Structure and Employment Opportunities of the Hilton Family Hotels - Case Study Example

Hilton hotel Tutor: College: Course: Date Hilton Hotel Introduction The Hilton Family Hotels included the Hilton, the Conrade, the Doubletree, Embassy Suite, Hilton Grand Vacation and the Hampton Inn & Suite. The company is still continuing to employ technology to enhance the recognition by the guests and improve their efficiency hence being able to expand the growth of the company. Hilton brand is one of the most famous tourism industries that is recognized and trusted by the travelers all over the world. It was founded by Conrad Hilton one of the great philosophers and is still alive today (Frank 1992).He claimed that his inspiration was from the fact that it had always been their responsibility to fill the earth with the light as well as the warmth of hospitality. The tourists have attested to getting only the best from the company and they termed it as the transformation to the contemporary first class hotel services that the travelers always expect. At Hilton, there are consistent high level services that are offered to the guests. Several meetings are held to maintain the high standards of the hotel. The success of the company is attributed to the cooperation of the ownership groups and the management team which is very organized. To enhance the success of the company, the hotel receives several visits from the regional director of the Revenue management which gave it a new approach to hospitality. The president Tom Keltner said that they enjoyed taking care of their guests and providing them with more choices and flexibility through effective use of the new technology. To be able to facilitate this strategy to succeed they came up with a common technology platform to be used for all platforms across all brands hence being able to share the information across every brand and this enabled them to share the real time information across every guest touch point(John et al 1996). There were various departments in this company to be able to cater for all the services more efficiently since they had been broken down to –the hotel front office, reservations, the HHonours Service Centre, Accommodation which were all launched in the company’s brand s web site. This enabled the company to take better care of the guests while keeping their private information at bay. There were several efforts and strategies that were formulated in order to make the company’s management skills to improve so that they increased the rate of return customers at all he levels of interaction through the guests’ recognition and improved loyalty scores across all brands. Hilton’s system The Hotel has a functional type of structure where the different departments perform different functions but they are specific and they are only designed for that department. The departments include the Food and Beverage department, Accommodation department, the Marketing and Sales department, and the Human resource and the Accounting department. Organizing is very vital in all these departments as they are all related to enhance the proper functioning of the Company. Organizing is the way of putting up a structure and physical resources so as to accomplish the organizational objectives of the company (frank 1992). This process involved the division of responsibilities among the departments in the company and also determining the total number of jobs that will be within the departments and also delegate the individual who will have the power to inspect the duties and the overall performance of the employees. The rooms’ division Department which is also known as the lodging department is one that is considered to be very vital and its general organization and management determines the success or failure of the whole business. The room department is seen to be the one that has been earning most of the hotels their revenue according to a survey that was conducted by the US government. The room Department is also known as the front desk Department has five major departments and is a limited-service facility which includes offering services such as the reservation of rooms by the guests, the front office, housekeeping, telephone department as well as telephone services. The main responsibility of the room departments is broken down a follows: The front office deals with selling the guest rooms, registering the guests who come in they also design the guestrooms, they are also involved in conducting the guest services as well as providing all the necessary information to the guests. The front office department should be able to formulate the accurate room statistics and give the room keys to the guests. Any payments made by the guests should be recorded in the statements and these should be filed properly in the front office in case they will be referred to when making complete proper financial settlements. In services to deal with reservations, the department receives and processes any reservation requests that are requested to be used for future overnight accommodations. Since there are new technologies that have been employed in the sector, the reservation department can efficiently be able to access the number and the type of rooms that are available or are unoccupied, the ratings of various rooms, the differing luxuries that are found in the rooms as well as the various facilities existing in the hotel so that they can avail this information to the guests. A lot of co-ordination is required to exist between this department and the sales and marketing division so that reservations for large groups can be made easier and reduce the inconveniences The other small department is the housekeeping department that is involved with inspecting the rooms to make sure that they are in their correct order just before they are made available to the customers. The rooms should also be