Individual report- Batch 90

Assignment Cover Sheet

Qualification Module Number and Title

HD in Business Management BM4152: Managing People

Student Name & No. Assessor

Name: K.P.D Harini Mayuri Wickramarathne Mr. Dinum Nisansala
Student No: 40
Handout date Submission Date

Assessment type Duration/Length of Weighting of Assessment

Assessment Type
Coursework Report (4500 words) 100%

Learner declaration

I, K.P.D Harini Mayuri Wickramarathne certify that the work submitted for this assignment is
my own and research sources are fully acknowledged.

Marks Awarded

First assessor

IV marks

Agreed grade

Signature of the assessor: Date:

FEEDBACK FORM

1
 Individual report- Batch 90

INTERNATIONAL COLLEGE OF BUSINESS & TECHNOLOGY

Program HD in Business Management 1st Attempt 2nd Attempt

No of
(Original  (Re-
Attempt
Unit No BM4152 Submission) submission)

Unit Managing People

Assessment type &
Individual Report (100%)
(Weight)

Student K.P.D Harini Mayuri

Assessors’ Name & Sig.
Name Wickramarathne.
Date of Evaluation

Task No Task Assessors’ Feedback

Explain the HR practices followed by the

selected company in HR Planning,
1 Recruitment & Selection, Reward
Management and Exit processes.

Analyze the health & safety measures

followed by the selected organization to

2 protect employees from hazards and give

suggestions to further improve work
place safety.
Evaluate the key factors which
influence employee behavioral
differences at work and discuss how to
3
enhance positive employee behavior in
the selected organization.

Explain the key elements of the

organizational culture of the selected

4 organization and how culture affects

employees’ commitment within the
organization.
Identify the types of groups available
in the selected organization and assess
5 the impact of group behavior on
achieving organizational objectives.

Assess how a change can be

6 successfully managed or implemented

2
 Individual report- Batch 90

in the selected organization applying

Kurt Lewin’s change management
model to a possible future change
situation in the organization.
A Proper report by following the
7 guidelines.

*Please note that the final result of an assessment is subject to Exam Board review. Above is a
constructive feedback only.

Hilton Hotel Colombo

Coursework – Individual report

Prepared by,
K.P.D Harini Mayuri
Wickramarathne
Student no. – 40
HD/BM Batch 90

Acknowledgment

Apart from author’s efforts, the accomplishment of this individual report hinge on largely on
the inspiration and guidelines of many others. The author will take her opportunity to show
the greatest appreciation to the individuals who have been influential in the fruitful
achievement of this individual report. First of all, the author would like to express her sincere
and truthful gratefulness to her Human Resource lecturer, Mr. Dinum Nisansala for providing
his precious knowledge, guidance, comments, advices, and suggestions throughout the lecture
sessions and for the making of the individual report.

3
 Individual report- Batch 90

Next the author would like thank her parents and sister with a deep wisdom of thankfulness to
sacrifices made by them to successfully complete the report. To conclude, the host would like
to express thanks for one and all who assisted in implementation the report.

4
 Individual report- Batch 90

Table of Contents

Assignment Cover Sheet............................................................................................................1

Acknowledgment.......................................................................................................................4
Introduction................................................................................................................................6
Human Resource Management...............................................................................................6
About the assignment.............................................................................................................6
Hotel Hilton Colombo............................................................................................................6
Q1: Human Resource planning, recruitment, and selection, reward management and exit
process........................................................................................................................................7
1.1 Human resource planning of Hotel Hilton.......................................................................7
1.2 Recruitment and selection process of Hotel Hilton..........................................................8
1.3 Reward Management........................................................................................................9
1.4 Exit process of Hilton Hotel...........................................................................................10
Q2: Health and safety measures in Hotel Hilton......................................................................11
Q3: Factors that influence employee behavioral differences...................................................13
Q4: Elements of organizational culture and how it affects employee’s commitment.............15
4.1 Key elements of Organizational culture if Hilton Hotels...............................................15
4.2 How culture affect employee’s commitment.................................................................16
Q5: Types of groups available in hotel Hilton and impact of them on achieving organizational
objectives..................................................................................................................................17
5.1 Types of groups available in hotel Hilton......................................................................17
5.2 Impact of group behavior on achieving organizational objectives.................................18
Q6: How a change can be successfully managed or implemented by applying Kurt Lewin’s
change management model......................................................................................................19
Conclusion................................................................................................................................21
Recommendations....................................................................................................................22
References................................................................................................................................23

