Diversity management plays a key role in the development and growth of an organization. Diversity policies and practices decide the work culture of an organization, hence deciding its future success. This report intends to explain the different aspects of diversity in an organization, its management and its impact on the productivity of the organization. It also intends to depict the effect of diversity management on the employees of an organization along with its customers and stakeholders. The report is based on the study of the diversity management in one of the largest chain of hotels and resorts across the globe: Hilton Hotels Corporation. The study uncovers the diversity management strategy of the organization and its impacts on the employees and customers. Furthermore, the report also evaluates the policies and practices adopted by the organization to allow a smooth work operation within the organization enjoying the diversity among the employees. Later, at the end of the report, the organization has been suggested with some of the recommendations to improve the diversity management within the organization to enhance the efficiency and competitiveness.
Table of contents
Diversity management at Hilton Hotels Corporation
Effect of policies and practices
Diversity defines the features that are responsible for making one individual different form another in regards to their culture (Aguilera et al., 2019). These differences can be based on the lifestyle pattern of individual, beliefs, values, race, ideals and habits, national, ethnicity, race, national origin, language and religious belief. In regards to organizations, diversity defines all groups of people at all level of the firm are offered with opportunities to pursue their career aspirations without unnecessarily varied by variables at the organization. Diversity in an organization can be helpful in driving innovation and having a significant impact on organizational culture and performance which is essential for an organization to achieve the desired success (Malik et al., 2017).
Hilton Hotel Corp is one of the leading hospitality organizations throughout the globe with more than 540 hotels and resorts established in more than 78 countries across six continents (Reidhead, 2020). The company was established in the year 1925 by Conrad Hilton with the aim of operating the best hotel in Texas (Matteucci, 2020). Hilton has become of the most respected brands in hospitality sector thanks to the commitment, innovation and leadership of Conrad Hilton. The company has its sub-division by the brand name of Waldorf Astoria which offers the guests with culture and history of their extraordinary locations. Waldorf Astoria runs 32 hotels and resorts in 15 countries and territory under their name. The company has its base in the U.S.A. but it did not bound its limits within the U.S.A and franchised to expand throughout the globe making its effective presence in famous locations like New York, Beijing, Paris, London, Sao Paulo and Toronto (Lu & Zhu, 2019).
As the company operates in different regions of the world, there exists diversity in the company in the context of the geographical and cultural factors which the firm uses to drive the workforce and to serve its customers worldwide. According to Lydia Berlage, Hilton’s HR director, diversity and inclusion are at the core of Hilton’s vision, mission and values. The company realizes that expanding the base of its employees and introducing a diverse workforce increases the potentials and talent of the employees across diverse culture. It enhanced the innovativeness experience and insight. Adding to it, the company also provides with the required inputs to achieve its international business environment. Moreover, the organization has adopted recruitment policies that ensure the representation of minority groups and individuals special talents throughout diverse culture. The Hilton has adopted a recruitment policy that provides the locals with opportunities to manage the work in different franchises if the company operate within the guidelines set by the organization and business strategy. Local employees and managers get better placements to meet the expectations and needs of the customers allowing the organization a competitive environment among other industry players (Madera et al., 2016). Training plays a vital role in making strategies for organizations to help employees to increase sensitivity and awareness to culturally diverse groups to improve organizational competitiveness and success (Zein & Noureddine, 2019). The Hilton Hotels Corp organizes bi-annual training of employees for understanding cultural differences within the organization for using them to create advantages for the hospitality organization. The managers provide the employees with training to respect racial, ethnic, gender, age and religious differences while providing them contractual training and employee practices. In addition, the different franchise of the organization publishes and distributes broachers and booklets expecting to build the basis of employee behaviour while interacting with a multicultural context. Moreover, the organization provides its foreign employees trainings on the use of a second language as it may be the official language of the local people. These trainings allow the organization to have quicker interaction between managers and the local staff members which results in achieving competitive efficiency.
In the early 2014, Hilton realized that to encourage greater diversity in the positions of leadership, a leadership programme should be provided to the women in the organization which should be altered at supporting the women to develop into managerial positions (Blayney & Blotnicky, 2017). As a result, a program called Women in Leadership was developed and was adopted on the global basis. It is benefiting the women within the organization to learn key leadership behaviours and competencies. Moreover, The Company has put efforts concerning pay equity and equal representation between men and women both across all the company’s hotels. The encouragement in employment of diverse range of team members was showcased by the organization.
To improve diversity experience at Hilton Hotels Corp, the organization should respect and value its employees for what they are and for bringing the unique qualities and perspectives to the company. An organization is made up of people from different region having their own culture, tradition, beliefs, language, physic and mentality. The managers should be assured of respecting their beliefs and mentality in order to build a strong and effective team. People from different culture having different mindset can be helpful in achieving organization’s goal of competitiveness and efficiency. In addition, the organization requires having a work operation in which the customer’s base and the communities to whom they belong is reflected. When an employee is accompanied with the environment which he belongs to, he turns to be more productive as he is satisfied and contented with the work environment he is in. Moreover, to have an improved diversity at the organization, the managers at Hilton Hotels Corp. require showing support and providing oversight to the employees. When employees from different cultural group receives encouragement from the leaders they feel more comfortable with the work they do and prove more productivity to the firm which ultimately results in increasing organization’s efficiency and productivity. It helps the organizations attain the desired growth. The organization should maintain the positive diversity management within the organization to attract motivate and retain the potential talent within the organization. It should continuously conduct training programmes based on diversity management for its leaders to manage the team of diverse people.
The Hilton Hotels Corp possesses a principle of mission, vision and values in regards to their organizational culture. The diversity management at Hilton Hotels have including the company’s training, recognition, and employee benefit program has allowed the organization to achieve many awards. The organization’s diversity management practices have built a hierarchy fused clean culture within the corporation. The organization’s diversity management has provided it with an opportunity of having competitive advantages through developed recruiting, higher retention great customer services etc. Though the organization has possessed many achievements, it needs to work on some of its part as mentioned above like the leaders at the corporation need to demonstrate support and encouragement to the employees for who they are, no matter which region the belong to or what their preferences are. The organization should make it sure that all the executives at the organizations respect the value each of the employees equally and encourage them to harness their culture and tradition while being more productive and growth oriented employee.
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