Hilton Woodland Hills Tour Paper

Everything that goes on in the hotel

Estimated time to become a GM = 10 years

Must possess

1. Motivator for independent action

2. Sense of fairness & honestly

3. Empathy for people

4. Good work ethic

5. Good Memory

6. Good Concentration

7. Ability to Analyze Oneself

8. How One Handles Unexpected Situations

Planning

Organizing

Directing

Controlling

S H

O R

T T

E R

M

L O

N G

T E R

M

 Day to day operational issues for delivering quality service

 Controlling costs and revenue

 Produce positive short term results

 i.e. overbooking problem needing immediate attention

 Previous experience is vital to providing solutions

 Community involvement

 Changing needs of community & market place

 Scheduling and funding of new expenditures

 Capital projects

 Organizational stability

 Budgets

 HR development programs/identify talent

Developed and used by the Japanese

Based on benchmarking

Gives employees control

Based on trust and pride

Hierarchy of control processes upwards: Worker participation

I. Workforce

II. Automation III. Managers IV. Upper management

GM must ensure employees have tools to succeed = knowledge, tools, empowerment

Hilton uses “Toolbox Recovery”

The 7 Habits of Highly Effective People By: Stephen Covey The One Minute Manager Meets the Monkey By: L

 Empathetic listening  Looking thru rose colored

glasses  Listening w/ears, eyes,

heart

 Distractions telephone call  Interruptions you or others  Text messages  A negative word railroads

the entire message  Posture  Eye contact

Who Moved My Cheese

By:

 Effective & empathetic

listening takes time &

practice

 An active skill requiring

your full participation

 A good listener takes

notes, asks questions,

attentive to content said

 Doesn’t dwell on

emotionally charged

words

I. Inspired by more individual responsibility

II. Consists of work groups line staff w/one facilitator

III. Simple language used

IV. No such thing as a bad idea

V. Calls for action

VI. Evaluation/summaries

VII. Understand resistance to change is a major barrier to

effective communication

VIII. Preparation, participation, support and negotiation

help to minimize resistance to change

I. Example: my recent culinary meeting

II. Steps I took knowing resistance to change is a threat

Participating in the process

increases their comfort level

and commitment

Support is needed by

listening to their needs

Provide them with the

training needed

Going to bat for them

Service is the cornerstone

of the hotel industry

“A performance culture is

an atmosphere in which

service employees have

the training, knowledge,

& freedom to meet

customer needs”

True measure of

performance culture is

discretionary effort.

1. Acceptable

performance is the

minimum effort

needed to keep

one’s job and no

more. VERSUS

2. Peak performance

maximum effort

which is the highest

level who goes out of

their way to WOW the

guests

3. See the Tripadvisor

comment to the right

 “Concierge Excellence”  Reviewed March 8, 2013NEW  My family was in an unusual travel situation with

grandma, grandpa, son, daughter, their spouses and a 1 year old grandson all in tow; we needed just a little more support than the typical traveler on this unique journey. Our concierge assistants, Laura (mornings) and Rosie (evenings), provide such wonderful, family-friendly service, that the blessing to my family is now part of our family history. Now more than ever we are staunch Hilton customers and advocates! Thank you, Hilton management, for pursuing excellence in all facets of your customer service approaches. It makes a difference!

 Stayed March 2013, traveled with family › Value

› Location

› Sleep Quality

› Rooms

› Cleanliness

› Service  Was this review helpful? Yes  Problem with this review?  Ask blubinski about Hilton Woodland Hills  This review is the subjective opinion of a TripAdvisor

S e

rv ic

e I m

p a

c t

B e

n c

h m

a rk

 Apples to apples = service is what makes

the difference

 Exceptional service remembered “part of

our family history” tripadvisor comment

 As Simon Cowell said “memorable”

 How to WOW the guests

 All of the above ensures guest w/return

 SALT responses

 Tripadvisor ranking

 GM reads letters in staff meetings and

one on one acknowledgement

 Posted in our weekly HR newsletter

 Posted on our employee bulletin boards

Discuss the recent actions at the Assisted

Living Center:

1. What is the performance culture like

there?

2. What could the employee/staff do

differently?

3. What is the outcome?

4. Was the employee empowered?