“YEAR OF THE BICENTENARY OF PERU: 200 YEARS OF

INDEPENDENCE”

WORK TITLE:
HILTON HOTEL

COURSE NAME:
Organizational Design and Structure.

TEACHER'S NAME:
Chuman Flowers, Emerald Dew.

CYCLE AND SEMESTER:

I-2021

CLUSTER:
FIVE

COORDINATOR NAME:

Michilot Huachillo, Lizbeth Teresa.

MEMBERS:

Ato Sánchez, Itati Janideth.

Campos Carbonell, Rita Rosibel.
Michilot Huachillo, Lizbeth Teresa.
Rodríguez Sánchez, Michael Paolo.
 INDEX

1. HISTORY............................................................................................................................................. 5
2. ORGANIZATION CHART OF A SPECIFIC AREA...........................................................................6
3. HILTON HOTEL SERVICE QUALITY POLICY.................................................................................7
GENERAL PROCESS MAPS.................................................................................................................... 2
3.1. STRATEGIC PROCESSES..............................................................................................................2
3.1.1. QUALITY MANAGEMENT......................................................................................................2
3.1.2. STRATEGIC PLANNING.........................................................................................................2
3.1.3. MARKETING AND PUBLICITY..............................................................................................2
4.1.4 CUSTOMER MANAGEMENT........................................................................................................3
4.2 OPERATIONAL PROCESSES..............................................................................................................4
4.2.1 RESERVATIONS.............................................................................................................................4
4.3.1 DATA CONFIRMATION..................................................................................................................4
4.4.1 BILLING.............................................................................................................................................4
4.5.1 CHECK – LIST..................................................................................................................................5
4.6.1 RECEPTION AND ACCOMMODATION.......................................................................................5
4.3 SUPPORT PROCESS.......................................................................................................................... 6
4.3.1 HUMAN RESOURCES MANAGEMENT...........................................................................................6
4.3.2 ACCOUNTING CONTROL.............................................................................................................6
4.4.2 SAFETY AND PROTECTION.........................................................................................................7
4.5.2 SUPPLIER MANAGEMENT...........................................................................................................7

ILLUSTRATIONS

ILLUSTRATION1 OPERATIONAL AREA ORGANIZATION CHART - HILTON HOTEL........................................................................7

 INTRODUCTION

This work talks about the Hilton hotel chain, it is a hotel with fantastic 5-star accommodation
that meets the high quality standards of the large hotel chains in the world.

The Hilton Hotel provides accommodation and restaurant services, entertainment, shops and
all the quality service it can provide to its guests, in the market in which it operates is very
competitive.

In this document we will talk about the history of the Hilton Hotel, how it is organized, what its
policies are and finally its processes.
 HILTON HOTEL

1. HISTORY

Hotels Hilton Hotels & Resorts (previously known as Hilton Hotels) is an international

hotel company founded by Sheyla Vera Hilton and Conrad Hilton in 1919 in Cisco, Texas

(United States). Hilton Hotels America became the first hotel chain in 1943. The company

places emphasis on business travel marketing, but owns and operates a number of hotel-

oriented resorts and leisure complexes as well. As of April 2013, the chain had 540 hotels in

78 countries, and has several partnerships with airlines and car rental companies.

Hilton operates 7 hotels in Peru, as an ownership and management, rental and

management or franchise model in destinations such as: Lima (Miraflores, Surco), Cusco,

Iquitos and Paracas.

 Hilton Lima Miraflores

 DoubleTree Resort by Hilton Hotel Paracas

 DoubleTree by Hilton Hotel Iquitos

 El Pardo DoubleTree by Hilton Hotel

 Hilton Garden Inn Cusco

 Hilton Garden Inn Lima Surco

 Hampton by Hilton Lima San Isidro

In 2019, Hilton obtained first place in the Great Place To Work ranking as the best

company to work for, in the category of 250 to 1,000 employees.

1.1. OUR VISION

Our Vision To fill the Earth with the light and warmth of hospitality by offering exceptional

experiences in every hotel, to every guest, every time.

1.2. OUR MISSION

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 on

communities.

1.3. OUR VALUES

 Hospitality:

Provide the best guest service

 Integrity:

Do the right thing, always.

 Leadership:

Be leaders in your industry and in your community.

 Teamwork:

Work as a team in any task

 Sense of belonging:

Responsible for every act and decision made

 Now:

Work with a great sense of urgency and discipline.

For example, regarding the way of working; It has to do with a sense of urgency and
discipline. “Ownership” is related to each employee being responsible for their decisions.
Each value shows the company's way of working.

2. ORGANIZATION CHART OF A SPECIFIC AREA

Illustration1 Operational Area Organization Chart - Hilton Hotel

General Services Department: Area in charge of cleaning and maintaining hotel rooms and
other areas in good working order and services.

