Problem Solving and Decision Making Report for Hilton Hotel - Analysis

This report focuses on problem-solving and decision-making within Hilton Hotel, a leading hospitality firm. It identifies a critical issue: the hiring of inexperienced employees and its impact on customer satisfaction and business performance. The report analyzes the problem's scope and impact, utilizing PESTLE and Fishbone analyses to identify root causes such as political instability, economic factors, and lack of employee training. It proposes alternative solutions, including establishing experience requirements, implementing ethical standards, and improving service credentials. The report emphasizes the need for improved staff training, systematic recruitment, and effective communication to enhance customer satisfaction and ensure the hotel's long-term success. The analysis covers various aspects, from organizational structure to the impact of technology and legal considerations, providing a comprehensive overview of the challenges and potential solutions.

Problem solving and decision
making

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN ANALYSIS..........................................................................................................................3
Define complex problem in the workplace including its scope and impact...............................3
Analyse information on the identified problem, to help inform the decision making process...4
Propose range of an alternatives solution to the problem...........................................................7
Using of the decision making process to evaluate range of solution..........................................8
Develop plan for implementation of the solution.....................................................................10
Communicate plan to the stakeholders.....................................................................................11
Assess appropriate monitoring and review techniques.............................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Problem solving is an act of defining problem or issues, which is helpful to determine it
and finding the cause of the problem, identifying, prioritising and selecting alternatives for
defined solution and its implementation for long time period (Kacprzak and et. al., 2016). After
identification of critical issue or problems in workplace, next step is to takes out decision making
on an appropriate solution. In current time, workplaces are being suffering with an issue of
improper behaviour or environment to workplace and its related threats are already being
observed by firm. Problems such as lack of co-ordination, motivation and contribution of the
people is rising as because of negative culture. This report will cover solution to workplace
issues in Hilton hotel Plc., which is one of the leading hotel firm specialised to serves its
customer in terms of an accommodation, food services and other attributes of this sector. It
operates in British multinational groceries and general merchandises. Hence, report will cover
various problem or issues occurs in the workplace, its scope and impact.
Also, report is having light on information related to identified problems and development of the
plan to takes effective decision making to solve problems instantly.
MAIN ANALYSIS
Define complex problem in the workplace including its scope and impact
Problem is the critical situation which mainly occurs in someone's life or workplace. It is
also termed as lack of the clarity, understanding and knowledge on any topic or work which is
required to be do, but not happen plus issue regarding such issues has also created. Problems in
the workplace are probably complex and thus, it would impact workplace regulation in different
ways (Wang and et. al., 2018). When work in any business firm, issues such as lack of trust,
conflict or problems along with this disgusting behaviour and attitude of Hilton hotel's people is
critical concern found. In context of the Hilton hotel's, which is the leading hospitality firm
operates into the region of the UK market and also has wide organisational structure. Due to
wide organisational structure, hotel is starting focus on hiring less experienced people as well as
personnel in their culture.
Hilton hotel is one of the renowned hotel known for its quality commitment & customer
trust. But, from previous one year a slight decrease in the business is noticed and due to this
management of this leading hotel is forced to rethink on their strategy.

Complex problem: Hilton hotel is the popular hospitality firm specialised in serving their
prospective customer by offering to them accommodation, food and other support system to its
customer's. Here critical problem is related to hiring of all time employees having no experience
regarding profile on which they are working or suppose to perform its respective duties. It can be
because of lack of skills, hierarchy and organisational structure with respective roles or duty. As
after successful commencement of the operation, life cycle of this hotel starts from stage of the
introduction, grow, maturity and then started declining. Lack of skilled labour, deficit resources
such as manpower, money & machine etc. (Peng and et. al., 2018). and unparalleled trend
following. With no experience, manager is finding it difficult to manages the people, doing
resource allocation and unable to take effective decisions to develop business regulation. Staff
with less skills and experience is failing to attain customer;s wants and as a result, firm is failed
to hold its customer and hence saw rise in customer turnover in each passing of the quarter.
Also, customers of the Hilton hotel has started leaving bad review on the websites or
portal which is the critical situation for growing operation of the Hilton hotel. Because of
continuous rise of the bad reviews and feedback, new customer's are bit hesitating to invest
money and experience Hilton services. Also, due to bad referential of the Hilton staff and their
negative behaviour, new customer's are being forced to reject this hotel as against of their
investment. Moreover, impact of this problem will be critical for Hilton to ensure its growth and
long running of the operation. Plus, its scope is also critical for future growth and long term
survival into the market. Thus, clear and regulative assessment is required for this problem or an
issue. Hilton is mainly expecting for perfect solution of this problem and initiated decision into
the favour of customer satisfaction.
Analyse information on the identified problem, to help inform the decision making process
The problem which is ascertained in the Hilton hotel is critical and requires substantiate
solution to draw effective work or growing operation of the Hilton hotel (Gursoy, 2019).
Primarily, information is need to be ascertain about why this problem is occurring and what are
critical causes of it. Ti will be identify using past and performance feedback of the customer's
and group each & every problem in one part and strategic thinking on it. In this assessment, root
cause of the problem will be understand using of the Pestle & fish-bone analysis.
Political: Political stability is the basic requirement to the success of the hospitality
industry in the UK region. In hotel industry, political factors such as government strict regulation

