Table of Content

1.0 Introduction………………………………………………………...4
1.1 Mission
1.2 Vision
1.3 Analysis
2.0 Value Chain Analysis……………………………………………..5-8
2.1 Primary Activities
2.1.1 Inbound Logistics
2.1.2 Operations
2.1.3 Outbound Logistics
2.1.4 Marketing & Sales
2.1.5 Service
2.2 Support Activities
2.2.1 Infrastructure
2.2.2 Human Resource Management
2.2.3 Technology Development
2.2.4 Procurement
2.3 Analysis
3.0 Recommendations…………………………………………………….8-9
3.1 Find More Local Suppliers
3.2 Adopt Online Recruitment & Training
3.3 Special Promotions & Spreading Awareness
4.0 References………………………………………………...10
1.0 Introduction

The previous KL Hilton, which was initially inherent Jalan Sultan Ismail in 1973, was the
first historically speaking five-star hotel to be opened in Kuala Lumpur. Numerous celebrated
individuals had remained at the inn including Nelson Mandela and Queen Elizabeth. In 2002,
there was an adjustment in the administration and the hotel was renamed to Mutiara Kuala
Lumpur. In 2004, Hilton Kuala Lumpur opened its new hotel situated in 3 Jalan Stesen
Sentral. It has gotten in excess of 100 honors from that point forward. Hilton KL is a
sumptuous 5-star appraised inn situated at the downtown area with KL Sentral, the principal
transportation center in Kuala Lumpur directly close to it. It is a piece of Hilton Hotels and
Resorts Group (Hilton, 2020).

1.1 Mission
To be the most hospitable company in the world – by creating heartfelt experiences for
Guests, meaningful opportunities for Team Members, high value for Owners and a positive
impact in our Communities (Hilton, 2020).

1.2 Vision
To fill the earth with the light and warmth of hospitality –by delivering exceptional
experiences – every hotel, every guest, every time (Hilton, 2020).

1.3 Analysis
The Covid-19 pandemic has badly affected all the business industries and hospitality industry
is one the most significant among the affected. It has brought tremendous pressure on the
hotels to maintain their power of resiliency and following the path of achieving their mission
and vision and the same scenario applies to Hilton Kuala Lumpur. Hilton’s mission says that
it will be the most hospitable company in the world, which is being still handled and fulfilled
well enough even in the middle of this pandemic because mainly the financial sector has been
got affected by the pandemic but ensuring best hospitality is still being possible by Hilton and
it’s definitely a reachable and sustainable mission even in this pandemic.
Moreover, the vision of Hilton is almost identical with its mission which desires to deliver the
light and warmth of hospitality which is being fulfilled and achieved by Hilton and will be
fulfilled in future too even in the pandemic since it’s not related to financial factors.
2.0 Value Chain Analysis

2.1 Primary Activities

2.1.1 Inbound Logistics

Hilton lodging has a few providers in every city where it has a Hilton's branch, to keep high
status on the superior inns chains and provide good quality assistance for clients. The main
territories that lodging gives its consideration are food, drink, inside plan and engine
administration. For instance, in the food division, when the products are conveyed, the
catering department must store them in the perfect time and in the privilege temperature in
request to spare the nature of merchandise. Hilton has a one of a kind procedure of caring for
the merchandise, for instance, the cooking office utilizes shading stickers which reminds
them about the great's lifetime and its cutoff time (The star, 2020).

2.1.2 Operations
This stage incorporates tasks of Hilton with changing the products into the contributions for
the clients. For instance, to serve the guest, all accessible rooms will be cleaned once after the
past customers check-out, prepare all the foods on the dining table before guest to arrive to
the dining room, doing regular checks on the inventory to ensure a great experience for the
customers and doing regular monitoring on the freshness of the raw foods before preparing it
for cooking (Clarke, 2019).

2.1.3 Outbound Logistics

This stage is about the introduction of administration to clients. It tends to be both
unmistakable and immaterial items. For instance, Hilton publicized its hotel rooms and the
rooms must be met desires by clients who have been promoted. Also, in food foundation, all
dinners ought to be cooked in the expert way if the client requests an uncommon meal,they
ought to get what the clients have mentioned and it ought to be served inside five minutes.
2.1.4 Marketing & Sales
This stage portrays showcasing correspondence and advancement strategies that ought to be
addressed the requirements and desires for clients. Relies upon its trademark, for example,
"Never feel away from home, when living in any of ourhotels around the world" we can say
that they attempt to illuminate everyone that any place you go, you can generally be
agreeable like remaining at your home at our Hilton Hotels (Myk Pono, 2020).

2.1.5 Service
This stage incorporates a wide range of administration, for example, master deals
service,customer grumblings, client assistance, training and so forth All requests from clients
or protests handle quickly and afterward records inHotel information base framework as
future reference.

2.2 Support Activities

2.2.1 Infrastructure
Hilton has a proficient framework to control performances of the organization and there are a
rundown of principle factors, for example, cleanliness,quality, administration, air and upkeep
that utilizations to keep up its achievements in all branches. Additionally, lodgings and basic
areas of the inn must be totally spotless and give comfort, its administration must be
conveyed through an expert way and all types of gear must be checked before it will be
required (Hermesauto. (2020).

