Employees are the lifeblood of any company. This is particularly true for service-based companies where employees are required to deal directly with customers on an everyday basis. Human resource management (HRM) is the process of recruiting, training, and retaining the correct number and specific type of employees a company needs. Effective HRM is challenging for any organization, but it presents a very difficult task for companies like international hotel giant Hilton which employs over 414,000 team members around the globe.

Review the Hilton Case in your textbook and/or video at the following link:

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https://tinyurl.com/wfpk5xuv (opens in new window).  Respond to the following questions in the discussion forum:

1. What is one of the best kept secrets about hospitality according to Gretchen Stroud? What is Operation Opportunity?

2. The Hilton uses technology to screen candidates, so how do they bring that same “light and warmth” to the candidate experience? What’s the major value of Hilton’s Virtual Instructor Led Training (VILT) program?

3. How does a cafeteria-style benefits program work? Do employees generally like this type of structure? Why or why not?


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