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1、Corporate Culture of Hilton WorldwideAbstract: In this thesis the author studies and analyses the corporate culture of Hilton Worldwide, a worldwide-leading hotel in its field, and how the characteristic corporate culture has contributed greatly to the corporations success.Key words: corporate cultu
2、re, Hilton Worldwide, service industryHilton Worldwide is an American corporation specializing in hotel industry which occupies the dominant place in its field through out the world. It is the mother company of several hotel brands throughout the world. It consists of 2157 hotels with 345141 rooms a
3、nd has over 77,000 employees. Hilton Worldwide has the full right for the Hilton name. It was initiated as a small and most ordinary B&B(Bed and Breakfast, 家庭小旅馆) in 1907 by Conrad Hilton, who was only a 20-year-old young boy at that time. By now over 100 years have passed and this primary small hot
4、el has grow up into such a world-renowned corporation and its own characteristic corporate culture has been formed during its struggle on its way of development and success. Corporate culture is a broad term used to define the unique personality or character of a particular company or organization,
5、and includes such elements as core values（核心价值观） and beliefs, corporate ethics, and rules of behavior. It can be summarized as the firms organizational philosophy. It navigates the management and the future development of a company. Excellent corporate culture, as an important component of the core
6、competitiveness of an enterprise, is the motivating power that drives an enterprise ahead. Hilton Worldwide is a company specializes in hotel industry, and this industry belongs to the service industry in which the quality of the service acts as the decisive element of the prosperity of the company.
7、 Conrad Hilton has said: Id rather choose to stay in a hotel which only has rags on its bed but everybody in it is smiling at me than to stay in one where the guests are treated coldly. As a member of the service industry, Hilton and his company value this golden principle more than any other compan
8、ies in the same field. Here are the vision, mission and values of the Hilton Worldwide:Vision:To fill the earth with the light and warmth of hospitality.Mission:We will be the preeminent global hospitality company the first choice of guests, team members and owners alike.Values:HHOSPITALITY We are p
9、assionate about delivering exceptional guest experiences.IINTEGRITY We do the right thing, all the time.LLEADERSHIP We are leaders in our industry and in our communities.TTEAMWORK We are team players in everything we do.OOWNERSHIP We are the owners of our actions and decisions.NNOW We operate with a
10、 sense of urgency and discipline.There are two main points in Hilton Worldwides corporate culture, they are the smiling service and the home away from home service. First, the smiling service. Conrad Hilton, as the chief executive officer of Hilton Worldwide, keeps an amazing habit since the day the
11、 company was born. Every day he goes to at least one of his hotels personally to check the working state of his stuff. And every one he comes across is questioned: Have you smiled to your guests today? This act may be simple, but it reminds the stuff of the essence of their career, that is to serve
12、their guests whole-heartedly, with respect and warmth. In 1930, the USA was under the attack of the economic crisis when 80 percent of the hotels of the USA had gone bankruptcy. There were no exceptions in Hilton and his hotels also closed down one by one. The debts of Hiltons company had once incre
13、ased to as much as 500,000 US dollars which was a great amount of money at that time. Under this pessimistic circumstance Hilton called his stuff together to reveal this kind of warning: We are going through a hard time now and we must persevere until things get better. We should firmly believe that
14、 as soon as the crisis fades away, our company will surely come back to life. So I remind you again of the Etiquette of Hilton: Never put your sorrow on your face. No matter what difficulties we are dealing with, the smile of the Hilton stuff belongs to our guests forever. With this principle in the
15、ir mind, the Hilton and his company finally survived that period of dim time.Not only to the guests they are always smiling, the whole company is filled with a kind, democratic and relaxed atmosphere. Unlike most other companies in which the class of the stuff are very apparent, stuff of Hilton Worl
16、dwide, no matter an ordinary waitress or the chief executive officer, are free to call each others English name directly instead of addressing their titles. This releases the stuff from the press of their bosses and make them feel respected and valued in this company. Thus they could work in relaxed
17、 and happy spirit.Second, the home away from home service. The aim of hotels is to give their best service to make their guests as comfortable and satisfied as possible. Hotels of Hilton Worldwide tries to provide their guests a most convenient and complete living system. Therefore the Hilton hotels
18、 not only have the traditional guest rooms and dining rooms, but also the coffee room, the meeting room, the banquet hall, the swimming pool, the shopping centre, the banks, the florist, the couture, the post office, the airline agency, the travel agency and the taxi station. All these are built by
19、the Hilton Worldwide. It constructed a set of integrated living facilities for its guests and made their life there the most convenient.As we all know, as travellers we always feel lonely in a strange place and easily become homesick. The concept of Hilton Worldwide is to build another home for the
20、guests, and make the hotels as warm and lovely as their own homes. Of course every room of the Hilton hotels are furnished with every basic facilities you may have in your own house like TV and the air conditioner. But this important and initial concept exhibits more apparently in some details. As m
21、any star grade hotels do, Hiltons hotels also have the turndown service(开床服务), which means to make the bed and set the slippers for the guests. But the waitress of Hilton Worldwide will leave a note on the table. On the note it says: dear Mr. /Mrs/Miss *, it is my great honour to serve you today. *(
22、the waitresss name) At the bottom of the note, the signature is signed personally by the waitress. This may seems a simple and easy thing, but it give the guests a kind of homelike feeling about the hotel. It conveys the waiter or waitresses wishes of communicating sincerely with their guests. The H
23、ilton hotels pay much attention on the trivial matter but make big difference. Most of the hotels demand their waiters and waitresses wear certain uniforms when working. But things are different in the Homewood Suites by Hilton(a series of hotels of Hilton which are specially aimed at providing the
24、homelike services). Their waiters and waitresses can wear their favourite casual clothes when serving their guests. Uniforms are always stiff and cold, but casual clothes are more close to life.There is another example which shows the unique corporate culture, home away from home of Hilton Worldwide
25、. When the guests settle in Hilton hotels,their birthday will be specially concerned on the registration form they filled in. If it is the guests birthday, the head waiter will print and send invitations to every guests lived in the hotel to inform them of the exact time and room number of the going
26、-to-be birthday party specially for the one who is on his birthday. The birthday is held by the stuff of Hilton, which make the hotel more like a home full of warmth. All these examples and details shows that Hilton Worldwide is a hotel corporation which sticks to the customer service orientation(以客
27、户为导向) principle in their every day business. Conrad Hilton wrote a book named The Hotel Where Guests Feel at Home in his late years. In this book he recorded the experiences of his success accumulated in his career through out his whole life. This book has been regarded by his colleagues as the Bibl
28、e in the hotel industry and every one working in this field must have read it. This book helps them to learn what their guests needs and how to satisfy their guests to the most extent. Conclusion: Today Hilton Worldwide as the leading global hospitality company, just as its vision says, it seeks to
29、fill the earth with the light and warmth of hospitality. Smiling service and home away from home service are the real spirit of its serving concept, and this spirit helps make Hilton Worldwide the best choice for the travellers all around the world. References: 中外企业文化， 2007年第4期中外企业文化， 2008年第5期经济论坛， 2009年第7期中国食品， 2005年第14期 剑桥商务英语结课论文李翠斌6080310指导老师：李桂原2010-12-15