Multicultural Diversity in Workplace for the Tourism Professional

09 Task Performance 1

BSTM3B

BY:

Demetria, Georgia Mae

Mendoza, Kimberly Anne
Serrano, Elisea Judel
Samillano, JM
Taño, Ven Regij
Valencia, Jewel
Yulo, Alyanna Marie
 Coaching

Every guest wants to know they’re being taken care of. That’s why every time an active member
stays at any property their personal preferences are updated and available to all properties. It’s a
personal touch that tells the guest we care and can help increase a property’s satisfaction score overall.
The Hilton Performance Advantage is an integrated system of innovative solutions and advanced
technologies that work together to drive increased business and keep costs down.

Cultural Orientation Framework

1. Definition of identity and purpose

Hilton hotel adapt or implement identity and purpose in their organization through holding
accountable in their current company culture practices. Mission, vision, and values statements are at the
core of most corporate culture 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. Similarly, their vision is: To fill the earth with the light and warmth of hospitality – by
delivering exceptional experiences – every hotel, every guest, every time. Finally, Hilton’s values are
presented in the acronym HILTON which stands for hospitality, integrity, leadership, teamwork,
ownership, and now. Each expounds as follows. 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
behaviors. Now refers to operating with a sense of urgency and discipline. These statements are not
simply superficial slogans, they drive and direct every operation and decision. To Hilton, mission, vision,
and values encapsulate their purpose platform.
For example, Hilton utilizes a Code of Conduct to ensure its values of integrity and ownership advance.
This unique code is meant to structure and guide the actions and behaviors of all team members. The
greatest emphasis is placed on integrity whereby employees and managers maintain the highest levels
of ethics and adhere to company rules, laws, and policies. Speaking up and reporting issues of
compromised ethics or standards is facilitated by a hotline that receives reports anonymously and
forwards them to be processed by their Legal Compliance Team. Additionally, Hilton has a ‘no
retaliation’ policy that promotes a culture where employees feel comfortable to ask for assistance and
advice or to report concerns in good faith without fear of discipline.
Hilton’s Travel with Purpose program, supports their vision to spread the light and warmth of hospitality
in the earth.

2. Sense of power and responsibility

Hilton’s mission, vision, and values are the bedrock principles that drive
employee behaviors and permeate every facet of strategy and decision. Hilton accomplished this
alignment by incorporating a hybrid of hierarchy and clan culture frameworks. As a hierarchy culture,
Hilton’s top management provided formalized and structured policies and procedures that were
consistently applied at all levels to ensure conformity to standards and efficiency in operations. However
their criteria for success, reflected a clan culture by placing maximized employee potential and positive
employee experience at the top of their priorities. While Cameron and Quinn (2011) found that clan
cultures are effective at ensuring employees share the same values, beliefs, and goals, at Hilton,
employees personify them. As a culture of value and integrity, commitment, collaboration, and
cooperation mark Hilton’s organizational profile, just as Alston (2009) predicted of a high trust
organization. Unity around a compelling vision and strategy was attributed to what McAleese and Hargie
(2005) called participative management where leaders model desired behavior and serve as catalysts for
motivated and energized staff. Consistency throughout the organization has earned Hilton the
reputation as one of the premier global brands. Their hybrid hierarchy/clan framework should serve as a
benchmark culture within the hospitality industry.

UNIVERSAL INTEGRATE OF THE FRAMEWORK (UIF) - HILTON HOTELS

 Continuous professional development.

Hilton hotel helped them with their professional development. Some 74 percent agreed that
management supported them through the learning process. And The contemporary staff training in the
hotel industry entails the improvement of employees’ personality qualities which predetermine the
mastering of soft skills Without motivation and inspiration, the development of such characteristics is
difficult to obtain. And the benefits being employee in hilton hotel The company also has a great
rewards program for staff members, called Go Hilton, which offers them travel discounts. Not just for
the staff member, but for friends and family as well. Perks like that are a big reason for some people to
take and keep a job. While a salary might be the main reason we work, the little extras make a big
difference

 Appreciation of the cultural environment.

