GROUP ACTIVITY

IN

QUALITY SERVICE MANAGEMENT

TOUR AND HOSPITALITY

(A known tourism or hospitality establishment and its services.)
(The culture of the company on how they provide their services.)

Submitted to:
Ms. Maharlika Andrade
Subject Instructor

Submitted by:
Shedy Galorport
Jesil Ann Custodio
Marc Selwyn Macabante
Eloisa Tabing
Sharelyn Rabal
Short Introduction of the Company

Founded in 1919 by Conrad Hilton over a century ago, Hilton Hotels and Resorts has
become an iconic, global brand with more than 600 luxury hotels in 78 countries. Hilton is one
of the world’s fastest-growing hospitality companies, with 18 hotel brands across the globe. The
company has welcomed more than 3 billion guests in its 101-year history and employs over
420,000 team members. The Hilton Hotel is an organization within the private sector and is a
public limited company which means you can buy shares. The main aims of Hilton Hotel is to
make a profit by selling different things such as room service, meals or even expanding the
business to potentially maximize the sales and customers.
The Services They Offer

Whether conducting business, sustaining your fitness regimen or looking to spend quality
time with your family, Hilton Hotel allows you to make the most of your stay by offering the
services you need and beyond, the amenities you expect, and the extras you deserve. Enjoy
exclusive benefits of the Executive Lounge when you book an Executive Room or Suite. The
Lounge is open daily from 6:00 am - 10:00 pm. Light breakfast is available from 6:00 am to
10:30 am and cocktails from 6:00 pm - 8:00 pm.
FOR YOUR BUSINESS CONVENIENCE: FOR YOUR FAMILY'S COMFORT AND
CONVENIENCE:
Audio Conferencing Available
Audio/Visual Equipment Rental Babysitting Service
Fax Children's Menu
Meeting Rooms Cribs
Printer High chairs
Video Conferencing Available

FOR YOUR ACCESSIBILITY NEEDS:

Accessible Rooms
Accessible elevators
Accessible guest rooms with mobility features with entry or passage doors that provide
32‖ of clear width
Accessible hotel restaurant
Accessible meeting rooms
Accessible parking
Accessible public entrance
Accessible registration desk
Accessible route from the accessible public entrance to the accessible guestrooms
Accessible route from the accessible public entrance to the registration area
Accessible route from the hotel’s accessible entrance to the meeting room/ballroom area
Accessible route from the hotel’s accessible public entrance to at least one restaurant
Accessible route from the hotel’s accessible public entrance to the swimming pool
Alarms – Audible
Alarms - Visual Strobe
Bathroom doors at least 32 inches wide
Bedroom doors at least 32 inches wide (812mm)
Braille elevator
Braille room numbers
Emergency Call Button on Phone
Emergency pull cords in bathroom available
Evacuation chair available to help evacuate a disabled person
Grab bars in bathroom
Level or ramp entrance into the building
Lowered bed
Lowered buttons in elevators
Lowered emergency evacuation instructions
Lowered peep hole in door
Lowered thermostat controls
Portable shower chairs
 Public Areas/Facilities accessible for physically challenged
Roll-in Shower
Rooms accessible to wheelchairs (no steps)
Service animals welcome
Strobe alarms
Van-accessible parking in the self-parking facility
Visual alarm for hearing impaired
Visual alarms for hearing impaired in hallways
Visual alarms for hearing impaired in public areas
Wheelchair ramp for lobby/reception access
FOR YOUR COMFORT AND CONVENIENCE:
Automated Teller (ATM)
Baggage Storage
Bar Area
Car Rental Desk
Concierge Desk
Digital Key Available
Electric Service
Elevators
Laundry/Valet Service
Local Area Transportation
Lounge
Luggage Hold
Multi-Lingual Staff
Room Service
Safety Deposit Box

FOR YOUR FITNESS AND RECREATION CONVENIENCE:

Fitness Room
Pool
The Hilton Hotel provides different products and services and high end luxury hotel
chains with lots of different brands. Hilton Hotel offers a range of food and drink that is an
important part of any stay. Customers can relax and have dinner in one of the Hilton Hotel
restaurants and also have different options of breakfast to satisfy them. The Hilton Hotel
provides a serviced accommodation and they accommodate for all different types of people.
They maximize sales by offering extra services such as bed & breakfast, family fun packages and
conference facilities. The Hilton also provides a Guest Loyalty Program in which frequent
customers can accumulate airline miles and points by staying with various Hilton Hotel brands.
The Hilton Hotel also has loyalty skills, which means that if customers stay there for a long
period of time, they can get one night free of charge.
Company Culture

Company culture is an essential element to the success of any organization. This is

especially true in the hospitality industry where positive employee experiences are vital to
customer satisfaction. Mission, vision, and values statements are at the core of most corporate
cultures and Hilton is no exception. However, the extent to which these are intentionally
integrated into the daily work experience is unique to Hilton.

