IND301A: Industry Consulting Project Report - Hilton Hotel Case Study

This industry consulting project report provides an in-depth analysis of Hilton Hotel's operations, organizational culture, leadership styles, and employee development strategies. The report begins with a company background, describing Hilton's services and market position. It then delves into the ...Read More

Running Head: INDUSTRY CONSULTING PROJECT
Industry consulting project

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Table of Contents
Section 1..........................................................................................................................................2
Section 2: What the organization is doing for induction, training, professional development and
succession planning, for its employees............................................................................................5
Section 3:.........................................................................................................................................6
Section 4: Include a conclusion, based on your research, on whether you should stay with the
organization and look for development opportunities/promotions, or move on...........................12
Reference.......................................................................................................................................14

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Section 1
Company background
Hilton Hotel leads to offer many services related to hospitality. This hotel provides quality
services to its consumers at the international level. Conrad Hilton established Hilton hotel in
1919. It could mainly concentrate on certain areas like near airports, major city, famous vacation
destination, and convention center at the international level. Hilton hotel gives more preference
to the loyalty programs for increasing the number of guest in their hotels. Moreover, it is
examined that consumers who directly book room of this organization could get higher discounts
on their selected services. The selected services could be associated with Wi-Fi, competencies to
choose a room in implying Honour app and keyless entry in the (hotel Hilton hotels and resorts,
2018).
Hospitality industry Description
The hospitality industry offers many services as it could be associated with cruise line, place to
stay, theme park, transportation, and event planning. The hospitality industry is being a
multibillion-dollar sector as it relies on the disposable income and leisure time of an individual.
In addition, it is examined that there are certain activities that are considered by the hotel
industry like multiple groups, restaurants, amusement parks, and hotels (Australian Bureau of
statistics, 2018).
Organizational chart

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(Source: Hotel Hilton hotels and resorts, 2018).
Hilton organization use hierarchical structure for their working place as it consists different
departments like CEO, EVP corporate affairs, EVP president, EVP and CEM. The organizational
structure of Hilton is defined as a divisional segment. In this, the ownership division entails 146
hotels with 59,463 rooms, which are owned by Hilton Worldwide. Moreover, the division of
franchise and management consider 4419 hotels with 691,887 rooms. In addition, a division of
timeshare entails 7152 units with 45 properties (hotel Hilton hotels and resorts, 2018).
Discussion on organizational culture, its leadership and how people work together
Organizational Culture
Hilton hotel entails dignified and planned work atmosphere. It uses a hierarchy organizational
culture wherein the procedure determines what an individual perform. In addition, the leader
conducts suitable behavior in the organization to make a favourable image in the company.
Moreover, Hilton contains the smooth functioning of their business procedure (Wright, 2018).
The company creates formal policies and rules for their organization to keep its sustainable
atmosphere. It concentrates on developing long-term objectives and directly implementing the
task. In addition, trustfully delivery at a reasonable cost could support to make a reliable plan and

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defines for appropriately complete the work in the Hilton hotel. In addition, it is examined that
the personal management of the organization could assure to the firm for effectively operate the
business and reach at the reliable conclusion (Noe, Hollenbeck, Gerhart, & Wright, 2017).
Leadership of Hilton
Hilton practices the autocratic leadership style in the working place. The autocratic leadership
style could determine the relationship between employees and leaders. Furthermore, autocratic
leaders demonstrate no liaison between employees and employers. The leader of the organization
is extremely comfortable with the decision-making responsibility of Hilton organization and
their strategic plans. Moreover, the autocratic leader could be less creative than the other leaders.
This leadership style practiced for making a prompt decision in lack of employee participation in
the decision-making. Consequently, employees might disconnect with their leaders (Wright,
2018).
How people work together in Hilton
The communication is a maximum priority of the organization assist support to develop a
suitable team in the working place. It could also assist in suitable teamwork in the firm and get a
favourable outcome. A suitable method is effective for making a successful decision. Through
this method, setting daily progress meeting is significant but there is requisite to use inter-team
communication memos as well as a whiteboard in the working place (Baum, Kralj, Robinson, N.,
& Solnet, 2016). The organization could arrange the employee meeting in engaging workforces
in the working place. In addition, it is examined that meeting could be practiced to evaluate the
existing moral and underlines any issues, which might develop complexity to develop a team for
reaching the organizational goal.