Hilton's values are presented in the acronym HILTON which stands for hospitality, integrity,
leadership, teamwork, ownership, and now. Each expounds as follows. Hospitality speaks to a passion to
deliver exceptional guest experiences. Integrity represents a commitment to do the right thing, all the
time. Teamwork emphasizes being a team player in all respects. Ownership demands personal
responsibility for one's actions and behaviors.

For example, Hilton utilizes a Code of Conduct to ensure its values of integrity and ownership advance.
This unique code is meant to structure and guide the actions and behaviors of all team members. The
greatest emphasis is placed on integrity where by employees and managers maintain the highest levels
of ethics and adhere to company rules, laws, and policies. Speaking up and reporting issues of
compromised ethics or standards is facilitated by a hotline that receives reports anonymously and
forwards them to be processed by their Legal Compliance Team. Additionally, Hilton has a ‘no
retaliation’ policy that promotes a culture where employees feel comfortable to ask for assistance and
advice or to report concerns in good faith without fear of discipline.
 Coach - Coachee Fluidity

The complexity of working in the Hilton Hotel requires its employees to master communication,
relationship-building, and problem-solving skills. Training should be adopted to help the staff to enhance
their skills and teach the strategies to handle challenges. And to treat team members of every position
as well as the guests who stay at Hilton hotels. It’s a straightforward philosophy executed in an
exceptional way and Hilton aims to motivate its employees through rewards. This strategy improves
employee morale and motivation. Consequently, they perform better. First, Hilton as a program referred
to as “Catch Me at My Best.” Customers have opportunities to nominate the best-performing employees
for rewards. And they have fair approaches between of employee then managers which is they
encourage all of them motivate being productive and responsible employees.

 Cross cultural emotional intelligence

Hilton hotel employees industry the Emotion is an important element of motivation of an

employee when he is very positive, takes challenge to do a job while, when he is negative, tries to avoid
the job or do not take any challenge in performance of the job. When motivated, positively emoted
employee asks himself about his own feeling/assessment of the job.Mood is kind of feeling in assessing
a particular job or situation when he ask some question to himself and judge his inner self positively or
negatively: Is it suitable for me ? etc.Importance is state of positioning oneself with the work and
identifying himself with the work and its goal. Many problems may relate to intercultural
communication between managers and employees as well as between employees and hotel guests from
different cultural backgrounds. Therefore, the issue of intercultural communication has recently had an
increasing reach in the hospitality industry.Cultural awareness, sensitivity and understanding of cultural
differences should be perceived as a critical issue for business success. Therefore, the following
questions still need answers from both academics and the business.

Based on your findings what are their cross cultural and diversity coaching best practices that can be
adopted into the whole tourism and hospitality industry of the philippines?

Based on the findings, the best practices in cross-cultural and diversity coaching that may be
used and may benefit the Philippines' tourism and hospitality management is developing a program
called ‘’SERVE’’ principle of Hilton hospitality Sincere, empathetic, respectful, visible, and engaging
everyone and every time. This training program is to enhance being responsible and knowing your
cultures respect between of employees and especially for the customer also however this program also
is to strengthen tourism and hospitality in the Philippines which is they can adapt the daily practices at
the social sectors to develop a strong culture of tourism hospitality in overtime.and Another example is
the cultural orientation and framework in terms of "hospitality for all" the organization's brands and
customers loyalty rest in the hands of its employee to expand building experiences where all employees
thrive regardless of role or back is the key for business success which is a good thing for the tourism
industry for all the culture is helping knowing differences. It can achieve the ambition of success.
 How can this task performance benefit you in your future role in the industry and society?

The benefit of this task performance in our future role in the industry and society it is necessary for
us to have a basic knowledge while working with the industry improving oneself and also to boost
confidence while interacting with the customer or guest professionalism is important with the teams
effort in order to maintain their certain goal the services and product the give also we should be more
attentive and listen to our guest.For an example when a customer complains with the front desk
because she/ he is not listening for its request to change room

This task performance learned how to work hard and improve myself in order to become a more
efficient and competent person in the future, as well as to have the attributes or personalities necessary
to be a professional and internationally competitive worker. It also helped me understand more about
cross-cultural presence and made me realize that I needed to learn more about it in order to improve in
the future. Especially now as we are nearing the end of our studies, I, as a prospective worker in the
tourist business, need to learn cross-cultural communication and how to cooperate with people from
diverse cultures.