Discuss about the Hospitality Management for Hilton Group of Hotels.
The following portfolio is based on the hospitality experience I have acquired in a 10 weeks duration upon working at Hilton group of Hotels and Resorts in Queensland, New Zealand. The portfolio has been constructed based on my experiences while working in the Operation Management- in the Food and Beverage Service division of Hilton for 10 weeks. Hilton is a renowned name in the global hospitality industry owing to its high-quality services and products. Maintaining their name in the market for more than 90 years, working in Hilton would be the perfect way of kick starting my career in the hospitality industry. The entire work duration at Hilton has been filled with learnings, ups and downs, positive encouragements, failure, work pressures, and has taught me several important lessons.
The purpose of writing this portfolio is to understand what have been my personal gains and losses from working in this hotel. I have remained observant during my entire work tenure, observing everything up to minute details so as to come up with an analysis about my entire work procedure in the end. I have collected the primary data by taking short interviews of my fellow colleagues, senior staffs, and also the customers whenever I got time and the opportunity to do so. The portfolio details out the entire process of my learnings, what kind of difficulties I faced, the challenges I undertook and how I overcame all of it and grew professionally. It details out the various virtues I learnt in the process and approaches I undertook, which were ineffective and my entire journey as a learner (Herteis & Simmons, 2010). The portfolio enlists everything, my positive outcomes as well the negative parts. I have worked in different sections and have shared the outcomes of working at each division. However, the portfolio still has some limitations in the form of details. The portfolio has brought out experiences, but the experiences both positive and negative are not in a detailed form. Also, the method used for obtaining information was not perfect and failed to obtain all the information (Teller, 2013).
Having worked for 10 weeks now at the Hilton Hotel in Auckland, I can confidently say that I have had a learning experience for these 10 weeks. I have been working here at the Operation Management division of Hilton Hotel. The hotel environment is a very positive one and working here is of absolute fun. The staffs working here are very helpful. Initially when I joined, adapting to the new environment was a bit difficult and challenging (Chen & Peng, 2012). The operations manager and another associate manager of various divisions had been very helpful in explaining me my work portfolio and encouraging me to come up with better working strategies. The staffs were equally helpful in introducing me to the ways in which they work and helping me adapt to the new changes (Chin-Wen Liao, 2012). I am a shy person and find it difficult to open up to new people immediately. The staffs and my colleagues here stepped forward and struck conversations with helping me to open up and feel comfortable in my new workplace. Working in Hilton hotel involves going through strenuous periods, facing challenges and overcoming issues so as to maintain our brand name in the global hospitality industry. Food and Beverage equipment division of Hilton, Queensland is one to be ogled at. With state-of-the-art technologies and kitchen equipment, the staffs in this section aspire to serve customers the best kind of foods and beverages they can only dream (Lee, Kwon, & Lee, 2007). The F & B Equipment division is a very interesting department to work in. the staffs working in this department are in charge of keeping our hotel spick and span at all times. It is a very challenging task given the number of walk-ins we receive per day. It is a huge responsibility and when I was working in this division it used to be very stressful. I had to make sure all the furniture, lines, and other fixed equipment of a specific number of rooms under my care was always dirt free and covered with the best possible decorative linens (“Parts suitable for food and beverage”, 2010). I had to be in constant check of all of these things so as to re-clean it or mend it all over again the moment I saw anything out of the order. Sometimes failure to do so have landed me in great troubles, caused me to get the cold stares from my seniors leaving a blotch on my work period. But, I never gave up, I pushed myself, and worked very hard to maintain everything in an orderly manner. It was really a challenging and stressful job nonetheless I excelled in it receiving satisfactory responses from both my seniors and our guests which increased my confidence and made me believe in myself (“Parts suitable for food and beverage”, 2010).