and rising imbalance of the governmental body have both negative or positive influences on both
tourist or business travellers to avail the hospitality services (Yu and et. al., 2018). Hilton was
also actively engaged in the Lobbying with the purpose to influence certain political factor upon
the business to certain extent. Due to this, human resource regulation of this Hilton is facing
issues to develop their skill to grow their performance and this is strict to be overcome.
Economical: National and international macro-economic situation or factor and even also
impacting that the situation are some of the major factor affects Hilton hotel and its business.
Direct result of the global economic crisis has majorly impacted on profit earning capacity of this
leading hotel business. As a result of this, hotel is not investing in their employee development
and continuously investing on the miscellaneous things. As due to lack of economic stability,
Hilton is facing loss of the customer's and business attrition at the major causes. This is highly
severe for Hilton hotel to serve its customer and difficult to retain peoples.
Social: Society's culture or ethical environment in which Hilton operates is diversity and
cultural requirement to classified services of this hotel onto the prominent basis. In the hotel like
Hilton, shared beliefs and attitudes are used to be given major importance to serve its customer
on the proactive basis. Still Hilton is having strong and sequential working culture, but due to
destructive approach to hire unskilled employee is the growing threat for the Hilton hotel.
Moreover, Hilton is have option to go for giving training to their employee's, irrespective of their
previous performance or performances.
Technological: It is the fastest disruptive industry across the board. In the hotel sector,
role of the technologies such as advance websites, firm technological tools or technique such as
check in or check out machine has proved beneficial for this hotel to operates (Işık and Adalı,
2016). Thus, all such use of the technologies has proved as necessity for Hilton hotel, but due to
the lack of awareness and hands-on of the staff, use of the technology has proved negative and
wastage of cost invested to it. Thus, training & prescribed information is need to be given to the
employee's in regards of rise performance of the business.
Legal: Hilton hotel is previously indulged in various past legal cases such as conflicts
with its supplier, misbehaving with previous employee's or customers. Now time, it is one of the
major problem for Hilton hotel and plus due to lack of the skilled and experienced staff or the
manager, it is not looks like productive for Hilton hotel any more, but it can be presumes critical

for the Hilton hotel to rise its operation and ensures higher profitability for them. Its instant
solution will be pioneer for this hotel.
Fish-bone analysis: This model is also known as cause analysis tool to identify possible
causes for an effect or problem (Johansen and O'Brien, 2016). It is useful to structure the
brainstorming session. It immediately sort idea into the useful categories such as:
 When identifying possible causes for the problem,
 When the team thinking trends to fall into ruts.
As this root cause analytical model is explained using of the cleared or defined problem
statement ascertained so as to find perfect solution and applicable in the current business case.
Hence, this model will be explained using six step process which are as follows:
 In the previous assessment, various problem has been found such as hiring of the people
by the Hilton hotel who are employed on all time contract and with zero experiences. In
addition, management of this hotel recorded poor guest satisfaction as because of entire
non response of the staff or people (Shapiro and Stefkovich, 2016). Its impact will be
severe and can be threat for Hilton hotel to carry out its operation on the prominent basis.
 In this second of the Fish-bone analysis, brainstorming and also focus will be on major
categories of the causes of the problem are as follows:
Method: The way Hilton hotel operates is the process with lots of the errors and bad
managerial. They hires all time people with no experience and even locates them to higher
authority such as manager. Hilton hotel is currently hiring for managerial position with no exp or
even not considering their exposure to work for. As, this is the critical problem or issue found.
This has happened, either firm has no effective tools to optimises its resources and techniques.
People: Also, employees of the Hilton hotel are lesser trained or also have lack of
essential skills by the staff to serve their customer and also satisfy their needs and wants. Due to
lack of necessary skill and motivation, service gap has been found in performance of the Hilton
hotel (Tindale and Winget, 2019). This is caused, because firm has not given any qualified
training to its employee's.
 Lastly, focus attention will be given to perfect solution such as start giving training and
learning to their staff, setting of the systematic procedure for recruitment & selection with
use of an experiential criteria for different job position. Management of the Hilton hotel

