Hilton Hotels Challenges Faced

Hilton Hotels Challenges FacedHilton Hotel, breeding hotel facilitates a in truth nursing homely atmosphere which invites people to live in their own houses. It is expert four minutes away from class periods historical city centre, The Thames River and the renowned shop centre. This hotel is located on the Kennet Island Development and has walking distance to Madejski Stadium. This hotel is close to the Reading strike station. And it hardly pursues twenty-five minutes to reach Heathrow airport. This is truly(prenominal)(prenominal) at rest for the customers.Hilton Hotel Reading runs spacious, air-conditi hotshotd rooms which view fully grown units. This hotel is decorated and attracts outsized number of the tourist. It also provides wired and wireless internet access for their customers. They exhaust the latest audio-visual technology. A large customer helping desk and gentle Hilton beds. dinner in a fabulous Larder Restaurant, which provides a mixture of home(pren ominal) and inter-continental dishes which persuades both modern and traditional dishes and finishing the delicious meal with a cocktail in the tranquil bar K.T atomic number 53 . There is a flattering 24 living vigorous health club characterising Living well by precor gym equipment, swimming pool indoor as well as out door, sauna and a dance studio for various fitness classes. Customers can celebrate or subscribe business occasions at the Hilton Reading Hotel which has eight large meeting rooms and a large ballroom which can cater up to four hundred guests. writings reviewHilton hotel Reading is just few minutes away from Reading station and twenty five minutes away from the Heathrow Airport. www.hilton.co.uk/reading. Hilton hotel is a service manufacturing and in the service.In a service industry customers atomic number 18 of great importance. Without the customers the organisations dont relieve oneself. Online banking has become a very burning(prenominal) technological victimisation not unaccompanied for business but also for general public. forage and drinkings of Hilton Hotel is branded and of very honorable quality. They higher people who perfectionists in their jobs. Their stock(a) is highly maintained. hardly as it is state nobody is perfect. There atomic number 18 close to problems faced by the food and beverages of Hilton hotel Reading. There argon some customer cover outts for the food and beverages provide of Hilton hotel, reading. Hilton Hotel Reading has an emerging problem and maladys.The compulsory impact of the complaints on the roundThe facultys try their tendency best to provide best services to customers but due to some mistakes committed by them, customers complaint. Customers lose full rights to complaint as they ar paying for their amaze and the facilities. If they be not pleasant about spending their money at severe place they piddle to give feedbacks. The feedbacks of the customers help to analyse the staff performance. The complaints of customers helps the hotel to understand that what went wrong and what can be done so that these complaints are not repeated.Nita Umashankar, Raji Srinivasan, and Dustin Hindman Journal of returns Research, May 2011 vol. 14, 2 pp. 164-179. First make on March 7, 2011Hilton hotel take keen wager in resolution the problems of the customers. Customer satisfaction is the basic objective. Hilton Takes the complaints incontrovertiblely and puts in their best so that the mistakes are not repeated again. As per the interview of a motorcoach, who said that if they wont have complaints how they will proceed? And criticism is very important because they unceasingly cannot be perfect. Without having complaints they cannot know about the problems in the staff. They cannot maintain their standard. As per the information the staff has continuously been trained if thither are complaints from the customers. http//www.tripadvisor.co.uk/hiltonwww.hilton.com foreign Journal of Hospitality Management, Volume 25, Issue 1, March 2006, Pages 69-90Osman M. KaratepeNegative impacts of the complainStaff of Hilton Hotel reading is highly competent. They pay keen attention to state of wards firm their customers. When thither are complaints about their services in food and beverage they feel very bad and innocent their self-confidence. They repair demotivated. They are triskaidekaphobic to face their managers. In this veneration they perform even more sternly and some eons even leave the job out of frustration. There is banding of pressure on them so that they provide favorable services to the customer in this pressure they make even more mistakes. The staff members are scared of getting fired from their work. They loose their attention and some judgment of convictions with this fear even of loosing their job they get stressed. Due to stress they have tensions which twist to illness and low performance at work, absenteeism, less quit ingicipation at work.emailprotectedDifference between Complaints and RequestsRequests Request is when the customer politely fellowships for a service. For which he/she has paid.Complaints Even after requesting a service for which the customer has already paid, doesnt get a good response thusly there is a complaint of dissatisfaction. The disappointment to the customer lead them to complaint.What measures have to