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Section 2: What the organization is doing for induction, training, professional
development, and succession planning, for its employees
Induction
The workforce manual is the key section of employee orientation of Hilton. The manual
considers different policies, information about Hilton advantages like directory and Hilton
history. It considers a different tool to imply as teaching that demonstrates during new workforce
orientation.
Training
Coaching method is practiced by external professional to address new executive for
accomplishing the particular goal in a specified period. In Hilton Hotel, the coach could help to
the executive for growing in the way that particularly affects to the business and assists to create
a vision with respect to the company (Bowie, Buttle, Brookes, & Mariussen, 2016). In addition,
it is evaluated that the employee of the firm is trained by collecting the feedback from others and
reach the working place. The coach examines whether workforces are ready in coaching and not.
Hilton makes rules in operating a business and reach the reliable conclusion. Moreover, it is
examined that Hilton could make rules in working together and outlines their workforces in
accomplishing the aim of the organizational task. In addition, it is examined that new executives
identify steps of coaching, which workforces could take to meet Hilton objectives (Brown,
2015).
Professional development
Cross-training operate a business is practiced in making professional development. In addition, it
is examined that on-job-training is an imperative and traditional tool to persuade professional
Hilton development. Moreover, employees entail in tasks, which is entailed in their role then

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Hilton provides them opportunities to learn skills in harmonizing position. In addition, it is
examined cross training engage the employee in getting a favourable outcome. Hilton Hotel uses
reliable tools and techniques for the organization as it improves skills of professional in the least
time and makes a favourable image in the marketplace. Consequently, it also assists the
organization for recruiting temporary staff to cover absence because of a higher sick day and
Hilton vacations (Clair, & Milliman, 2017).
Succession planning
In the secession plan, Hilton concentrates in practical understanding than creating the general
sense. Moreover, leadership development training courses could be imperative in identifying the
requirement of leadership skills in the organization. In addition, it is evaluated that Hilton has
used such kinds of planning is effective for conducting many activities like mentoring, individual
training, and coaching. It will assist a reliable method to reach the reliable conclusion. In
addition, it is evaluated that the Hilton Hotel could use this method and make a favourable
decision in the context of the current issue (Gill, Gardner, Claeys, & Vangronsvelt, 2018).
Moreover, executives and team leaders could play an imperative role in the success of the
planning process. It is imperative in performance management culture and workforce evaluation.
Hilton mainly concentrates on offering a flexible atmosphere with respect to the identifying
skills and attitudes that could be effective in the planning of succession (He, & Balmer, 2017).
Section 3:
Strengths
 Active listener
 Prompt decision making
Weaknesses (-)
 Depth evaluator
 Problems in thoughts articulation
Opportunities (+) Threats (-)

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 Rapid decision-making could be
supportive for the increasing
possibilities of getting a positive
outcome.
 Active listening could lead to getting a
reliable result.
 Lack of skills towards thoughts
articulation could create a problem for
the manager to sustain their position in
the marketplace.
 If a manager is failed to articulation of
thoughts then they would be failed to
comprehend other employees, which
will become a major threat for an
individual.
The Laureate Professional Competencies framework
From the analysis of the Laureate Professional Assessment (LPA) program, it is stated that there
are certain competencies that could play their imperative role in overall personality. Moreover,
this framework will lead to evaluate such skills and support to lead a positive outcome. Through
this way, it is evaluated that I have certain skills like accomplishing objectives and self-
development. Moreover, I have obtained an average score in two activities like working well
with others, analyzing and solving issues, and adapting to change. I observed that my teamwork

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skills is not working hence I need to improve my team working skills by interacting with others
and comprehend their opinion towards skills my skills. I also read many books, journals, and
articles and improve my existing understanding towards the team management as well as change
management as it would lead to an individual for making favourable decision. Moreover, these
skills will lead to retain my position in the organization for long-term.
Gallup Reports
Gallup report is used to examine the attitudes and behavior of employees than the company at the
international level. The following themes are considered in this tool:
S.no THEMES Questions
1 Includer  As you read your personalized strengths insights, what words,
phrases, or lines stand out to you?
 Out of all the talents in this insight, what would you like for others
to see most in you?
2 Relator  As you read your personalized strengths insights, what words,
phrases, or lines stand out to you?
 Out of all the talents in this insight, what would you like for others
to see most in you?
3 Significance  As you read your personalized strengths insights, what words,
phrases, or lines stand out to you?
 Out of all the talents in this insight, what would you like for others
to see most in you?
4 Positivity  As you read your personalized strengths insights, what words,
phrases, or lines stand out to you?