5
 Individual report- Batch 90

Introduction

Human Resource Management

Human resource management (HRM) is the creation, development, and maintenance of an
effective workforce, matching the requirements of the organization and responding to the
environment. This mainly focuses on the people of the organization. Human resource is the
most crucial source of a company because the decisions must be taken by the human beings.
HR decisions must stimulus potency of the organization leading to an improved service and
superior goods or services. Nothing can be done without the manpower. Labor is one of the
four main factors of production. Recruitment, selection, training and development,
performance management, incentive and motivation, reward management, termination are the
main HR functions. Human resource manager is the person who manages all these functions.
He/she have to deal with the whole range of HR activities which relates to the employees of
the organization.

About the assignment

This report is about the Human Resource Management process of Hilton hotel Colombo. In
this report the author will be identifying the HR practices of the above organization follow
such as recruitment and selection process, reward management, exit procedure. And what are
the policies of HR functions and how they will be affecting the company according to the
organizational culture.

Hotel Hilton Colombo

Hilton (2019) has been established in 1919 by Conrad Hilton, and legitimately opened the
first hotel in 1925. Currently, The Hilton Company is made up of 16 labels and more than
5,600 properties located in 113 nations, covering six continents (Hilton). Hotel Hilton is one
of Sri Lanka’s oldest hotels which established in 1987 in the city of Colombo (daily FT-
2017) as a world known brand in hospitality industry. Hilton worldwide holding is a
multinational company. Currently the hotel is owning by Hotel Developers (LANKA)Plc,
and the chairman is Krishantha Cooray. The report will discriminate the manpower
management of Hilton and the role of HR managers and the HR policies.

6
 Individual report- Batch 90

Q1: Human Resource planning, recruitment, and selection, reward

management and exit process.

1.1 Human resource planning of Hotel Hilton

Human resource planning is a sub-classification of organizational planning. It simplifies the
realization of the corporation’s key purposes for the forthcoming future by providing the
exact type of candidates and number of employees. HR planning is very significant because it
measures future personnel needs, creates highly talented employees, defends the feeble
sections of the organization, make international strategies. It has some specific features such
as futuristic, continuous process, flexibility, and it is a part of a corporate planning. The main
objectives from HR planning are it forecasts Human resource requirements, realizes
organizational goals, utilizes HR effectively, and
also it promotes employees. It is using by HR
managers to succeed and apportion the errands for
individuals. (Stella M. Nkomo-1987).

In Hotel Hilton the HR department gathers

information and investigate the existing and the
forthcoming human resource which will require in
the future. Therefore, human resource planning
allows the business to safeguard that their workers
can survive with the changes. Different services-
based companies such as Hilton hotel make consistent changes because they need update the
facilities and new upgraded areas of the company. The planning of human resources
evaluates the current human resources and recommends numerous strategies that allow the
organization to survive with economic, socio-cultural and technological changes for its
employees. The human resource planning process is accommodating in categorizing and
evaluating Hilton Hotel's existing and potential needs to achieve its overall goals and
objectives, while forecasting the approximation of future needs and possibilities. HR
planning will support the manager to take sensitive procedures before the recruitment process
to reach the anticipated outcome. The recruitment of a skilled professional is another reason
why Hilton Hotel needs the human resource plan. Some inadequacies of experienced workers
are always present due to the quality of education and the pace of education, so the demand is
always greater in this case. (Ulrich et al. 2015).