is advised to adapt strategies such as implementation of communication channel, develop
selection strategies along with working on staff skill to ensure guest satisfaction.
Propose range of an alternatives solution to the problem
Hilton in hotel is one of the leading hospitality firm engaged in serving customer's with
help of their room accommodation along with quality measurement and also ensuring its
sustainable performance (Bossaerts and et. al., 2017). Problems identified were: hiring of an
employees at all area of organisation with no experience and also they are loosing their
customer's by 5 percent in the present time. This is one of the critical issue and it needs to be
overcome or removed. Also, it is prospective to find supporting solution of the given problems to
ensure that it won,t be happen again and again. In context of this hospitality firm, there are range
of sources such as setting criteria for experience requirement for work roles, implementation of
an ethical standard, evaluation of an overall service credentials of the Hilton hotel and improves
it. Decision that will be taken in this respect is required to allocate resources and evaluate it
continuously so as to accomplishes defined objectives. The range of the prospective solution to
the given problem is as follows:
Set recruitment & staffing criteria: During the decision of the problem of hiring with non
experiences, this has become critical problem for Hilton hotel and creates pressure to identify
recruitment standard with specifying set of the experiences such as 4 years for the manager, 1
year for service staff and 2 years for supervisors (Erdogan and et. al., 2017). This is taken after
analysis of current people working and identifying their credentials on the basis of present
preferred job role. It was also realised that, certain improvement such as communication process
such as sharing job description as well as experience check is required to be validating
supportive documents between recruiter and candidate to ensures its right standard of
organisational performance. In addition, hiring experienced person is not sufficient, though in
that case, training & development is one of the proposed plan to give add value to the given
experience. Plus, it is necessary that value addition must be reflective on the employee's.
Customer satisfaction process: Hilton hotel is also suffering issues related to loosing
customers due to non-performance of an employees, staff to act on given situation or service
circumstances. Customer's were giving bad reviews in response of what they were paying for and
due to less experience of the staff, Hilton was failed to deliver customer desires and needs. Thus,
in response, it has led to strategic pressure from stakeholders such as investor, customer, supplier

and other strategic partner to boost up services again. This is actually in favour of the Hilton
hotel to recap its USP such as 5 star customer service, accommodation & food services and other
entertaining services (Kumar and et. al., 2017). For this, resource allocation such as technology,
knowledge, stats such as past customer experiences and suppliers support is required to be
evaluates along with taking decisions in respective to its effective allocation. Hilton hotel is
advised to utilises CRM based software such as feedback, post service evaluation and customer
response check. With help of this, management of the Hilton hotel can evaluates their services
such as accommodation, food or eatery, travelling etc., and also gather feedback on performance
of the staff on parameter of their reaction to order, behaviour and order etc. In response, they
have to option to plan training & learning for staff accordingly.
Brief analysis: In the given discussion, certain solutions has been suggested to alter hiring
process and improve customer's satisfaction on the proactive process. Set of entitling criteria for
hiring of an employee's for job title must be defined. CRM for this hotel is the best option to rise
customer satisfaction for gathering strategic for a market position into the market and also higher
profitability for this hospitality organisation.
Using of the decision making process to evaluate range of solution
Decision making is mainly regarded as cognitive process resulting for selection of belief
or a selective course of action among the alternatives possibilities. Decision making is a process
of the identification and choosing alternative action, defined vision preferences for a decision
taker. Henceforth, every decision is led to final choice and depends while taking action or not.
As Hilton hotel is suffering with several issues such as hiring of all staff with no experience, plus
firm is also loosing its customer's due to bad review given by previous guest and downgrade
services composition to people in return of the prices. These issues are not appropriate for profit
earning capacity of the firm (Chisholm, 2017). Moreover, range of the solutions are given in a
previous assessment which is mounting to analysis and evaluation using of the decision making
process techniques such as Pareto analysis etc.
This decision making technique is based on well known Pareto principle, in which 20%
of the work or efforts one will makes to generate 80 percent of the outcomes an individual or
firm is looking at. As, this is a five step process starting from listing of the problem and score the
groups. In context of the Hilton hotel, complete analysis of the Pareto analysis is as under:

Find your problem: Hilton hotel is suffering with problem of inefficient recruitment and hiring
process, in which:
 Previous staff is already hired with no hiring standards such as hierarchy of the
experience year such as minimum 4 year for manager in new or reputed hotel. Even skills
and competencies were avoided and if this so, they were not given effective training to
know how and in return, they were lacks in their actual performance. Also, due to such inefficiency, customer experience of this hotel is also experienced as
bad and firm is loosing its customer due to the bad reviews given by previous customer's.
As staff of the hotel are not that trained or equipped with necessary competencies needed
to serve customer on higher basis (Fahmi and et. al., 2018). Moreover, because of this
Hilton hotel has seen slowdown in its profits, which is the serious concern to be look
upon. These issues are need to be solve before adjusted time.
Match up root causes: In this second step of Pareto analysis, causes of given problem is support
for Hilton hotel to analyse and realise issue background. Different root cause is as follows:
 First of all, lack of HR interest is realised plus standards such as hiring standards were
not amended, management set of focus were missing. It is a root cause of this problem.
To match up this, past performance of the management has been noticed and its clearly
shown that, given root causes are true and also hurdle for growth of this hotel. Due to hiring of an unskilled staff, focus is diverted to negative zone of the service
delivery such as customer or guest dissatisfaction, spending high time in early services
and charging biased cost, in return of the services offered. In response, customer has
given bad reviews on websites. This is also a root cause.
Give problems a score: In third step, scores will be assigned to most important problem, which is
the root cause of the further issues. Tabulation of the scoring is as follows:
Problem/issues Scoring on scale of 0 to 5 (0 is low and 5 is high
Missing hiring hierarchy and standards 1
No proposed training & development 2
Inefficient customer's services 3

