Hilton Hotels: A Report on Staff Development and Engagement Training

This report provides a comprehensive analysis of staff development and engagement training within Hilton Hotels. It begins with an introduction to self-development and engagement training, then critically analyzes the systematic approach to performance management as a key aspect of human resource development. The report examines the strategic, administrative, communication, and documentation aspects of performance management within Hilton. It further explores the stages of team development necessary for creating high-performance teams, including forming, storming, norming, performing, and adjourning stages. The report also demonstrates knowledge of leadership styles, specifically focusing on transformational leadership within Hilton Hotels and identifies the causes of conflict, conflict management skills, and strategies. The report concludes with a summary of the key findings and implications for Hilton Hotels.

Staff Development and
Engagement Training

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Critically analyse systematic approach to performance management process as a part of
human resource development in Hilton Hotels ...................................................................1
Analysis of stages of team development for creation of high performance team in Hilton.
.....................................................................................................................................................3
Demonstration of knowledge and understanding about leadership with in Hilton Hotels.
.....................................................................................................................................................4
Identification and analysis of causes of conflict, conflict management skills and
strategies in leadership development process.........................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Self development is considered as development of self by learning new skills and over
coming from various barriers. In general, it is defined to know individual’s capabilities and
limitations in businesses (Rigby and Ryan, 2018) . It deals in developing talents and potentials,
enhancing individual’s life, work, quality on various elements which perceives and overcomes
weaknesses. Whereas engagement training provides their managers with proven techniques and
strategies to enable them to mobilise their employee’s energy and commitment which are to
engaged and aligned with business strategies of companies. This report is based on self
development and engagement training of Hilton Hotels, which is an American multinational
hospitality company which manages as well as franchises a wide portfolio of hotels as well
resorts. This report includes critical analysis of systematic approach to performance management
process, stages of team development for creating high performance team, demonstration of
knowledge and understanding about leadership, analysis of causes of conflict, conflict
management skills and strategies along with its conclusion.
MAIN BODY
Critically analyse systematic approach to performance management process as a part of
human resource development in Hilton Hotels .
It has been critically analysed and evaluated that performance management system is said
to be a systematic approach to analyse and monitor performance of employees. it is a process by
which companies aligns their mission and objectives through present resources (Morethe, Swarts
and Schultz, 2020). It has been analysed that performance management is referred as a part of
human resource which is used in hospitality companies in order to serve quality elements to their
customers. In terms of Hilton Hotels, there are various competency skills and knowledge
differences which are determined by performance management method which could be enhanced
by providing direction, training, coaching as well as directing employees at various levels as well
as designations. As performance management is important for Hilton Hotels to performed in
their operations as managing employee’s performance is a key aim of establishing proper
performance management system in their workplace. As this process helps hotel in serving
various purpose of company that are as follows:
1

 Strategic: As performance managed system is a technique that is aligned with
overall company’s goal which are followed by departmental objectives as well as
individual’s objectives (Taghani and Razavi, 2021). As company’s strategic goals
should be linked with every activity which are to be performed by every employee.
In terms of Hilton Hotels, its operations and activities should be designed in order
to meet its company’ goals and which are inter linked with various employee
departments.
 Administrative: Performance management system helps in setting a deciding
aspect of employee’s demotion, promotion, salary increment, terminations and
transfers of employees. It helps in identifying various performers, non-performers
and skill level of employees. In terms of Hilton Hotels, performance management
process helps in carrying various administrative functions of employees and
workers working in their hotel. It helps in determining and treating various factors
of employees by which managers decides how to treat their employees.
 Communication: It is used as an effective channel which used in company to
interact their employees about their aims, job responsibilities, key deliverables
along with various performance standards. As it provides learning and training
skills along with knowledge for having better performance and outcomes. In terms
of Hilton Hotels, performance management helps them in establishing effective
communication among their customers by interacting them and provide their
employees training and learning skills and enhancing their knowledge in order to
build high interaction and employee relations.
 Documentation: There are various performance management reviews, feedback
along with forms which are to be documented or maintained regularly by
companies. This will ensure company to look forward, plan new targets, design
enhancement goals, designing and learning programmes to its employees
(Sitzmann and Weinhardt, 2018). In terms of Hilton Hotels, they are focused in
ensuring that its employees and workers are provided with effective training and
learning skills that will help hotel’s employees in enhancing their performance and
knowledge.
2