The Menu and International Cuisine offered at Hilton Queensland is worth waiting for and fighting for. The chefs here at our hotel are extremely talented and design food with the passion. Living at Hilton is obviously advantageous whether you are a guest or an employee. The food served gives one out of the world experience. I agree being a staff we do not get all the special cuisines and desserts and mouth-watering foods like our guests but still the daily meals served for us still gives me a heavenly experience. I consider working at Hilton-worthy as I was given accommodation to stay and delicious yet simple food to be enjoyed twice a day. The chefs here take pride in what they make and are very friendly (Sternberg, 2009). Often customers who loved what they ordered would come to personally meet the chef and pay their acknowledgements. I have worked inside the kitchen for a week and a half, and this period has remained one of my most learned periods. Here inside the kitchen, I saw the process how the entire process was done right from getting the raw materials till it exited the door to be given to the customers. All the process were so nicely operated and all the staffs were adept at what they did. Everything was done in an orderly and disciplined manner, supervised by the Head chef. Inside the kitchen, I learnt discipline, patience, practicality, taking decisions right in the moment, and other virtues that are not only important inside the kitchen but also helps us everywhere in our real world-the world outside the hotel and in living life. Often at times, situations would become serious, when a dish did not go as decided or some accidents happened. I observed how other staffs would handle everything patiently avoiding chaos and take quick decisions which would prove successful in saving the day (Kim & Kim, 2010). The staffs at Hilton are taught our guests are the most important thing to us and serving them is our main priority. The training at Hilton was very useful in explaining to us how to provide services to customers and how to make sure our customers leave satisfied with a big smile on their face. The people who provided us the training were themselves, experts, no doubt, but they knew how to deal with newbies. When I was very new at Hilton, I would falter, make mistakes, and become very nervous. But, the learned teachers helped me when I faltered, they guided me without rebuking me and helped me to see how to treat another fellow being, be it a customer or a fellow colleague (Dunford, Webster, Barzi, & Neal, 2010). Through these numerous training sessions, I learnt how to give services which will bring a big smile on a customer’s face. Additionally, the training sessions were very interesting in which the teachers would create situations for us and we would have to act accordingly and handle the issue. This kind of tasks helped me to stimulate active thinking and understand how to handle situations by remaining absolutely calm and patient. Also, the learned chefs in the kitchen helped me to increase my beverage knowledge (Park, Lundeen, & Blanck, 2016). They were patient enough and my constant questions and nagging never irked them, so I would always patiently see what they were doing, and they would always tell me the reason behind every step and what tactics could help save a beverage recipe from getting ruined or how to enhance recipes. When it comes to food, observing food safety and Hygiene is of utmost importance (Cho, Lee, & Kim, 2013). Hilton follows the strictest rules when it comes to maintaining hygiene and making sure our food is made after abiding by all the safety measures. Working here at Hilton has taught me how important food hygiene is and how important it is to make sure that what we prepare is prepared in the safest way possible. There were times when I learnt the consequences of failing to follow proper hygiene and food safety standards. Those lessons have been a bitter truth in pointing out the crucial nature of food safety measures and hygiene. Our hotel is known in the global hospitality industry for its standards of hygiene and for the food safety measures we undertake. Thanks to the way we work and the rigorous procedures we undertake to ensure high standards of food safety and hygiene is a model example from which other hospitality organizations take notes from (Cho, Lee, & Kim, 2013).
Conclusion
The portfolio details out all of the learning experiences I had during my 10-week working duration at Hilton Hotel, Queensland. Working at Hilton helped me gain several virtues that will help me further in my career and help me to grow both professionally as well as personally. I came across many friendly and good human beings in the form of colleagues and customers. The working environment was fun, interesting, sometimes surprising, sometimes challenging, and sometimes forcing me to take immediate decisions. Sometimes I faced failure, and at other times I faced difficulties, but the overall experience has helped to grow, to take decisions, helped me to be a patient observant, and how to handle situations calmly and coolly. The 10-week learning and working experience showed me that these particular virtues are important when one is working in the hospitality industry. They are the best approaches and will take you very far in your professional career and also help you to grow as a person. Working here has been really productive and the work experience has surely added a feather to my cap, leaning on which I will be able to undertake future working excursions with confidence.
References
Chen, A. & Peng, N. (2012). Green hotel knowledge and tourists’ staying behavior. Annals Of Tourism Research, 39(4), 2211-2216. https://dx.doi.org/10.1016/j.annals.2012.07.003
Chin-Wen Liao,. (2012). The work value and job satisfaction of the testing department staffs in top five notebook original equipment manufacturer (OEMs) worldwide. African Journal Of Business Management, 6(9). https://dx.doi.org/10.5897/ajbm11.981
Cho, S., Lee, H., & Kim, G. (2013). Raising Public Recognition of Climate Change Adaptation to Ensure Food Safety. Journal Of Food Hygiene And Safety, 28(3), 207-212. https://dx.doi.org/10.13103/jfhs.2013.28.3.207
Dunford, E., Webster, J., Barzi, F., & Neal, B. (2010). Nutrient content of products served by leading Australian fast food chains. Appetite, 55(3), 484-489. https://dx.doi.org/10.1016/j.appet.2010.08.015
Herteis, E. & Simmons, N. (2010). The portfolio process (1st ed.). London, ON: Society for Teacing and Learning in Higher Education.
Kim, J. & Kim, Y. (2010). Recognition for Self-efficacy by Demographic Characteristics of Hotel Staffs; Deluxe Hotels in Seoul. The Journal Of The Korea Contents Association, 10(6), 450-459. https://dx.doi.org/10.5392/jkca.2010.10.6.450
Lee, Y., Kwon, Y., & Lee, K. (2007). Investigating the Effects of Relationship Quality on Organizational Commitment and Prosocial Behavior in Hotel Food & Beverage Division. Journal Of Global Academy Of Marketing Science, 17(3), 109-132. https://dx.doi.org/10.1080/12297119.2007.9707263
Park, S., Lundeen, E., & Blanck, H. (2016). Knowledge of Health Conditions Related to Drinking Sugar-Sweetened Beverage and Sugar-Sweetened Beverage Intake Among U.S. Adults. Journal Of Nutrition Education And Behavior, 48(7), S98. https://dx.doi.org/10.1016/j.jneb.2016.04.260
Parts suitable for food and beverage. (2010). World Pumps, 2010(1), 6. https://dx.doi.org/10.1016/s0262-1762(09)70440-7
Sternberg, S. (2009). Gene cuisine on the menu. Science News, 151(S1), S21-S21. https://dx.doi.org/10.1002/scin.5591512716
Teller, J. (2013). Portfolio Risk Management and Its Contribution to Project Portfolio Success: An Investigation of Organization, Process, and Culture. Project Management Journal, 44(2), 36-51. https://dx.doi.org/10.1002/pmj.21327
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