The global tendency in the hospitality business is related to the growing challenge of the hotels to obtain qualified, well-skilled employees. Therefore, it is necessary to clarify the needs for training within the staff employed at the front-of-the-house department of the Hilton hotel in London before the introduction of the actual program. A training consultant should analyze what causes the gap and what might be the best interventions to improve the performance of a department (Williams van Rooij, 2017). The gap between the desired level of performance and the current situation is a training need that must be addressed in the training program. To ensure the applicability of these corporate elements in every entity within the chain of hotels, it is necessary to initiate a training and development program aimed at the elimination of skill gaps in the employees. The organization’s vision is “to fill the earth with the light and warmth of hospitality” (‘FAQs’, 2018, para. These are the core principles around which Hilton builds its vision and mission. According to the corporate website of the company, its values are encoded in the abbreviation HILTON, which stands for hospitality, integrity, leadership, teamwork, ownership, and now (‘Welcome to Hilton’, 2019). The mission, vision, and values of the organization align with the priorities of customer satisfaction and quality of services. The company strives for competitiveness and quality of service based on its core principles. As of today, globally, Hilton has its hotels in 94 countries with an occupancy rate of 77.2% it continuously works on improvements to ensure the best travel experience for its customers (‘Hilton hotels & resorts, no date). Consequently, the improvement of employee performance in particular entities of the corporation might potentially contribute to the growth of the organization as a whole. Moreover, by representing a chain of hotels located in different parts of the world, Hilton accounts for a significant share of the hospitality business and the global economy (Salvioni, 2016). The hotels located in London are of great importance to the hospitality and economy of the country. Thus, it is a leading company that operates hotel chains internationally. The organization continuously initiates innovation and progressive decision-making within its operations, such as the development of a varied system of discounts, providing creative ad campaigns, or introducing innovative cyber-security measures (‘The hotel distribution report 2016’, 2016). Therefore, the corporate culture, values, and mission of the organization have been defined long before opening in London. The company spread all over the United States before expanding internationally. Originated as an American company of hotel chains, the London Hilton entered the UK in 1963 (Czyzewska and Roper, 2017). Hilton Hotels is a company specializing in the hospitality industry that has occupied a solid place in the global market.
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