7
 Individual report- Batch 90

1.2 Recruitment and selection process of Hotel Hilton

The function of human resource management is concerned with seven main functions such as
planning, budgeting, recruitment and selection, training and development employees,
motivating, maintaining the exit procedure. The first step in developing the human resources
of a company is recruiting. The goals at a high level are to find and employ the best
applicants, on time and on budget. Recruiting process is one of the most imperative functions
in a company’s human resource department. This procedure is the process of decide on the
most appropriate and the suitable candidate in accordance to the job vacancy which have
been generated in the company. Recruitment is the responsibility of a number of staff,
depending on the size of an organization. Larger companies may have entire recruitment
teams, while some may have only one recruiter. In small uniforms, recruiting may be the
responsibility of the hiring manager. The author has stated some definitions given by
professors.

“Recruitment is a process to discover the sources of manpower to meet the requirements of

the staffing schedule and to employ effective measures for attracting that manpower in
adequate number to facilitate effective selection of an efficient working force.” -
Yoder-

Hilton, as the first global hotel (G.A. Maxwell-2006). The vision of hotel Hilton is “to fill the
earth with the light and warmth of hospitality”. They have created a community with a
hashtag called #Teamhilton. Hilton is a worldwide hotel chain, because of that they need to
connect with various cultures with differs countries. What makes a good candidate in Hilton
hotel? These are the main factors that comes under when comes to recruiting a candidate.
Opportunity and growth
Skills
Personality and value
Employee and culture

Hotel Hilton uses different methods to employ

applicants on the basis of their strengths and
abilities if the applicant is able to fulfill the job
specification, then the candidate with a successful
package is recruited by the HR department. Hotel
Hilton has, however, somehow varied in the

8
 Individual report- Batch 90

selection process. Hilton considers the skills dependent on the comprehension and rational
thinking of applicants. Instead of keeping with paperwork and experience documents, the
company focuses more on the actual expertise and details of applicants. Achala Soyza, the
director of human resource of Hilton Colombo has stated that“If any Recruitment, we look
for a positive attitiude and their compatibaility with our values and also our culture(Achala
Soyza, 2014). They recruit the exact people based on avalability of vacancies by following a
standardised set of recruitment policies defined by the Hilton group. After a individual joins
Hilton as an employee, they will experience a specially personalized orientation program
which, for the initial three to six months, they will be paired with a 'buddy' to ease the
changeover to a new working environment and for assist. Hotel Hilton will concentrate on
hiring individuals who are passionate and who share the ideals and moralities of the hotel,
called 'blue energy' in their worldwide community(Achala de Soyza,2014). And also they
have open up an online portal to pursue the new positions offered in the hotel. The Hilton has
opened its gates to youth, through some projects;

Apprentice Programs – Engaged with a total of 103 apprentices in 2018.

Industrial Training (6 months) - A total of 121 Industrial Traineeships granted in 2018
for hotel school students.
Internships – 23 Internships granted in 2018. (Hotel developers (Lanka) PLC-2018)

1.3 Reward Management

According to Michael Armstrong “Reward Management deals with the strategies, policies,
and processes required to ensure that the contribution of the people to the organization is
recognized by both financial and non-financial means” (Michael Armstrong-2014). The main
objective of reward management is to attract and recollect capable employees, achieve
organizational aims and goals, and for job gratification for the staff. There some main
purposes of this such as motivate employees,
attract qualified employees, justify the common
goals, etc. The main types of rewards are
extrinsic, intrinsic, financial, non-financial. To
the motivational procedure, they use Herzberg
motivational theory and Maslow’s motivational
theory. These models state that staff can only be
motivated by fulfilling their needs and
accomplishment a degree of work satisfaction. Only by using the reward system can these

9
 Individual report- Batch 90

requirements and fulfillment be satisfied (Herzberg.et.al, 2011). Motivational theories are

allied with the reward structure. The Hilton hotel reward system contains integrated policies,
practices and administrative procedures within the framework of the human resources
strategy (Cho and Perry, 2012) The two main categories of reward management.
 Financial reward- Monetary inducements that gives for good performances of the
employee such as wages, bonuses, profit sharing, pension plans, paid leaves,
allowances.
 Non-financial rewards- This makes the job more attractive to the employee. As
examples, promotions, impressive job positions, achievements. Hilton HR managers
uses self-rating, reviews, and the involvement of employees in the decision-making
process.

