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Essay / Research Paper Abstract
This 3 page paper looks at the way that Hilton have developed and implemented a HR strategy in order to provide high levels of customer services with employees that are an active part of the Hilton culture with the Equilibrium strategy and the use of the Espirit reward program.
Page Count:
3 pages (~225 words per page)
File: TS14_TEhiltonserv.rtf
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Unformatted sample text from the term paper:
levels, especially in service industries where employees are at the front line and companies want to engender loyalty to gain repeat business. When Hilton acquires Stakis there was a
period of integration, this also afforded the company the opportunity to review the service levers and the way in which staff were trained and rewarded. These two hotel chains had
different cultures. Hilton was more professional and Stakis more innovative with any problems overcome with high service levels an success is creating loyalty. The resulting Stilton as it was nicknamed
for a while had to integrate the two companies and create a new culture, A great deal of research into corporate culture indicates that when there is a merger it
is a new if hybrid culture that needs to emerge, imposing one corporate culture on the acquisition or merger target will not usually be successful. Hilton realised that the
key in providing service rested with the employees, they were in a poison to make a different and with the Equilibrium there was the aim of balancing service quality. The
development if standards which placed the role of the employee in the paramount position were backed up with a range of measures for tangible and intangible aspects of the service.
Staff were encouraged to be innovative, however there was also a level of decentralisation due to the company structure. Managers form each of the region, which had independent operations, where
invited to the launch and the then implement Equilibrium in their areas. It is also expected that where there are different cultures around the world the standards may be adapted
to meet local cultural needs as well as the Hilton service standards in the way the service is provided. Examples of innovations include the provision of bowls and biscuits for
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