WELCOME Dear Future Team Member, We have experienced a momentous year of growth – and the numbers say it all. Hilton Worldwide has the largest development pipeline in its history with more than 125 hotels in Europe. Compared to our competitors, we have the largest number of hotels under construction in Europe, with 1 in 5 of all rooms being built today being Hilton Worldwide branded. Six years ago this was 1 in 20. We know our people are key to our success and over the last year we have developed a rich and varied Learning & Development programme aimed at all Team Members, and most recently we have developed further opportunities specific to all levels within our organization, based on the feedback to us. The development of our Team Members continues to
We hope to welcome you soon within Hilton Worldwide!
be a key strategic priority as we further grow and expand our presence across Europe. It is essential that our people have the skills and training they need to fulfill their potential, and Hilton Worldwide University supports this as our global learning platform. By improving the quality and relevancy of our learning and development proposition we will ensure that our people and our company are positioned to maximize the opportunities that the future brings. Simon Vincent Area President Europe
TALENT MANAGEMENT EUROPE MISSION STATEMENT: “To create Learning and Development Opportunities to meet our Business Needs and Support the Attraction, Retention and Engagement of Talent”.
WELCOME Welcome to the 2013 Annual Learning & Development Plan. Hilton Worldwide recognizes that it is critically important for our leaders and Team Members to have the necessary knowledge and skills to do their jobs effectively, and to have the ability to grow and develop both personally and professionally. This Annual L&D Plan provides you with information on the wide range of learning and development activities that are available to you throughout the year. The content is grouped into relevant sections, so that it is easy to identify the activity that’s right for you. Hilton Worldwide University (HWU) offers direct access to a wide array of learning opportunities, ranging from on-the-job training through to leadership and management development. Relevant and convenient to access, the learning is delivered in a variety of ways including e-learning, webinars, eBooks and articles, classroom training, on-the-job experiences, social learning and apps, etc. As we continue to evolve and grow our global business, it is important that our development programs are “best in class” and fit for purpose for Hilton Worldwide. Our portfolio of programs has recently been refreshed to ensure that they continue to be both relevant and leading edge. Information on the programs is included in this L&D Plan, and is also located in the new development program website in HWU that will be live at the end of Q1 2013.
Choosing the right development activity is important. You should think about what you want to work on to build your functional and technical competency, your leadership competency, and your own personal development. The most effective learning will come from selecting a range of development activities built around the 70:20:10 approach to learning:
A Personal Development Plan (PDP) can be a great tool to support your learning and development journey. It is a structured process to identify the areas you need and want to work on during the year for self development. It helps you to focus on areas of improvement, develop areas of strength, or explore new skills and knowledge that you want to acquire. The PDP Guide provides support, tips, and tools to help you to develop a plan best for you. You can also find this Guide in the SuccessFactors PMRC (Performance Management Resource Center).
LEARNING & DEVELOPMENT DEVELOPMENT PLAN | CONTENT 2013 A B
Hilton Worldwide University Hotel College
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Skillsoft Leadership Development Channel
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Brand Training Matrix
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General Manager Brand Training (Formerly GO)
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Culture Wise
Hilton Garden Inn University
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Management 100 Level Courses
“Opening Hotel” Train the Trainer
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HR 100 Level Courses
Train the Trainer Full Service Certification Workshop
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HR 200 Level Courses
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Language Course – English (Global English)
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Job Skills Training Certification
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Leaders in Luxury
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Executive Leaders in Luxury
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New Hire Orientation
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MDP1 – Management 1
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ng Exceptional Service Teams Best – Building
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(Currently Leadership 1)
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Salt Overview
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MDP2 – Management 2
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8 Secrets to Getting 9’s and 10’s
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(Currently Leadership 2)
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Engineering Operations 101 (Foundation)
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MDP3 - Pro-Active Leadership
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Engineering Operations 201 (Intermediate)
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Front Desk Management 101 (Foundation)
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(Currently PAL)
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Front Desk Management 201 (Intermediate)
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GMDP1 (Currently Elevator)
Housekeeping Management 101 (Foundation)
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GMDP2 (Currently Shine 4D)
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GMDP3 (Currently Shine GM)
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D
General Studies College •
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C
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Housekeeping Management 201 (Intermediate)
Commercial College
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Global Development Programs
OUR VISION To fill the earth with the light and warmth of hospitality
OUR VALUES H OSPITALITY We are passionate about delivering exceptional guest experiences.