1.4 Exit process of Hilton Hotel

Employment exit procedure can define as a set of rules and regulations that shadowed under
the authorized regulations to control the exit of employees from the company. This comprises
to assemble a system for identify, analyze, and regulate exit of a worker from an
organization. Interviews, counseling, critical observation, exit analysis are some components
of the exit procedure. Why employees are switching from jobs? It may vary from person to
person such as payment issues, poor supervision and guidance style, absence of career and
growth opportunities.

In hotel Hilton there are some steps in this

procedure.

 Written notice of resignation – In Hilton

the employees must provide a letter of
resignation at least two weeks prior to
leave (Yin-Fah.et.al, 2010).
 Procedure on the application – And the
HR managers investigate about the
reasons of the specific employee. If the employee's leaving does have a noteworthy
effect on the operation, companies grant the other request to keep the employee in the
workplace with a little compromise. The employee can withdraw the resignation
within this period.

10
 Individual report- Batch 90

 Returns of assets – Next step is the employee need to return the resources that belongs
to the Hotel such as ID cards, keys and other properties.
 Account Clearance - In terms of emails and signatures, the employee's authorization
will be canceled and the financial dues will have to be cleared before the exit. In
digital records, the hotel also updates the data to assign the position.
 Legal procedure – Here, legal documents and procedures to make the protocol aware
of the possibility of mismatch between employer and employee with the signatures of
both parties as to the Hotel’s exit policies.
 Feedback and interview – These are the procedures to figure out the change of
employee turnover and what are the actions can be taken to minimize and how the
employee satisfaction can be reached in the workplace. (Allen and Shanock, 2013).
Hilton uses individual consultations and paper-based feedback methods to express the
opinions of employees.

Q2: Health and safety measures in Hotel Hilton

Safety refers to the environmental or physical circumstances of the working environment

which agreed with occupational health and safety standards. There are some significant
benefits of having health and safety policies in an organization such as higher productivity,
increasing in efficiency and quality, reducing medical and insurance costs, creating workers
with improved mental wellbeing to keep them in the company reducing compensation rates
and payments. Increase in injuries and diseases, mental health, deaths and violence, and
increase of economic costs are the consequences of an unsafe and unhealthy work
environment. Its mandatory to keep a good mental heath of employees because emotionally
low and stressed minds can make more vulnerable and accidental decisions. Verbal threats,
physical threats, frustrations can lead to violent the workforces. Therefore, companies need to
create a good safe work environment. There are some key elements when comes to this such
as safety motivation and knowledge, safety awareness programs, enforcement of safety rules,
accident investigations and keep records of them. The organization should promote about the
safety awareness by communicating the need to work safely e.g.: First aid, accident
preventing techniques, hazardous materials and emergency procedures. By proactive safety

11
 Individual report- Batch 90

training programs, and about the new innovative technology and how to safeguard
themselves. And also, the employee healthiness is also a significant factor for a company.
The company should aware about the wellness programs and health services such as giving
gym facilities, and focus on nutrition food. Especially five-star hotels like Hilton Colombo,
they need to more conscious about these things. Because the employees work for the shifts.
Most of them spend more time in the workplace and they have to consume the food that will
be providing by the hotel. Therefore, the quality and the nutritious value must be high. The
cleanliness (sanitation, sewerage), air ventilation and workplace temperature, lighting, safe
drinking water must be perfect in the organization. Nowadays especially the employees must
aware about the health since the Covid-19 pandemic. Hilton reported some Covid cases
among the employees, so they need to take serious actions about this circumstance.