2.2.2 Human Resource Management

To convey an ideal client serving, Hilton gives training for forefront and the board laborers to
show them how it ought to be delivered in a proficient way. Accordingly, HRM likes to select
employees with a correct demeanor and information for the work. All Hilton'semployees are
needed to go to two projects, for example, "at work" and"off - the-work" to guarantee that
they have an ideal person for the correct time. Besides, to persuade its representatives to work
better and towards the relegated errands, Hotel gives its all laborers money related and
nonfinancial prizes (The star, 2020).
2.2.3 Technology Development
The primary motivation behind utilizing innovation advancement and web-technology is
utilized by Hilton to improve consumer loyalty by making quick and instant client care.
Innovation office builds up an official website which empowers clients to book a room from
anyplace in the world. Besides, for extra assistance, its site empowers to make a request for
the air terminal and more by occasion to talk with one of the administrators on the site (Myk
Pono, 2020).

2.2.4 Procurement
At the point when we talk about Hilton, we promptly can say that its position as the global
premier inn network requires exceptionally high necessities forits providers. As indicated by
Hilton division hypothesis, this cycle should be specific and finicky about its providers, who
must, separated from the high nature of items and administrations that they need to give, also
follow the standards and commitments set by Hilton. It's providers should be friendly and
must not be associated with any sort of exploitative issues according to Hotel (Rahim, R.
(2020).

2.3 Analysis
Hilton has very arranged and advanced infrastructure to ensure the cleanest, fastest, safest
and most hygienic experience for the customers hence in that pandemic Hilton’s
infrastructure is being able to handle the situation and no need to change the whole system
but still can improve further.
But the HRM is being badly affected by the current pandemic because Hilton’s recruitment
process, on-the-job and off-the-job training has almost stopped now and it has to retrench 500
plus employees because of the hit by the Covid-19. Now the only option left for Hilton’s
HRM is to make some changes in it’s HRM to cope up with the pandemic which could be
online recruitment, online training and online motivational segment for employees, regular
online meeting.
In the technology sector, Hilton has a very advanced technological arrangement which
enables customers to book a room online, several online services for room and which are not
affected by the current pandemic and can handle the situation without making any changes.

The procurement section of Hilton has been affected by the pandemic because most of the
suppliers couldn’t deliver the supplies to Hilton on time because of the MCO and travel
restrictions imposed by the Government. Hence Hilton has to make some changes in it’s
procurement to cope with this global pandemic which could be finding more local suppliers,
looking for suppliers who are complying with rules (Myk Pono, 2020).

Hilton has branch based and city based suppliers but are affected by this pandemic to the
supplies on time and in this situation Hilton could find such suppliers who still can provide
by complying with all rules.

The usual operations have been changed by Hilton already at the beginning of this pandemic
such as regular cleaning the room with sanitizer, giving free masks to the customers and
employees, giving PPE to the employees, letting know all the customers to be careful and to
comply with the rules and everything seems to go well.

Outbound logistics, marketing & sales and services all are affected by the current pandemic
hence Hilton has to make changes in it, such as giving many promotions and cheap deals to
attract more customers and making videos of their services such as giving free masks, giving
PPE, cleaning the rooms with sanitizer and release these videos for awareness and marketing
purpose so that it brings positive impact on the customers mind (The star, 2020).

3.0 Recommendations

3.1 Find More Local Suppliers

Hiltons is facing issues with enough supplies because this pandemic has brought travel
restrictions so the international suppliers of Hilton are not able to supply Hilton Kuala
Lumpur for now. To overcome this complication, Hilton can look for more local suppliers so
that they still can provide enough supplies even during this pandemic and this is how Hilton
can solve it’s issue with procurement that has been affected by the Covid-19 pandemic.
For example, Hilton has many international suppliers for its daily and luxurious supplies and
now Hilton can get it from IKEA Malaysia or other big local suppliers who can meet the
Hilton’s demands and expectations by complying with the Covid-19 rules and regulations
(Rahim, R. (2020).
3.2 Adopt Online Recruitment & Training
Hilton’s HRM sector is badly affected by the Covid-19 pandemic because employee
management got affected which led to unplanned retrenchment, and the training system got
affected. Hilton can switch it’s traditional system of recruitment and training. Hilton can
arrange for an online recruitment process which won’t need any physical communication
with the interviewees.
After doing online recruitment, the orientation for the new recruiters and training for them all
could be done online and the training for the other employees and regular meetings with them
regarding issues could all be settled online.

3.3 Special Promotions & Spreading Awareness

Financial sector of Hilto has been badly affected by Covid-19 because of MCO and risk
associated with outdoor visits. To boost the sales and smoothen the promotional strategy,
Hilton could offer more promotions and cheap deals so that customers go for visiting while
the MCO is over.
On the other hand, Hilton can make promotional videos for spreading awareness and positive
vibes by creating videos on the process that how they sanitize the hotel and all the rooms,
how they keep the food very safe and hygiene, how they giving free masks to the customers,
how they sanitize the customers while arrive to the hotels, how they give free PPE to their
employees because the are the most vulnerable. And by these videos they can promote itself
in a positive way so that customers feel safe to visit Hilton (Rahim, R. (2020).