kept very clean after use by the workers in this department. All the laundry processes are followed when cleaning the properties used by the guests in the rooms which include the bed sheets the towels as well as the guests clothing for those who are spending more than one night. The front office also enquires from the housekeepers the nature of the rooms before they assign them to the guests (Frank 1992). The other larger department that has more workers is the uniformed service which includes those who transport the guest’s baggage to avoid traffic confusion in the hotel entrance or even cases of the guests not receiving their right baggage. The other group is for those who monitor the parking lot and ensures that the guests’ automobiles are in good hands. There are also personnel’s who are appointed to assist the guests who need orientation around the Hilton Hotel especially if it is their first time (John M. I, Peter L et al 1996). The last department is the telephone sector which deals with answering the calls that come through and direct them to the appropriate extensions according to the need of the person in the other end. They also set up the waked up calls for the guests who are booked in the hotel. In case there is an emergency that occurs in the hotel, this is the department that will make all the necessary call that will bring the necessary people to deliver the help to the company. To be able to perform all these duties effectively the rooms department is further divide into smaller subunits. Structure of the Hilton Hotel. The managers of this department are faced with the greatest challenge of developing the comprehensive organizational structure because they are committed to delivering the best quality. The duties that are in the organizational are always directed towards achieving the set objectives. The structure of the lodging business does not change so that it can remain consistent with its strategies. The managers ensure that they give structure to the lodging department by specializing in the departments as well as establishing a pattern of authority that will control its operation. Once the managers delegate the duties to their employees they also ensure that there are individuals who are given the power to pass on the commands which runs from up to the bottom of the organization. There are various relationships that are seen in the chain of command from the highest position to the lowest one. The commands have very clear specifications to show a clear reporting relationship for each of the individuals in the organizations. The order of command should be follow from both downward and upward trend so that all the employees’ even if they are new in the department they will know who they should report to in line of duty. Authority can also be spread out in the organization and at the same time it can also be centralized where a member cannot make a major decision concerning the organization without consulting managers. The diagram below shows the flow chart that the managers of the company have t use to ensure that the service that is subjected to the customer is only best quality.(Frank 1992) The Hilton Lodging department has a management that is very centralized since it is rooted to being a small-owner operated lodging. The company has started to empower he employees and their respective supervisors to ensure that they make decisions that are helpful to the company (Raymond 1987). These decisions are independent and the employees can account for their decisions later when holding their meetings. One such example is the decision from a front office attendant that the stay of the guest has been quite unsatisfactory in the sense that they did not receive all the services they had earlier paid for, and then he or she has the power to reduce the bill accordingly without consulting the manager. Hilton Employment Opportunities There are various job specifications in the lodging industry considering the fact that there are five departments that also require people to work in them. Hilton is one hotel where the owner is responsible for checking in the guests and ensuring that they are serviced appropriately. They housekeepers should take care of their rooms as well as other employees who will work to the satisfaction of the guests. Due to increased work load then several employees should be recruit at specific times and a particular method should be used to determine if they are eligible to carry out the job appropriately and in a specialized way. The Hilton Hotel Integration (HHI) organizes with the human resource manager about the criteria to be used in the recruitment process. The department is also concerned with the training of the new employees. The director of human resource department is in charge of the recruits, interviews and also screens prospective employees. The effectiveness of the human resource department always affects the growth of the company. The top manager together with the stockholders and the executive board is the one who is accountable to the owners of the financial resources that are used in the organization. Conclusion The overall organization and management of the accommodation department is important and it affects the operation of the whole Company. Since Hilton Hotel is a well known company that offers excellent services. The owners of the Company established a clear and well organized team that relates well with the guests making them see the worth of coming back to the hotel. References John M. I, Peter L., Steven J. B., (1996) Management: Quality and Competitiveness, Boston: USA Raymond J. A, Timothy M., (1987) Management, Cincinnati: Southwestern,. Frank S, Charles C., (1992) “Employee Self-Management without Formally Designated Teams: An Alternative Road to Empowerment, “Organizational Dynamics London: 48–61. 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