Performing performance management process in providing various functions and
operations. As it has its relevance in company’s operations. In terms of Hilton Hotels,
importance of having performance management are as follows:
 It helps in providing support to data to search skills as well as knowledge
differences of employees to enhance them training, coaching and directing
systems.
 It helps in motivating employees to make new hurdles and innovate with structure
process.
 It helps in gaining new opportunities to company’s employees for their growth
and enhancement in their professional careers.
 It helps in assessments of employee’s performance equally and correctly against
performance goals and standards.
 Employees will be enable to give better outcomes of having clarity(Orgambídez
Borrego and Vázquez‐Aguado, 2019) .
Analysis of stages of team development for creation of high performance team in Hilton.
Process of learning to work together effectively and efficiently is referred as team
development. There are generally five stages of team development to carry business practices
effectively in companies. In terms of Hilton Hotels, stages of team development which are
required to carry business practices effectively in order to create high performance in teams are
follows:  Forming stage: This stage consists period of orientation and getting acquainted. At
this group member may be anxious and adapt normal behaviour (Udeze, and
Mullins, 2019). In this stage team is required to write its own charter as well as
mission goal to clarify objectives. In terms of Hilton Hotels, company is directed
towards forming its team in order to handle customers well to satisfy them. In this
stage employees of hotel are trained to be work in teams and identify their strengths
and weaknesses.
 Storming stage: This stage of team development consists and states that team
members are generous to get going. Conflict could arise as employees tend to
bring various ideas of how to meet goals. At this stage, they notice differences
rather than similarities. This leads to few members dropping out mentally and
3

physically. In terms of Hilton Hotels, in this stage employees are going to adapt
members of team. In this stage teams are required to perform their duty and
responsibilities.
 Norming stage: Thus stage is when individuals starts to recognize methods in
which they are comfortable. They realize that they are in this same. They tend to
get more social and sometimes forget their focus in favour of having a good time.
This stage helps with training if applicable. It becomes essential to encourage them
in order to make them comfortable with each other and through systems. In terms
of Hilton Hotels, team members and employees of hotel starts feeling comfortable
and realizes that it is important to perform duties and operations of hotels in a
coordinated way.
 Performing stage: In this stage of team development states that as when team
members are get trained, competent, and capable to perform their problem-
resolving (Coots, 2018). At time, methods need to be searched at in order to state
them as well as develop them and states that team is mature now. Members know
their roles and duties. They will be required to more input in processes. Members
could be self-motivated as well as self-trained. In terms of Hilton Hotels, teams in
hotels performs their problem solving techniques in order to resolve queries and
challenges of customers effectively and easily.
 Adjourning stage: This stage of team development deals in accomplishing their
planned goals as well as objectives. In this stage there is emphasis kept on
collecting up final operations and documenting the effort as well as results. As
work load will be decreased, individual members could be reassigned to another
teams, and team disbands. In terms of Hilton Hotels, it focuses on accomplishing
planned targets so that efficiency of hotels could be increased and competitive
advantage could be gained in order to deal with competition.
Demonstration of knowledge and understanding about leadership with in Hilton Hotels.
Leadership is defined as a method by which an executive could influence, direct, guide as
well as influence behaviour as well as work of others towards achievement of specific targets in
a given situation. It refers to capability of a manager to induce their subordinates to work with
confidence and enthusiasm. There are various styles of leadership that are used business
4

companies in order to carry their business functions effectively in order to accomplished planned
goals and objectives. Some of leadership styles are as follows:
 Democratic leadership: This style of leadership allows leaders to impose
expectations and analyse outcomes. This leadership style is considered as one of
effective leadership style as it allows company’s lower-level employees to carry
authority they'll need to use wisely in future profiles they could hold. It also
resembles and decides how decisions could be made in company’s board meetings.
 Autocratic leadership: This style of leadership is opposite of democratic leadership
style (Johnson, 2019). As in this leadership style leader takes decisions without
taking and making inputs from leaders who reports to them. Employees are nether
considered nor consulted before deciding to a direction as well as generally
expected to adhere to decisions at a time or pace which is stipulated by leader of
company.
 Laissez faire leadership: This style of leadership states in empowering employees
by keeping faith in them to work and perform their duties and responsibilities they
like to work. In this style work and operations as well as decisions are taken on
basis of mutual concern of employees so that their efficiency and effectiveness
could be increased.
In terms of Hilton Hotels, company uses and implements transformational leadership
style that states that they are mainly focused on serving customers well. As in order to deal
with changing customer’s tastes and preferences it is important to use transformational
leadership style that states in making changes according to changed demands and wants of
customers to serve them with an ease (Niittylahti, Annala and Mäkinen, 2021). This
leadership style is used in directing and guiding employees to better on their roles and
duties. This leadership style is basically focused on making changes according to changed
demands and wants of customers in order to fulfil their needs well. It helps hotel to earn
more profits and generating revenues. This leadership style is focused in gaining
competitive advantage towards company to deals with competitors in corporate markets.
5

