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Recruiting International Talent to Fill the Skills Gaps in your Organisation

Robert Zajko

Director of Talent Acquisition

Europe, Middle East and Africa

5th November 2013

© 2013 Hilton Worldwide Confidential and Proprietary

At Hilton Worldwide, our people make the difference when it comes to every facet of the guest experience. Recruiting the very best talent, and providing outstanding career development opportunities and learning experiences, is a critical part of our business strategy.

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We define Talent as individuals we identify as having the

ambition and capability (the so called ―will and the skill‖) to go

further at any level of the organisation


• Hilton Worldwide is a global company represented in

90 countries and territories and our guests, suppliers,

owners and community partners come from all over

the world

• It makes business sense to develop and execute

strategies to attract people to work in our hotels that

reflect our customer base

• Hilton Worldwide is a performance-driven company,

willing to reward and recognise positive contributions

from all levels

• Our Team Members come from more than 90

countries and understanding their unique perspectives

is essential to our success and to driving our

performance in an increasingly competitive global

economy

Why global talent is important to us

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• A unified culture

‒We consider our workforce to be unified behind our strong culture, underpinned by our values,

compelling growth and vision

• Global talent strategy

‒We are committed to perpetuating a culture of excellence, continuous improvement and innovation,

providing the training and development opportunities for all Team Members to succeed

• Exceptional career opportunities

‒We work hard to create (and measure) a culture of opportunity for all, we espouse the ethos that

diversity and inclusion provide strength and a strong link to our customers and the communities we

operate in

3 key elements

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Unified Culture

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• Our people are passionate about our Values, our brands, our guests

• We seek to celebrate the unique cultures of our global communities, develop talent, workplace and

marketplace strategies to create a work environment of inclusiveness

• Our senior leadership is committed to investing in programmes that promote diversity, such as

inclusion training, and respect for international traditions and customs. We also aim to increase our

presence in local communities through team member volunteerism, partnerships and giving

programmes

• We foster a culture of constant collaboration and communication—across populations, locations and

brands-in order to work better together, and make improvements as needed

• A generous education, learning and development curriculum open to all including training courses to

overcome cultural barriers

Unified culture

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H360 and Blue Energy

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Global Talent Management

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We have put an integrated Talent Management strategy in

place, to provide an overarching framework

Our global Performance Management, Talent Review and Personal Development Processes are well established.

We are now focusing on optimising the links between performance outcomes, personal development and career growth,

supported by the system functionality that is now in place across these three key areas.

Performance

ManagementTalent Reviews Personal Development

Objectives

Competencies

PDPs

Coaching & Feedback

Calibration

Performance Reviews

Link to reward

Business critical roles

Performance & Potential

Personal profiles

Assessing bench strength

Succession Plans

Talent Pools

Movement of talent

Learning with HWU

Self development

Stretch assignments

Development programs

Career pathing

Transfers

Promotions

SYSTEM PLATFORM


Taking it to the next level …

Our leadership development programmes enable our identified hotel

talent to effectively transition up through the organisation to GM

level.

They are regarded as being amongst the best in the industry. We

regularly refresh them to ensure they are both leading edge and fit

for purpose, with global application and consistency in content,

branding and collateral.

These global programmes are supplemented by Regional and

country programmes e.g. in China, in Saudi Arabia.

Our programs, including our GM development, have recently been

recognised with a Best Practice Institute Global Leadership Award.

Our growth requires us to have a strong Hotel Operations

leadership development portfolio

https://www.bestpracticeinstitute.org/


Our global programs follow a stepped approach

Our management programmes provide line level managers with the capabilities to excel in their current jobs.

Our leadership programmes enable our top talent to move up through the organization.

Our General Manager development offerings ensure our leaders are at the top of their game.

GLOBAL MANAGEMENT DEVELOPMENT PROGRAMS

MDP 1: Management 1

MDP 2:Management 2

MDP 3: Pro Active Leadership

GMDP 1: Graduate Scheme

GMDP 2: Future

Hotel Executive Committee

GMDP 3: Future hotel

General Manager

GLOBAL LEADERSHIP DEVELOPMENT PROGRAMS

GENERAL MANAGER

DEVELOPMENT


We apply these guiding principles to every programme

A framework of global development programmes for our identified

talent, delivered consistently throughout the business, while

accommodating local cultures and needs

Structured learning journey based around three key areas:

personal, technical, and leadership

High connectivity with business leaders and specialists

Hilton Worldwide‘s six global core competencies embedded

Consistent selection criteria and high quality programme content,

materials, collateral and communication

Integrated with our Performance and Talent Review processes

Local programmes do not replicate global programmes

Consistency facilitates international mobility


School(s)of Brand

Education

School of Luxury

School of Food and

Beverage

School of Rooms

and Related

Full Service &

Luxury

Focus Service

School of Sales

School of Revenue

Management

School of eCommerce &

Customer Marketing

School of HRCC

School of Timeshare

(Hilton Grand Vacations)

GM Focus

SVP & VP Focus

School of Management

School of Human

Resources

School of Finance

School of HSM

School of Technology

Hilton Worldwide University is also a great resource

Hilton Worldwide University (HWU) is our e-learning LMS platform. It provides every Team Member with direct access to the

learning they need to perform well in their current role, support their growth and work towards their future career aspirations.