Here, the author will be discussing about the employee’s health and safety strategies that
followed by Hilton. Hotel Hilton is devoted to the health and safety of their guests, team
members, and colleagues. In hotel Hilton they
have some special features regarding health and
safety. They are,

 Workplace safety
 Supervision of health club
 Engineering safety inspections
 Contractors-for the visiting contactors
which they issue job permits for
activities of high-risk work, identified
as Hot Works, Roof Works, etc.
 Control of hazardous substances

Figure 3: Health and safety process

Members of the crew are supposed to be mindful of and attentive of the principles and
practices of the Hilton. Always the HR department wanted to build a harassment free
workplace and non-discrimination working environment. They have stated that “one of
Hilton’s core values is teamwork. We are team players in everything we do” (Hilton code of
conduct-2015). Hilton chain does not tolerate the threat of violence between the employer
and employees. Hilton is dedicated to Ecological, occupational enforcement laws on health

12
 Individual report- Batch 90

and safety. They have systematized a procedure to report about the health and safety security
threats, hazards and questions about security. Hotel Hilton organizes annual internal reviews
to certify that hazards and eliminated or monitored instigated intercessions. The hotel also has
the FREMAP Company External Preventive Service, which is answerable for safeguarding
effective acquiescence with the preventive and occupational protection measures provided for
in National Law 31/1995 on the prevention of workplace safety risks at the workplace (Safe
and security features Hilton hotel chain-2014). Any type judgements or abuse based on
discriminations such as race, faith, color, gender, age, nationality, origin, sexual orientation,
impairment, or some kind of disability will be not acceptable in Hilton working environment.
Any conduct, contact, or other behavior that establishes an environment that is intimidating,
destructive or violent based on any threatened feature, or otherwise protected feature, it
inhibits with the capability of any team member to it is immoral to play his or her role.

Q3: Factors that influence employee behavioral differences

Basically, an organization is accompanying with human beings. And some complications

have jumped out from this reason. The major problem is how to get maximum probable
efforts and aids, those accountable for managing the organization must comprehend the way
human beings behave. Because the talents and skills vary from individual to individual.
Therefore, the career comprises of individual performances in specific situations in
organizations. There are some immense differences between individuals and the commonly
articulated notion of "matching" individuals and jobs is the foundation of employment. There
are some variables that can affect individual behavior. We can primarily divide into two main
parts. First is “personnel factors” such as skills and abilities, personality, perceptions, values
attitudes and ethics. And the other is “environmental factors” such as organization, work
group, personal life and job. Some of the most important skills in individual interpersonal
actions are communication skills. How communicable we are to others illustrates how good
our careers will be. We should be familiar with the principle of organizational conduct in
order to achieve this, to know how to gather power, and to handle conflicts and stress. There
are numerous factors that govern employee behavior in an organization. They are,

 Values- A basic belief of a person is a constructed set of individual values that a

certain way or the personal conduct of someone is appropriate in comparison to
certain other behaviors.

13
 Individual report- Batch 90

 Attitudes- Attitudes are a system of values and views on what surrounds people in
everyday life.
 Personality- Every person has a unique behavioral style and attitude. They evaluate
the identity of the individual character.
 Motivation- The
individual's motivation has
a significant influence on
his organizational
behavior. Motives to
motivate staff to complete
their duties.
 Skills and abilities-
Ability is preparation and
knowledge to complete certain physical or mental activities. Skill is the ability that
quickly, correctly and precisely to fulfill or to complete a particular task.
 Learning- The individual's ability to consider managers' demands and
recommendations, to resolve and value procedures in work processes, and so on, may
have a positive effect on his conduct in the organization.

Hotel Hilton has focus on their employee behavior to enhance more and more positive
outcomes from the team members. Every year the HR management get responsible to ask
what excites most about working at Hilton from the members of the team. So, why the
employees love working for Hilton? These are the answers that employees have expressed
from their thoughts. (Global team member survey-2018)

 Having a good opportunity to work with friendly people

 Opportunities to grow the career.
 Loyalty and pride in the brand of Hilton.
 Fun and expressive work.
 A close connection with the customers.
 Special and unique benefits.

