Employees are the lifeblood of any company. This is particularly true for service-based companies where employees are required to deal directly with customers on an everyday basis. Human resource management (HRM) is the process of recruiting, training, and retaining the correct number and specific type of employees a company needs. Effective HRM is challenging for any organization, but it presents a very difficult task for companies like international hotel giant Hilton which employs over 414,000 team members around the globe.
Review the Hilton Case in your textbook and/or video at the following link:
https://tinyurl.com/wfpk5xuv (opens in new window). Respond to the following questions in the discussion forum:
1. What is one of the best kept secrets about hospitality according to Gretchen Stroud? What is Operation Opportunity?
2. The Hilton uses technology to screen candidates, so how do they bring that same “light and warmth” to the candidate experience? What’s the major value of Hilton’s Virtual Instructor Led Training (VILT) program?
3. How does a cafeteria-style benefits program work? Do employees generally like this type of structure? Why or why not?
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Any company’s lifeblood is its employees. This is especially true in service-based businesses, where staff must contact directly with clients on a daily basis. Human resource management (HRM) is the process of a company’s hiring, training, and retaining the right number and type of personnel. Effective human resource management is difficult for any company, but it is especially difficult for corporations like Hilton, which employs over 414,000 people throughout the world.
Examine the Hilton Case in your textbook and/or watch the video at https://tinyurl.com/wfpk5xuv. (a new window will open) In the discussion forum, respond to the following questions:
1. According to Gretchen Stroud, what is one of the best-kept secrets of hospitality? What is the purpose of Operation Opportunity?
2. Because the Hilton uses technology to assess candidates, how does it ensure that the candidate experience is as “light and warm” as possible? What makes Hilton’s Virtual Instructor Led Training (VILT) program so valuable?
3. What is the operation of a cafeteria-style benefits program? Is this the type of structure that employees prefer? Why do you think that is?
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