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1、Hilton“Be My Guest”MGT 3372 Term Paper“Research of a hospitality company “Jinlin DaiDec. 7th, 2011Introduction Hilton Hotels Corporation (HHC) is one of the tycoons of cosmopolitan hospitality companies. The company operates more than 3,750 hotels in 84 countries around the world (DATAMONITOR: Hilto
2、n Worldwide. 2011). One of their mottos for employees is “We have no employee, just team members.” They treat employees as the team members. They give employees trust, respect and tolerance that make the company atmosphere full of harmony, creating a pleasant working environment, which makes the Hil
3、ton likely to win its two talismans-management team spirit and a smile. I am glad to work such a humanization company. The employees in here can experience the munificent treatment.This is a good stage to show the employees self-confident and professional knowledge. I can also get a better chance to
4、 improve myself and experience, so that I can serve the guests and company. In this article, I will introduce the Hilton particularly. Basically, it can be separated for the following parts, history about Hilton, business operations, job analysis, SWOT analysis, etc. About the Company Hilton Hotels
5、International (HI), headquartered in United Kingdom branches owned by Hilton group, with the US abroad worldwide Hilton right to use trademarks. Hilton International Hotel Group manages 403 hotels, including 261 Hilton Hotel, 142 for the mid-market Scandinavian hotel and Hilton hotel Management Comp
6、any and is headquartered in North America joint ventures, distribution in the 12 countries between 18 Conrad hotels. Its combination of global marketing alliance with Hilton hotel management companies, both over 2,700 hotels worldwide, with more than 500 hotels share the Hilton brand. Hilton Interna
7、tional hotel groups in the world in 80 countries with over 71,000 employees. 18 ultra-luxuries Conrad hotels wined the reward in the capitals and exotic resorts of Europe, the Americas, Asia-Pacific, Middle East, and Africa. Conrad through establishing and maintaining the highest level of service le
8、vels, in line with the famous Conrad service culture concept, create value for business and leisure travelers. Hotel guest rooms comfortable and elegant, noble and elegant restaurant, health club facilities, complete upscale meeting supporting facilities. From 2005 to 2007, Conrad also plans in the
9、United States, and Thailand, and Japan and the United Arab Emirates (Dubai) 5 additional hotels. All Conrad hotel guests can enjoy the famous Hilton global reservations center and its customer loyalty program Hilton HHonors (R) service. United States committed in the Hilton Hotel is managed by the H
10、ilton Hotels Corporation (HHC) owned and managed.History of Hilton1928-In Dallas, Abilene, and Waco, and Marlin Anji nuo and Lubbock, Plainview, and St has successively built hotel was named after his name-the Hilton Hotel.1946-First Hotel Company was listed on the New York Stock Exchange.1949-Hilto
11、n International, Hilton Hotels Corporation split, became a separate subsidiary.1954-Consummated largest real estate merger, Conrad Hilton purchased the Statler Hotels for $111 million.In 1967 and 1987 in 20 years, Hilton International was acquired three times. At last, the Hilton group was bought by
12、 formerly known as Ladbroke group. In 1971, the Las Vegas Hilton Hotel Hilton purchase, become the first into the gaming industry of the hotel company. In 1973, all the Hilton Hotels use CRS system, this is the customer service made a breakthrough. In 1995, the Hilton Hotel company cooperated with t
13、he US transportation companies, and become the first issue of the free hotel credit card joint company. (Hilton. 1996)Business operations One size is hard for everyone. Hilton in to the customer did meticulous based on the classification; use all sorts of different hotels offer different grades of s
14、ervice to meet different customer needs, the main points of the Hilton Hotel group the following seven categories:(1) The airport hotel: since the 1959 San Francisco airport hotel Hilton since its establishment, the company has established the main airport in the United States over 40 airport hotel,
15、 they generally located away from the airport runway in only a few minutes drive place.(2) Business hotel, located in the ideal location, with high quality service and AD hoc entertainment project business hotel is under the Hiltons main products.(3) The meeting hotel: the Hilton Hotel including mee
16、ting 60 hotel, 30680 guest rooms, undertaking various specifications of the meeting, the meeting and exhibition, BBS, etc.(4) Full set of hotels: suitable for guests stay type, each suite had two rooms, and a big screen TV, radio, microwave oven, refrigerator and so on. A living room sofa bed, the b