In Hilton they have been responsible to treat the employees as same as the guests of them, as
they become one and on the same level as guests. As example, they allow employees to stay
at Hilton properties around the world at special discounts with family and friends as to a

14
 Individual report- Batch 90

concept called “Go Hilton”. And also, they enable family-friendly benefits for the team
members. Hilton offered paid parental leave offering during one of the most special periods
in their lives.

Not only above-mentioned benefits, but also, they created a program called “Heart of House”
for all the employees that focuses on building a fantastic place to work. (Hilton, 2019).
“Thrive of Hilton” is also a program that supports the employees to enhance their
performances and well-being with gratitude, and provision to meet professionals and gather
knowledge. Hilton has dedicated to inspire women to dream great initialing with their team
members. They have already taken initiatives to do varies programs. From that they were
trying to build the level of confidence among the female team members. Competitive starting
salaries, employee assistance and training programs, health and welfare benefit plans,
retirement savings plans, employee stock purchase plans are some more beneficial factors
that encourage employee positive behavioral differences at the workplace.

Q4: Elements of organizational culture and how it affects employee’s

commitment

4.1 Key elements of Organizational culture if Hilton Hotels

Every single company exemplifies a corporate culture. According to Minterzberg (1972)

organizational culture is the framework of the relations of professions, structures, operating
process, and groups making efforts to achieve the organizational goals or it is a set of
approaches isolating the task to regulate obligations and manage them. A corporate culture of
honesty and integrity is more valuable to a company more than the profit they earn. It is the
glue that holds a company together “This influence strongly on the individuals in the
organization and dictate how should they dress, act, and perform in their workplace.
“Organizational culture is the sum of values and rituals which serves as “glue” to integrate
the members of the organization” (Richard Perrin). There are seven primary features of an
organizational culture such as innovation and risk taking, detail oriented, outcome
orientation, people orientation, team
orientation, aggressiveness, stability and
attention to detail. Positive culture is
made up of core components such as
confidence, fairness and dignity. The

15
 Individual report- Batch 90

key components of a great organizational culture are purpose, community, ownership,

effective communication and good guidance. Corporate culture plays a major role of
hospitality industry which includes hotels such as Hilton hotel chain. Especially as a
worldwide hotel, Hilton must link with various cultures and members of the teams speaking
around 89 languages (The CareerBliss, 2021). It is vital for achievement and to drive best
performance in an increasingly competitive global economy that recognize their specific
views, along with those of our guests, merchants, proprietors, and community partners.
Statements of mission, vision, and values are at the heart of Hilton’s organizational culture.
They have created the values as to the brand name HILTON as below,

 Hospitality- Hilton is passionate about delivering extraordinary guest experiences.

 Integrity- Hilton has stated they do exact thing, all the time.
 Leadership- Hilton specifies that they are the cream of the crop of industry and in
their communities.
 Ownership – They are the proprietors of actions and decisions.
 Teamwork – They are the crew in all
they do.
 Now- They do the operations with a
sense of urgency and discipline.

As to the Christopher Nassetta, Hilton has a

very simple philosophy on diversity which
means what allows them to perform and
deliver for the customers and outperform
the competition.

4.2 How culture affect employee’s

commitment

Job satisfaction appears to be a very significant fact about the organizational culture. If
workers are gratified with the culture of the company, they are fulfilled and will definitely
help marketing the company to strangers. An organization must be responsible to create a
positive culture by building on employee’s strengths, rewarding more than punishing and
highlighting vitality and growth of the employees. An employee demonstrates strong when
the corporate culture completely embraces to the employee, levels of obligation often
contribute to grow levels of involvement to achieve organizational objectives. Hilton
16
 Individual report- Batch 90

Colombo has served for

more than three decades
in the local community
and assigns its continued
success to the
community's patronage
and goodwill after
realizing the sustainable
approach of the hotel, its
support has been
extended (Annual report,
2018). We can apply iceberg theory on organizational culture. Because there are many visible
outcomes such as performances, brand, and behaviors and inviable elements in a corporate
culture. Hilton has many kinds of cafés and foods according to the varies cultures and
employees also vary from each culture. As examples, Café Kai, Graze kitchen, Strawberry
High teas with Chinese chefs. They have many programs to develop internal diversity such as
executive diversity councils, team member resources groups, diversity compliance training
and developments. Hilton uses a divisional organizational hierarchy which has three main
divisions. They are,