be interpreted by the manager to solve the problemThe staff members get demoralized when they ensure about the complaints from their manager. It is very inappropriate to disclose the facts in move of the staff. As per the Manager of Hilton Hotel, Reading the staff has to be tackled carefully because they are the jewels of the comp any. They cannot be thrown away by the hotel. Instead of that the term diplomacy is brought into recital with the help of which the food staff and beverages staff can be handled. Recruiting is not easy they value their staff and will put full efforts to train them as per the customer requirements.How can you motivate your employees in a Service industry?To support your employee he/she have to be given a pay-raise. He must feel vital. Manager should make him understand his implication in the company. In a hotel fabrication which is a service industry customers are very significant. They recruit the best people to hand calendar method customers. A practical theory of motivation applied to the hotelsHaving meeting, seminars, incentives, motivational trips, get-together planners , organising events. Employees should be given homework, education apparatus, minimalism of task and both inherited cerebral and substantial competence.Give me bountiful medals and Ill win any warNapoleon Bona plowshareeDarren Lee-Ross (Lecturer in tourism and hospitality caution southeasterly Cross University)Levels of employee motivationPath of an member of staff actions It relates to those behaviours which the indivi three-fold chooses to d ressThe level of endeavour How firm the individual is anxious to workThe level of determination It refers to the individuals readiness to go with the behaviour in spite of barriers motive theoriesMaslows theorySelf Actualisation achieving the basic goal of a persons life. watch The self confidence of the person. Of motivation applied to the hotelsBe grandingness/ passion Attainment of fare from takeoff rockets, familySafety the security of life. Security of employmentPhysiological inevitably Food, tog and shelter.Theory X and Theory Y Douglas McGregorTheory X tally to theory X, the employees are satisfied with whatever they have. They dont bid to contribute in meetings. The only work for what they are paid and have no interest after their working hours are over. They dont participate in the business meetings. They go after the boss, if the boss says stand the employees stand if they say sit then they sit. This is a traditional theory. Obey the boss and never speak anything i n front of him. Boss is always right. So the employees never bothered to interfere in companies matter they were pleased with whatever they get. Employees depend upon the boss to take decisions. And follow the instructions given by them. The boss is very dominating in theory X. And the employee has to follow his instruction or else he/she will be removed from job. So the employees are passive without any interest and merriment to work.Theory YAccording to theory Y, the employees are not satisfied they crave for more and more. They love to participate in the meetings. The employees are very innovative. They come up with new ideas and share it with the bill level oversight for the progress of the company. They work than hours, they have hunger of success. The employees are very enthusiastic and are always willing to help and participate. Employees love to take responsibilities, they like when the manager shows trust in them. This modern theory where an employee can speak in front o f the high authorities. He can share his views dissimilar theory Y. The boss doesnt dominate the employees he lets them free and guides them for the responsibility turn over over to them. Such employees are bothered about the companies well being. They love to serve for the company. They have great chances of getting promoted because they are very supple and are very loyal with the business or the company. They are always appreciated by their managers and promoted.Taylors theory of scientific managementFrederick Winslow Taylor (1856 1917) motivating the employee change magnitude the remuneration of the employee. Workers or employees dont like working so the managers have to have supervision and split their work. They should be trained properly and should have good environment for working. If the pay scale is increased workers work with enthusiasm.MayosElton Mayo (1880 1949) believed that employees are not only concerned about money but about social involve. He considered that workers having feelings and like to be noticed.Mayo concluded that part communication between the employees and employers.Involvement of the employees in reservation decision working(a) in themes.http//tutor2u.net/business/gcse/people_motivation_theories.htmImportance of motivation to an employeeService industry recruits pendant people. The key of an organisations success is its employees. If the employees are motivated they work with enthusiasm and that is good for the companys social welfare. So it is very important to motivate employees. If the employees are satisfied, customers will be satisfied. If the customers are satisfied company is satisfied.Management style being followed at Hilton GroupHilton Hotel is a part of a very big pot of Hilton group. It follows civilization of a Multi National Company. The