Hospitality Management - Essay Example

se international portfolio requires a dynamic leadership and operational team who are well-versed in contemporary theories of consumer behaviour and are able and willing to respond to the needs of fluctuating market preferences. With the aforementioned in mind, it would appear that Hilton Hotels must actively scrutinise the internal and external market environment, determine their internal capacity to fulfill these identified service requirements and deliver on the promise of providing excellence in all aspects of business; both domestic and foreign.

Being able to deliver on such promises requires a sophisticated team of service professionals, suggesting that Hilton brands must provide adequate training and development programmes geared toward service excellence and create quality systems to deliver these services and to respond to issues of service recovery to gain customer loyalty. Such systems require a flexible leadership team who remain focused on continuous improvements in the hotel industry. This project focuses on three specific elements which currently exist at Hilton Hotels, including their training and development systems, the inter-connected nature of staff behaviours and customer interaction as well as an analysis of the systems currently in place to manage issues of service failure and subsequent service recovery.

Brand and service differentiation are two primary strategic objectives of Hilton Hotels, which involves creating the perceptions of high-quality facilities uniquely tailoured to fit the needs of a diverse consumer market. Hilton maintains a wide variety of four-star accommodations across much of Europe and North America, as well as less-affluent facilities designed for the busy traveller or family-oriented tourist. As the majority of Hilton brands are full-service facilities, including restaurant, banquet and conference catering and regional tourism packages, this would suggest that Hilton employees are fully interactive in virtually all