Hilton’s mission statement reads: To be the most hospitable company in the world –
by creating heartfelt experiences for Guests, meaningful opportunities for Team Members,
high value for Owners and a positive impact in our Communities.

Hilton’s vision statement reads: To fill the earth with the light and warmth of
hospitality – by delivering exceptional experiences – every hotel, every guest, and every
time. Finally, Hilton’s values are presented in the acronym H.I.L.T.O.N. which stands for
hospitality, integrity, leadership, teamwork, ownership, and now.

 Hospitality - speaks to a passion to deliver exceptional guest experiences.

 Integrity - represents a commitment to do the right thing, all the time.
 Leadership - refers to their prominent position in the industry and in their communities.
 Teamwork - emphasizes being a team player in all respects.
 Ownership - demands personal responsibility for one’s actions and behaviours.
 Now - refers to operating with a sense of urgency and discipline.
Hilton’s “Travel with Purpose program”, supports their vision to spread the light and
warmth of hospitality in the earth. This corporate citizenship strategy promotes leader
involvement in their communities. For example, the Travel with Purpose Global Volunteer
Program creates an opportunity for team members to share their time and talents through
volunteer events during Global Week of Service platforms.
Hilton’s mission to be the most hospitable company in the world extends beyond just
their guests to include team members alike. For example, after trying on a housekeeping uniform
and finding it stiff, heavy, and uncomfortable, Christopher Nassetta, President and CEO of
Hilton, created a partnership with Under Armor to design comfortable, flexible, and utilitarian
work wear. This became only one of a six-part program aimed at improving the back-of-house
for employees, collectively called the “Heart of House” effort launched in 2016. From
renovating and updating employee locker rooms, restaurants, and break rooms to providing high
quality food to employees for improved wellness and nutrition (including free meals for
employees on shift), this Heart of House programs is just one way that Hilton demonstrates each
team member is valued, respected, and appreciated.
Finally, Hilton enforces its mission, vision, and values through an engaged management
style. Hilton leaders are expected to be role models who demonstrate the highest standards of
integrity and lead by example in all regards. Part of their Hospitality for All programs, “For All”
leaders treat team members at all levels as exceptionally as their guests are treated. The program
delineates the five key behaviours of leaders as: trust, goals, development, recognition, and
relationships. Hilton leaders are expected to create an environment of trust whereby employees
feel heard and free to speak up. Leaders must set goals that are clear, realistic, and motivating
and support members in obtaining them. Leaders have the duty to invest in and mentor their team
members to improve individual development and growth. Further, when team members succeed,
leaders are expected to celebrate their accomplishments with appropriate recognition. Lastly,
leaders are assumed to cultivate and develop open relationships and meaningful connections
within their teams. Cleary, Hilton’s mission, vision, and values are integrally embodied
throughout their culture, from top to bottom.
Hilton received forty-five awards in 2018 including ―World’s Best Workplaces,‖ and
―Great Place to Work for Millennials‖ awards, all of which reflect a corporate culture built
around their core mission, vision, and values. This culture starts by recruiting talent aligned with
their values then fosters an employee experience that retains and engages this most valuable
asset. Three main program categories accomplish this objective:
1) The employee recognition and value programs.
2) The on-boarding and training programs.
3) The employee benefits programs.