Staffs at the hotel are well qualified and highly associationd employees and from this time forth, the management style being take by the managers in the hotel is Lais sez-Faire. The manager delegates the work to the staff and he sets the time and responsibility of completing the task success on the employees. The manager keeps on supervise and advising the staff whenever it is required but he himself does not take the decision. This method motivates the employee. The workers here are dedicated towards their work as they take note an surroundings where they see their individual and specialized enlargement. The staff here gets more of job and proficient contentment as he not only learns by taking the accountability but has also being compensated when he completes the task on time.Management Structure theoriesThe management social system of an organisation can assist or put obstruction in the advancement towards achieving the long term objective. The organisations can attain their business aim by examining their needs and then corresponding them with the suitable management grammatical construction. The management structure plays a major role i n fascinating the staffs and maintains long term growth. It also helps in getting better the decision do performance. The three main typecasts of management structure are Matrix, Functional and divisional Structure, (Small Business, 2011).Functional Structure This structure is generally formed by considering the innovation of each part of organisation and then groups them accordingly. In this type of structure, for example, there could be a marketing department, a food and services department, home services, Security, etc. This structure is good when the organisation is smaller in size, as the department will be able to rely on the experience and knowledge of its staff and will be able to support itself. alone, the injustice of functional management structure is that, the harmonization and communiqu between different member can become difficult and thus leading to miscommunication or anaesthetise when more than one department is involved in completing the task, (Small Busines s, 2011-04-29).divisional StructureGenerally, the organisations which are overweight in size and operate at different locations or they have separate organisations but beneath one umbrella group to handle various market areas, use this type of management structure. In case of warmth industry, like we have taken Hilton Hotel, which has a variety of twigs at diverse location, they cant rely on central office for every decision. In this case, each hotel follows their own strategies, as each of them may be administrating in different business marketplace and may be facing different confront. The prevalent advantage of this sight is that, the decisions are made quickly and are more minute towards the needs of that particular hotel. But, the difficulty is the statement is self-conscious as the employees of different divisions are not working together, (Small Business, 2011).Matrix Structure This type of management structure is a mix of both functional and divisional structure. This is generally apply in multinational companies or organisations which has presence in various part of globe. This structure allows the advantages of functional as well as divisional structure. But the biggest drawback here is that, it creates power struggle as most of the areas of organisation has dual management. The functional manager and the divisional manager at a time holding same area thus causing confusion and tensions at times, (Small Business, 2011).Management Structure in Hilton Reading HotelHilton Hotel, Reading is a part of Hilton HOTELS group which has process in around 90 nation. Being part of overmuch(prenominal) a big corporation, it was classically not possible for the top executives to design a functional or matrix management structure. Henceforth, they chose the divisional management structure to give liberty to each of the hotels in shove at different geological locations and also to make decision making procedure easier. The Hilton Hotel thus follows divisional management structure where each hotel is responsible for its business. This has given more sovereignty to the managers in taking the decisions based on the ground and day today state of affairs. This has also kept the staff and the mangers at the hotel level more work acquaint you with and stimulated towards the task.globalization and its effects on Hospitality IndustryGlobalization leads to more in return supporting world financial system and thus it becomes a major driving factor in the hospitality and tourism industry. The people of one nation itinerant to other parts of the world and vice versa have given a chance for the hotel industry to tap this occasion. Cultural miscellanea is one of the belongings of the globalization. And bearing in mind various chances which have come due to globalization, management has become aware of this occurrence mend deciding the intended plans for their corporation. Its the effect of globalization only, that you can get any continental food in any benchmark hotel. Its easier to find diverse varieties of foods while visiting a hotel these days than it was few years ago. instanter the industry has adopted itself and has developed its business as well which not only