The Corporate Culture of Hilton Hotel Group Company

Hilton Hotel was established in 19 19. In less than 90 years, it has grown from one hotel to more than 100, covering all major cities on five continents and becoming one of the largest hotels in the world. For more than 80 years, the business of Hilton Hotel has been so good and its wealth has grown so fast. The secret of its success lies in firmly establishing its own enterprise concept and implementing this concept into the thoughts and behaviors of every employee. The hotel creates a "feel at home" cultural atmosphere, pays attention to the cultivation of corporate staff etiquette, and is reflected in the "smile service" that serves people's stomachs. Konrad Hilton, the 89-year-old chairman of Hilton Group, has been patronizing Hilton Hotels and hotels all over the world for more than 50 years. Hilton flies from one continent to another and from one country to another every day. I made a special trip to see if Hilton etiquette is implemented in the actions of employees. One of his many books is called Feeling at Home. Today, this book has become the "Bible" for everyone who watches the Hilton Hotel. Today, Hilton's assets have grown from $5,000 to tens of billions of dollars. Hilton Hotel has successively annexed the Hostaux Leah Hotel in waldorf, new york, which is known as the "king of hotels", and bought the Prassa Hotel in new york, which is known as the "queen of hotels", and has a prominent reputation in the global hotel industry.

"Did you smile at the guests today?"

Enterprise etiquette is the soul of an enterprise. It includes hospitality etiquette, management style, employee demeanor, environmental layout style and internal information communication mode. Corporate etiquette often forms traditions and customs, which embodies the business philosophy of enterprises. It gives enterprises a strong human touch and plays a subtle role in cultivating enterprise spirit and shaping enterprise image. Hilton attaches great importance to employees' civilized etiquette education and advocates employees' smiling service. Go to at least one Hilton Hotel every other day to contact the hotel service staff. The most frequently asked sentence for people at all levels (from the general manager to the waiter) must be: "Did you smile at the guests today?" 1930 was the worst economic depression in the United States. American hotels closed down 80%, and Hilton hotels lost money one after another. They were once in debt of $500,000. Hilton is not discouraged. He called every hotel employee and gave them a special explanation and appeal: "At present, the hotel is losing money and living on debt, so I decided to tide over the difficulties. Once the American economic panic period is over, our Hilton Hotel will soon be able to enter a situation where clouds disperse and flowers bloom on the moon. Therefore, I ask you to remember that Hilton's manners must never be forgotten. No matter how difficult the hotel itself is, the smile on the waiter's face of Hilton Hotel will always belong to the customer. " In fact, among the remaining 20% hotels that have closed down one after another, only Hilton Hotel attendants have beautiful smiles. Just after the economic depression, Hilton Hotel System entered a new period of prosperity and a golden age of management. Hilton Hotel then enriched a batch of modern equipment. At this time, Hilton called a meeting of all the staff of each hotel. She would ask, "Now that our hotel has added first-class equipment, what first-class things do you think must be matched to make guests like it better? After the staff answered, Hilton smiled and shook her head and said, "Please think about it. If there is only first-class equipment in the hotel and there is no first-class waiter's smile, will those passengers think that we have provided everything they like? Without the waiter's beautiful smile, it is like losing the spring day and spring breeze in the garden. If I were a tourist, I would rather stay in a hotel where smiles can be seen everywhere, even though there are only worn carpets, than walk into a place where only first-class equipment can see smiles ... "When Hilton visits the Hilton Hotel in a certain country by special plane, the service staff will immediately think of one thing, that is, their boss may come to him at any time and ask the famous saying," Did you smile at the guests today? "

