Environmental Differences in International Hospitality - Hilton Hotels Management Issues - Case Study Example

International Hospitality Table of Contents Summary Introduction……………………………………………………………………1 Company overview……………………………………………………………2 Hilton Hotels in Kenya and US……………………………………………….3 Hotel Products…………………………………………………………………4 HR Aspects……………………………………………………………………5 Marketing of products…………………………………………………………6 Management Issues……………………………………………………………7 Differences…………………………………………………………………….8 Conclusion…………………………………………………………………….9 Recommendation……………………………………………………………..10 Summary The paper will try to analyse Hilton Hotels in tow different countries that is Hilton Hotel in Kenya and Hilton Hotel in US. This is because it is an international hotel hence needs to know how the business is run, the various products available in these hotels, Hr aspects and the marketing and management issues. Introduction The Hilton industry has been recognized due to the provision of quality services plus preeminent destinations to most of its travellers hence providing such an outstanding services to most of their guests plus also promising careers to most of their team members. You find that Hilton has offered so many career opportunities to most of the people in the many countries whereby we have the Hilton branches hence it is a leading employer and a good example is in Kenya. (Boniface, 2000). Company overview Hilton Hotels corporations are one of the leading companies in the world. It is a global hotel in that it has so many hotels ranging from 2,800 hotels in 76 countries over the world whereby in all these countries, there are 480,000 rooms. The Hilton hotel also own and manages hotel portfolios for most of the highly known and also recognized brands which some of them may include Hilton®, Hilton Garden Inn ® among other recognized brands in the world. Hilton motto is to fill the world with the warmth of hospitality. The company has been in a position to be recognized all over the world since it put a unique brand name of most of its services hence leading for the industry to be well known that is the “ be hospitable ®. This brand is shared by the Hilton hotels all over the country. The philosophy is also shared by all its brands in the Hilton family of hotels. Through the paper, am going to try and analyze Hilton Hotels in Kenya and in America and try to see some of the differences and similarities in their products, HR aspects, marketing plus the management issues in the two countries? (Ianni, 2003). Hilton hotels in Kenya and US Hilton hotels are diversified in most of the developed countries hence meaning that it is one of the most hospitable hotel industries which is known by so many people. It also has some branches in the developing countries like Kenya so am going to try and analyze the differences and the similarities in the management of the hotel hotels in these two countries. Now let’s look at the similarities. (Ianni, 2003). Hotel products Many products are offered in both hotels. For example in Kenya, Hilton hotel which is located 5km from the Jomo Kenyatta International Airport. It provides the business plus the leisure markets with a superb selection of facilities. There are so many accommodation facilities as per the standards of the international hotels around the world. All the rooms are well conditioned and have also a satellite TV so that most of the visitors since most of them come from different countries can have access to the news hence can capture the happening around the globe. They also have electronic safes for most of the visitors so that they belongings can be safe, electronic locks are also provided, hair driers and mini bar so that the visitors can make use of them when they come in to such hotels. So it is as per the standards of the international hotels to make sure that all these facilities are provided for the customers who visit such hotels. (Ianni, 2003). Delicious foods are also available in these hotels. You find that most of the locally and the international food are got from these hotels since it serves so many people from all aspects of the world. So you will find that delicious foods that are traditionally made are found from all countries of the world so that people from their different states and culture can have a selection of the type of food which they want. So you find that in these hotels, there is a similarity in the type of food in which they serve to its customers. Entertainment facilities are also provided in both hotels. You find that most of the recreational facilities are offered in both hotels and some of the recreational facilities may include heated swimming pool, gymnasium, steam baths, health club facilities, sauna and massages among other recreational facilities. You find that almost of aspect of entertainment is found in the Hilton hotels as per the standards of the international hotel so that people can make use of their free times effectively. Conference rooms are also provided in both hotels. You find that most of these international hotels are mainly for discussing matters by many groups. An example to explain this is the government and political matters. You find that most of the political negotiations by the government ministers and other government officials usually use these hotels when discussing a certain matter. So conference rooms are offered so that such negotiations can take place. For example the Nairobi Hilton hotel has a ballroom plus a four conference room which can host 500 guests. So it is due to this that most of the international activities can take place in such conferences which are available in the Hilton hotels in both Kenya and New York. There are also other local attractions which can be used by the guests during their free times. For example in Kenya, we have the Nairobi national park and the nearby golf course whereby most of the visitors after their discussions can spent most of their free time either going to the national park so that they can have a glance of the Kenyan beauty or even go to the nearly golf training so that they can have some experience in golf for those who wish to aspire in golf. So in these hotels, you find that there are local attractions whereby most of the visitors can spent their free time in. (Ianni, 2003). Dining restaurants are also available in these Hilton hotels. A variety of dining hotels can be provided so that the guests can