Hilton believes that team members who feel appreciated, valued, and respected take
greater pride in providing exceptional customer service while experiencing increased satisfaction
and meaning in their own work. Because recognition matters, Hilton provides an annual CEO
Light and Warm Award for CEOs who exceed expectations in reflecting Hilton’s mission,
vision, and values. Among other benefits, this award provides the winner with a one-time bonus
of $10,000, a publicly displayed award, and a featured story both in the lobby and in external
channels. The Catch Me at My Best program rewards associates’ best acts and efforts that are
witnessed by other associates, guests, and/or managers. Witnesses fill out a ―Value Certificate‖
according to the demonstrated value applicable to the acronym HILTON. Hilton also sponsors a
Team Member Appreciation Week dedicated to offering thanks and recognition to all team
members that make Hilton run. Lastly, Hilton offers a Department of the Month program which
highlights a specific department’s unique contribution to the team. Finally, to make sure all these
recognition programs are effective, Hilton created five keys to recognition: make it frequent,
make it timely, make it specific, make it personal, and make it big-picture.
The Etiquettes, Practices, and Habits of Employees
Hilton does business all over the world. They abide by the high standards of business
ethics everywhere they operate. The Code and their commitment are clear – they comply with all
applicable laws. Sometimes, their standards exceed those requirements, but they NEVER fall
below them.
As a Hilton Team Member, they are expected to:
• Uphold the highest standards of ethical conduct in every action they take on Hilton’s behalf.
• Know the rules and laws that govern their work, and follow them.
• Ask questions and seek guidance when they are uncertain about the right course of action.
• Report issues or concerns when they arise.
Hilton leaders have responsibilities under their Code, Hilton leaders must:
• Demonstrate the highest standards of integrity – set the right example, and others will follow
your lead.
• Create a culture of compliance and ensure that Team Members understand that business results
are never more important than acting legally and ethically.
• Discuss ethics and compliance topics with Team Members and ensure that everyone on your
team completes compliance training and other compliance requirements.
• Create an environment where Team Members are comfortable speaking up, and be available to
receive reports of potential violations of the Code or applicable laws.
• Ensure that reports of suspected violations are brought to the attention of the Hilton
Compliance Team immediately.
• Protect reporting Team Members from retaliation, and safeguard the confidentiality of
investigations.
Hilton does not tolerate any form of discrimination or harassment based on any
characteristic protected by applicable law. Any behaviour, communication, or other conduct that
creates an environment that is physically threatening, menacing, abusive or offensive based on
any protected characteristic, or that otherwise interferes with any Team Member’s ability to
perform his or her job is unacceptable.
Hilton condemns all forms of human trafficking and commercial exploitation, including
the sexual exploitation of men, women or children. As signatories of the ECPAT Tourism Child-
Protection Code of Conduct, they are fully committed, in each and every one of the markets in
which they operate, to protecting individuals from all forms of abuse and exploitation. Hilton
expects that their Team Members as well as their business partners helps them meet this
commitment. Sex trafficking and sexual tourism is a large and growing problem worldwide, and
Hilton never allow any Hilton properties, products, or services to be used in any manner that
supports or enables any form of abuse and exploitation.
Hilton employees in the trenches are encouraged and expected to make decisions on their
own. The company’s “Make It Right” mantra means team members of every job title ought to
start fixing problems they see, as soon as they see them. Make It Right comes directly from two
of the company’s five core values: ―ownership‖ and ―now‖. Hilton found at least 5,000 U.S.
team members hadn’t earned their diploma —and in 2015, leaders decided to be among the first
in the industry do something about it. Partnering with the Council for Adult & Experiential
Learning (CAEL) they developed the “Hilton HS Completion Program” for U.S. team members
who wanted to pursue their General Education Development (GED) certificate or high school
diploma. Fully paid for by Hilton, an advisor works one-on-one with anyone interested,
providing motivational support, coaching, and tutoring.
Etiquettes for Hilton Hotel Staff:
 Always greet guest and colleagues with a smile and maintain a friendly and pleasant
expression.
 Stand upright; do not fold your arms in front of the guest.
 Keep your hands out of your pockets.
 Do not lean on the counter at any time and especially when dealing with the guest.
 Do not play with your hair and jewelry when you are at the front of the house area.
 Ensure a positive body language at all times.
 Always be tactful and courteous, never argue with guests.
 Be humored and even-tempered, do not become over friendly with guests.
 Always be attentive when speaking to guest and look at a guest when addressing him/
her.
 Always look and act professionally, do understand that there are other guests watching
your behavior.
 Always appear confident and be positive.
 Always listen carefully to the guest when talking to him/ her.
 Try to use the guest’s name at least twice once known.
 Try to ask the right questions to identify the needs of the guests.
 Talk clearly and maintain a good tone of voice at all times.
 Do not criticize one guest to another.
 Do not refer guest as ―He/She to They ―in their presence.
 Never weary the guest with your troubles.
 Never discuss religion or politics with guests.
 Be specific in your explanations, in-case of any doubt then consult your colleagues and
promptly get back to the guest.
 Always give the guest a warm and friendly welcome, ―Good morning Mr. Bond, how
may I help you today‖.
 Make the guest feel comfortable and safe.
 Refer to the guest twice by the correct title and name once known.
 Identify the guest’s needs and try to provide anticipatory service.
 Always observe what is happening around you and be ready to assist the guest when
needed.
 Show guests a sympathetic interest.
 Take your time for the guest and do not rush with them.
 Always recommend in-house hotels services to the guest and provide with a brochure or
additional details if required.
 Appear neat and tidy but never severe or harsh or strict to the guests.
 Always try to maintain eye contact with the guests.
 Should have good product knowledge and keep updating about new products and services
offered.
 Know the different facilities and services available in the hotel and be ready to describe
the details to the guest when asked.
 Know who is who in the hotel organization.
 Know about VIP, VVIP and repeating guests.
 Have a clear understanding of the layout of the hotel.
 Should know the location, timings, promotions and theme nights of the outlets.
 Know which function is taking place and where.
 Have a good knowledge of the place and surroundings where the hotel is situated, eg:
nearby places of interest, distance to the airport etc.
 Be aware of any special promotions or food festivals going on in the hotel.
 Front desk team should possess a thorough knowledge of all different rooms’ types and
their rack rates.
 Food and beverage staff should have a good knowledge of the menu.
Conclusion
Company culture is an integral component of the foundation of all corporations. Without
a deliberate focus on culture, this foundation risks crumbling. Hilton’s mission, vision, and
values are the bedrock principles that drive employee behaviours and permeate every facet of
strategy and decision. Hilton’s award-winning recognition, reward, and training programs create
a flourishing company culture earning it the designation as ―Best Company to Work for‖ and
―Best Workplace.‖ Hilton does not just tell their members they matter; they demonstrate it
through innovative programs. Not surprisingly, these programs produce engaged, motivated, and
inspired employees. Hilton’s people-first employee-oriented company culture that harmonizes
with their corporate vision and strategy, grants them a unique competitive advantage in the
hospitality industry. Hilton has created an exceptional work environment that translates into
talent attraction and retention, increased productivity, superior customer satisfaction, and greater
profitability.

