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Recruiting International Talent to Fill the Skills Gaps in your Organisation
Robert Zajko
Director of Talent Acquisition
Europe, Middle East and Africa
5th November 2013
© 2013 Hilton Worldwide Confidential and Proprietary
At Hilton Worldwide, our people make the difference when it comes to every facet of the guest experience. Recruiting the very best talent, and providing outstanding career development opportunities and learning experiences, is a critical part of our business strategy.
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We define Talent as individuals we identify as having the
ambition and capability (the so called ―will and the skill‖) to go
further at any level of the organisation
© 2013 Hilton Worldwide Confidential and Proprietary
• Hilton Worldwide is a global company represented in
90 countries and territories and our guests, suppliers,
owners and community partners come from all over
the world
• It makes business sense to develop and execute
strategies to attract people to work in our hotels that
reflect our customer base
• Hilton Worldwide is a performance-driven company,
willing to reward and recognise positive contributions
from all levels
• Our Team Members come from more than 90
countries and understanding their unique perspectives
is essential to our success and to driving our
performance in an increasingly competitive global
economy
Why global talent is important to us
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© 2013 Hilton Worldwide Confidential and Proprietary
• A unified culture
‒We consider our workforce to be unified behind our strong culture, underpinned by our values,
compelling growth and vision
• Global talent strategy
‒We are committed to perpetuating a culture of excellence, continuous improvement and innovation,
providing the training and development opportunities for all Team Members to succeed
• Exceptional career opportunities
‒We work hard to create (and measure) a culture of opportunity for all, we espouse the ethos that
diversity and inclusion provide strength and a strong link to our customers and the communities we
operate in
3 key elements
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Unified Culture
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© 2013 Hilton Worldwide Confidential and Proprietary
• Our people are passionate about our Values, our brands, our guests
• We seek to celebrate the unique cultures of our global communities, develop talent, workplace and
marketplace strategies to create a work environment of inclusiveness
• Our senior leadership is committed to investing in programmes that promote diversity, such as
inclusion training, and respect for international traditions and customs. We also aim to increase our
presence in local communities through team member volunteerism, partnerships and giving
programmes
• We foster a culture of constant collaboration and communication—across populations, locations and
brands-in order to work better together, and make improvements as needed
• A generous education, learning and development curriculum open to all including training courses to
overcome cultural barriers
Unified culture
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© 2013 Hilton Worldwide Confidential and Proprietary
H360 and Blue Energy
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Global Talent Management
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© 2013 Hilton Worldwide Confidential and Proprietary
We have put an integrated Talent Management strategy in
place, to provide an overarching framework
Our global Performance Management, Talent Review and Personal Development Processes are well established.
We are now focusing on optimising the links between performance outcomes, personal development and career growth,
supported by the system functionality that is now in place across these three key areas.
Performance
ManagementTalent Reviews Personal Development
Objectives
Competencies
PDPs
Coaching & Feedback
Calibration
Performance Reviews
Link to reward
Business critical roles
Performance & Potential
Personal profiles
Assessing bench strength
Succession Plans
Talent Pools
Movement of talent
Learning with HWU
Self development
Stretch assignments
Development programs
Career pathing
Transfers
Promotions
SYSTEM PLATFORM
© 2013 Hilton Worldwide Confidential and Proprietary
Taking it to the next level …
Our leadership development programmes enable our identified hotel
talent to effectively transition up through the organisation to GM
level.
They are regarded as being amongst the best in the industry. We
regularly refresh them to ensure they are both leading edge and fit
for purpose, with global application and consistency in content,
branding and collateral.
These global programmes are supplemented by Regional and
country programmes e.g. in China, in Saudi Arabia.
Our programs, including our GM development, have recently been
recognised with a Best Practice Institute Global Leadership Award.
Our growth requires us to have a strong Hotel Operations
leadership development portfolio
© 2013 Hilton Worldwide Confidential and Proprietary
Our global programs follow a stepped approach
Our management programmes provide line level managers with the capabilities to excel in their current jobs.
Our leadership programmes enable our top talent to move up through the organization.
Our General Manager development offerings ensure our leaders are at the top of their game.
GLOBAL MANAGEMENT DEVELOPMENT PROGRAMS
MDP 1: Management 1
MDP 2:Management 2
MDP 3: Pro Active Leadership
GMDP 1: Graduate Scheme
GMDP 2: Future
Hotel Executive Committee
GMDP 3: Future hotel
General Manager
GLOBAL LEADERSHIP DEVELOPMENT PROGRAMS
GENERAL MANAGER
DEVELOPMENT
© 2013 Hilton Worldwide Confidential and Proprietary
We apply these guiding principles to every programme
A framework of global development programmes for our identified
talent, delivered consistently throughout the business, while
accommodating local cultures and needs
Structured learning journey based around three key areas:
personal, technical, and leadership
High connectivity with business leaders and specialists
Hilton Worldwide‘s six global core competencies embedded
Consistent selection criteria and high quality programme content,
materials, collateral and communication
Integrated with our Performance and Talent Review processes
Local programmes do not replicate global programmes
Consistency facilitates international mobility
© 2013 Hilton Worldwide Confidential and Proprietary
School(s)of Brand
Education
School of Luxury
School of Food and
Beverage
School of Rooms
and Related
Full Service &
Luxury
Focus Service
School of Sales
School of Revenue
Management
School of eCommerce &
Customer Marketing
School of HRCC
School of Timeshare
(Hilton Grand Vacations)
GM Focus
SVP & VP Focus
School of Management
School of Human
Resources
School of Finance
School of HSM
School of Technology
Hilton Worldwide University is also a great resource
Hilton Worldwide University (HWU) is our e-learning LMS platform. It provides every Team Member with direct access to the
learning they need to perform well in their current role, support their growth and work towards their future career aspirations.