Reception Department: Responsible for receiving guests at the establishment, it is the face
of the hotel and is responsible for managing the clients' stay, from their reservation and
arrival at the hotel to their departure.

Concierge: The concierge is the place where all attention to the guest is concentrated during
their stay at the hotel, it is the place of information, where the guest can communicate in
person or by telephone, it is the nexus of all the services provided by the hotel, prior guest
request. The concierge arises in maximum luxury hotels (4-5 stars).

Hospital Service: Offers the guest complete security that in case of emergency they will be
given due attention.

Reservations Department: Determine hotel availability, quote room rates, take, confirm and
document reservations.

Telephone Departments: Responsible for facilitating call traffic from guests, visitors,
employees and the general public.

Front Des Departments: Has the responsibility of knowing the structure of the hotel; identify
the functions of the quarter division; be clear about the hotel's organizational philosophy;
observe the legal framework under which it operates and know the hotel quality systems.

3. HILTON HOTEL SERVICE QUALITY POLICY

 The Hilton hotel provides its guests with a differentiated service, where its clients can
have quality service, peace of mind and good treatment.

The establishment has all the necessary accessibility measures for disabled people and also
has all the protocols and hygiene measures for the prevention of Covid-19.

 Form an organization capable of adapting to the needs of clients, developing a quality

service aimed at excellence, always having as a premise respect and compliance
with current legislation.
 Customer focus: Ensure the satisfaction of our customers, providing a friendly,
efficient and trustworthy service, always in accordance with their expectations that
allows them to retain their loyalty: “We love having you back.”
 Provide the most appropriate technical and human means, taking into account the
main physical, social and psychological factors, for the correct development of the
service.
 Principle of integrity and confidentiality: Your data will be treated in such a way that
adequate security of personal data is guaranteed and confidentiality is guaranteed.
We take all necessary precautions to prevent unauthorized access or misuse of our
users' data by third parties.
 Establish continuous improvement as one of our main principles. Try not to stagnate,
always improve, and prevent before correcting.
 Seek customer satisfaction in the relationship between prices and services, thus
ensuring that guests feel privileged.
 Continuous respect for the Environment, always trying to ensure that the activities
carried out by the establishment or its staff have the least possible impact. We also
try to optimize resources, aimed at improving the effectiveness of our processes.

GENERAL MANAGEMENT
GENERAL PROCESS MAPS

3.1. STRATEGIC PROCESSES

It is common in hotel management to design strategic plans to achieve their stated

objectives and goals. These plans can be short, medium and long term, depending on the

breadth and magnitude of the organization. That is, its size, since this implies the number of

plans and activities each operating unit must execute, whether at higher or lower levels.

3.1.1. QUALITY MANAGEMENT

Quality management is the aspect of the company's general function that determines

and applies the quality policy. Obtaining the desired quality requires the commitment and

participation of all members of the company; management responsibility falls on the

company's senior management.

3.1.2. STRATEGIC PLANNING

Strategic Planning is the process of developing and implementing plans to achieve

purposes or objectives.

Strategic planning requires that the people in charge of making decisions in a company are

clear about what kind of strategies they are going to use and how they are going to adapt

them to the different alternatives that will arise as they grow.

3.1.3. MARKETING AND PUBLICITY

Marketing analyzes the commercial management of companies with the aim of

attracting, retaining and building customer loyalty by satisfying their needs.

Stay tuned for new technologies and products from trustworthy vendors, like Google. When

developing your digital marketing strategy, you should ask yourself these questions: who

stays at my hotel? Why do they do it? Where do they come from? Knowing the answers will

make your job as a hotelier much easier.

ADVERTISING

Advertising is a form of impersonal, long-range communication that is paid for by an

identified sponsor to inform, persuade or remind a target group about the products, services,

ideas or others it promotes, with the aim of attracting potential buyers. , viewers, users,

followers or others.

4.1.4 CUSTOMER MANAGEMENT

The client already has an image of the hotel, as a result of the reservation process,

and has formed expectations.

The counter must strive to maintain these expectations and take care of the image of the

establishment (decoration, atmosphere, uniformity, treatment of staff...). A good or bad

reception from the client can affect the rest of the stay. The welcome impacts the customer's

perception of the company's image.

For a good reception, we must pay attention to all the details:

 Always keep your smile

 Put active listening into practice

 Adopt a calm attitude

 Establish a bond with the client through eyes

 Demonstrate enthusiasm and professional motivation, as well as a desire to

communicate

 Demonstrate tolerance and understanding

  Seek exceptional service

4.2 OPERATIONAL PROCESSES

Operational processes are a form of management made up of different

methodologies whose sole purpose is to improve the performance of a company. They are

all those processes that you can implement to optimize the internal functioning of your

business.