be in a position to select the best dining place to use. For example in Kenya Nairobi Hilton hotel, there is a category of dining restaurants which makes it easy for the different guests who visit this hotel to chose the best place in which they can best fit in. These are some of the dining hotels which are available, we have the Jockey pub which is famous for its delicious pub foods, the pool restaurant which is also famous for its Sunday lunch barbeques, the Café Americana which is so much convenient for a short break or even a meeting and has snacks and a delicious coffee for its visitors, The La Patisserie which is convenient for hot meals during lunch among other restaurants. So you find that in these hotels, there are a variety of restaurants whereby each has a set food or even product which is available at that particular time hence making the activities of these to be run so well. (Boniface, 2000). HR aspects There is a potential for the first line managers in the Hilton US and Hilton in Nairobi so that it can engage more HR activities that are said to underpin the company’s services. So you will find that HR is a critical component in both hotels due to the many roles which are done by the HR. Under the HR aspects, the Hilton hotels in the two countries have done so well in order to ensure that most of its workers are protected. For example in the management of the hotels resources, you find that it is the work of the HR to ensure that the resources have been well utilized in order to ensure that the hotel can realize its set goals and objectives which. The HR ensures that the company’s resources have been well utilized by putting in place various programs on the allocation of these resources. (Hanson, 2000). HR in Nairobi and New York also ensures that it has recruited so many people to work in the industry since it is one of the key employers in the country. A good example to explain this is Hilton hotel in Nairobi. It has been recognized for its promising careers to most of its team members hence meaning that each year; it employs so many people in the country hence it has led to the improvement of our economy. The passion for ones service in this case means that it can lead one in to a successful career with most of the Hilton family hotels. Sop you will find that if you are a professional of if someone is just beginning developing ones career, then there is a special place in the Hilton hotels. The HR department in this case ensures that it has employed most of the people depending on whether they have the skills or not. This is because it is a hotel industry whereby people either professionals or not professionals can fit well in such careers. So you find that most of the people have been in a position to secure good jobs like waiters, waitress among other jabs at Hilton. (Hanson, 2000). The payment schemes in both countries are well set. You find that the workers have been in a position to get good wages as per the work they do so here at the Hilton hotels, there is no any discrimination of workers out of the many aspects say like gender, age, race or any other personal aspects. The HR in this case ensures that people have been in a position top get the job as per their qualifications and there is no such discrimination as it happens in certain hospitable industries. For example you find that the Hilton at Nairobi employs so many people irrespective of ones gender or even race. You find that most of the people have been discriminated so much out of gender. This sis because in most of the hotels, men are considered to be more efficient than women and this is why they find themselves working in such places. But at Hilton, it offers job opportunities for all people as long as one has the potentials to work in such hotels. So the HR in the two countries has taken the initiative to employ so many people hence leading to the decline of the unemployment levels in both Kenya and US. (Hanson, 2000). The working conditions in the Hilton hotel in New York and Nairobi are so good for the workers. This is because there is a set time for each employee to work at ones convenient time. Workers say in the Nairobi Hilton work in shifts and this is very much important since most of the workers are not overworked and they can still have their time to do other activities. So you will find that most of the working hours are set by the HR and each employee has a set time by which one works. Both hotels also run 24/7 meaning that there are workers who work at night while at the same time there are those who have night shifts. This is because this is a busy hotel whereby it gets visitors and tourists coming to visit the country. This is because most of their services are of good quality and employ professional trainees who can meet the needs of their customers quite effectively. So the HR in this case has to consider the presentable employees when doing its recruitment since Hilton hotels are international hotels whereby most of its customers are visitors from different countries. (Hanson, 2000). Marketing of products When marketing their services, you find that both hotels make intensive use of the internet so much so that they can get the largest share of the customers in the market. The quality of a services and products is very important as far as its use by customers is concerned. This is because users are likely to visit hotels where there are likely to get the quality services that they want. As the rate of use of internet increases, so is the rate of competition in the market. Therefore it has become imperative for organization to come up with quality websites that meets the requirement of the users. Two key components that are essential in determine the relevance and attractive of the user are design and functionality of the website which determines the attractiveness of the websites. Life in this century has come to be driven by technology and the increased revolution in information technology has seen increased provision of information through the internet. There has been development of search engines which assists the users to access the information that they want from the internet. The website has become one of the most important tools for organization which helps them to give information to the users of the internet. Organizations are able to give most of the information regarding their organizations using the website. Therefore the way