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 Out of all the talents in this insight, what would you like for others
to see most in you?
5 Woo  As you read your personalized strengths insights, what words,
phrases, or lines stand out to you?
 Out of all the talents in this insight, what would you like for others
to see most in you?
Through this tool, it is evaluated that I am able to accomplish my goal in the least time.
Moreover, I am capable to perform better in the in the working place caused by self-
development.
Secondary data (collected by others)
The secondary data is an effective tool to examined my communication skills. My team member
helps me to get feedback of others as well as the articulation of thoughts. It could also support to
make a decision in the context of emotional intelligence. In addition, articulation thoughts could
change the meaning of sentences as it could directly impact on the productivity of the firm.
Moreover, the articulation communication could be determined as the words of articulate, which
could be shown visibly and systematically (Maclean, Harvey, Suddaby, & O’Gorman, 2018). It
could be accomplished by offering the priority proposal with the evaluation of the situation
before implying the unstructured statement. In addition, articulated learning is effective in
collecting reliable information towards the research issue. Articulated learning is effective in
generating reliable and clear vision. From the application of secondary sources, I created my
learning towards emotional intelligence as it could facilitate to comprehend the behaviour of
others. In this way, it is examined that emotional intelligence could improve the competencies of
others. Emotional intelligence could also lead to determine the feelings and emotions of others.

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In addition, emotional stability makes a link between employers and employees by improving the
interpersonal skills of managers.
Personal (what skills, strengths, and behaviors can you personally develop further),
From the application of SWOT analysis method, I will be capable to improve my articulation
procedure as well as my emotional intelligence skills. Both skills will support me in improving
my communication skills as well as interpersonal skills. It will lead to getting favorable outcome
(Patti, Senge, Madrazo, & Stern, 2015).
Industry (what general skills and behaviors will be needed in the industry in the future
In the hospitality industry, it is evaluated that different skills of manger are required to operate
the business. These skills could be associated with the team management and communication
skills, which will be effective in making their career in the upcoming period.
Key skills, experience, competencies, and behaviors that will be needed in the future, within
your specialism
S.No. Approaches, models,
interpersonal skills to be
used to enhance emotional
intelligence
Time Frame Evaluation: How will this
improve my EI
1. Self-awareness model Week 1-2 This model will support to
comprehend my guts feelings.
1 Ability model Week 2-4 This model will be effective to
understand the emotion
changes (Seong, Kristof-
Brown, Park, Hong, & Shin,

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2015).
3. Self-Control approach Week 4-8 Self-Control approach
facilitates to understand the
way to present their self in the
front of others.
4. Empathy mixed approach Week 8-12 This model will help to
understand the behaviours of
others by analyzing another
behaviour (Sucher, & Cheung,
2015).
5. Social skills method Week 12-14 Through this model, I will be
capable to make a suitable
relationship with others.
Action plan for improving Thought Articulation process
S.No. Models, concepts and
interpersonal skills to be
used to enhance thought
articulation procedure
Time Frame Obtained outcome
1. Voice-recognition model Week 14 It will be effective in
examining my sound where I

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sound irritated and where I
sound normal (Hilton, &
Wageman, 2016).
2. Model of Vocabulary Week 15-18 This model will help to
improve my pronunciation
issue.
3. Confidence of Model Week 19-21 It will help to improve my self-
confidence and reach the
reliable conclusion.
4. Model of problem
identification
Week 22 This approach will lead to the
identification of the problem
and making a feasible solution
(Kandampully, Bilgihan, &
Zhang, 2016).
5. Thought Process Model Week 22-24 This model will be effective in
comprehending situation
before a sudden reaction.
Identify the specific skills, experience, competencies, and behaviors you can personally
develop, to enhance your employability and potential for advancement in the future

