Diversity Training in the Hospitality Industry

Few people want to discuss the diversity issues that impact women, older Americans, persons with disabilities, and minorities. Even the hospitality industry tends to hesitate with the issue. However without discussion, there is no action. Some do not understand the true benefit derived from opening up and sharing knowledge and opportunities to work with those of a different color, background, or lifestyle. Training needs to happen. Human Resources must know who to hire and why. To be a part of this industry is not an easy endeavor, especially when speaking in terms of management positions. Focusing on education and creating awareness of the business opportunities will work toward increasing the number of minority hotel owners, as well as benefiting other employees, members, and customers.

Diversity training can mean a multitude of things. Training can focus simply on the understanding of cultures of various indentifying groups and recreating a person's biases, prejudices and stereotypes (also known as awareness training). Diversity training can also be more skill-based, where staff learns a set of skills to help them deal effectively not only in the workplace, but with diverse clientele as well. Organizations like Hilton Hotels that are eager to become involved in diversity training of their staff personnel have taken a variety of approaches.

There are several reasons why diversity training is needed in the hospitality industry. First and foremost, the workplace is changing in most every way. The kinds of people we see in all positions are more diverse. Since the civil rights era, minorities have been moving into administrative positions formerly closed to them. Persons with disabilities, with the help of the ADA (Americans with Disabilities Act) and technological advancements, have been finding ways to use the many abilities they dohave to become productive employees. Gay persons no longer are hiding their sexual orientations and want to be treated as any straight person would be. Mandatory retirement is out the window, as men and women are working well into their eighties. Although these changes may cause difficulties and challenges for everyone- old or new school- they also offer bountiful opportunities for new levels of growth, as we will discuss in this paper.

With these different ages, races, physical abilities, religions, cultures, sexual orientations, genders and native language backgrounds, supervisors need to communicate clearly with employees and encourage good communication too. If this doesn't occur, the workplace can become threatening and confusing to some, resulting in a poor guest experiences, and high-employee turnover rate.

In addition to benefiting the quality of diverse workers and customer experience, diversity training can lead to staff knowing more about themselves. It is important to know who we are and who we are in relation to who we wish to serve, otherwise we may be guilty of creating a sense of differs that may not even exist. (Henderson)

Hilton Hotels is not just about winning plaques. In fact, their appearance and recognition seems to come hand in hand with the outstanding service to the diverse industry. They have incorporated diversity principles into all aspects of business operations including employment, training and mentoring, purchasing, franchising/hotel ownership, advertising, marketing, community support, and management performance measurements. About sixty percent of their workforce is a minority, thirty percent in a management position, while according to the 2000 U.S. Census Bureau the workforce in the United States consists of thirty percent of minorities in general.

According to Floyd Pitts, senior director of diversity programs at Hilton Hotel Corp., the quality and development is the most essential. He stated, "We are committed to the understanding that it is bigger than just numbers. It's about the perception among people of color, of looking at this industry as one they can grow in and develop in even beyond the point of being general manager or a corporate vice president. They can grow to the point of having an economic slice." (Gunter, 2004)

In addition to giving opportunity to potential employees, these diversity initiatives have also enhanced competitiveness and strengthened the business value of the corporation. This is a part of the reason why their slogan is "Diversity Works". The hotel has procedures to follow a strict diversity program throughout the company. This includes several stakeholders, like employers, suppliers and even its advertisement company. Hilton says it begins with a diversity training program at all levels of hotel operations. In addition, there is also the HHMDP, Hilton Hotels Management Development Program which is a written set of performance goals established to measure diversity performance, implemented for all corporate management staff for annual measurement of their performance. (Hilton Hospitality Inc., 2002)

Minorities have gone into franchising with fast food restaurants, cleaning companies, hotel maintenance, and other franchising companies of the like. Those that have done so have generally taken "the easy way." This is due to the mindset that they have lower barriers to the doorway of management positions, caused by certain employers. As a matter of fact, when a boasting article about the Ritz-Carlton mentioned its "highly diverse workforce" it said, "In the housekeeping department, [Gutierrez] can identify twenty-two nationalities." This is a very important issue for Hilton, as they do not want to drive away potential employees with a notion like that.