information is presented in the website becomes one of the most important aspects of communication between the organization and the users of the internet. (Kotler, & Armstrong, 1998). The website has become one of the most essential tools of any organization as it makes a strong impact as far as the image of the Hotel is concerned. Currently there are more that 970 million users of the internet in the world as hence one of the most important functions that the website can be used by any organization is for marketing. Thus internet marketing and e-commerce has become one of the most recent business strategies for Hilton hotels in Nairobi and New York respectively. This has come with the increased rate of globalization where the world has become a global village. Therefore a business threat has been strategizing to go international or even spread its wings in the domestic market needs to have a website as one of the most important component of its operating. (Coccossis, 1998). The question that lingers in most of businesses is whether they have to spend millions of money building an attractive website and the answer is yes. Having an attractive website that can keep internets users browsing back to it is like having a record of the company in the yellow pages which is actually a past technology. This is because through an attractive website, customers are likely to come for more information where they are likely to learn more about the organization and about how it functions. In short a website is essential to have the business generate more money which is more worth than the amount that will be used in making the website. (Kotler, & Armstrong, 1998). Therefore there are some quality bench marks that can be used to judge the usefulness of a website based on the way it provides information to the customers and on the way it makes them to come back for more information. This paper will asses the qualities of a good website and evaluates two websites in order to show how they have been developed and to judge whether they meet the qualities of a good website. So it is due to the globalization process that both hotels in New York and Kenya have developed their own websites and its through these websites that the hotels can be in a position to market most of the services and products which are done in the two hotels. It is through the provision of such websites that marketing the company’s products has been so much effective in that people from all over the world can be in a position to get to know the many services which is traded on by the two hotels. (Kotler, & Armstrong, 1998). The two hotels also uses internet when advertising its many products. Due to the increase in the new technology, people have been in a position to access a lot of information from the internet. It is through the internet that both hotels can advertise most of their new products to the members of the country as a way of trying t5o market them. So people in this case can get to know the types of food which are offered at the hotels. For example in Kenya, its through the internet that most of the tourists and also travellers can book most of their accommodation and the dishes they would wish to have through the internet. This has enabled people to make their own appointments without even having to travel and make ones booking in the hotel. They also try to differentiate their many products through the internet so that they can realize their competitive advantage. Differentiating and product positioning is very much important in any organization. This is because it is through product/service differentiation that the hotel can get increased customers on a daily basis hence leading to the hotel realizing its competitive advantage. So in both Hilton hotels, they use the internet so that they can try to differentiate their many products from their competitors so that they can make increased profits. This is because this is one of the set goals by the company. (Go, 1998). Management issues Both countries have management strategies which enable the hotels to run properly. For any business to succeed, it needs strategic management so that it can realize its set goals and objectives. These are decisions which are made by an organization on how to properly allocate its resources so that it can realize its set goals and objectives. When these policies are properly set, then you find that the retail service can achieve its goals effectively. It is seen as a tool used to provide direction in a firm. These plans should be properly analyzed to make sure that the organization is effective when doing its activities. A proper management strategy is power. This is because the more you know about your customers, competitors and then the better you can tailor your services in order to attract new customers in the business, encourage them to spent more hence increasing your profits in that sector. As a result, you also realize that you are at the same time lucrating long lasting relationships which enable these customers to always shop in your retail sector hence increasing your profitability. (Getz, 2000). In order to achieve this objective, the general manager for these hotels makes sure that it has recruited executive management area of the hotel. You find that in each department of the hotel, there are executive managers who are supposed to foresee the activities of the hotel. It is through this management that both hotels have been in a position to do well. The management activities here include controlling the activities especially the resources of the hotel. You find that if resources are not well managed, then there are so many cases of the closure of the hotel since many resources where used with little profits in return. So its through the appointment of the executive managers in each department that most of the resources and the finances of the hotel have been well managed. The environmental activities have also been controlled through the management team in both the hotel. You find that in the two hotels, they have taken the initiative of making sure that the environment has been well protected. This is achieved through the proper disposal of the waste materials which are got from the hotels. So in order to help in the protection of the environment, the management has had the initiative of forming so many programs which are geared towards having a clean environment. (Ianni, 2003). Coordinating