The given table shows that missing hiring criteria is the root causes of further issues, plus
if Hilton has hired unskilled staff, why they have not gone for giving training & development to
them.
Create groups: In previous third stage, various problems were rated as per its major importance.
In this, group will be created from first problem to last one. If problem of first problem will be
properly, then for further improvement is expected to be undertaken. This is group one by one.
Score groups: In this last step of the Pareto analysis, time & attention is gone to be put to group
of the problem, giving them priority along with takes all defined step to pursue effective decision
making to solve all critical issues.
Develop plan for implementation of the solution
After utilisation of the decision making technique such as Pareto analysis, all kind of a
solution is need to implements effectively (Garg, 2016). In previous assessment, hiring
deficiency such as consisting no process such as consideration of the experience year to
appointment of manager. This is one of high ended position for the Hilton hotel, as manager is
essentially responsible for taking of the critical decisions which sometimes not in its context. In
this case, solution is taking to create procedural interview, in which initial screening of the
candidate will be strictly taken care and for this, minimum year of the experience is set to the 3
year. For hiring of the staff say manager, goal oriented plan is as follows:
Realising of the job description: For hiring of the experienced manager, job description
with minimum experience of the 3 months along with roles and responsibilities of the manager.
Also, competencies of the desired candidate must be reflected upon.
Candidate approval: After realising of the JD, candidate is expected to apply as per need
of the credentials mentioned in it. After its approval, initial screening will be undertaken to check
truth about the mentioned credential.
Initial screening: In this third stage of the plan, information shared by candidate will be
validate by asking cross questioning about personal context, previous work experience and ask
more about work done during previous job to make self satisfactory about mentioned experience.
Referential check for experience: In this, HR Dept. tries to contact previous employer on
reality of the information shared by the candidate to them. This is the final proofing checking
procedure which is necessary to transparency with other staff member of the Hilton hotel.

Interview: It is the final stage for recruitment of an experienced manager for determine
job role.
Solution for missing hiring hierarchy and standard will be perfectly implemented by
using explained procedurals.
Communicate plan to the stakeholders
For this Hilton hotel, stakeholder such as employees, suppliers, investor, customer's etc.,
will be informed about such solution with help of the communication channels such as verbal
and non-verbal chain (Mardani and et. al., 2016). Verbal communication is translate or share
information through verbal modes such as written drafts, notices etc. Whereas, non-verbal
communication means using of an electronic media such as Email, fax, text message, chatbot of
an organisation. Hence, Email and organisational chatbots are the best option for Hilton hotel to
communicate this plan to its stakeholders to keep them linked to products or services of the
Hilton. With use of non-verbal mode, info or data about detailed plan will be shared factly and
valid security.
Assess appropriate monitoring and review techniques
After implementation of the solution, its necessary for Hilton hotel to monitor as well as
evaluate solutions adopted by using of the feedbacks from the stakeholder such as employees,
suppliers, investor, customer's etc., to realises efficiency and outcomes achieved out of a solution
preferred for problem described in this entire assessment. Also, review and opinions of candidate
and also referential will be takes into consideration to make further future alteration or changes.
Response collected will be check using desired and actual performance of a solution led
to hiring staff with required to perform their duty or task. Also, monitoring will be done after few
hiring process of further recruiting process. Ideology of this process is to rise quality of outcomes
out of what was identified or ascertained.

CONCLUSION
From the above report, it is concluded that workplace problem and decisions proved
negative for an organisation at point of its functioning. This has led to rise of the conflicts and
issues on prominently level. In the hotel industry, major failures are realised in context of human
resource regulation along with looking to hire best supportive employee's with null experiences.
Also, unskilled worker has resulted to the deficiency and gaps in performance of the tasks or
activities which is necessary to perform all related activities or the work as part of customer
satisfaction. Role of giving training & development has proved necessary for employee to build
their actual source of stamina, so that they can perform assigned duties or task in right as well as
structured manner. Lastly, decision making has proved as productive for hotel to gather instant
decision making without wasting resources.