关于希尔顿酒店企业文化英文论文.doc
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关于希尔顿酒店企业文化英文论文.doc
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CorporateCultureofHiltonWorldwide
Abstract:
InthisthesistheauthorstudiesandanalysesthecorporatecultureofHiltonWorldwide,aworldwide-leadinghotelinitsfield,andhowthecharacteristiccorporateculturehascontributedgreatlytothecorporation'ssuccess.
Keywords:
corporateculture,HiltonWorldwide,serviceindustry
HiltonWorldwideisanAmericancorporationspecializinginhotelindustrywhichoccupiesthedominantplaceinitsfieldthroughouttheworld.Itisthemothercompanyofseveralhotelbrandsthroughouttheworld.Itconsistsof2157hotelswith345141roomsandhasover77,000employees.HiltonWorldwidehasthefullrightfortheHiltonname.ItwasinitiatedasasmallandmostordinaryB&B(BedandBreakfast,家庭小旅馆)in1907byConradHilton,whowasonlya20-year-oldyoungboyatthattime.Bynowover100yearshavepassedandthisprimarysmallhotelhasgrowupintosuchaworld-renownedcorporationanditsowncharacteristiccorporateculturehasbeenformedduringitsstruggleonitswayofdevelopmentandsuccess.
Corporatecultureisabroadtermusedtodefinetheuniquepersonalityorcharacterofaparticularcompanyororganization,andincludessuchelementsascorevalues(核心价值观)andbeliefs,corporateethics,andrulesofbehavior.Itcanbesummarizedasthefirm’sorganizationalphilosophy.Itnavigatesthemanagementandthefuturedevelopmentofacompany.Excellentcorporateculture,asanimportantcomponentofthecorecompetitivenessofanenterprise,isthemotivatingpowerthatdrivesanenterpriseahead.
HiltonWorldwideisacompanyspecializesinhotelindustry,andthisindustrybelongstotheserviceindustryinwhichthequalityoftheserviceactsasthedecisiveelementoftheprosperityofthecompany.ConradHiltonhassaid:
"I'dratherchoosetostayinahotelwhichonlyhasragsonitsbedbuteverybodyinitissmilingatmethantostayinonewheretheguestsaretreatedcoldly."Asamemberoftheserviceindustry,Hiltonandhiscompanyvaluethisgoldenprinciplemorethananyothercompaniesinthesamefield.
Herearethevision,missionandvaluesoftheHiltonWorldwide:
Vision:
Tofilltheearthwiththelightandwarmthofhospitality.
Mission:
Wewillbethepreeminentglobalhospitalitycompany–thefirstchoiceofguests,teammembersandownersalike.
Values:
H
HOSPITALITY–Wearepassionateaboutdeliveringexceptionalguestexperiences.
I
INTEGRITY–Wedotherightthing,allthetime.
L
LEADERSHIP–Weareleadersinourindustryandinourcommunities.
T
TEAMWORK–Weareteamplayersineverythingwedo.
O
OWNERSHIP–Wearetheownersofouractionsanddecisions.
N
NOW–Weoperatewithasenseofurgencyanddiscipline.
TherearetwomainpointsinHiltonWorldwide'scorporateculture,theyarethe"smilingservice"andthe"homeawayfromhome"service.
First,thesmilingservice.
ConradHilton,asthechiefexecutiveofficerofHiltonWorldwide,keepsanamazinghabitsincethedaythecompanywasborn.Everydayhegoestoatleastoneofhishotelspersonallytochecktheworkingstateofhisstuff.Andeveryonehecomesacrossisquestioned:
"Haveyousmiledtoyourgueststoday?
"Thisactmaybesimple,butitremindsthestuffoftheessenceoftheircareer,thatistoservetheirguestswhole-heartedly,withrespectandwarmth.
In1930,theUSAwasundertheattackoftheeconomiccrisiswhen80percentofthehotelsoftheUSAhadgonebankruptcy.TherewerenoexceptionsinHiltonandhishotelsalsocloseddownonebyone.ThedebtsofHilton'scompanyhadonceincreasedtoasmuchas500,000USdollarswhichwasagreatamountofmoneyatthattime.UnderthispessimisticcircumstanceHiltoncalledhisstufftogethertorevealthiskindofwarning:
"Wearegoingthroughahardtimenowandwemustpersevereuntilthingsgetbetter.Weshouldfirmlybelievethatassoonasthecrisisfadesaway,ourcompanywillsurelycomebacktolife.SoIremindyouagainoftheEtiquetteofHilton:
'Neverputyoursorrowonyourface.Nomatterwhatdifficultieswearedealingwith,thesmileoftheHilton'stuffbelongstoourguestsforever.'"Withthisprincipleintheirmind,theHiltonandhiscompanyfinallysurvivedthatperiodofdimtime.
Notonlytothegueststheyarealwayssmiling,thewholecompanyisfilledwithakind,democraticandrelaxedatmosphere.Unlikemostothercompaniesinwhichtheclassofthestuffareveryapparent,stuffofHiltonWorldwide,nomatteranordinarywaitressorthechiefexecutiveofficer,arefreetocalleachother'sEnglishnamedirectlyinsteadofaddressingtheirtitles.Thisreleasesthestufffromthepressoftheirbossesandmakethemfeelrespectedandvaluedinthiscompany.Thustheycouldworkinrelaxedandhappyspirit.
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