 Ownership division
 Management and franchise division
 Timeshare division

Q5: Types of groups available in hotel Hilton and impact of them on

achieving organizational objectives

5.1 Types of groups available in hotel Hilton

A group can be defined as a formal or informal gathering that involves of one or more people
who interconnect with each other in order to accomplish a certain purpose. Groups are
formed within the organization at different periods and different goals. These clusters can
have positive or negative impacts on the corporate structure and objectives. Mainly there are
two main types of groups in an organization. They are,

17
 Individual report- Batch 90

 Formal groups-As part of the organizational structure, formal groups are formed to
perform organizational tasks.
 Informal groups-Within formal organizations, informal groups occur and emerge
because of the social needs and readiness of individuals to create and endure
relationships with people.

5.2 Impact of group behavior on achieving organizational objectives

In hotel Hilton they have several groups that have formed formally and informally. As one of
a largest five-star luxury hotels in Sri Lanka the Hilton management has a large range of
desires to be reached. Therefore, the influences of these groups are important. These groups
can influence to the organization from both internal and external environmental factors.
Mainly, for the purpose of risk reduction they have formally created many clusters such as
directors’ committees, labor unions, blue energy
committee, audit committee, compensation
committee, food and accommodation committee,
related party transactions review committee,
restaurant team etc. Why they have formed those
groups.

 They have formed directors’ committee to

take the strategic decisions by conducting
board meetings and to discuss about the
future innovative decisions.
 Labor unions to focus on good ties between employer and employee, health and
wealth of employees, and productive and open communication to achieve a win-win
outcome.
 Blue energy committee-The committee certifies that the hotel Hilton Values
faithfully, delivers the Hilton Pledge and embraces our stories while focusing on the
contributions of clients, team members, community and sustainability.
 Audit committee- In compliance with the mandates set out in the Audit Committee
Charter, the Audit Committee serves as a sub-committee of the Board of Directors to
investigate all matters related to the company's financial affairs and to review and
control the financial reporting of the company.
 Compensation committee- This committee is accountable of imminent the reward of
the company’s CEO and other named executive officers.

18
 Individual report- Batch 90

 Food and accommodation committee-

 Related party transactions review committee- The Committee's purpose is to provide,
in accordance with the listing rules of the Colombo Stock Exchange, independent
review and supervision of all related party transactions.
 Restaurant team- Especially as a five-star hotel this committee this plays a major role.

Q6: How a change can be successfully managed or implemented by

applying Kurt Lewin’s change management model

Simply, a change can be defined as moving from existing state to the upcoming state. We
need to identify the behavior gap between the current state and the future state. So, naturally a
gap will be creating in between these two criterions. In our globalized and interconnected
business environment, organizations love to deal with continually shifting for reasons such as
market conditions, technology, competition, customer demand, input cost etc. The main
concern of change is that people who have been doing things a certain way don’t like to
change suddenly. Therefore, we need to identify about this gap very carefully by identifying
the current state, analyzing where the change should be occurred, identify the issues which
tend to create a gap, and take appropriate actions and movements to fill the gap. In day to day
actives we are tend to do many changes for numerous circumstances.

As a world known hospitality brand Hilton must do changes most suitably as to the state of
affairs and those changes must be abundantly appropriate. Therefore, the management need
to know how to make an effective manage change. First, they should identify what will have
to be improved and then must provide a plan for the stakeholders of the changing process
with accurate data. Next, communicate through the stakeholders about the changes and lastly
the company can rejoice the success made by the change. 5W 1H method is very common
when comes to change management. It measures when will be the change will happen, what
will be the change, where will be it happen, who will be doing this change, and how will be it
happening. Hilton has numerous of leading competitors such as Taj Samudra hotel, Hotel
Shangri-La, Kingsbury etc., they have facilities and good reputed brand name as same as
Hilton chain have. Therefore, Hilton must made significant changes of adapting new strategic
changes constantly keep the goodwill and the reputation within the hospitality industry.