Standing at the forefront of the times, Hilton left her hometown of New Mexico when her father's career failed at the age of 3/kloc-0. Before that, he worked as a worker, businessman, mine speculator and so on. After leaving his hometown, he came to Texas, an oil-rich country, ready to make a difference, but the total amount of money around him was only three yuan. He wants to start a banking business, but he has too little capital. As a result, he bought Mumble Hotel, and the target customers were oil workers and businessmen. This is the starting point for the world hotel king to start his own business. The secret of Hilton's success is to manage the hotel industry as an "enterprise" from the very beginning. Naturally, he tries to make himself feel at home, but he regards it as a kind of real estate. As long as there is an opportunity, he will buy those hotels that are about to close down at the lowest price, then transform the buildings, rearrange their operations, make their business upward, and then find opportunities to sell them at several times the purchase price to expand their capital. To this end, he always bears a lot of debts, so that he buys hotels beyond his strength. He often tries to transfer funds from banks or individuals. As a result, he has to work hard among creditors. However, he is really a genius in this respect. Hilton Hotel Company is located in Buckpenny Street, new york, on the 43rd floor of waldorf. Hilton's enthusiasm for buying the world's tallest hotel will excite the audience. This hotel is the most famous in the world. Kings, queens, heads of state, princes, bishops and other important people from all over the world lived here. No wonder Hilton said when she mentioned this past event: "Buying out Waldorf was a turning point in my life history! The night of the successful acquisition may be the best night of Hilton's life. It is said that Hilton stood in Waldorf's yard that night, looking up at the towering building, immersed in ecstasy, motionless, unaware of the whiteness of the East. It has been 18 years since he decided to buy it and he succeeded.

Hilton is a competitive and adventurous entrepreneur. He brought a lot of trouble to the development of the enterprise. 1 ~ 7 years, Mishima, president of Japan Dongji Company, shouted angrily: "For Japan's national interests, we will go all out!" This is Mishima's attitude when the so-called Tokyo Hilton Hotel incident happened. Generally speaking, this incident is regarded as the infiltration of foreign capital into Japan, which is really a blow to Japanese economic circles, especially the hotel industry. Hilton Hotel in Tokyo is one of the career tentacles of Crandall Nixon Hilton, the world hotel giant. The so-called "Hilton Shock" and its influence have spread all over Japan. In any case, Hilton is a strange figure who often shows off in mass communication. Time magazine and Life magazine in America describe him carefully with special reports every year or two, with few exceptions. Why is this happening? I can't say anything decent. In a word, Hilton is very American. He can also keep a keen eye on the trend of the times and is the representative of American-style operators. Because of this factor, the Hilton Tokyo Hotel incident triggered by him naturally has extraordinary significance. The Japanese ruling and opposition parties not only regard this incident as an event in the hotel industry, but also as a crisis in the Japanese economic community. However, the relevant comments are fair. In the case of Hilton Hotel in Tokyo, the Tokyo District Court ruled that Hilton won the case, but Tokyo lost. Japanese public opinion believes that the judgment favors Hilton. Hilton's troubles overseas did not start with the Tokyo Hilton incident. Earlier, when he built the Hilton Hotel in London, it caused an uproar among the British government and the public. Why? Because this hotel is built near Buckingham Palace where the Queen of England lives, you can see the courtyard of Buckingham Palace from the upstairs of the hotel at a glance. How can this not cause trouble? However, Hilton persisted in the end, and the building was completed and opened in the face of opposition. This can prove one thing. He satisfied Americans' curiosity and let them use American sanitary equipment and luxurious beds in rooms overlooking the courtyard of the British palace. Are you afraid that business is not prosperous? When he was still in his hometown of New Mexico, he and his father got a job as bank assistants. At that time, he used such a business card, "Crane N Hilton's love introducer, my love, kiss and sharp hug are unparalleled." This kind of business card is really surprising, but this character is really Hilton's nature, and it is no exaggeration. In other words, Hilton's business strategy is his personal desire. The two are one thing and can never be separated. He said it himself: "When it comes to human desires, it is indeed a bottomless pit. Anyway, my wish is to stand at the forefront of the times and be a hotel king. So I want to buy off Waldorf. In short, it is my strategic goal to board the throne of the hotel industry. "