HWU has over 2,500 pieces of learning content and provides more than 5 million hours of training each year to our Team

Members globally. It is a blended approach to suit the learning style and time available to each individual: e-books, webinars,

videos, apps, residential courses, etc. The College content is set out under our six core competencies.


Case study - Conrad Dubai

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Opened August 2013

Employees from 64 different countries

Speaking over 100 languages between them

• Team Member accommodation

• Team Member dining

• Induction and training

• Brand training

• Team building events

• Shared culture

• Pride Hotel – Brand – Region - Company


Team Member accommodation

1. xxx 2. xxx 3. xxx Notes: xxx Source: xxx

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Exceptional Career Opportunities

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1. Leverage technology to provide a repository of internal talent with granular information and metrics

around general and individual differentiated talent data

2. Access that global talent data from every geography

3. Robust talent management and deployment processes brought alive by engagement between HR

and the business

4. Achievement reports on talent import/export and internal promotion metrics

5. Ensure global opportunities are accessible to all team members

6. Leverage technology to provide a repository of external talent and alumni and access that data from

every geography

7. International networking

Track and measure

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• Candidates experience a consistent and efficient recruitment process. The transition from

―candidate‖ to ―Team Member‖ is seamless, so that new hires feel acclimated and productive on their

first day

• We measure candidates against a clear set of global competencies to ensure fairness, with specific

criteria tailored to location, brand and role

• Our job levels and internal titles are globally consistent to ensure equitable rewards and to make it

easier for all members to take advantage of career opportunities across the enterprise

• We make it easy for Team Members and candidates to engage and access all opportunities, many in

local language

• Ensure hiring managers, suppliers and all touch points are consistent in message

• Language of hospitality and service is universal - most Team Members speak English to serve our

clients, we offer English language courses everywhere

• Consistency supports internal mobility

Recruiting

The hospitality industry has a great story to tell

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A diverse audience needs a diverse approachSome of the Hilton Worldwide Activities

Mentors

Careers@Hilton Live and Global Week of Service

ApprenticeshipsCareers Talks

and Fairs

Leverage Suppliers

Structured Work Experience and

Internships

Global Hotel Schools and

University partnerships

Job Shadowing

Social Media

School and Colleges

programme

Hiring Manager Education

Industry, Charity and NGO

partner events


• Second annual Careers@HiltonLive event took place from 22nd April to 3rd May 2013 across

Europe

• 200 hotels hosted over 320 events, reaching an estimated 20,000 young people

• Events aimed at raising profile of hospitality as a career choice for young people through careers

advice, employability and life skills

• Event highlights:

• 320 young people at Rome Cavalieri for the final of a schools business competition

• Careers and advice fair at Hilton Amsterdam for over 400 young people

• Hosted Big Conversation at Hilton Liverpool, in conjunction with British Hospitality Association and Springboard –

over 250 industry leaders and young people attended

• Local college took over running of Hilton Avisford Park for the weekend

• Regional Head Office careers speed dating event for schools

• Launch of Schools Work Experience programme in UK as part of Youth Strategy

• 550 + Hilton brand hotels Youth in Hospitality initiative

Create signature events – Careers@Hilton LiveBuilding local participation and ownership


Design / implement innovative solutions to meet HW‘s

workforce needs in key markets across its portfolio and provide

youth with job skills and career opportunities

Saudi Arabia

• Integrates Passport to Success life skills programme in 4 HW hotels in

KSA

• Supports national Saudization policy; HW planned country, regional

growth

• Adapted 30 PTS lessons, selected by GMs, to the KSA cultural

context

• Conducted training of trainers with HW Regional Training Manager

and 9 employees from 4 HW properties and other NGO training

specialists

• Currently, pilot testing with one cycle of implementation with 8-15

youth employees per property

Supporting HW through local programme deployments


In conclusion …

In Hilton Worldwide, it‘s all about understanding and valuing

people; those who work for us, and those who stay with us

around the world. And as one of the world‘s leading hotel

companies, we have a passion - and a responsibility - to help

our talent to develop and grow, to build their future and ours.

We value our diverse workforce and marketplace, and we

ensure a culture of excellence in everything we do.

Our leaders are passionate about our Values, our brands, our

guests and our Team Members. They have the belief and

courage to see the possibilities, relish the challenges and inspire

our worldwide team. They are committed to learning, growth

and leadership as a way of life.

We are proud to be Hilton Worldwide.

Hilton Worldwide – a company of firsts!

© 2013 Hilton Worldwide Confidential and Proprietary 24

• Hilton Worldwide is a leading global hospitality

company, spanning the lodging sector from luxury and

full-service hotels and resorts to extended-stay suites

and focused-service hotels

• For 94 years, Hilton Worldwide has been dedicated

to continuing its tradition of providing exceptional

guest experiences

• The company‘s portfolio of ten world-class global

brands is comprised of more than 4,000 managed,

franchised, owned and leased hotels and timeshare

properties, with more than 665,000 rooms in 90

countries and territories

• The company also manages an award-winning

customer loyalty programme, Hilton HHonorsTM

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