A Comprehensive Report on Talent Management Practices at Hilton Hotels

This report provides a comprehensive overview of talent management within the hospitality industry, using Hilton Hotels as a case study. It begins by exploring the diverse types of businesses within the hospitality sector, including food and beverage, accommodation, and travel and tourism, and the various products and services they offer. The report then examines the operational and functional departments within Hilton, such as room division, sales and marketing, maintenance, and human resources, highlighting their roles and contributions. Furthermore, it discusses the hospitality industry's significant impact on local, national, and international economies, emphasizing job creation and economic growth. The report also investigates a range of operational roles within Hilton, including concierge, event planners, executive chefs, and hotel general managers, detailing their responsibilities and required qualifications. Finally, it analyzes the essential skills required for success in the hospitality industry, such as customer service, communication, cultural awareness, multitasking, teamwork, and flexibility, while also addressing current skill shortages.

Talent management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Explore the difference type of business within the hospitality industry and the diverse
products and services they offer .................................................................................................1
P2 Examine a range of operational and functional department within a chosen hospitality
business. .....................................................................................................................................2
P3 Discuss the contribution of the hospitality industry to local, national and international
economies....................................................................................................................................2
TASK 2............................................................................................................................................3
P4 Investigate a range of different operational roles within the hospitality industry. ...............3
P5 Examine the skills required for roles within the hospitality industry and current skills
shortages......................................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCE...................................................................................................................................6

INTRODUCTION
Hospitality Industry is vast range in the field of service sector that include events
designing, theme parks, transportation, cruise lines, travelling and other area within the
respective sector (Radojevic, Stanisic and Stanic, 2015). There are various units of hospitality
such as restaurant, hotels or an amusement parks which is consist of multiple group such as
facility maintenance and direct operations. In this report, the organization chosen is Hilton which
is founded by Conrad Hilton in 1919, it is a global brand which provide full service hotel and
resorts. This report is going to examine the current state, scope and size of hospitality industry in
diverse products and services they are offering to their customer. Moreover, anticipating various
skills require in hospitality industry.
TASK 1
P1 Explore the difference type of business within the hospitality industry and the diverse
products and services they offer
Hospitality industry is a multibillion buck business which is depend up on availability of
time and disposable income. It is duty for offering mainly food services and accommodation in
different areas like hotels, resorts, conference centre and theme or amusement parks. In
respective sector their are different type of business sectors which offer products and services
accordingly, which are mentioned below:-
Food & Beverage:- This division of hospitality industry is crucial, wide and supreme
among all sectors. This activity can also role as other portion of business like bowling alleys,
movie theatres. If an organization is in food and beverage sector, food and beverage can
effectively improve the whole occurrence of guest by providing quality food and best grade
guests services. Such as Zizzi Restaurant who offering dishes which are inspire by Italian cuisine
in UK and the republic of Ireland.
Accommodation:- This is broad sector of hospitality industry which include hotel, beds
and breakfast (Kandampully, Zhang and Bilgihan, 2015). This sector featured products and
services of a gamut from luxurious hotels to lavish resorts and camp grounds. In this
organization focus in providing lodging services which should be comfort, efficiency and
attractive customer services. For Example the hotel which provide accommodation rooms and
other product and services such as Hilton hotel, Holiday Inn.
1