17、edroom with capacious toilet, every morning for breakfast, evening supply drinks, and for business guests provide free business center. Full set of a suites hotel between two rooms, however it charges equivalent to a room price.(5) Resort hotel: when a personal choice the Hilton resort hotel at the
18、same time, he also choose a convenient and rapid reservation, top accommodation, excellent conference facilities and has the flavor characteristics at that time the food and drink. People here to relax, recreation, adjustment, at the same time also can enjoy all kinds of entertainment facilities her
19、e. Business and conference services may also be satisfied.(6) The Hilton holiday club: for the member offers a variety of facilities and services. (7) The Hilton Garden hotel (the Hilton Garden Inn): the Hilton Garden hotel including 38 hotels, 5270 guest rooms is in last few years the Hilton Compan
20、y to push project. In 1998, the opening new 8 home Hilton garden hotel. Hes target market is a recent rise of the middle class of tourists; market position is the four star hotel, Samsung price. The Hilton garden hotel price moderate beautiful environment is deep family travel or business guests sta
21、y the like. In the product development, the Hilton takes many close to the guests strategy to target market for maximum convenience. Tourists have left for the various not used to and not convenient, the Hilton Hotel especially introduced a TLC room (i.e. tourism life center). Its purpose is to narr
22、ow the visitors as much as possible of the hotels and the difference between living in the house to ensure guest to have enough sleep, healthy tourism way of life, and to help reduce the guest when you travel feel pressure. One of the SLEEP-TIGHT guest rooms is Hilton Hotel Company and the national
23、SLEEP foundation (NSF) cooperation roll out. In 1994 they began with a survey about SLEEP and tourists, and in October 1996 launched between 25 SLEEP-TIGHT guest rooms. Hilton Hotels offer a lot of attractive packages for their guests. For example, you can get the benefits of the Chickago sightseein
24、g package at $250 and above, shopping and lodging at New York at $300 and above, and San Francisco Blooming dales package from $350 and above. Or, packages such as, the Platinum 3-day package to Grandpix at Silverstone at $1,000, and a few other free offers like the British Grand Prix Pristop Party
25、in London, would provide you with the opportunity to be a member of the Grand Prix excitements. Hilton worldwide effectively carries out sales promotion, for its business performance improvement play a very significant role. The following the mainly introduces a few. Hilton Hhonors sales promotion a
26、ctivities: This is the Hilton group in the global scope widely according to a customers large promotion project. In the sales promotion activity in the Hilton Hotel check-in, according to the length of stay, customers can obtain the corresponding points, the score can be, and the cumulative score wh
27、en toward a certain number, Hilton group will give customers all kinds of rewards, customers through the sign up for this activity, can get a lot of benefits. The promotion features shows following: (1) Range: Hilton group, all the hotel, including international Hilton its each hotel; (2) Activity s
28、tandardization: the activity by the government recognised, legal, rules and detailed, the article that as many as 115 terms; (3) Set up the customer service center: specifically for the customer to provide consultation Hhonors and similar related services, the convenience of our customers. (4) All k
29、inds of preferential project is various, customers can benefit and convenient. If the Hhonors of member can have private reserve telephone number, in the hotel have special registry, a late check-out, the hotel offers a stay free newspaper, the spouse with guest room can be exempted in the room char
30、ge. (Hilton Worldwide. Com)(5) With Hilton group launched other customer favorable activity can mutual benefit and reciprocity. For example, the member check-in Hilton, Flamingo, Bally and Hilton international hotel can enjoy the accumulation program points; can be converted into free room, free tic
31、ket, holiday and some parts of the casino chips. (Hilton Worldwide. Com)Human resource management strategy As the entry-level manager, I should have these basic skills, Decision Making, Delegating, Planning, Problem Solving, and Meeting Management. Mr. Hiltons standards in work always to interrogate
32、, makes the hotel all staffs service to ask themselves: my post in where? The task is? I work every day? How much is my work and service quality standard? What? Hilton standard of work is today each of the hotel service standards, including the service quality and quantity of the two aspects of the
