关于希尔顿酒店企业文化英文论文文档格式.doc

关于希尔顿酒店企业文化英文论文文档格式.doc

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InthisthesistheauthorstudiesandanalysesthecorporatecultureofHiltonWorldwide,aworldwide-leadinghotelinitsfield,andhowthecharacteristiccorporateculturehascontributedgreatlytothecorporation'

ssuccess.

Keywords:

corporateculture,HiltonWorldwide,serviceindustry

HiltonWorldwideisanAmericancorporationspecializinginhotelindustrywhichoccupiesthedominantplaceinitsfieldthroughouttheworld.Itisthemothercompanyofseveralhotelbrandsthroughouttheworld.Itconsistsof2157hotelswith345141roomsandhasover77,000employees.HiltonWorldwidehasthefullrightfortheHiltonname.ItwasinitiatedasasmallandmostordinaryB&

B（BedandBreakfast,家庭小旅馆）in1907byConradHilton,whowasonlya20-year-oldyoungboyatthattime.Bynowover100yearshavepassedandthisprimarysmallhotelhasgrowupintosuchaworld-renownedcorporationanditsowncharacteristiccorporateculturehasbeenformedduringitsstruggleonitswayofdevelopmentandsuccess.

Corporatecultureisabroadtermusedtodefinetheuniquepersonalityorcharacterofaparticularcompanyororganization,andincludessuchelementsascorevalues（核心价值观）andbeliefs,corporateethics,andrulesofbehavior.Itcanbesummarizedasthefirm’sorganizationalphilosophy.Itnavigatesthemanagementandthefuturedevelopmentofacompany.Excellentcorporateculture,asanimportantcomponentofthecorecompetitivenessofanenterprise,isthemotivatingpowerthatdrivesanenterpriseahead.

HiltonWorldwideisacompanyspecializesinhotelindustry,andthisindustrybelongstotheserviceindustryinwhichthequalityoftheserviceactsasthedecisiveelementoftheprosperityofthecompany.ConradHiltonhassaid:

"

I'

dratherchoosetostayinahotelwhichonlyhasragsonitsbedbuteverybodyinitissmilingatmethantostayinonewheretheguestsaretreatedcoldly."

Asamemberoftheserviceindustry,Hiltonandhiscompanyvaluethisgoldenprinciplemorethananyothercompaniesinthesamefield.

Herearethevision,missionandvaluesoftheHiltonWorldwide:

Vision:

Tofilltheearthwiththelightandwarmthofhospitality.

Mission:

Wewillbethepreeminentglobalhospitalitycompany–thefirstchoiceofguests,teammembersandownersalike.

Values:

H

HOSPITALITY–Wearepassionateaboutdeliveringexceptionalguestexperiences.

I

INTEGRITY–Wedotherightthing,allthetime.

L

LEADERSHIP–Weareleadersinourindustryandinourcommunities.

T

TEAMWORK–Weareteamplayersineverythingwedo.

O

OWNERSHIP–Wearetheownersofouractionsanddecisions.

N

NOW–Weoperatewithasenseofurgencyanddiscipline.

TherearetwomainpointsinHiltonWorldwide'

scorporateculture,theyarethe"

smilingservice"

andthe"

homeawayfromhome"

service.

First,thesmilingservice.

ConradHilton,asthechiefexecutiveofficerofHiltonWorldwide,keepsanamazinghabitsincethedaythecompanywasborn.Everydayhegoestoatleastoneofhishotelspersonallytochecktheworkingstateofhisstuff.Andeveryonehecomesacrossisquestioned:

Haveyousmiledtoyourgueststoday?

Thisactmaybesimple,butitremindsthestuffoftheessenceoftheircareer,thatistoservetheirguestswhole-heartedly,withrespectandwarmth.

In1930,theUSAwasundertheattackoftheeconomiccrisiswhen80percentofthehotelsoftheUSAhadgonebankruptcy.TherewerenoexceptionsinHiltonandhishotelsalsocloseddownonebyone.ThedebtsofHilton'

scompanyhadonceincreasedtoasmuchas500,000USdollarswhichwasagreatamountofmoneyatthattime.UnderthispessimisticcircumstanceHiltoncalledhisstufftogethertorevealthiskindofwarning:

Wearegoingthroughahardtimenowandwemustpersevereuntilthingsgetbetter.Weshouldfirmlybelievethatassoonasthecrisisfadesaway,ourcompanywillsurelycomebacktolife.SoIremindyouagainoftheEtiquetteofHilton:

'

Neverputyoursorrowonyourface.Nomatterwhatdifficultieswearedealingwith,thesmileoftheHilton'

stuffbelongstoourguestsforever.'

"

Withthisprincipleintheirmind,theHiltonandhiscompanyfinallysurvivedthatperiodofdimtime.

Notonlytothegueststheyarealwayssmiling,thewholecompanyisfilledwithakind,democraticandrelaxedatmosphere.Unlikemostothercompaniesinwhichtheclassofthestuffareveryapparent,stuffofHiltonWorldwide,nomatteranordinarywaitressorthechiefexecutiveofficer,arefreetocalleachother'

sEnglishnamedirectlyinsteadofaddressingtheirtitles.Thisreleasesthestufffromthepressoftheirbossesandmakethemfeelrespectedandvaluedinthiscompany.Thustheycouldworkinrelaxedandhappyspirit.