Therefore, Hilton takes the form of an enterprise and strives to achieve its goals. Buying off Waldorf is not only his personal wish, but also his corporate tactics. Hilton is a typical white American, as long as the business card mentioned in the last article can be seen at a glance. He likes dancing, and his partners are limited to "beautiful young ladies". He often says, "I am over 80 years old, but I still have plenty of energy." Because I always stand at the forefront of the times! "This attitude is indeed the foundation of his success. But judging from his history, he entered the hotel industry at the age of 3 1, but he did not pretend to be a hotel owner, and regarded it as a kind of enterprise from the beginning. Therefore, Hilton Hotel not only makes money by attracting tourists, but also deals in real estate whenever possible, so as to expand its capital at any time. Hilton, who succeeded because of this change, not only had confidence in her own business, but also knew that hotel management should keep pace with the times, so she had a new management concept. He has formed the habit of always paying attention to the changes of hotel functions, that is, in this era of increasing traffic progress, especially the increasingly developed aviation network, no matter how far apart the two places are, it is impossible to arrive at dawn. In this era, the function of the hotel is not only for the accommodation of tourists, but also for the news release of big companies, the release of new products, or the gathering of big companies, and so on. Pay attention to his movements from time to time in mass communication; The reason for reporting again and again is to see through Hilton's response to modernity, which is of great value to the public. Hilton does have an innate "talent", but one of his outstanding abilities is acquired the day after tomorrow, that is, the ability of operators. His courage to enter overseas vigorously comes from his ability to apply theory and practice to capital, which constitutes the strategy of overseas expansion and is invincible. 1In July, 963, at the inauguration ceremony of the 33rd Hilton Hotel in new york, Hilton announced: "So far, there will be no hotel in China for the time being", because he foresaw that the hotels in the United States would soon reach saturation and the operation of the hotels was uneconomical. At that time, the so-called non-vacancy rate in the hotel industry had gone downhill. For example, 1946, the vacancy rate is only 7%. But by 1962, 38% of the rooms were only exhibited in Kugaji. " Capital is wasted in this way, it should be ... "As an operator, how can capital be wasted? As a result, Hilton turned to foreign countries to find a way out and let the capital work. A few years ago, Hilton gave a speech at an autonomous club in San Francisco. The content of this speech can be said to be a general exposition of his business philosophy. He said: "The management of Hilton International Enterprises is based on a unique philosophy. We develop our business overseas, not for the benefit of the United States, but for cooperation with overseas entrepreneurs. Operating hotels abroad is naturally for the benefit of domestic shareholders. However, if the purpose is only here, there is no need to develop any business overseas, because this goal can also be achieved at home. "Under this premise, the propaganda slogan of Hilton enterprises is' promoting world peace through international trade and travel', and emphasizes that every Hilton hotel is a' representative of the United States', that is, an emissary to promote international goodwill. More precisely, Hilton is the emissary of American capital.

In order to meet the needs of its capital operation, Hilton has made great efforts to develop overseas hotels and markets, and he can foresee all future developments. He saw that the middle class became richer and richer, and they were keen to travel abroad-most of them took advantage of business. Especially after half a lifetime of long-term hard work, I saved money for travel. According to their needs, Hilton has built American luxury hotels in major cities abroad, so that they can enjoy the atmosphere enjoyed by the upper class. As long as they stay at the Hilton Hotel, what they want to achieve is not difficult, and they can also comfort themselves, so-called upper-class enjoyment, but that's all. Hilton's business genius lies in his keen grasp of this change, so as early as 1948, he set out to build an overseas hotel network with the aim of attracting this group of new customers. In order to cooperate with this strategy, he also formulated route support tactics to facilitate passengers to travel between hotels. Let the hotel industry, which has no room for development at home, find a broader way out and seek development abroad. The incident at the Hilton Hotel in Tokyo was the result of the new tactics of Hilton and WA Airlines. On the opening day of Hilton Tokyo Hotel, Hilton personally went to Japan to attend the ceremony. At that time, he once told reporters, "I will try my best to build a hotel kingdom. As for international goodwill and world peace, that is a natural thing. " Say that finish laugh invincible. At that time, someone asked him what was the secret of mastering frontier management, and Hilton was meaningful. He said: it's my secret to be at the forefront of the times. 1. Corporate image refers to the general impression and evaluation of an organization, individual or product by the public. Employees are a part of the whole enterprise, and customers' impression of employees will be directly reflected in the evaluation of the overall image of the enterprise. In the shaping of employees' self-image, the consistent etiquette of enterprises directly affects the shaping effect of employees' image. This is why Hilton should pay attention to the etiquette of employees. Corporate etiquette contains a lot of contents, but the personal style, personality and corporate philosophy of corporate leaders are highly representative and imitative. For example, Konrad Hilton, chairman of Hilton Hotels Group, attaches great importance to corporate etiquette and shapes corporate image through etiquette. To this end, he formulated and strengthened the measures that can finally reflect Hilton etiquette, that is, "smile service". In order to exert the charm of smiling, he visited Hilton hotels all over the world. Due to Konrad Hilton's emphasis on company etiquette, his subordinates performed well and formed their own traditions and habits. Of course, the establishment of perfect rules and regulations in enterprises will help employees write better. The performance of corporate etiquette is the majority of employees, and whether employees can implement corporate etiquette well depends on their own quality, cultivation, moral sentiment and so on. Therefore, strengthening employee training and improving the quality of employees can make employees better understand; Carry out the business philosophy of the enterprise and turn the implementation of corporate etiquette into their conscious and spontaneous behavior. Successful enterprises regard employee training as the top priority of their survival and development, which is why Hilton always asks the famous saying:' Did you smile at the guests today? "