33、standard. One is in the number of service quality standards, Mr. Hilton regulation, with is room attendant per person a day job is responsible for finishing cleaning the 16 rooms, and to reach and conform to the Hilton Hotel rooms health standard. That is, every time desk checkout, this room in 25 m
34、inutes and new rent, if not on time after finishing, will trace the adjacent class and the responsibility of the housekeeping. Hilton also stressed that the meal service must have certain quality standard, each restaurant staff every day will receive many guests service, there are clear rules. Hilto
35、n Hotel Company executes a set of strict chain management review plan; do not conform to the Hilton Hotel management standard hotel eliminated out, so as to ensure the Hilton brand consistently at a high level. Hilton Worldwide offers several of global opportunities within Hiltons portfolio of world
36、 renowned brands. With more than 3,200 hotels in 77 countries, the Team Members are committed to delivering our brand promises to our customers. At Hilton, Ill discover hospitality jobs whether I am a first time applicant or a career professional. The Hiltons portfolio consists of well-known brands
37、representing market leadership in their respective segments of the industry, whether its luxury or lifestyle brands to mid prices, extended stay or vacation ownership, Hilton has something for everyone. “The company owns, manages and franchises hotel brands including The Waldorf Astoria Hotels and R
38、esorts, Conrad Hotels and Resorts, Hilton, Doubletree, Embassy, Hilton Garden Inn, Hampton, Homewood Suites, Home2Suites by Hilton, and Hilton Grand Vacations.” (Hilton Worldwide. Com) “Hilton Grand Vacations: Engage. Grow. Innovate. Excel.” (Hilton Worldwide. Com) Theres never been a better time to
39、 be a part of our team! If youre looking for challenging and engaging work, professional growth and development, the chance to contribute ideas and the opportunity to excel. Hilton Grand Vacations is the place for the employees. Here, Ill have the unique opportunity to positively impact the lives of
40、 others as part of a global team committed to creating grand vacation experiences. The unique talent and contributions of every Team Member add to our diversity, and ultimately to our success. Enjoy all the aspects of a rewarding career, work/life balance, great benefits, and growth potential. Creat
41、e the Grand Experience for myself, become a part of the Hilton Grand Vacations team. (Hilton Worldwide. Com) Hilton Grand Vacations Company, LLC is a division of Hilton Worldwide, recognized as the leading global hospitality company. Headquartered in Orlando, Florida, Hilton Grand Vacations develops
42、 markets and operates a system of brand-name, high-quality vacation ownership resorts in some of the worlds most exciting destinations. The company also manages and operates two innovative club membership programs, Hilton Grand Vacations Club (HGVClub), and The Hilton Club providing exclusive exchan
43、ge, leisure travel, and reservation services for more than 122,000 Club Members. Hilton employs more than 4,000 Team Members throughout Hiltons corporate and regional offices, and 30 spectacular resort properties. (Hilton Worldwide. Com) Competitive advantages SWOT analysis (DATAMONITOR: Hilton Worl
44、dwide. 2011)Strengths:a. Strong brand image ensures steadyb. Revenue growthc. Wide range of hotel servicesd. Debt restructuring improves liquidity positionWeaknesses:a. Exposure to the premium market increaseb. The operating cost of the companyOpportunities:a. Strong growth in the hotel and motelb.
45、industry in emerging marketsc. Strategic agreement with AT&T to enhance d. the companys online service offerings e. Launch of iPhone and iTouch applicationsThreats:a. Intense competition may lead to pricing pressuresb. Sluggish global economic recoveryc. Terrorist attacks and natural calamitiesSumma
46、ryAccording to the analysis above, we can better know the Hilton Company. No matter what kind of promotion or package are used. All these tactics just for one purpose, that is make the Hilton to be stronger and better. Reference 1. DATAMONITOR: Hilton Worldwide. (2011). Hilton Hotels Corporation SWO
47、T Analysis, 1-9. 2. Balmer, J. T., & Thomson, I. (2009). The shared management and ownership of corporate brands: the case of Hilton. Journal of General Management, 34(4), 15-37. 3. Hilton. (1996). Hotel & Motel Management, 211(14), 50. 4. Nozar, R. A. (2001). Hilton strengthens its international ti
48、es. Hotel & Motel Management, 216(4), 13.5. Flynn, & Flynn, M. J. (1999). The show must go on. Hotel & Motel Management, 214(19), 84.6. Hilton Worldwide, Inc. (http:/ Management Library, Copyright Authenticity Consulting, LLC ; All rights reserved (http:/managementhelp.org/)8. Hilton Worldwide. com (http:/