Identification and analysis of causes of conflict, conflict management skills and strategies in
leadership development process.
From this report it has been analysed and evaluated that for carrying a business practice
effectively it is important to ensure that all activities and operations are to be carried effectively
in companies in order to accomplish planned goals and objectives of companies (Fong, Dillard,
and Hatcher, 2019). Conflict could be defined as a difference which exists between requirements,
values and interest or group of an organization. Conflict is a situation in which two or more
members feel themselves in oppositions. It is an interpersonal method which arises from working
through conflict. Conflict analysis is the systematic study of the profile, causes, actions and
dynamic of conflict. The main reason of conflicts are un-balanced power relation, jealous,
competition, and poor communication. Imbalance in power relationship is a cause of conflict
between individual. Identification of conflict may not be easily identifiable prior bad experience
may build up the reason of conflict. In terms of Hilton hotel when there is conflict has been
arrived the between the individual then firstly they have to analysis the at which reason conflict
has been arises they have considered that reason which has been arises are the personal level or
the official level if they are having this as a personal reason they have to find the strategies that
removes their personal barrier if leader finds this at official level they have to categorised the
others strategies. Company have to make the proper strategies for the conflict management they
have to analysis what are the major reason at which the conflict is arising if they are arising on
the regular basis they have to find the actual reason which is related to the conflict has been
arises or if the conflict has been arises for the very short term of period then they have to find the
other strategies regarding them. Company always have to seek of strategies that there is no
conflict arises between the employees because that causes the job dissatisfaction and making the
working culture as stressful. Leader have to opt the proper strategies to stop the arrival of the
conflicting company or between the team members or individual leaders have to find the right
path which reduces the risk of conflict, Company have to organize the session related to the
anger control management expression control or hide your emotions these principals helps the
employees to control the conflict and there is the chances of the reduce in the conflict (Mihalec‐
Adkins and Cooley, 2020). Company have to opt the process of conflict management in which
they find the symptoms of conflict at what level conflict will arises and the causes of the conflict
and what are the solutions of the conflict and how much level they are resolving the conflict
6

there are the several methods of the conflict control which is opt by the leader of the company to
avoid the conflict they are the avoidance of the conflict , negotiation and bargaining proper
communication if there is the third party need to intervene to control the conflict they need to
call the arbitration to control the conflict leader has to be very active to reduce the conflict
between the employees because that shows the bad working environment of the company in
moral of the customers
CONCLUSION
From above report it has been concluded that self development and engagement training
are said to be essential elements in running business effectively in order to accomplish planned
and set objectives. This report identifies critical analysis of various approaches of performance
management process which is required by company to perform their business operations. It is
important to work in a team to accomplish goals of company and for that an effective team
should be built by examining various stages of team and development, leadership and conflict
management in business.
7

REFERENCES
Books and Journals
Coots, J., 2018. Differences Between Self-Efficacy and Course Engagement Scores Among
Postsecondary Academic Cohorts of Athletic Training Students.
Fong, C.J., Dillard, J.B. and Hatcher, M., 2019. Teaching self-efficacy of graduate student
instructors: Exploring faculty motivation, perceptions of autonomy support, and
undergraduate student engagement. International Journal of Educational Research, 98,
pp.91-105.
Johnson, L., 2019. Leader Efficacy Perceptions and Engagement in Self-directed Professional
Development.
Mihalec‐Adkins, B.P. and Cooley, M.E., 2020. Examining individual‐level academic risk and
protective factors for foster youth: School engagement, behaviors, self‐esteem, and
social skills. Child & Family Social Work .25 (2). pp.256-266.
Morethe, S.L.M., Swarts, I. and Schultz, C., 2020. Talent development practices predict the
employee engagement of human resource professionals. Southern African Business
Review .24. pp.20-pages.
Niittylahti, S., Annala, J. and Mäkinen, M., 2021. Student engagement profiles in vocational
education and training: a longitudinal study. Journal of Vocational Education &
Training, pp.1-19.
Orgambídez, A., Borrego, Y. and Vázquez‐Aguado, O., 2019. Self‐efficacy and organizational
commitment among Spanish nurses: the role of work engagement. International nursing
review .66 (3). pp.381-388.
Rigby, C.S. and Ryan, R.M., 2018. Self-determination theory in human resource development:
New directions and practical considerations. Advances in Developing Human Resources
.20 (2). pp.133-147.
Sitzmann, T. and Weinhardt, J.M., 2018. Training engagement theory: A multilevel perspective
on the effectiveness of work-related training. Journal of Management .44 (2). pp.732-
756.
Taghani, A. and Razavi, M.R., 2021. The effect of metacognitive skills training of study
strategies on academic self-efficacy and academic engagement and performance of
female students in Taybad. Current Psychology, pp.1-9.
Udeze, C. and Mullins, C.D., 2019. PNS245 DEVELOPING PRIORITIES FOR THE
COMMUNITY ENGAGEMENT TRAINING OF HEALTHCARE PROFESSIONAL
STUDENTS. Value in Health .22. p.S327.
Walker, D.O. and Reichard, R.J., 2020. On purpose: Leader self‐development and the meaning
of purposeful engagement. Journal of Leadership Studies .14 (1). pp.26-38.
8