Hilton Hotels Study Case

1996 Words8 Pages
1. “When Conrad N. Hilton opened the first hotel to bear the Hilton name in 1925, he aimed to operate the best hotel in Texas. As a result of his commitment, leadership, and innovation, today Hilton is one of the most respected brands in the world.” (www.hiltonworldwide.com) Their mission statement : ”To be the preeminent global hospitality company - the first choice of guests, team members, and owners alike” reflects and reinforces the company's core values : Hospitality - We're passionate about delivering exceptional guest experiences. Integrity - We do the right thing, all the time. Leadership - We're leaders in our industry and in our communities. Teamwork - We're team players in everything we do. Ownership - We're the owners of our actions and decisions. Now - We operate with a sense of urgency and discipline.” (www.hiltonworldwide.com) Having an impressive 9 international brand portfolio spread among 76 countries worldwide, and being one of the largest full-service hotel brand in the world came with its challenges. Achieving the goals and mission statements have to be understood in the global, larger context.... It is obvious that the biggest threat to Hilton's success would be the direct competition materialized in giant corporations as Marriott or Intercontinental, but also the less obvious but equally challenging changes in technology, or the birth of the “dot com” era also played a decisional part in Hilton's evolution. From 1955 and their 1st board reservation system to their state of the art OnQ system with integrated CRM was a continuous improving process based on one vital action : obtaining as much info as possible related to the customer's preferences, priorities and needs that will lead to providing a superior service due to the creation of a customer-company relationship. The 1989 slogan : “100% satisfaction

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