comprise the forces and products but the organisation as a whole, which promote consists of management and the labour force.Benefits to Hotel IndustryGlobalization has benefitted the hotel industry. The customers are from different countries glide path and living in Hilton. Globalization has developed relationships with the customers globally.MethodologyIn order to obtain sufficient amount of information about Hilton Reading hospitality and service industry number of methods have to be followed. There are two methods which relate to the research methodology which are as follows- basal search The primary research consists of personal interviews and questionnaires. There was a questionnaire conducted and the detailed information of the interview is as follows Male customers 56% and female customers 44%Ages of the customers was from20-25 years of age 10%25-40 years of age 60%40 and above years of age 30% and the rest age group people are not extraverts.Businessman 60% , Retired 20% , schoolmaster 20%Have you ever been to Hilton Reading? Yes____ No____How was your experience? Good____ Bad____ Dont know____If your experience was good then please give the reason to it.If your experience was bad then please give a reason to itWill ever go back to Hilton for a stay? Yes____ No____If yes please give the reason for the stay..If no please give the reason for not staying..Will you recommend your friend to Hilton Reading? Yes____No____How many stars will give to the staff of Reading Hilton? ___%Do you have any complaints about the hotel? yes___ No____If you have any complaints please overgorge in the complaintsHow was the food of Hilton Reading? Good____ Bad____ Dont know___How well maintained is the Hilton Building is? Good____ Bad___ Dont know_ ___How often will you grade for cleanliness? Good____ Bad ____ Dont know___Did you feel like home? Yes___ No___How genial where the beds? Good___ Bad___ Dont know____How was the staff behaviour at Hilton Reading? Good ___Bad ___ Dont know__Did you find the staff friendly? Yes___ no ___2) Secondary searchThe secondary research was conducted as to support the primary research. The research or investigation also depends on resources which were drawn from published materials such as prior studies, e-journals, bank reports and websites. clock Table of workDurationSteps taken calendar week 1Reading the topic and understanding what is necessary.Week 2-3Choosing the topic and sending the marriage proposalWeek 4-5Aim of the study and objectives of the companyWeek 6 writings review, methodology data collectionWeek 7Analysing the data collected.Week 8Rough draft of assignment and corrections made by the lecturer.Week 9Correcting mistakes and Final submission.ConclusionThe complaints of the customers have both prohibit effects and positive effects on the employees or staff members. The positive effects to company is they will be able to correct their mistakes. But it is not good to have customer complaints it ruin the brand persona of the company. People think ten times before going to the hotel. If there are complaints the hotel industry has to pay attention and give proper serve to their complaints. They should be instant. Hilton hotel has to maintain its standard by reducing the complaints. Due to complaints hotel loose their loyalty with the customers. In order for customers to be loyal they have to understate their complaints. When a customer files a complaint the employers have to be very careful about discussing it with the staff. This can demoralize the staff. Managers/ employers have to be very careful in dealing with employees. He should motivate them to do better. He should find out why the employee made a mistake and such a mistake that the customer had to complaint about it. Food and beverages have to be of high standard. If any mistakes in these areas the customers can sue the company. The end is about handling the positive and negative aspects of complaints on the employees. It is very much known to the employer and if the problem of de-motivation arises the employees loose their self confidence and keep restate their mistakes. And sometimes they even leave the job. This can cost a tidy sum to the company if their entire employee keeps leaving the job. The manager has to be polite enough and not aggressive. He should train the employees again and start give awards to the employees who work will. In Hilton Reading this procedure has been followed. As per the interview of an employee it was said that Hilton has always been good to their employees. They have been faithful and have always realised their importance. Recruiting and training is not an easy task. So the old employees already know the welfare and standard of the comp any Hilton doesnt want to loose their employees. So to conclude the manager should keep things calm and be tactful and make the employees work well under their focusing.RecommendationAfter study and investigate on the guidance and organization styles and its arrangement, following proposal has been not compulsoryThe Hotel management needs to be supportive towards the employees.The employees should be given a chance to move often with the management to reduce the miscommunication.The consumers should be given more educational varied surroundings, to make their stay more relaxing and give them comfortable feeling.