Staff Development and Engagement Training Report: Hilton Hotels

This report delves into staff development and engagement training within Hilton Hotels, exploring key aspects of human resource development. It analyzes the systematic approach to performance management, including planning, coaching, reviewing, and action phases. The report identifies the stages of team development—forming, storming, norming, performing, and adjourning—and their impact on team effectiveness. Furthermore, it examines the knowledge and understanding required for 21st-century leadership in the hospitality industry, emphasizing adaptability, technological proficiency, and cultural awareness. The report also addresses the causes of conflict, such as resistance to change and poor communication, and explores conflict management skills and strategies within the leadership development process. Finally, the report provides insights into fostering employee motivation and achieving organizational goals within the Hilton Hotels framework.

Staff Development and
Engagement Training

TABLE OF CONTENTS
Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Systematic approach of the performance management process as a part human resource
development.................................................................................................................................1
Stages of team development for the effective performance of tem in Hilton..............................2
Knowledge and understanding of the leadership of 21st century in Hilton..................................4
The causes of conflict and the conflict management skills and the strategies within the
leadership development process..................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Staff development is a set of the policies, procedures and the practices that help s for the
development of the development of the employee in the organisation by improving their
knowledge, skills that helps to increase the effectiveness and the efficiency of both to the
employees and the organisation. To get engaged in the organisation to the employees so that the
organisation work can be achieved significantly with the effectiveness the employees are to be
trained effectively (Employee Development, 2019). Hilton hotels and the resorts is a
multinational brand of the hospitality industry. It is founded by Conrad Nicholson Hilton in the
year 1919. Its headquarters are in Mclean, Virginia and U.S. Hilton has over 584 hotels over the
globe. The aim of the report is to analyser the systematic approach of the performance
management process; identify the stages of the team development, knowledge and the leadership
in the hospitality industry and the causes of the conflict and the conflict management skills and
the strategies with the development of the leadership.
MAIN BODY
Systematic approach of the performance management process as a part human resource
development.
The performance management process is a collaborative approach with the effective
communication where the management if the Hilton and the employers work collaboratively to
plan, monitor and the review the objectives and the long term goals of the employees that
contributed to the Hilton. The performance management process used by the management of the
Hilton is:
Planning
It is the first process where the management start with the planning to improve the
performance of the employees. In this stage the step the HR and the management team describe
the job or to the company itself that includes the areas like long term and the short term goals of
the Hilton, their key objectives and the strategies used by the company to meet the objectives and
the goals. After the management completed with their defining stage then the employees working
in the Hilton are given an opportunities to give their inputs on the material decided by the
management (Armstrong, 2017). After the feedback given by the employees according to their
skills, knowledge required to achieve the goals of the Hilton. The management and the
employees get agree with the goals, objectives and the roles. Hilton uses t5he collaborative
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approach by involving their employees in the decision making where the employees also feel
efficient by involve in the goal setting.
Coaching
After setting all the parameters for the job and their objectives the next step is begin. It is
a coaching process that is to be done on the regular basis with the meeting held by the mangers.
The meeting should be held on the monthly or the quarterly basis (Abusweilem, and Abualoush,
2019). The meeting are to be focused on the solution and the opportunities for the coaching. For
the effective performance the management is to be accountable of the work performed by the
employees that helps to maintain the performance of the work and with the effective training in
the areas for the improvement help to the Hilton. With the collaborative approach the
management will able to give and receive the honest feedback of the wok. With the effective
performance management process, management has to review the objectives and made the
adjustments to it. This process is for the review of the overall performance of the employee.
Reviewing
This step is taken at the end of the year to analyse the review of the performance of the
employee during the year. The review of the performance of the employee is also termed as
performance appraisal. This is done once a year to analyse the work performed by the employee
in a span of time. This is a clear record of the work that is performed by the individual employee
and did the progress in a year. It is important for the employee and the management in a way that
how well the process of performance management set by the Hilton work. Management gives the
feedback to the employees where they need to improve in their future performance.
Action
This is the last step where the rewards and the recognition is given to employees for their
effective performance they give in a year for achieving the goals of the organisation. It helps the
employees to get motivated (Bellisario, and Pavlov, 2018). After the end of the performance
management cycle the employees and the management gives the change to give the feedback to
the overall performance and plan the objectives according to the feedbacks of the next year.
Stages of team development for the effective performance of tem in Hilton.
For the development of the team an effective members are to be choose by the Hilton having
the relevant skills, competencies and the behaviour so that the team can perform their work
effectively. Hilton selects the following steps to the effective team development:
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Forming
At this stage first the team members are meet with the each other. The members of the
team are to be introduced with the each other by the management. They share the information
that involved their backgrounds, experiences and their interests (Layne, 2018). After giving their
introduction to each other they create the certain impression in the mind of each other. After that
all the members learn about the project they have to complete together by sharing the
information regarding the objectives and goals of the project. The roles and the responsibilities
that are performed by the individual member are decided. They only decide their roles not start
working on the project. During the initial stage team leader has to be very clear with the team
goals and give clear direction towards the goals.
