Hilton rolls out new online suite of learning tools in Middle East & Africa

The Hilton Brand Service Toolkit, which supplements the company's formal orientation programmes and periodic refresher courses offered on property, will be available online to team members across the region in both Arabic and English.

"We strongly believe in equipping all our team members with the ability to deliver consistent and inspiring service," said Azza Serry, Senior Director of Business Development, Egypt, Jordan, Lebanon & Africa. The implementation of clear and comprehensive learning modules ensures that we remain true to Hilton's Be Hospitable spirit. The introduction of our Arabic Brand Service Toolkit furthers our strive to consistently deliver a service which will help ensure Hilton Hospitality is a global experience."

Presented by hotel departments, the toolkit provides the following:

Brand Standards & Brand Service Standards

Hilton Hotels Corporation employs a rigorous set of brand standards to ensure that guests receive a consistent and hassle-free experience, and enjoy personalised and inspirational service. In the Brand Service Toolkit, standards are broken out by department so it is easy for staff to find the information most relevant to their job function. Included in these standards are Hilton's 12 universal service standards, which define the company's unique delivery of hospitality, along with global department-specific service standards. These are presented in quick reference sheets created in 27 languages including Arabic, and specific to each hotel department.

Departmental Training Checklist

The Department Training Checklist is a self-audit checklist designed to help new and existing employees better understand the expectations for their role.

Suggested Standard Operating Procedures (SOP)

Short, easy to digest SOP guides describe how employees should perform a task in a way that meets Hilton brand standards. The Suggested SOP take into consideration cultural nuances, physical differences of properties and employees' personal preferences while making recommendations about possible efficient solutions, such as housekeeping techniques for making a bed. Suggested SOP is also organised by department making it easy for staff to find relevant information at the click of a mouse.

Great Ideas

The Great Ideas section - also broken out by department and function - showcases easy to digest solutions to real on-property situations and challenges. Hilton hotels around the world are encouraged to submit best practices and participate in idea sharing.

E-Learning

To ensure team members are armed with the tools they need to perform at their best, Brand Service Standards E-Learning Courses will be available as part of the toolkit or through Hilton's e-learning experience, Hilton University.

Bite-Sized Training

Bite-Sized Training modules are short 10-20 minute presentations that managers can deliver to their team members in a formal or informal meeting. For example, a front office manager expecting a large meeting group can use his morning meeting to run team members through a 15-minute refresher course about interacting with guests.

"Hilton is delivering a comprehensive training solution with this new Brand Service Toolkit it," said Jeff Diskin, senior vice president - brand management, Hilton Hotels. "The tool is unique in its depth and plays an important part in reminding each and every team member of how their role matters to our guests and to our brand as a whole."