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Initially, I would be capable to comprehend my decision making as well as leadership skills to
improve my employability for the upcoming period. I also improved my interpersonal skills that
could be effective in enhancing the competencies of employability.
Section 4: Include a conclusion, based on your research, on whether you should stay with
the organization and look for development opportunities/promotions, or move on.
With respect to the above interpretation, it can also be summarized that the Hilton Hotel provides
different hospitality services to their potential consumers. This organization has followed the
hierarchy organizational structure to operate its business and make a favourable decision. It can
be concluded that the organization has improved my leadership, communication, emotional
intelligence, and interpersonal skills as it motivates to stay in the organization for the long-term.
It can also be stated that Hilton hotel makes the succession plan to operate the business and make
an effective decision (King, & So, 2015).

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Reference
Australian Bureau of statistics (2018). Hospitality Industries. Retrieved from:
http://www.abs.gov.au/ausstats/abs@.nsf/dossbytitle/D793CA20B7FEF365CA256BD00
0277C8C?OpenDocument
Baum, T., Kralj, A., Robinson, R. N., &Solnet, D. J. (2016). Tourism workforce research: A
review, taxonomy, and agenda. Annals of Tourism Research, 60, 1-22.
Bowie, D., Buttle, F., Brookes, M., &Mariussen, A. (2016). Hospitality marketing.UK:
Routledge.
Brown, A. D. (2015). Identities and identity work in organizations. International Journal of
Management Reviews, 17(1), 20-40.
Cascio, W. F. (2015). Managing human resources. McGraw-Hill.
Clair, J., &Milliman, J. (2017). Best environmental HRM practices in the US. In Greening
People (pp. 49-73).UK: Routledge.
Gill, C., Gardner, W., Claeys, J., &Vangronsvelt, K. (2018).Using theory on authentic leadership
to build a strong human resource management system. Human Resource Management
Review, 28(3), 304-318.
He, H. W., &Balmer, J. M. (2017). Alliance Brands: Building Corporate Brands through
Strategic Alliances?.In Advances in Corporate Branding (pp. 72-90).UK: Palgrave
Macmillan, London.
Hilton hotels and resorts (2018). Take me to the Hotel. Retrieved from:
http://www3.hilton.com/en/about/index.html?cid=OM,HH,defaultA4,BrandNav

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Hilton, K. B., &Wageman, R. (2016). Leadership in volunteer multistakeholder groups tackling
complex problems. In Leadership lessons from compelling contexts (pp. 425-464).UK:
Emerald Group Publishing Limited.
Kandampully, J., Bilgihan, A., & Zhang, T. C. (2016).Developing a people-technology hybrids
model to unleash innovation and creativity: The new hospitality frontier. Journal of
Hospitality and Tourism Management, 29, 154-164.
King, C., & So, K. K. F. (2015).Enhancing hotel employees’ brand understanding and brand-
building behavior in China. Journal of Hospitality & Tourism Research, 39(4), 492-516.
Maclean, M., Harvey, C., Suddaby, R., & O’Gorman, K. (2018).Political ideology and the
discursive construction of the multinational hotel industry. human relations, 71(6), 766-
795.
Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource
management: Gaining a competitive advantage. New York, NY: McGraw-Hill
Education.
Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2017. Human resource management:
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Patti, J., Senge, P., Madrazo, C., & Stern, R. S. (2015).Developing socially, emotionally, and
cognitively competent school leaders and learning communities. Handbook of social and
emotional learning: Research and practice, 395-405.
Seong, J. Y., Kristof-Brown, A. L., Park, W. W., Hong, D. S., & Shin, Y. (2015). Person-group
fit: Diversity antecedents, proximal outcomes, and performance at the group
level. Journal of Management, 41(4), 1184-1213.

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Sucher, W., & Cheung, C. (2015).The relationship between hotel employees’ cross-cultural
competency and team performance in multi-national hotel companies. International
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Wright, P. (2018). Fundamentals of human resource management. Management, 5, 27.
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