Storming
At this stage the members of the team start working together. The team members are
competing with the each other for their status and decide to acceptance to their ideas. The team
members are coming with the different backgrounds and have different interest so they have
different opinions of the way to work and how it should be done that leads to the conflict
between the members in the Hilton. Having the effective team leaders by giving the guidance the
conflict can be solve and understand the way to work together by function with the individuality
and with the team. The team leader has to adopt the team by ensuring that the team member has
listen to each other and gave respects to their ideas and differences.
Norming
When the team moves to this stage the members of the team works with each other with
the effectiveness. They are no focused with the individual goals and focused on the developing
the way to work together. At this stage they start respect to the opinions and the differences in
the value. The team has to agree with rules of the team with working together. The team leader
works with the tesm effectively and involved in the decision making and solves the problems.
The team members have to work together and take more responsibility.
Performing
At this level teams are functioning at the very high level. The team members are working
together for achieving the goals of Hilton (Heathfield, 2018). The members of the team know
each other and build the trust among each other. To complete their job the team is highly
motivated. Team make the relevant decisions and the problems are solved easily and effectively.
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At this stage the team leader not take part in the decision making, problem solving and in the day
today activity. Leader will monitor the progress of the team members in the Hilton.
Adjourning
At this stage the project is going to complete and the team members are going for their
future plans in different directions (Arnold-DeHay, 2020). This stage looks at the wellbeing of
the team rather in managing the team. The team leader ensures that the team has to celebrate the
success of the project and captures the best use of learning in future.
Knowledge and understanding of the leadership of 21st century in Hilton.
The 21st century is been characterized as a constant change and the disruption. It is for the
first time in the history that the 21st century reaches to the milestones, that is greatly influenced
with the way of living and the working of people. The leaders of the 21st century are also have to
be more effective and have to be all rounder. He has to be deep knowledge of the information of
the hospitality industry (Elgoibar, Euwema, and Munduate, 2017). The leader of the Hilton has
to face with the challenging tasks that are guided to the Hilton to shift complex and continually
of the global landscape. The leaders have to be effective requires the proactive approach that
manages to change and gives positive impact in the long run to the Hilton. The leaders of the 21
century have an ability to have a unique knowledge to deal with the challenges and opportunities
faced in the Hospitality industry. In this century there is lot of demand increase of the hospitality
industry, so the leaders have to choose the unique and the efficient techniques for the betterment
of the Hilton. The leader of the Hilton has to choose the effective techniques and the strategies
that help to boost up the sales.
Leader has knowledge to serve and attain to the customers coming in the Hotel with the
pleasing smile and the greeting gestures (Iordanoglou, 2018). Leader has knowledge about the
different languages that are to be used by the customers which are common and gives the
positive attitude towards the resort of hotel. Leader has knowledge of the latest technology used
by the Hilton effectively so that it helps to understand their customers’ perspective effectively.
To be an effective leader the leader has to lead the team in an effective manner so that they get
motivated and achieves their individual goals as well to the Hilton goals efficiently. The
leadership used in the Hilton is to be versatility that help to lead the effectively to the different
generations coming as ac guest in the hotel or resort of the Hilton, have knowledge of the
cultures, mindsets of the different people and their perspective. The leadership quality used in the
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21st century is to be more effective that gives positive impact to the team and the guest that
arrives at the hotel or resorts of Hilton. To be an effective leader of the hospitality industry the
leader has the deep knowledge of the industry and the services provided by the Hilton and keep
his team motivated in an effective manner, leader has knowledge about the cultures and different
languages so that guest cannot find difficulty when they came in the property (Jaques, 2017).
Leaders have the networks within and outside the Hotels so that it will help in getting the
relevant information about the company and they have to be focused on the long term strategies
and can adapt the changes easily by not affecting to the working in the Hilton.
The causes of conflict and the conflict management skills and the strategies within the leadership
development process.
Causes of conflict
Resistance to change
People get habitual with their work that they have to perform in their regular basis. With
the change in the company leads to fear in the min of the employees and can create a stress in the
mind of the employee and results to conflict between the management and the team members
(Ebeguki, and et.al., 2019).
Poor communication
Having poor communication with the organization by nor clearing the task and the
objectives leads to the conflict in the organization between the team members and the
management.
Personality clashes
All the people don’t have the same perspectives, thinking and the values. Different
personality and the thinking affects to each other in some way of the thinking that will lead to the
conflict in between the members of the organization.