Travel and Tourism:- It is huge aspect of respective sector industry with various primal
performer globally, it include trains, airlines, cruise ships and several crew members in services.
Its main product and services is to moving people from one destination to another for the purpose
of entertainment. Like Thomas Cook who provide various variety of travelling services which
consider overseas exchange, global and national vacation and many more.
P2 Examine a range of operational and functional department within a chosen hospitality
business.
There are several functional and operational in an organization which help them in
smooth functioning. Some of functions which is adopted by Hilton hotel are describe below:-
Room Division:- In Hilton it include three major areas- front office, housekeeping and
uniformed services (Jones, Hillier and Comfort, 2016). Work of front office is to welcome
guest,register them, assign guest room, answer questions about hotel and surrounding etc.
Housekeeping take care of room cleaning and attend laundry wash, dry and iron them etc. and
the uniformed services works belong to bell staff, door to door persons, valet and concierge,
these people take bags, introduce to services etc.
Sales and Marketing:- This division of Hilton is small but very important for the
promotion purpose and handles advertising needs of hotel. They focus mainly on hotel appraisal
and soliciting group in the market.
Maintenance Department:- In respective hotel work of this department is to maintain
and up keep hotel and its facilities (Bharwani and Butt, 2012). It is a small department but has
major responsibilities like snow remove, landscaping, lighting, decoration, etc.
Human Resource:- In Hilton HR department plays an important role related to hiring,
employment and termination of people etc. the work of HR manager of respective organization
starts from identify the vacancy and hire accordingly to the employee engagement and
termination.
P3 Discuss the contribution of the hospitality industry to local, national and international
economies.
Hilton hotel create jobs in the UK which helps peoples to earn money and able to spend it
on other business, through it money is spent over and over in market. The respective company
2

hire many peoples and most of them are on the job at hotel, are associates of localized gathering
and this will assist the Hilton to help economic system of that particular area. It also help Hilton
to do advancement in their techniques, services, products and also they do experiments in their
dishes which attract customers and help in increase economy.
The Hilton hotel is a huge company in hospitality sector which have numbers of hotels all
over the world, it helps other businesses too- such as taxi companies which make easier travel to
tourist from one place to another. Respective company bring guests from worldwide like
incoming and national travellers, it is very great for enterprise in particular respective domain
because traveller come form different places and use up currency in which field that increase
company economy as well as country (Chen and Shen, 2012). Organization such as Thompson
have interrelationship with Hilton through which Hilton hotel is able to sell their rooms in last
minute. Hilton hotel also help local businessman, that they can advertise their products and
services near to hotel so they can attract and approach more tourists which is helpful for the
economy.
TASK 2
P4 Investigate a range of different operational roles within the hospitality industry.
There are many jobs in Hilton hotels which involves interacting guests or customers face
to face in numerous manner but there are some jobs which are done from behind the front desk
that consider position like gross sales, marketing and accounting. There are numerous of
operational jobs in Hilton hotel some major of them are mentioned below:-
Concierge:- These are a person who directly interact to customers and provide them
various services. They are like liaisons which provide services or products which guest request
or anticipate, these activities can be giving facility of a babysitter, providing tickets for show,
advise eating house and places etc. (Gin Choi, Kwon and Kim, 2013). Luxury hotel like Hilton
have entry level job, whose main work is to solve queries, welcome guests, attend guests etc.
Some different front office roles are- casino host, cruise ship attendant, front desk associate,
gaming dealer, guest service associate, clerk and receptionist of hotel, reservation agents etc.
Event Planner:- Hilton hotel have group discussion or meeting room or programmes
space which they give on rent for several programmes, rent from meeting to weeding. Event
3

planner work with that particular hotel or individual to place and ensure the events to run
function smoothly. Event planning roles include in respective company are – programmes
manager, executive meeting manager, executive meeting manager, meeting and conventional
planner, meeting coordinator, meeting manager, meeting planner, meeting specialist, special
event manager and weeding coordinators.
Executive Chef:- Executive chief perform managerial function which consider many
type work behind the scenes in Hilton hotel (Pechlaner and Volgger, 2012). An executive chief
of restaurant oversees food in restaurants, hotels, casinos or some other locations which offer
food in respective hotel. They give direction and monitor to all cooks, sous chef and another
kitchen staff, executive chef command for all the food, develop plan for the meal and cook or
prepare food in the kitchen. Other roles similar to executive chef in respective company are- chef
manager, catering manager, chef, cook, food and beverage manager, kitchen manager, pastry
chef, restaurant manager and sous chef.
Hotel general manager:- The respective manager of Hilton hotel take care that
operations and functions of hotel is conducting effectively and efficiently, this include
interaction with guests, managing staff, handling finance of holding and many others. The
qualification degree of hotel managers can be certified in hotel management or have high school
diploma and few years of experience working in hospitality area. Hotel general manager should
must have effective skills of business, management skills and interpersonal skills. In Hilton hotel
other operational role related to hotel manager are- back office assistant, catering sales manager,
director of hotel sales, director of marketing and sales, group sales manager, lodging manager,
shift leaders, spa manager, wedding sales managers etc.
P5 Examine the skills required for roles within the hospitality industry and current skills
shortages
To survive and make career in hospitality industries a person must have various skills,
some of the major skills are describe below which is required by Hilton hotel:-
High level of customer service:- If a person want to make or pursue their career in
respective industry it refers to that they are working in a customer interacting environment
(Brotherton, 2012). In order to win in respective sector a person must ensure that their customer
4