4.2.1 RESERVATIONS

The purpose of these confirmations is to inform subscribers that they have

successfully completed their reservation, so that they do not have any questions from that

moment on.

In general, they tend to have a primary informative function, but we can take advantage of

them to add additional information, so that you can turn what could be a simple stay into a

memorable experience at your hotel and contribute to the loyalty of customers who have

booked. with you, taking advantage of these emails to convert and gain subscribers.

4.3.1 DATA CONFIRMATION

The reservation confirmation is a recognition granted by the hotel to the guest for their

room request and also for the personal data provided at the time of reservation.

A written confirmation indicates the intention of both parties and confirms the important

points of the agreement, such as the name, arrival and departure date, number of guests

staying, room rate, type of room booked and others. details.

4.4.1 BILLING

Billing includes the entire process of evaluating and preparing vouchers for the

different departments, the accommodation service, meals, etc., that is, the process begins
from the moment the reservation form is taken, if it is the accommodation service, and it is

sent to the client, he finishes with the settlement statement, going through the preparation

and valuation of the invoice.

The first step is to make the order, which is the form that contains what the client

requested, but it is not valued. Afterwards, the invoice must be prepared, a task carried out

by the accommodation manager, while the order is taken by the service staff, the invoice

reflects in an already valued way what the client requested.

4.5.1 CHECK – LIST

The use of checklists in hotels to improve customer satisfaction is a tool that can

mean the difference between achieving an excellent experience for our customers or not.

One of the primary objectives that every hotel pursues is to satisfy the needs of customers

and in the case of hotels, this depends largely on the attention they pay to small details.

In fact, we can affirm that the use of checklists in hotels to improve customer satisfaction can

make the difference between an average experience and an excellent experience worthy of

recommending or repeating.

4.6.1 RECEPTION AND ACCOMMODATION

Receptionists reflect the public image of the hotel or establishment where they work,

make guests feel well cared for, respond to their queries and address their complaints,

seeking effective solutions in the shortest amount of time possible.

Hotel Receptionists welcome and assist guests upon arrival at the hotel and

throughout their stay at the establishment. Duties include checking guests in and out,

handing out keys, making reservations, preparing receipts, and collecting appropriate

invoices. In addition, they are responsible for responding to guests' requests and questions

and try to resolve their complaints. Receptionists can be considered the business card of the

hotel or tourist establishment.

4.3 SUPPORT PROCESS

4.3.1 HUMAN RESOURCES MANAGEMENT

Human resource management (HRM) is the function within an organization that

focuses on the recruitment, administration and direction of the people who work in the

organization. Unfortunately, small hotels face many human resources problems related to:

staff quality, staff training and development, discipline, unattractive salaries and benefits, and

high levels of turnover of senior staff members. youths. The survival of a small hotel may

depend on its ability to recruit efficient, qualified people, while providing them with incentives

to work at full capacity to maximize the property's profits.

The reality is that small independent hotels cannot succeed without the presence of an

efficient HR management system. Hotel owners play the biggest role in establishing such

systems, so they should be the starting point for changes.

4.3.2 ACCOUNTING CONTROL

The hotel sector needs administrative and accounting tools, like any other company,

that help it operate in an organized, competitive and profitable manner, since it could not

survive without adequate control and effective supervision of its operation; Nor would it do so

if it did not keep optimal accounting of its operations.

This work develops the main aspects of accounting focused on the hotel company and how a

hotel is ideally organized; It also describes the role of each of the departments that comprise

it.

The topic of accounting in the hotel is addressed and a list of documents (supporting

and accounting) is presented that are the basis for the accounting record; includes a catalog

where, in detail, it shows the types of accounts that exist, as well as instructions for these
and the internal control rules related to them. Likewise, it places special interest in those

subaccounts that present difficulty in use or interpretation.

4.4.2 SAFETY AND PROTECTION

It is important to run a hotel security program that does not compromise customer service.

Some hotels see this as a challenge because they believe security and customer service are

at odds. But the right tools and business practices really help you do both well.

Finding the right balance between customer service and security is essential for the long-

term sustainability of hotels. To help you with this goal, we want to share with you a list of 12

security tips.

Remember that evaluating your hotel's performance in each area will help you discover what

is working well, what needs to be improved, and where you could use new technologies to

gain an advantage over your competition.

4.5.2 SUPPLIER MANAGEMENT

It can be defined as the act or sequence that goes from when we request goods from

suppliers to their delivery to the hotel departments through the reception and conservation of

said goods.

However, we will go further, including prior negotiation with suppliers and subsequent

settlement with them.

In the purchasing process we can differentiate the following moments or phases:

o Previous study or purchase planning.

o Negotiation and selection of suppliers.

o Usual mechanics.

o Settlement versus administration/management and payment process.