serve desirable foods articles.
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Illustration 2: Functional and operational departments of Hotel Hilton Conrad (% star)

· Effective monitoring quality to check the effectiveness in performance of kitchen staff.
· Leadership quality to handle the employee in kitchen department.
·Efficient present of mind to solve any problem that can arise any time out of uncertainties.
Departmental head of foods and beverages section: the head of this department is the
person for making available all fords and other items in the hotel. The person is required to
main an inventory according to the needs of other departments of Hotel.
Skills required:
·Possess excellent accounting and mathematical knowledge to have command on the inventory.
·Communication skills as he is required to communicate with other department that is kitchen,
bar, room service, restaurant etc.
·Delegation of the authority as it need to deal with outside vendors to purchase various foods and
beverages articles needed in the hotel so he must delegate the responsibility in accordance with
the capabilities of his subordinates.
Reception manger: this is the person who first interact with the guest in the Hilton
Hotel. The manger defines the services provided and give brief introduction of the hotel to the
clients that visit the hotel for the first time.
Skills required:
·Excellent communication skill as he/she is required to present himself/herself politely.
·An excellent customer focused manner at all times.
·The ability to manage a large, diverse workforce.
·Experience of managing a team including rearrangement of staff to maximize efficiency.
House person: house person is required to maintain the hygiene and cleanliness in the
hotels and rooms of the Hilton Hotel. The person is responsible for keeping the hotel lobby,
rooms and other places of the hotel clean every time.
Skills required:
·A knowledge of how to clean the rooms as per the standards of the hotel.
·Leadership quality to guide all the house keeping staff.
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· Effective delegation skill to give responsibility as per the best skills possessed by each staff
member.
Skills Level of requirement
Skills
Skills present Skill Gap
Leadership High Excellent Low
Technical High Good Moderate
Communication High Excellent Low
Delegation Moderate Low High
M3 Determination of skills gap for performance of operational role in Hilton Hotel
The skill gap can be defined as difference between skills that an employer wants or need in the
staff and the skill that offered or possessed by workforce. The skill gaps in Hilton are considered
as variation ability to perform a task and the level of operation of the employer (Huang and et.al ,
2016). For mangers it is lack of time management and communication gap with the staff. At
reception employees do not possess a quality to establish an effective consumer relation with
guest coming form other nations. Same is with kitchen staff there is a skill gap identified in neat
and hygienic presentation of the foot in the dishes which is served to guest in hotel.
D2 Analysis the impact of the skill gaps on business and presenting appropriate solutions
To remove these skills gap effective measure are taken by the HR department as:-
Manager are given training and department wise information structures is defined to them so
that n communication gap is seen (Zervas, Proserpio and Byers, 2017). Along with manger
have attained 5-7 seminar each to grasp knowledge for effective time managements in operation
of Hotel.
The staff at front desk and reception are given skill development training and induction
are taken for them how to build a strong connection and establish a rapport with foreign guests.
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The kitchen staff was made to attain seminar of culinary and food presentation skill so that they
present their food attractive which can lure any person.
CONCLUSION
From the above report it can be concluded that in Hilton hotel the operational
departments had been identifies as front desk, kitchen, housing and food and beverage
departments the functional one are HR and account. Further it can be concluded that for all
operational activities specific skills are requires by employee in particular department and for the
skills gab suggestions have been made.
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REFERENCES
Books and Journals
Huang and et.al , 2016. Using the nonhomogeneous frontier two-stage DEA model to assess the
efficiencies of expense utilization and operation of the Taiwanese hotel
industry. International Transactions in Operational Research. 23(6). pp.1067-1087.
Promsivapallop, P., Jones, P. and Roper, A., 2015. Factors influencing hotel outsourcing
decisions in Thailand: modifications to the transaction cost economics approach. Journal of
Hospitality & Tourism Research. 39(1). pp.32-56.
Zervas, G., Proserpio, D. and Byers, J. W., 2017. The rise of the sharing economy: Estimating
the impact of Airbnb on the hotel industry. Journal of Marketing Research. 54(5). pp.687-
705.
Online
Various Departments of Hotel. 2018. [Online]. Available through
:<https://www.kullabs.com/classes/subjects/units/lessons/notes/note-detail/7578>.
7 Key Operational Areas Of Hotel Management. 2018. [Online]. Available through
:<https://www.gourmetmarketing.net/7-key-operational-areas-hotel-management/>.
Housekeeping Department Organization Chart. 2018. [Online]. Available through
:<https://setupmyhotel.com/train-my-hotel-staff/hk/255-hk-dep-chart.html>.
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