I NTEGRITY We do the right thing, all the time.
L EADERSHI P We are leaders in our industry and in our communities.
T EAMW ORK We are team players in everything we do.
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Director of Sales/DBD Orientation (Europe
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Sales 101 – The Counselor Sales Person
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Sales 201 – Negotiating to Yes
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Revenue Management @ Work
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Revenue Management Trial (Beginner Course)
We are the owners of our actions and decisions.
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Revenue Management Trail – Tools and Reporting
N OW
Leadership College •
Harvard Managementor
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Ecornell
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Ecornell – GM Recommended Courses (2013)
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Leadership Development Catalogs
O W NERSHI P
We operate with a sense of urgency and discipline.
HILTON WORLDWIDE UNIVERSITY (HWU) AN OVERVIEW OF THE COLLEGES Mission: To offer learning opportunities that enable Team Members to grow and develop, resulting in great experiences for our guests.
HOTEL COLLEGE
OWNERS COLLEGE
HOTEL MANAGEMENT & TEAM MEMBERS
HOTEL OWNERS & FRANCHISEES
Provides hotel Team Members training on Brand Standards, Service, Culture and Job Skills, General Manager Brand Training, and Train the Trainer workshops to support brands in delivering on their promise.
Provides owners and franchise partners training on Brand Standards and how best to optimize Hilton Worldwide and Brand resources.
COMMERCIAL COLLEGE
LEADERSHIP COLLEGE
ALL TEAM MEMBERS THAT SUPPORT COMMERCIAL SERVICES
SENIOR LEADERSHIP GROUP (EVPS AND SVPS), VPS AND GMS
ALL HILTON WORLDWIDE TEAM MEMBERS, SUPERVISORS & MANAGERS
Provides our Commercial Services Team Members training to optimize revenue and system efficiency inclusive of Sales, Revenue Management, IT, Front Office, HRCC, eCommerce, HGV and Customer Marketing.
Provides Executive and Leadership Development including experiential opportunities for Senior Leaders that support our Corporate Office, and General Managers at our Owned and Managed Hotels.
Provides Hilton Worldwide Corporate and Hotel Team Members basic Management and Supervisory skills, including targeted curriculum for finance, human resources, etc. Additionally, includes all compliance training.
GENERAL STUDIES COLLEGE
LEARNING AT HILTON WORLDWIDE: • • • •
Own your own development Learning extends beyond the classroom: e-learning, stretch assignments, books, meetings, mobile apps, on the job etc Infuse learning at every opportunity with your Team HWU is your number #1 resource
GETTING STARTED Click on the HWU icon
which can be found on the OnQInsider home page.
Or you can access HWU via the Team Member link from the OnQInsider home page and then selecting Hilton Worldwide University for more details about HWU and the various colleges.
GLOBAL DEVELOPMENT PROGRAMS We have had a successful portfolio of development programs in place in hotel operations for a number of years, many of which are seen as best in class in the hospitality industry. As we further evolve and grow our global business it is important that they continue to be leading edge and fit for purpose, to help us to attract and retain the very best talent for Hilton Worldwide. It is also important that we have consistency in our global development programs to support our talent pipeline for the future. These global programs are then supplemented by regional, area and country programs as appropriate. In 2012 we reviewed the following global programs: Leadership 1 and 2, PAL (Pro-Active Leadership), the Elevator Graduate Scheme, SHINE 4D and SHINE GM. As a result of this you will see program improvements in 2013. The approach is “evolution not revolution” – we are being careful to keep the best of what we have, and be sure that the program enhancements will truly add incremental value. These are our guiding principles: •
We will have a framework of global programs that are consistently delivered across the business, while recognizing the need to accommodate local cultural adaptations
• They will include both technical and leadership development content • Program content is refreshed and re-formatted to provide a best in class, structured learning journey • The programs will have input from, and connection to, functional specialists and business leaders • They will embed our six leadership competencies • They will be hallmarked by consistent selection criteria, program content, materials, collateral and communication
The program improvements have been validated, including successful pilot events, and will be incorporated throughout 2013. A website has been developed to provide a “one stop information shop” about the refreshed global programs; this will be available by the end of Q1 in the General Studies College in Hilton Worldwide University. In the meantime, overviews of the current programs are included in this L&D Plan. As part of the refreshed approach, we are also a introducing a new naming convention for the global programs. More information will follow as we go through the year.