the activities of the hotel is also another management issue in both the hotels. The management team ensures that all the activities of the hotel are well managed by ensuring that the workers can produce quality services to its customers. One of the biggest issue and concern in most of the hotels is the issue of cleanliness. This is because most of the hotels require that quality food and the accommodation facilities have been provided to its customers so that they can come again tomorrow. So, you find that quality food, accommodation facilities, entertainment facilities have been provided for the people to spent most of their free times there. So the management ensures that for the sake of the healthy of its customers, quality food is provided hence leading to so many people coming is these hotels. You find that these are international hotels which receive visitors from allover the globe hence the hotels have to differentiate themselves from the rest of the hotels which are not international hotels. So in order to achieve this objective, you find that both these hotels ensure that their customers are well welcomed by the many advertisements of their services which they make through the internet and other medias so that people can be in a position to know what is offered there. So the management in this case ensures that cleanliness have been maintained by the employees. This is because cleanliness is said to be Godliness so it ensures that the hotel is so much presentable to its customers from all over the world. (Ianni, 2003). Differences There are some differences in the way the business in conducted in both the Nairobi and the New York Hilton Hotels. For example in New York you find that the marketing facilities are more than those found in Kenya. This is because Kenya is a developing country unlike in America which is a developed country hence you find that it has an intensive technology which has made the marketing of the Hilton products to be quite effective than here in Kenya. For example is the issue of e-marketing. This is one of the new technologies which has come up recently hence you find that in America, e-marketing is highly used hence meaning that most of the activities are done online hence leading to high profits there unlike here in Kenya. The type of products which are offered in America are also said to be different in that they offer quality services and products due to the intensive use of the new technology which has made most of the activities to be done effectively. A variety of food can be offered with the new technology. (Wreden, 1999). The mode of payment and the working conditions also differ in both countries. This is because in America, you find that employees working in the Hilton hotels are well paid and only work for a short period of time. This is because the economy is well developed and its employees only work for a short period of time and then can have time to do other economic activities. Less workers are also found at the America Hilton because you find that due to the increasing technology, most of the activities there are computerized unlike in Kenya whereby most of the activities are done manually hence employing so many people. It is due to this that they are also less paid since you find that when the workers are so many, there wages also tend to be abit lower. (Wreden, 1999). The recreational activities in America are so many as when compared to Kenya. You will find that there are so many national parks whereby most of the guests can usually spent most of their free time unlike here in Kenya whereby only a few national parks are available near the town whereby these guests can spent most of their free time in. There is a big difference between the two websites when it comes to the issue of use of technology. There is extensive use of current technology to enhance interactivity in the America Hilton hotel website as compared to Kenyan Hilton hotel website. The level of integrity in the Kenyan Hilton website is precisely limited to booking and the operations of the hotel while the United States site has interaction for business and for personal views. Therefore the United States site is likely to attract more users as they feel a part of the websites in the scene that they can give their views. (Baum, 1999). Conclusion Hilton Hotels is one of the most globally known international hotels in the world. But due to the globalization and the rise of the new technology in most of the countries, there are some differences in the way the activities are done in the Hilton Hotels allover the world. This is because of the products, marketing and the management strategies which it uses which are said to be different from the rest of the international hotels. Hilton hotels mostly is for international purposes whereby most of the travellers and visitors can get good accommodation, quality food, entertainment facilities among other facilities which can not be found in any other hotel. Recommendation Since most of the international hotels have their own set standards which are supposed to be met by the hotel in the branch in which it is located, you will find that they have fewer differences in their way of operation but most of them have similarities in the way the activities are done. Most of the products and the management issues are said to be similar since these are international hotels which need to be run properly. Reference Web updates, 2008, Importance of having recreational facilities in hotels, Retrieved from http://www.webdesigning-india.com/importance_of_having_website.htm on 17th April 2008. Wreden, N 1999, E- Marketing, Harvard Management Communication Letter, January 9th. Kotler, P. & Armstrong, G 1998, Marketing Principles, Prentice Hall, New Jersey Hanson, W 2000, HR aspects in an organization, Western Publishing, New York. Ianni, D 2003, Hilton management issues, Principles, Journal of Marketing, Vol. 2, no. 2, p. 100-120 Baum, T 1999, managing Human Resources in the hospitality industry. A strategic approach, ITBP, UK. Baum, T 2000, Human Resource Issues in International Tourism, Butterworth Heinemann, UK. Boniface, B 2000, Geography of travel and hotels, Butterworth Heinemann, UK. Coccossis, H 1998, Sustainable Hotel Development, Ashgate, UK. Getz, D 2000, Hotel management, Cognizant Communications, USA. Go, G 1998, Globalization strategy in the hotel industry, Rutledge, Us. in Nairobi Read More