HWU has over 2,500 pieces of learning content and provides more than 5 million hours of training each year to our Team
Members globally. It is a blended approach to suit the learning style and time available to each individual: e-books, webinars,
videos, apps, residential courses, etc. The College content is set out under our six core competencies.
© 2013 Hilton Worldwide Confidential and Proprietary
Case study - Conrad Dubai
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Opened August 2013
Employees from 64 different countries
Speaking over 100 languages between them
• Team Member accommodation
• Team Member dining
• Induction and training
• Brand training
• Team building events
• Shared culture
• Pride Hotel – Brand – Region - Company
© 2013 Hilton Worldwide Confidential and Proprietary
Team Member accommodation
1. xxx 2. xxx 3. xxx Notes: xxx Source: xxx
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Exceptional Career Opportunities
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© 2013 Hilton Worldwide Confidential and Proprietary
1. Leverage technology to provide a repository of internal talent with granular information and metrics
around general and individual differentiated talent data
2. Access that global talent data from every geography
3. Robust talent management and deployment processes brought alive by engagement between HR
and the business
4. Achievement reports on talent import/export and internal promotion metrics
5. Ensure global opportunities are accessible to all team members
6. Leverage technology to provide a repository of external talent and alumni and access that data from
every geography
7. International networking
Track and measure
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© 2013 Hilton Worldwide Confidential and Proprietary
• Candidates experience a consistent and efficient recruitment process. The transition from
―candidate‖ to ―Team Member‖ is seamless, so that new hires feel acclimated and productive on their
first day
• We measure candidates against a clear set of global competencies to ensure fairness, with specific
criteria tailored to location, brand and role
• Our job levels and internal titles are globally consistent to ensure equitable rewards and to make it
easier for all members to take advantage of career opportunities across the enterprise
• We make it easy for Team Members and candidates to engage and access all opportunities, many in
local language
• Ensure hiring managers, suppliers and all touch points are consistent in message
• Language of hospitality and service is universal - most Team Members speak English to serve our
clients, we offer English language courses everywhere
• Consistency supports internal mobility
Recruiting
The hospitality industry has a great story to tell
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© 2013 Hilton Worldwide Confidential and Proprietary
A diverse audience needs a diverse approachSome of the Hilton Worldwide Activities
Mentors
Careers@Hilton Live and Global Week of Service
ApprenticeshipsCareers Talks
and Fairs
Leverage Suppliers
Structured Work Experience and
Internships
Global Hotel Schools and
University partnerships
Job Shadowing
Social Media
School and Colleges
programme
Hiring Manager Education
Industry, Charity and NGO
partner events
© 2013 Hilton Worldwide Confidential and Proprietary
• Second annual Careers@HiltonLive event took place from 22nd April to 3rd May 2013 across
Europe
• 200 hotels hosted over 320 events, reaching an estimated 20,000 young people
• Events aimed at raising profile of hospitality as a career choice for young people through careers
advice, employability and life skills
• Event highlights:
• 320 young people at Rome Cavalieri for the final of a schools business competition
• Careers and advice fair at Hilton Amsterdam for over 400 young people
• Hosted Big Conversation at Hilton Liverpool, in conjunction with British Hospitality Association and Springboard –
over 250 industry leaders and young people attended
• Local college took over running of Hilton Avisford Park for the weekend
• Regional Head Office careers speed dating event for schools
• Launch of Schools Work Experience programme in UK as part of Youth Strategy
• 550 + Hilton brand hotels Youth in Hospitality initiative
Create signature events – Careers@Hilton LiveBuilding local participation and ownership
© 2013 Hilton Worldwide Confidential and Proprietary
Design / implement innovative solutions to meet HW‘s
workforce needs in key markets across its portfolio and provide
youth with job skills and career opportunities
Saudi Arabia
• Integrates Passport to Success life skills programme in 4 HW hotels in
KSA
• Supports national Saudization policy; HW planned country, regional
growth
• Adapted 30 PTS lessons, selected by GMs, to the KSA cultural
context
• Conducted training of trainers with HW Regional Training Manager
and 9 employees from 4 HW properties and other NGO training
specialists
• Currently, pilot testing with one cycle of implementation with 8-15
youth employees per property
Supporting HW through local programme deployments
© 2013 Hilton Worldwide Confidential and Proprietary
In conclusion …
In Hilton Worldwide, it‘s all about understanding and valuing
people; those who work for us, and those who stay with us
around the world. And as one of the world‘s leading hotel
companies, we have a passion - and a responsibility - to help
our talent to develop and grow, to build their future and ours.
We value our diverse workforce and marketplace, and we
ensure a culture of excellence in everything we do.
Our leaders are passionate about our Values, our brands, our
guests and our Team Members. They have the belief and
courage to see the possibilities, relish the challenges and inspire
our worldwide team. They are committed to learning, growth
and leadership as a way of life.
We are proud to be Hilton Worldwide.
Hilton Worldwide – a company of firsts!
© 2013 Hilton Worldwide Confidential and Proprietary 24
• Hilton Worldwide is a leading global hospitality
company, spanning the lodging sector from luxury and
full-service hotels and resorts to extended-stay suites
and focused-service hotels
• For 94 years, Hilton Worldwide has been dedicated
to continuing its tradition of providing exceptional
guest experiences
• The company‘s portfolio of ten world-class global
brands is comprised of more than 4,000 managed,
franchised, owned and leased hotels and timeshare
properties, with more than 665,000 rooms in 90
countries and territories
• The company also manages an award-winning
customer loyalty programme, Hilton HHonorsTM
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