Reference no: EM132860066
Diversity and Discrimination at Hilton
The case is about the diversity initiatives by Hilton Hotels, one of the world's largest hotel companies. Hilton claimed to have a very sound diversity program and had won many accolades for its diversity initiatives. But, over the years, it faced a number of lawsuits and negative press regarding discrimination both from customers and employees. These raised serious questions about the practices the company followed. With the motto 'We Are Hilton, We Are Hospitality', all the team members played a pivotal role in shaping the workforce at Hilton Hotels. Its workforce comprised people from different cultures and backgrounds who came together to create the element of hospitality for its guests. Understanding the unique needs of the guests, owners, suppliers, and partners helped the hotel to gain a competitive advantage. The company was committed to building an inclusive workplace, the backbone of which was a multicultural and diverse workforce. At Hilton, Diversity was not just a term but a way of life. Its team members came from 90 countries and spoke more than 40 languages. Diversity was thus at the core of its delivering exceptional experiences to the guests. Over the years, Hilton implemented many programs that inculcated diversity in its employees, community partners, suppliers, and owners. The primary objective of the leadership team was to build a global culture around its mission, values, and vision.
The case describes how some employees felt privileged and valued to come and work with Hilton and how a section of employees felt undervalued. A few customers too had complaints about having been humiliated and their dignity violated.
In spite of all the bouquets the company had received from the media on the diversity issues, Hilton faced many brickbats as well. In March 2015, the US Justice Department announced a settlement with Hilton Worldwide for allegations against its discrimination against a foreign national asylum who became a customer of the hotel. Another case came from a fraction of black workers who felt discriminated by white co-workers for being exceptional and working so hard and winning the attention and praises of customers and management alike.
Case Study Report Outline
Introduction and Rationale of the Case
Description of the Status of the Case
a. Describe the current situation of the case
b. Describe the performance standards and measures (if any)
Assessment/Analysis of the Case
Describe the operational strength of the case
b. Describe the issues/problems/concerns within the case
Alternatives for improvement
Present alternatives to address the identified issues/problems/concerns
b. Assess the alternatives to determine the viable solutions
Recommended solutions/improvement