Cross-Cultural Training at Hilton Hotels: A Strategic Analysis
The purpose of this study was to identify opportunities to improve the cross-cultural and cultural-awareness training at Hilton Hotels International, Inc. This study was important because Hilton Hotels compete in 78 countries across six continents and hosts guests from virtually every country in the world during a given year. In order to continue to its efforts that began in the late 1990s to rebuild its eroded brand, Hilton Hotels has sought to exceed customer expectations at every turn. To achieve this goal, the study examines how Hilton Hotels can identify existing resources and use them to their optimal effect in developing timely human resource responses to the need for cross-cultural and cultural-awareness training. To this end, Chapter One of the study introduces the company and the issues under consideration, followed by a SWOT analysis of Hilton Hotels in Chapter Two. An analysis of the world's most widely spoken languages and their impact on Hilton Hotels in Chapter Three is followed by an examination of international cross-cultural issues in Chapter Four. Finally, a discussion of the main themes that emerged from the research in Chapter Five is followed by a summary of the findings and important points in the study's concluding chapter.