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aceeeeeoocaeceeceeeoceeoooo HILTON UNtvERSITv Fort EMPLOYEES ONLv: Products-based multinational ans with worldwide operations and therefore a diverse workforceface a major task in the training of employees in different regions in order to maintain a uniform organizational culture throughout the global company. But for multinational service rms. maintaining an educated. well-trained workforce is even more challenging. 11m '3 why many service rms have made it a priority to establish training programs. Take the hospitality industry for example. In the pre- World Wide Web era. these training programs used to be face to face and carried out in various foreign locations The downside of this form of classroom instruction was costs. time and the wide disparity in teaching methods in different places. Today. however more and more global service firms are taking their classrooms online. Not only does this form of traininglower overall costs but also attempts to transfer the image of corporate culture. Premier hotel group Hilton International launched its l-lil- ton University in 2002. solely for training and educating its global employees Prior to this initiative. employee training was conducted on every Hilton hotel's premises in more than 65 countries Needless to say. the costs of training. time taken and the training programs differed to a certain extent based on location. Also. not all Hilton hotels are owned by the company. Some hotels are managed by outsiders The company felt the need to consolidate employee training and introduced online training. Another reason for establishing Hilton University was that corporate headquarters felt the need to monitor and control training programs. mainly the content of the training program and its effect on employee skills. Hilton University conducts several different online training programs lts employees worldwide are expected to get train- ing for at least 40 hours in a year. One of the businesses' primary needs is the ability of its hotel staff to effectively communicate with its customers Given that many of its hotels are located in non-English speaking countries. the English training program has become one of its most important one. Hilton's main clientele is comprised of high-income. educated travelers. who are willing to pay a premium for good service and comfort. A large number of its patrons are also from its home country (US). Hence. a majority of its customers are English speaking and with the establishment of Hilton Uni- versity. the company announced that English would be its ofcial language for conducting business in all parts of the globe. Accordingly. Hilton University started an English course. It uses GlobalEngJish, the leading online English learning and service provider for business communication. This course 9009.... provides an engaging and personalized user experience that have students on their way to speaking and uniting English in no time at all. Another reason for the introduction of this course was that the company wanted to create an organization culture of shared beliefs about the company and for employees to be able to share knowledge. information, and ideas. The results of the English training program were good. The GiobalEnglish is used by many team members of Hilton to improve their proficiency in English. On average. more than 75 percent of Hilton's foreign employees commended the pro- gram and claimed that it had given them the necessary lan- guage sltills to be able to condently perform their jobs. Better communication with guests improves their satisfaction. a good way to greet them more often as they come back. As men- tioned earlier. Hilton had set a target of 40 hours per employee. but the number of hours actually clocked in by employees exceeded the target by 10 hours on average. Since 2005. Hilton University has offered more online language learning, including French. Spanish. Italian. German. and Dutch. However. most of the courses other than language provided by Hilton University are still in English. Since less than 10 percent of Hilton's foreign staff is uent in English. roost of these courses are not comprehensible to the majority of its employees. A possible solution to this problem is to introduce courses in different languages In addition to the complexity of this task. the company was unable to provide similar learning opportunities to its non-English Speaking staff. In spite of the problem 0! course language. Hilton Univer- sity still witnesses great success. From 2002 to 2005. nearly 10,000 Hilton people have completed over 100.000 e-Learning programs 93 percent of these learners said that they would recommend this form of learning to their friends and col- leagues. The strongest \"likes" were the chance to learn at a time. place. and speed that is suited the learner. Ecosted by the success of its online programs Hilton University has introduced several others that the company expects will increase employee productivity and improve ser- vice at its hotels all over the world. This initiative by the company has also raised its image in the eyes of employees and the company has gotten a whole lot closer to its objective of maintaining a global service-oriented organization culture