A Survey About the Hilton Hotel's Job Satisfaction

VI. Internal marketing analysis

Internal marketing is marketing companies to introduce the concept of the enterprise, that only the first in the internal market to carry out active marketing, companies can provide better services to customers in the external market. Implement internal marketing management need to focus on two aspects, namely the attitude of management and communication management. Gro Ruth's internal service marketing model is divided into eight parts, namely training, management support and internal dialogue, a lot of internal communication and information support, human resources management, a large number of external communication, develop systems and technical support, internal service recovery, market Research and market segmentation.

Hilton Group's brand manager of Homewood Suites Holt Hauser (Jim Holthouser), you want to hire an expert to help him revival of this downturn hotel brand. From the first day, he knew in his strategic plan, and equally important position occupied by the Renaissance Hotel, is this brand and other brands to distinguish, not only outside the Hilton Hotel group, and have in-house .

Holt, Houser said, "We have been diligently training and promotion Homewood brand personality. We This is not formal, staff in this work is very happy. We thank you mention, provide good training to employees, development opportunities and incentives. "And we did a lot of communication work to make the team work everyone wholeheartedly. Our team members are proud of Homewood brand, they want customers also love the brand. "

Several senior managers Holt Hauser and his men regularly frontline team members and the company held a conference call, as well as periodic conference calls with each general manager, the latest developments in order to understand the business. When outstanding staff, the Holt Hauser will be issued to a written thank-you note and call to congratulate him. Since Holt Hauser employees opened the door to information, they work very well. Moreover, employees in customer service performance is more on the floor, because they really prompted the company to take up the responsibility for the success of the brand. Holt Hauser said: "We always thought that internal marketing is as important as external marketing, and my experience here proved my idea is right." Five years later, Holt, Houser never encountered recruitment aspects of the problem. He said: "Now after issuing the recruitment post, the number of applicants exceeds the extent to which we can cope." The biggest problem facing the hotel industry is high staff turnover, but excellent staff Homewood has never left there.

Homewood hotel sluggish situation can be solved mainly due to internal marketing. Companies first employee as the internal market, to begin developing a brand awareness and brand value from the employee, so that service staff gain brand identity. In practice, the management attaches great importance to internal staff management and communication management attitude, a lot of conference calls and make internal marketing communication work to be fully developed. Meanwhile, in the good training and internal communication of the premise, good human resources management, through the improvement of the remuneration system and incentives for staff management in order to achieve the goal of internal marketing. Holt Hauser after market research market segments, the positioning in a market segment Homewood, distinguished from other brands, to play their potential and to attract, develop and maintain the "internal customers."

Seven. Employees authorized Analysis

Hilton management principles in their business process, sorting out the equipment in the value of one is: Although the same system, but should also maintain their own unique style to the city or country where adapt its based. The most important is to choose a good manager of his full authority.

People would rather spend a little more money, but also willing to live in the Hilton hotel opened. Because where people can really enjoy first-class service. Who lived in the Hilton Hotel we will find, where employees generally work hard, serious and responsible, affable, polite. Hilton has said frankly: I do hope that all of my employees are wealthier, both can be used as the owner of the hotel, dedicated to work. To accomplish this, the most effective way is to encourage managers and all employees of various departments of the investment to the shop. When the personal interests of the success of the hotel and staff together, who would have done better. Currently, distributed in more than 200 Hilton hotels around the world, employs approximately 40,000 people. Many of these managers and senior staff are from the waiter and other staff through grass-roots work, and gradually picked up. Because these people have more experience, and many people are minority shareholders hotel, so the management work done particularly well. It is also a feature of the Hilton management business. His ascension to everyone are trust, let them play in a range of occupations talents, bold and responsible work.

 Implementation Services Authorization

Reducing layers of management, implementation services authorization is an effective way to enhance the quality of service. In order to improve the quality of service, the Hilton organization established inverted pyramid-shaped, front-line staff in the inverted pyramid, and the implementation, management, decision-making down in order of priority, for authorization to operate layer.

At the Hilton, employees in direct contact with customers is the most important part. Hilton employees were fully authorized, so that they face the problem when there is the right to make a decision.

The traditional pyramid organization structure which, most front-line employees have no right, when it occurs service disputes, they need to up layers of reporting. When the higher-level decision, order a further downward communication, and customer need is quick solution. In such a process, customer dissatisfaction and complaints to the company not only will not be reduced, there may be increased. Hilton average $ 2,000 to each employee authorization, which does not only give employees small free space, but also improve the economic efficiency of the hotel.

Hilton stressed on the basis of standardized services, but also emphasis on personal service. In order to ensure quality of service, the Hilton on the quality of the staff have clear requirements: the Hilton employees in addition to a high professional skills and professional ethics, but also has a strong mental capacity, analytical skills, ability to deal with emergencies. Especially good at standing on a "empathy" considerate, understanding, understanding, thoughtful guest on the guest's position. It can be said, high-quality staff for the Hilton service system to create and lay a solid foundation.