MDP1 – MANAGEMENT 1 (currently Leadership 1) Target Audience: Designed for potential or newly appointed Team Leaders Summary: This is available to all Hilton Worldwide Brands. There is a 4-day workshop followed by a monthly follow up over a period of 9 months. Each month, the participant completes a case study to consolidate their learning. Each participant is linked to a study buddy (another participant) and to a coach/mentor in the hotel who will check the assignment work and the progress the participant is making. On completion of each module participants are encouraged to complete supplementary learning activities, such as guided reading and Hilton Worldwide University courses. These will be aligned with individual and business needs. Format: 4 day classroom course, plus monthly follow up for 9 months. Alternatively, classroom sessions can be divided over 9 months. Program Length: 4 days Competencies covered: Adaptability, Customer Focus, Quality, Productivity, Teamwork, Collaboration Required or Optional: Optional Facilitated by: Local HR or (Cluster) Training Manager Point of contact: Local HR or (Cluster) Training Manager
MDP2 – MANAGEMENT 2 (currently Leadership 2) Target Audience: Experienced Supervisors/Team Leaders and Department Heads who have not received similar training in their previous position. Summary: This is available to all Hilton Worldwide Brands. There is a 5-day workshop followed by a monthly follow up over a period of 9 months. Each participant is linked to a study buddy (another participant) and to a coach/mentor in the hotel who will check the assignment and the progress the participant is making. Projects are to be completed as part of this programme. On completion of each module participants are encouraged to complete supplementary learning activities, such as guided reading and Hilton Worldwide University courses. These will be aligned with individual and business needs. Format: 4 day classroom course, plus monthly follow up for 9 months. Alternatively, classroom sessions can be divided over 9 months. Program Length: 4 days Competencies covered: Adaptability, Customer Focus, Quality, Productivity, Teamwork, Collaboration Required or Optional: Optional Facilitated by: Local HR or (Cluster) Training Manager Point of contact: Local HR or (Cluster) Training Manager
MDP3 - PRO-ACTIVE LEADERSHIP (currently PAL) Target Audience: Departmental Managers. Previous participation in MDP2 (currently Leadership 2) is strongly recommended. Summary: This is a practical and interactive program in which participants learn about their behavior in their role as a manager and how to motivate people, facilitate team work, manage task achievement and use a range of motivation strategies and practices to maximise individual and team performance. Participants have the opportunity to practice the different management skills learnt. The exercises are video recorded and participants receive feedback from colleagues, tutors and self-feedback by watching their behavior via recording. The participants and their General Manager receive a written report containing observations taken during the course. These observations are shared during the course with each participant in one-to-one feedback sessions. Format: Classroom Program Length: 4 days Competencies covered: Leadership, Judgment, Result Focus, Collaboration Required or Optional: Optional Facilitated by: Hilton Trainers Point of contact: Area L&D team Course code: Europe 1244, UK &Ireland 3304
GMDP1 (currently ELEVATOR) Target Audience: Talented graduates from well respected hotel or business schools, and high performing / high potential Team Members with 3-5 years of proven success. Fluent in at least two languages (English + one other). Globally mobile and with hotel or hospitality work experience. Summary: This is a personal development program for globally mobile graduates to prepare them to be ready for a hotel GM position within 6-8 years. It is a globally consistent program, managed on a Regional basis. The program is designed to give participants the required knowledge and experience for the start of their journey to GM through a broad based management learning experience across all core functions of the hotel. The Program is based on two placements in two different countries and/or Regions and includes: • Structured group orientation • Tailored job experience in all functions, taking account of any previous experience • Formal off-the-job learning in a range of business disciplines • Virtual classrooms and Hilton Worldwide University e-modules • Two major business projects • Personal mentor (typically a seasoned GM) • Competency based Personal Development Plan • Career Development Reviews Format: Blended learning approach. Program Length: 18 months Competencies covered: Customer Focus, Living the Values, Leadership, Collaboration, Judgment, Results Focus Required or Optional: Optional Facilitated by: Area L&D Team Point of contact: Area L&D team
