Hilton Hotel Operations And Managerial Implications

Running Head: HILTON HOTEL OPERATIONS AND MANAGERIAL IMPLICATIONS 1

Name:

Hilton Hotel Operations and Managerial Implications

Institution:

HILTON HOTEL OPERATIONS 2

Hilton Hotel Operations and Managerial Implications

Front stage operations

Customer

Receptionist

Waiter

Chef

Waiter

Customer

Back stage operations

Receptionist

Director of Human Resources

Director of Finance

Front desk manager

Executive House Keeper

General Service Manager

The diagrams above show the flow chart for the back stage and the front stage operations

of the Hilton hotel. Hilton hotel is one of the biggest organizations with a very organized

structure of operations. This greatly helps the organization in delivering quality services to the

HILTON HOTEL OPERATIONS 3

customers and ensuring customer satisfaction. This highlights the reasons behind the front stage

organization as well as the back stage. The back stage operations are equally important for any

organization in order to deliver quality operations in the front stage (Frost, Mitchell, & Nord,

2013). This is because the activities of the back stage are very important in determination of the

working environment of the employees. This implies a very well organized back stage operations

is very important in developing quality service delivery of any organization.

According to a number of research studies that have been done in order to evaluate the

relationship between quality of service and operations of the organization, it has been established

that the customers’ feedback is greatly affected by the manner in which the organization has set

its operations (Teboul, 2010). This implies that the service encounter of the customers is

influenced by the front stage and the back stage operations. According to the flow charts shown,

the service delivery is good due to the orderliness that exists in the organization. A receptionist

always forwards the order to the waiter. This means that the customer can make adequate

enquiries regarding his or her aspirations. This means that there are minimal chances of

confusion or dissatisfaction when already in there.

Customers as well as the employees play a very vital role in participating in the service

encounter (Feldman, 2012). This implies that very good measures have to be established in order

to ensure good reception of the customer. The expectations of the customers ought to be met if

there will be any reliable service encounter. The service encounter is therefore catered for in the

organization. When this is done appropriately, then there is a likelihood of the organization

getting more customers hence chances of expansion both in the local and in the international

market. There is a lot of significance that is established by good front stage operations since

HILTON HOTEL OPERATIONS 4

there is a lot of attention that ought to be given to the customers by the employees. This ensures

that there is always good relationship between the organization and the customers.

Some of the very important aspects that are depicted by the service delivery is to allow

autonomy in the employees environment in order to have better relations (Drucker, 2011). This

implies the decisions that an employee takes in order to handle a certain task is very crucial and

ought to be respected so that they can be able to handle them appropriately. This comes when

there is need to offer quality services, which entail many interactions. These instructions like in

the case of the hotel setting are very crucial and ought to be responded wisely and be evaluated

before response. This means that there is a lot of implications by the fact that the hotel

management has a proper channel of consultation in case the matters are out of your docket or

ability.

Managerial Implications

The back stages as well as the front stage operations have significant implications in

terms of management and the organizational operations (Feldman, 2012). The hotel provides

many facilities such as modern hotel rooms, excellent restaurants, Hollywood-themed café, and

conference rooms. In addition to that, the hotel offer’s modern recreational options such as the

health club with experienced trainers, aerobic and Zumba classes. The hotel offers one of the

best services to the customers in the international world. This fact has made it to stand out in a

very competitive hotel market. Due to the many services provided by the hotel and the great

expectations from the large customer base, the hotel management has had to go an extra mile to

ensure provision of best services. Due to the many European customers checking into the hotel

every day, the hotel staff uses three major languages, i.e. English, Dutch and German.

HILTON HOTEL OPERATIONS 5

The management has to make sure that any staff employed into the hotel must be fluent

in the several international languages. This has a great implication on the management in terms

of the recruiting process and the labor cost (Beck & Hillmar, 2014). The hotel allows customers

to make reservations online from wherever they are. This requires the hotel to maintain a

dynamic website where customers can view the available services, make reservations, and make

payments online. This requires the management to hire a web master or outsource the company

website to companies that over web design services. Booking hotel online requires that the

customers provide their personal details and credit card details to the hotel. There are people who

are assigned to perform all these types of work. Maintaining a tight security on the customer

information also requires constant data backup. The management also has to make sure the hotel

is installed with the latest technology to serve customers efficiently and satisfactorily.

To enhance customer service and hotel expansion, the hotel management must consider

doing thorough market research and advertisement. Every person in the management position

knows his work hence it becomes so easy. The management can consider advertising the hotel on

billboards, magazines, newspapers, and in digital billboards. The company website is used as the

biggest advertisement channel for the hotel. The great service offered at the hotel also serves as a

major source of advertisement. This is so because customers will be much more willing to come

again and recommend the hotel to their friends. Customer satisfaction is the ultimate goal Hilton

Hotel. The management needs to do a regular research on customer satisfaction so as to know

which areas to improve and make adjustments on. This task can be outsources to an independent

research company or the company can use their website to collect customer comments on the

services (Teboul, 2010).

HILTON HOTEL OPERATIONS 6

In conclusion, the backstage operations have great impacts on the management of the

hotel in order to be able to deliver quality services. Every managerial position created is very

crucial in the aspect of ensuring better services and a better employee environment but not to

limit the autonomy of the employee in the job. We can therefore conclude that the quality of

service of a hotel depends on the steps taken by the management as well as the back stage

operations. The above implications outlined above require the management to spend an extra

coin to better the services, i.e. employ qualified staff, employ current technology to serve

customers, extensive advertisement, and do a comprehensive research on customer satisfaction.

Therefore, the hotel management must always be on their toes to make a landmark decision that

will better their services.

HILTON HOTEL OPERATIONS 7

References

Beck, A. C., & Hillmar, E. D. (2014). Positive management practices. San Francisco: Jossey-

Bass,.

Drucker, P. F. (2011). Management : tasks, responsibilities, practices. New York : Harper &

Row, .

Feldman, E. B. (2012). Managing housekeeping and custodial operations. Englewood Cliffs:

Prentice Hall, .

Frost, P. J., Mitchell, V. F., & Nord, W. R. (2013). Organizational reality : reports from the firing

line. New York: HarperCollins,.

Teboul, J. (2010). Service is front stage : positioning services for value advantage. New York :

Palgrave Macmillan,.

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