As an example, the author would take how Christopher Nassetta created team work among
the Hilton chain. Teamwork has been a most important area in the hotel. They do not call

19
 Individual report- Batch 90

their employees as workers. The Hilton call them

as team members because it motivates themselves.
Nassetta was able to create a good boundary
among the employees and it allowed him to win
the support of workforces. This was a vital attempt
which was made by him of any frontrunner
towards management change. He did these
changes as to Kurt Lewin’s theory. Nassetta
followed this theory carefully. He was able to
unfreeze, change and refreeze the Hilton chain (Buelens & Devos, 2012). To switch the
change the people are the representatives because employees must adjust to it. Therefore,
Nassetta tried to communicate about the change and advantages that employees can get from
it. Finally. He brought a new way of operating, by eliminating the inefficient and
unproductive ways which were used from many years. And he allowed and made employees
free to express the comments towards this new change either good or bad (Alexakis, 2011).

20
 Individual report- Batch 90

Conclusion

Human resource is one of the vital parts of a business. Especially in hotel industry the
concept of hospitality has a close-fitting bond. Therefore, there should be an excellent staff to
control and desire their clients wishes and requirements. Hilton hotel chain, as a five-star
world known hotel chain there must be well qualified and skilled employees. To have a
resourceful labor force the HR manager needs to be very vigilant in taking tactical
pronouncements. Appropriate forecasting to govern your staff is mandatory; we cannot
destabilize the reputation of having expert labor neither the worth of having an inspired and
motivated work force.

21
 Individual report- Batch 90

Recommendations

22
 Individual report- Batch 90

References

 Annual report of Hilton hotel Colombo 2018 -

https://www.hoteldevelopers.lk/pdf/Annual_Report_2018.pdf
 Annual report of Hilton hotel Colombo 2016 -
https://cdn.cse.lk/cmt/upload_report_file/542_1503486936.pdf
 Human resource planning - https://doi.org/10.1002/smj.4250080408
 An interview with Human resource manager in Hilton Hotel Colombo (Business
Today)- https://www.businesstoday.lk/article.php?article=9018
 ARMSTRONG’S HANDBOOK OF HUMAN RESOURCE MANAGEMENT
PRACTICE- https://e-uczelnia.uek.krakow.pl/pluginfile.php/604792/mod_folder/
content/0/Armstrongs%20Handbook%20of%20Human%20Resource
%20Management%20Practice_1.pdf?forcedownload=1
 Heath and safety features of Hilton chain-
https://www3.hilton.com/resources/media/hi/BCNDMHI/en_US/pdf/en_BCNDMHI_
Seguridad_Hotel_April2014.pdf
 Culture of the Hilton hotel chain- https://jobs.hilton.com/emea/en/culture
 Understanding organizational culture- https://books.google.lk/books?
hl=en&lr=&id=BDsV8eHp0_MC&oi=fnd&pg=PP2&dq=organizational+culture&ots
=762hgksKzK&sig=OeuqkWvtlwCVmCrzGlEcB3FJSrI&redir_esc=y#v=onepage&q
=organizational%20culture&f=false
 Organizational culture- Onken, M.H. (1999), "Temporal elements of organizational
culture and impact on firm performance", Journal of Managerial Psychology, Vol. 14
No. 3/4, pp. 231-244. https://doi.org/10.1108/02683949910263756
 The corporate culture of the Hilton Company. (2018, Jan 04). Retrieved from
 https://phdessay.com/the-corporate-culture-of-the-hilton-company/
 Heath, T. (2014) “Christopher Nassetta: The man who turned around Hilton” The
Washington Post, Available at:
https://www.washingtonpost.com/business/capitalbusiness/christopher-nassetta-the-
man-who-turned-around-hilton/2014/07/03/43071478-fd5a-11e3-932c-
0a55b81f48ce_story.html



23