GMDP2 (currently SHINE 4D) Target Audience: Department Head or Area Specialist talent identified as having the potential to become a hotel level Director. There are rigorous selection criteria and attendance is by invitation only, with participants being nominated by their General Managers and approved by Area VP Operations, HRVPs and Talent Management. Summary: This is a structured development program that enables our identified internal talent to effectively transition to a Director role at hotel Executive Committee level. It is expected that successful participants will move into a hotel Director role within 3 – 12 months of attending the program, subject to the availability of suitable opportunities. It is a global program, run on a Regional basis. The Program runs over 9 months and provides a structured framework of learning and development opportunities. These include: • Psychometrics • Webinars and virtual classrooms • Hilton Worldwide University e-modules • Business Residential Workshop • Development Centre with other participants • Individual mentor • Personal Development Plan (PDP) aligned to the participant’s individual technical and leadership capabilities • Program sign off • Career Development Reviews The blended learning approach ensures a rich development experience. Participants learn about themselves, about being a leader, about what it takes to be successful in a 4D role, and about the business. In addition, being part of a top talent group provides great teamwork and networking. Program Length: 9 months Competencies covered: All Hilton Worldwide leadership competencies. Required or Optional: Optional Facilitated by: Talent Management, business leaders and functional specialists plus external learning input Point of contact: Area L&D team
GMDP3 (currently SHINE GM) Target Audience: Hotel Executive Committee (4D) or Area Specialist talent identified as a future hotel GM. There are rigorous selection criteria and attendance is by invitation only, with participants being nominated by their General Managers and approved by Area VP Operations, HRVPs and Talent Management. It is likely that participants will have completed GMDP2 (currently SHINE 4D) at least 9 months beforehand, although this is not an absolute requirement. Summary: This is a structured development program that enables our identified internal talent to effectively transition to a hotel General Manager position. It is expected that successful participants will move into a Hotel Manager or General Manager role within 3 – 12 months of attending the program, subject to the availability of suitable opportunities. It is a global program, run on a Regional basis. The Program runs over 9 months and provides a structured framework of learning and development opportunities. These include: • Psychometrics • Webinars and virtual classrooms • Hilton Worldwide University e-modules • Business Residential Workshop • Development Centre with other participants • Individual mentor • Personal Development Plan (PDP) aligned to the participant’s individual technical and leadership capabilities • Program sign off • Career Development Reviews The blended learning approach ensures a rich development experience. In addition, being part of a top talent group provides great teamwork and networking. NOTE: there is a similar learning approach to the GMDP2 (SHINE 4D) program, but there is a distinct step change in program level and all elements of the program content. Program Length: 9 months Competencies covered: All Hilton Worldwide leadership competencies. Required or Optional: Optional Facilitated by: Talent Management, business leaders and functional specialists plus external learning input Point of contact: Area L&D team
LEARNING CONTENT: EUROPE In this section you will find the Learning and Development Programs offered to the European Hotels.
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H
Management Team Building
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Managers
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Belbin Team Roles
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Chef Mentoring
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Emotional Intelligence
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Coaching & Mentoring
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Oz Principle Accountability Training
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Culinary Management Programme
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Effective Presentation Skills
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FAB 1 TTT
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Food & Beverage Management Course
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Hilton Bar Management Course
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Hilton University Question and Answer VC
All Team Members •
Language Course – Dutch, French, German, Italian and Spanish
I Team Members
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HR Business Foundation Programme
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Complaint Handling
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MDP1 (Currently Leadership 1) Train the Trainer VC
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Food & Beverage - FAB 1
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Managing Performance
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Front Office Academy
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New Training Manager Orientation Day
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We Are All Sales
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Operational Finance
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MDP (currently PAL) Train the Trainer
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Top Talent
J Team Leaders/Supervisors •
HR Business Foundation Programme
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Job Skills TTT Programme (1 day)
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Regional Management Development Programme
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Coaching & Mentoring
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Top Talent
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High Impact Presentations
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Virtual Classroom Train the Trainer: Presentation Techniques
L
Director & Area Specialists
M General Managers & Area Specialists •
Advanced Business Writing Skills
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Advanced Mentoring Course