In addition, Hilton’s benefit programs exceed industry standards, demonstrating Hilton’s

authentic care for team member well-being. Hilton’s training program is one of the most
comprehensive in the industry. A culture that builds the ability to learn best practices for the
hospitality industry because it creates an empowering environment that equips employees to be
both productive and proactive. Hilton’s reward, recognition, and training programs demonstrate
that team members are the heart of their corporation and drive its success. In an industry where
excellent service is key, it is incumbent upon organizations to reward and value the critical role
team members play in securing guest satisfaction and loyalty. Therefore, Hilton should maintain
their recognition, reward, and training programs in order to retain, motivate, and attract top
talent. Furthermore, Hilton should continually update their training programs to remain relevant
in the industry.
Sources/References:
 Forbes. (2018). Hilton. Retrieved from

https://www.forbes.com/companies/hilton/#10a8dba28fc7

 Hilton Corporation. (2019). Home page. Retrieved from

https://www.hilton.com/en/corporate/

 Hilton Corporation. (2019). Home page. Retrieved from

https://www.google.com/url?sa=t&source=web&rct=j&url=https://ir.hilton.com/~/media/

Files/H/Hilton-Worldwide-IR-V2/committee-composition/HW-Code-Of-Conduct-

OCT2015L26.pdf&ved=2ahUKEwjTq5r0hqPtAhUoBKYKHVMJATkQFjABegQICxA

C&usg=AOvVaw2U1UBwDZ7WRMxA8wpyKcq_

 Hilton Corporation. (2019). Home page. Retrieved from

https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.greatplacetowor

k.com/images/reports/2018-GPTW-Profile-

Series_Hilton_Hospitality_For_All.pdf&ved=2ahUKEwjTq5r0hqPtAhUoBKYKHVMJA

TkQFjADegQIHxAB&usg=AOvVaw3Dm6vgoHYRJnebJzEpj6Pn