2. In his autobiography, Donald Hilton summed up his life and summarized several elements of success:

(1) Be ambitious, have grand ideas, be generous in practice and have great dreams. How much development, value and achievement do you want? You must set up your ambition and ideal. The same piece of iron is only worth 10 yuan after being cast into a horseshoe. It costs 3 yuan for a magnetic needle and 300,000 yuan for a watch. People should set bigger goals for their future and realize their greatest value. Dream is an imaginative thinking, backed by enthusiasm, energy and expectation. Hilton had many dreams in her life. It can be said that his career is a dream-seeking journey. Zhu Ge's dream, banker's dream and hotel king's dream. After he entered the hotel industry, his imaginative dream became the forerunner of his action. With the development of his career, he has more and more dreams and turned them into reality. Dream that everything starts here. (2) discover your unique talents. Hilton believes that people's talents are different: everyone can have the same career, so don't worry about taking the time to find a foothold; Hilton said that it took him 32 years to explore his strengths. At first, he was just a small clerk, but there was nothing shameful about it. At first, Washington was just an inspector, while Mao Mu studied medicine before writing. In the end, they all found jobs that can give full play to their talents, and they are all successful. Don't be put into a fixed track and lose your world because of your elders or salary. Don't hesitate because you don't know your strengths for the time being, open up bravely! You will find out what you can do.

(3) enthusiasm and persistence. Hilton pointed out from her own experience that enthusiasm is an indispensable condition for anything. Maybe you do have a gift, but only enthusiasm can give full play to your talent. Enthusiasm is an infinite motivation. Sir Lane, an architect who built 52 churches in London, has been studying hard for five years since he retired at the age of 86, trying to acquire knowledge of literature, astronomy and religion. Roman politicians were still learning Greek at the age of 80, and Greek historian Blatas Coe didn't start learning Latin until he was old. Italian composer Vere also made an immortal opera similar to otero when he was 8 years old.

(4) Don't worry too much. A successful life should be balanced, whether it is thought, behavior, rest or entertainment. People who know the art of living will neither work to death nor play until they are exhausted.

Don't dwell on the past. Hilton suggested that people should not always regret their past mistakes, and should not always rush to reproduce their past glories, which is tantamount to tying themselves to past memories. Yesterday has passed, so it is wise to learn from yesterday's mistakes. Don't let what you have occupy your thoughts and feelings. Hilton thinks he has everything, but in fact he has nothing. In his mind, money is not the root of all evil, but the greed for money is the root of all evil. Of course, the more money, the better, but you should control it, not let it control you. Not only money, but everything is like this. Hilton pointed out that if you find that you can't live without something, you'd better throw it away, so that you can be truly free. Hilton's philosophy of life and business philosophy are interlinked, and many of them are life wisdom learned from business practice.