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Quality service in the international hotel sector:
A catalyst for…
Quality service in the international hotel sector:
A catalyst for strategic human resource development?
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MAIN POINTS
To analyse a service quality initiative in an international hotel company from a strategic human resource development (SHRD) perspective.
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To analyse the examination of an international case, the Hilton Group plc.’s hotel operation.
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DISCUSSION & CONCLUSION
SHRD POLICY
Via Equilibrium, Hilton has adopted a strategic approach to ensure quality that explicitly combines its service offering with employee performance
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SHRD IN PRACTICE
quality initiative of Equilibrium has indeed attached a greater importance to HRD than before and it has triggered a move towards a strategic level of HRD
Hilton: market-driven in its holistic perspective that recognises intra-organisational collaboration, where managing quality and employee development are integral.
HRM and HRD are critical to the quality drive, contributing at strategic and operational levels, but are secondary to the quality service focus.
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