or guest are perpetually enjoy and having great time. If a guest always meet its needs and put
smile on his face face this ensure about company good customer service.
Good Communication Skills:- For operating in respective industry both physical and
mental presence are demanded. In respective industry required much of interaction amongs
customers, staff and management. Oral and written both communication are important in this
industry and to succeed in this (Boella and Goss-Turner, 2013). A person must have effective
communication which will be relied on time to time.
High level of Cultural awareness:- If a person plan to enhance his career in respective
industry, then they must have ability to attract large numbers of different people from a various
different places. To succeed in this they should be delicate and perceptive to different culture,
religions, races, nationalities and other things which are in between .
Have the ability to multitasking:- All job in respective sector requires the ability to do
multitasking. Sometime a person who is working in respective industry has to handle hundreds
of clients or guest at particular time, jugging various duty while they trying to stay attractive and
organised. In state to win in this sector, it essential that a person ability must be scratch, keeping
time management and know how to handle the fast paced nature of industry.
Work well in a team:- If a person want to succeed in this industry, they not only have
ability to work in unit but also must grow and stay productive in group situation (Cooper, 2012).
Staff of these industry only give importance to those who speak up and make important
contribution and also to those who can do respective duty which bring the business gross
success. A person must have dynamic personality that other team members feel supported to
them, as well as work jointly to accomplish common objective.
Be Flexible:- The person who is working in this sector must have ability to do flexible
work and in flexible time. A person must always essentially ready to work if unforeseen situation
develop, they must ready to learn new things .
CONCLUSION
From above discussion it has been conclude that hospitality industry is one of the vast
sectors, it has various different division which offer different different products and services and
to manage various division there are range of operational and functional departments who plays
numerous of roles according to their department. The respective industry also contribute to
5

economy of local, national and international and it required different skills to survive and make
career in respective sector.
6

REFERENCE
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry.Tourism
Management. 51. pp.13-21.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry.International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas.International Journal
of Contemporary Hospitality Management. 28(1). pp.36-67.
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes. 4(2). pp.150-162.
Chen, T.L. and Shen, C.C., 2012. Today's intern, tomorrow's practitioner?—The influence of
internship programmes on students' career development in the Hospitality
Industry.Journal of Hospitality, Leisure, Sport & Tourism Education. 11(1). pp.29-40.
Gin Choi, Y., Kwon, J. and Kim, W., 2013. Effects of attitudes vs experience of workplace fun
on employee behaviors: Focused on Generation Y in the hospitality
industry.International Journal of Contemporary Hospitality Management. 25(3).
pp.410-427.
Pechlaner, H. and Volgger, M., 2012. How to promote cooperation in the hospitality industry:
Generating practitioner-relevant knowledge using the GABEK qualitative research
strategy.International Journal of Contemporary Hospitality Management. 24(6).
pp.925-945.
Brotherton, B. ed., 2012.International Hospitality Industry. Routledge.
Boella, M. and Goss-Turner, S., 2013.Human resource management in the hospitality industry: A
guide to best practice. Routledge.
Cooper, C., 2012.Essentials of tourism. Pearson Financial Times/Prentice Hall.
7