"About 5 years ago, we assessed our diversity effort. We found that of the 40,000 major branded hotels, almost half of them were owned by Asian Americans. That was a stunning realization. By contrast, the number of hotels owned by African Americans and Latin Americans was far lower," said Pitts. (Bovich, 2006)

By joining the US Olympics Committee's FLAME (Finding Leaders Among Minorities Everywhere) program they are doing just that. It is a fun, interactive five-day program for minority youth, which exposes applicants selected by the USOC to the Olympic ideals of Persistence, Vision, Focus, Discipline, and Commitment. FLAME offers minority youth various opportunities for personal and professional growth, exposure to diverse lifestyles, and the occasion to interact with peer and adult achievers to whom they can relate and aspire to emulate. (Hilton Hotels Sponsors FLAME, 2005) A very optimistic objective of theirs is to simply encourage young men and women who will become our future leaders.

It is obvious that Hilton Hotels believes that the knowledge and training must be given early. The foundation of Hilton's diversity initiative begins with recruitment. Through the Human Resources/Training efforts, good diversity recruitment is possible. Hilton employees are introduced to its "Diversity Works" philosophy upon joining the company.

They have also partnered with the NAACP and sponsored its 93^rd Convention "Freedom Under Fire". More recently, they have become the Founding Corporate partner of the Hispanic Hotel Owners Association as well. In 2005, they formed the first-ever Multicultural Advisory Board. "Hilton Hotels Corporation has shown a historic commitment to diversity, and this Multicultural Advisory Board will help us convey that commitment to multicultural audiences." (Business Wire, 2005)

The amount of work that has been put into this corporation is overwhelming. What works the best with their diversity initiatives is that they know taking care of surface issues just won't cut it. The encouragement of minority children to overcome the stereotypes and have faith in what they can do is very honorable. By doing this, many more minorities will be able to hold managerial positions, providing diverse ideas and knowledge necessary to run a successful hospitable business. This is perhaps the reason why the corporation is on top of the world. For a hotel that has been around for 43 years, its values have done nothing but improve to better the lifestyles of potential employees, affiliates, and consumers. Hilton has set a great example for all major hotels worldwide.

I believe that many benefits derive from the diversity vision at Hilton. Their staff, for one is huge, and diverse at that. Human Resource issues are never brought about due to the early and mandatory training. This allows the qualified people to get the right job. Not only does Hilton want to hire minorities, but they have shown to do their best efforts in bringing the corporation to them. Opportunities at the Hilton continuously come knocking on the doors of those who are in need of opportunity. For these groups of people, it is not always easy- and most certainly not always encouraged- going for the top positions. Hilton Hotels Corp. has made things happen. They have gone above and beyond the minimal requirements to make sure their staff can provide creativity and innovation, improve local and global market share, give back socially, and increase profits and much more. This is accomplished all by simply giving minorities who have the potential to make a huge difference a chance.

Hilton Hotels has displayed leadership through their diversity programs, acting as an agent for change. It has created an environment, which people from all over can work together effectively. Setting this example can only improve the hospitality industry. I hope that by the time I am established in the industry, more facilities will have made changes and followed Hilton in their quest to eliminate the "melting pot" theory, and welcome all different nationalities, and the uniqueness they encompass.

Bovich, L. (2006). Hilton puts support behind Hispanic hotel owners start-up. Hotel Business, 15(20), 3-32. Retrieved Sunday, February 11, 2007 from the Hospitality & Tourism Complete database.

Godwin, N. (2005). Hilton, Marriott push diversity. (Cover story). Travel Weekly, 64(7), 1-57. Retrieved Sunday, February 11, 2007 from the Hospitality & Tourism Complete database.

Gunter, H. (2004). Hotels initiate change with dedicated diversity officers. Hotel & Motel Management, 219(14), 19-19. Retrieved Monday, March 12, 2007 from the Hospitality & Tourism Complete database.

Hilton Hospitality, Inc. (2002). The Hilton family, where diversity works. https://cvmas02.cvmsolutions.com/hilton/Hilton%20Family.pdf). Retrieved February 10, 2007, from http://hiltonworldwide1.hilton.com/en_US/ww/people/diversity.do;jsessionid=9C20947303C106661EAB92F98C022AA4.etc42.

Hilton Hotels joins the United States Olympic Committee to sponsor F.LA.M.E. (2005). Businesswire, 214(16), 8. Retrieved Monday, March 12, 2007 from

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