Hilton and Marriott Hotels - Hilton Treats Employees Case Study - Management Assignment Help

Assignment Task

Scenario

This part of the assignment gives you the opportunity show your ability to analyse and evaluate factors that influence Hilton’s organisational behaviour. You will use the case study provided and additional resources collated through your own research. 

CASE STUDY: Extract from “Hospitality for All”

How Hilton treats employees at all levels like guests and how that “For All” culture drives its success 
In today’s economy, an organization’s brand and customer loyalty rest in the hands of its employees more than ever. Building an experience where all employees thrive, regardless of role or background, is key to business success. Many organizations, however, struggle to create a workplace culture which is equally great for front-line, hourly staff as it is for executives. With 380,000 team members worldwide, Hilton stands out for a consistently positive experience for its team members—no matter their job role. Through an inclusive purpose embraced by company executives, innovative programs, and effective leadership at every level of the organization, Hilton has achieved a Great Place to Work For All. In turn, that For All culture is helping to fuel its business success.
What do your customers see when they talk to your employees? How do those frontline employees—whether they’re retail clerks, call centre agents, nurses or front desk staff—affect your brand? Do they build it up—or do they break it? 
If you’re like most organizations, you’ve spent significant time, effort and capital trying to improve your brand. And yet, return on brand investments are mixed. Pricy efforts to reposition corporate identities, rename products and recapture customers’ imaginations often fail to improve brand reputation, or reach financial objectives. 
One company, however, has managed to accomplish these goals. A key secret of their success is their outstanding commitment over the past decade to treat team members—in every role, from the C-Suite to mid-level managers to frontline cooks, concierges and housekeepers—as well as they treat the guests who stay at their properties. That company is hotel giant Hilton. 
Through an inclusive purpose embraced by company executives, innovative programs, and effective leadership at all levels of the organization, Hilton has achieved a consistently positive experience for its 380,000 team members worldwide. Call it Hospitality For All.
And thanks to that widely shared, welcoming culture—what we call a Great Place to Work For All—Hilton is maximizing the human potential of its people. With all team members bringing the best of themselves to work, Hilton’s performance is on the rise in the form of industry-leading service levels, increasing profitability and strong stock market performance.
Hilton’s For All culture has lessons that reach well beyond the hotel industry. In today’s economy—defined by speed, social technologies and customers who attach themselves to brands that reflect their values —organizations of every stripe must treat all employees as well as they treat customers.
Every Employee Counts
Many organizations struggle to create a workplace culture that is as great for frontline staff as it is for executives (In hospitality, the interaction between frontline staff and customers is absolutely critical to the customer experience. To be successful, all employees need to feel engaged to deliver their best.
Activity 1:

1. Analyse how Hilton’s culture, politics and power influence individual and team behaviour and performance. Further provide a critical analysis of these influences.
2. Evaluate how content theories such as Maslow or Herzberg and process theories such as Vroom :and motivational techniques of  Behavioural psychology such as  emotional intelligence and the soft skills for managers   enable effective achievement of goals at Hilton Hotels
3. Further critically evaluate how to influence the behaviour of others through the effective application of the above behavioural motivational theories, concepts and models.
4. To complete your portfolio, critically evaluate the relationship between culture, politics, power and motivation that enables teams and organisations to succeed providing justified recommendations.
Activity 2a : 
1) You are a Trainee Events Coordinator and the Hotel Manager has approached you to give advice to a well-known organisation(choose your organisation)to  set-up a layout for a small seminar and a welcome desk. 

• Select a Theme  for the seminar of your chosen organisation,
• Advise the manager where to place the welcome desk .
• Organise how the delegates will be received and be given them their visitors’ cards, brochures etc.
• How would you help coordinate the team to enable smooth management and to ease the pressure of the flow of delegates.

Write a reflection based on your imaginary experience   ensuring you provide the following information:
2) Explain what makes an effective team as opposed to an ineffective team.
3) Analyse Tuckman’s Team Development model and the Nine Belbin team roles to support the development of dynamic cooperation.
4) The effectiveness of virtual teams in this particular scenario

Scenario
A recent performance audit revealed that the productivity of some of the branches of Marriott Hotels  UK are  being affected negatively by low team morale, employees’ demotivation, poor management techniques and ineffective leadership. The directors observed that employees can be motivated through proper leadership, as leadership is all about getting thing done. Effective team leaders ensure that team morale remains high and that workers are motivated to perform well. Leaders can impact morale by helping to instill a sense of confidence and trust in workers so that they take a positive approach to their jobs and the company. Leaders can also affect morale by creating an environment of cooperation between team members so that they work together to achieve team objectives instead of only fulfilling individual goals. 
.For example, an employee conflict may negatively impact productivity. A leader intercedes and finds a solution, such as reassigning a worker to a different division. When new direction is given by business ownership, team leaders make sure that team members understand the information and how it impacts their specific roles.
Top management required managers at all levels must strive to promote a harmonious working relationship between their workers in order to improve their performance in their work. 
 Leaders at Marriott hotel have known to offer guidance to all members of the team to ensure they are fulfilling their roles. Effective team leaders have ensured that team morale remains high and that workers are motivated to perform well. But the recent audit brought out a different picture! Productivity is has gone down and employee conflicts are increasing amongst teams. Management is very concerned about the above findings of the audit report and decided in their strategic follow –up meeting to hire a consultant ,

Activity 2b

You have been appointed as a Trainee Consultant with Marriott Hotels. The board of directors are very concerned about the team’s performance and productivity levels in the various departments. 
1. You are required to write a brief report giving suggestions and recommendations to the leaders and managers highlighting how the application of OB theories and philosophies such as path goal theory and social capital theory would enable the organisation to improve performance and productivity.
2. In your report you may also Explore and Evaluate  how the above theories and philosophies can inform and influence behaviour in both a positive and negative way
3. The Board expects you to  Critically analyse and evaluate the relevance of Tuckman’s Team Development model and the Nine Belbin team roles in the context of organisational behaviour and concepts and philosophies that influence behaviour in their workplace

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