Inter relations of departments
In the organization various activities are divided into the departments and all rhe
departments are interlinked with each other (O’Reilly, 2019). During this process various
chances having the different opinions, clashes of the work that will lead to conflict.
Conflict management skills
Communication
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Employees have the effective communication skills to interact with the other members in
the organization that helps to understand the task and the objectives clearly so that the work is to
done effectively and reduces the conflict.
Teamwork
The individual personalities can often lead to rise the conflicts in the organization.
Individual has an understanding to lead the functions of the successful team that helps to reduce
and avoid to the conflict at the workplace (Masterson, and Weeks, 2017). Having the skills of
team work help an individual to understand the way to work with the team effectively.
Problem solving
Problem solving skills lead to resolve the conflicts by identifies the root cause of the
conflict and taking the relevant decisions to solve it effectively. Individual having the skills to
solve the problems have knowledge how to tackle the problems instead of avoid them that will
lead to reduce the conflict.
Stress management
Stress can create the fire on the conflict at the workplace and conflict creates the stressful
situations for the employee (Katz, and et.al., 2020). Employees have the skill to manages their
stress can cope up with their frustrations and emotions from the workplace conflict.
Conflict management strategies
Avoiding
It means run away or ignore the conflict by doing nothing. By ignoring the conflict
individual feels safe but they can’t solve the problems. The conflict might get worse if the
conflict is not solved.
Competing
This strategy is used by the individual to view the conflict in a way to win their desire in
front of other person. They want to win their opinions and are not afraid of anything that their
opinions might have wrong.
Compromising
This strategy is aims to settle down the conflict by aiming the solution that is fair for both
the parties. Each member sacrifices in certain amount so that the conflicts can be resolved.
Accommodating
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The accommodating strategy is used to resolve the conflicts by involving in essential
steps for the satisfaction of other party demands and concerns by paying the expense of own
need (Raines, 2019).
Collaboration
Collaboration is a strategy used by involving both parties and satisfied the concerns for
the both parties that are involved and solve the conflict.
CONCLUSION
From the report it concluded that the development of the staff in the organisation is
necessary that helps the Hilton to improve the effectiveness and productivity of both employee
and organisation. The performance management process is used by the Hilton for their effective
performance of their employees by the systematic approach that have steps includes the
planning, coaching, reviewing and action. Different stages are to be developed for the team
development for their high performance in the organisation. The steps include forming, storming,
norming, performing and adjourning. To be an effective and the efficient leader of the 21st
century leaders have effective knowledge of the leadership. There are various causes for the
occurrence of conflicts in the organisation and the effective skills and the strategies are required
to solve the conflicts effectively.
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REFERENCES
Books and journals
Abusweilem, M. and Abualoush, S., 2019. The impact of knowledge management process and
business intelligence on organizational performance. Management Science
Letters. 9(12). pp.2143-2156.
Armstrong, M., 2017. Armstrong on reinventing performance management: Building a culture of
continuous improvement. Kogan Page Publishers.
Arnold-DeHay, S., 2020. Professional Learning Communities: Team Development (Doctoral
dissertation, Brandman University).
Bellisario, A. and Pavlov, A., 2018. Performance management practices in lean manufacturing
organizations: a systematic review of research evidence. Production Planning &
Control. 29(5). pp.367-385.
Ebeguki, I., and et.al., 2019. Workplace conflict management and administrative productivity of
staff of selected ICT driven public universities. International Journal of Mechanical
Engineering and Technology. 10(3).
Elgoibar, P., Euwema, M. and Munduate, L., 2017. Conflict management. In Oxford research
encyclopedia of psychology.
Heathfield, S.M., 2018. What are the stages of team development.
Iordanoglou, D., 2018. Future Trends in Leadership Development Practices and the Crucial
Leadership Skills. Journal of Leadership, Accountability & Ethics. 15(2).
Jaques, E., 2017. Requisite organization: A total system for effective managerial organization
and managerial leadership for the 21st century. Routledge.
Katz, N.H., and et.al., 2020. Communication and conflict resolution skills. Kendall Hunt
Publishing.
Layne, R., 2018. Growing Together: Personal Reflection and Understanding Can Foster Team
Development.
Masterson, M. and Weeks, J.L., 2017. Power, Institutions, and Issues as Causes of Conflict.
In Oxford Research Encyclopedia of Politics.
O’Reilly, G., 2019. The Causes of Conflict. In Aligning Geopolitics, Humanitarian Action and
Geography in Times of Conflict (pp. 59-89). Springer, Cham.
Raines, S.S., 2019. Conflict management for managers: Resolving workplace, client, and policy
disputes. Rowman & Littlefield.
Online references
Employee Development, 2019. [Online]. Available through
<https://www.valamis.com/hub/employee-development>. [Accessed on 31 May, 2021].
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