Customer Service Gap At Hilton

Conrad Hilton (Figure 1.1), the man who started Hilton hotels. He was born on December 25, 1887 in San Antonio, New Mexico and died on January 3, 1979 in Santa Monica, California. Conrad Hilton was famous as American hotelier and businessman. For instance, he was also the founder of Hilton hotel chain (Figure 1.2A - Figure 1.2C) and in 1925, he built his first hotel in Dallas Hilton and it costs $1million. Conrad Hilton was deep faith in God and country. Not only that, he belief in hard work and has the ability to dream big. Thus, he was influenced by his mum’s Catholic beliefs and told by his mum prayer was the best investment ever. Furthermore, “digging for gold” and “esprit de corps” are his golden principles of being successful. He published his autobiography,”Be My Guest” in 1957.

The Hotel Monaco achieves their desired organizational effectiveness by being conscience of goal accomplishments, satisfaction of constituencies, and acquisition of necessary resources. The Hotel Monaco claims its three most vital assets are its customers, its employees, and its investors. Their customers’ expectation and satisfaction of the hotel’s top-level of service offerings, and its unmatched customer service, is what keeps them in business and at the top.

Hilton Hotel is founded by Conrad Hilton, they started their operation since 1919 and since then, they become one of the well-respected premier hospitality organizations with diverse employees worldwide. Currently, they have more than 4,600 owned and franchised hotels and resort chain in 100 countries. It has more than 200,000 rooms to accommodate guests from different parts of the world. It has more than 400,000 employees and team members to answers the needs of their guests (Hiltonhotelworldwide.com, 2016). In most of their branches their organizational structure is simple, with managers and supervisors from a different department, including admin, marketing, finance, human resource, concierge, food and beverages, housekeeping and etc.

Have you ever went to a grocery store or a retail shop and received bad services? Did you want to go back to the store after they treated you so poorly? One thing I have learned from working in a grocery store is that no business can be successful without the support of their customers. In this paper, I will be comparing and contrasting two major companies, Hot Topic and Nike. By comparing these two successful companies, I will prove that companies have no chance of success unless they take care of their customers. I will compare their missions and history. These comparisons will prove that good customer care is the key to any company's success.

The Ritz-Carlton is in the business of service. As a Ritz-Carlton manager stated “It’s all about people. Nobody has an emotional experience with a thing. We are appealing to emotions.” The Ritz-Carlton has had a great deal of success in achieving this experience with one of the highest customer satisfaction rates in the industry, 92%. The Ritz-Carlton strategy employs a variety of techniques to achieve, maintain, and improve customer satisfaction on a daily basis. This begins with internal quality which leads to employee satisfaction and profitability is realized once customer loyalty is obtained. The foundation of The Ritz-Carlton success in world class service was largely attributed to attention to quality and employee relationships.

Hilton Hotels Corporation – Hilton was founded in 1946 and headquartered in Beverly Hills, California. It has 2,838 hotels worldwide under the brands Conrad, Doubletree, Embassy Suites etc. HTL operates upscale full-service and limited service hotels in urban, airport, resort and suburban locations. It ranks third in the number of employees (105,000) and revenues ($8.6 billion) but second in net income of $552 million.

The following case concerns Hilton’s reward program for its guests, the Hilton HHonors, and the possible implications after the introduction of a different reward program introduced by Starwood Hotels and Resorts Worldwide Inc. Many companies in different industries use the loyalty reward program as a form of marketing tool to reward their loyal customers. By doing this, they are able to retain their customers and attract other potential customers. The more attractive the loyalty programs are, the more customers the companies get and retain. Customers are

The business traveler market is one third of Hilton’s overall guests. The Hilton brand was controlled by two unrelated programs, Hilton Hotels Corporation (HHC) stationed in Beverley Hills California, and Hilton International (HIC) established in London, England. In 1997, the two corporations unified to Hilton Worldwide. By merging into one, the companies

These findings specify an optimistic relation between hospitality, guest fulfilment, and the hotel servicescape, the second of which is the mediator working here. This supports the positive relations between hospitality and guest fulfilment. In today’s highly modest hospitality business, the communication between customer service and attractive service atmosphere will increase the level of guest fulfilment significantly. The relation between the perceptible as well as the imperceptible elements of service contributions will positively make the service skill more pleasurable and impressive for the guests. According to the author apart from the consequence superiority, customers assess the service excellence based on interface quality the procedure by which the service product is transported as well as physical atmosphere excellence, which is the quality of the physical atmospheres where the service is transported. Hospitality introducing behaviour is

The report focused particularly on the following hotel chain Hilton Worldwide. Hilton legacy began in 1925, it was founded by Conrad N. Hilton. The first hotel was built in Texas and had 40 rooms; today Hilton is one of the most respected brands in the world. The company owns, manages or franchises a hotel group of some of the most famous and highly regarded hospitality brands worldwide, including Hilton, Conrad Hotels & Resorts, Double Tree by Hilton, Embassy Suites Hotels, Hampton, Hilton Grant Vacations, Homewood Suites by Hilton and the Waldorf Astoria Hotels & Resorts. With 4000 hotels and 650,000 rooms in 90 countries Hilton Worldwide is one of the world’s leading hotel. (Hilton Worldwide, 2013)

Hilton Hotels and resorts is a large and prominent group of famous hotel chains with branches all over the world. The parent company is called the Hilton Worldwide. Conrad Hilton founded the business in 1919. The first hotel he established was the Mobley in Texas. The chain boasts of several luxurious hotels and resorts. The standing of the corporation as at 2012 was about 3900 hotels having over 642, 000 rooms in total. These hotels are located in 91 countries over six continents in the world. A private firm, Blackstone Group, owns Hilton Worldwide. The headquarters of Hilton Worldwide are in Virginia where they relocated in 2009 from Texas their initial locality. The location of these hotels

This is the stated philosophy of the luxury hotel company that Conrad Hilton, the founder of Hilton Hotels, used to extend his desire for his company to offer customers a kind, hospitable, and luxury setting. Conrad started the hotel chain by purchasing a single 40- room hotel from Cisco, Texas in 1919. Since then the corporation has grown into more than 2,800 hotels and 490,000 rooms in more than 80 countries as of 2006.

Noone, Kimes and Renaghan (2003) acknowledge that there is a gap in the hotel industry to integrate customer relationship management and management of revenue. This gap can be attributed to the reduced attention that has been focused on the consequences of integrating CRM and management of revenue. The trend is changing such that hotels are increasingly developing customer relationship strategies and supporting CRM in a bid to enhance loyalty

In an industry that is more and more competitive every day hospitality organizations like any other business have to find ways to build a client base as well as keep their current clientele loyal. A guests experience when traveling, dining out, or planning their special event is of utmost importance when it comes to the success of the individual organizations that they visit or rely on to provide the service needed. Building a positive customer relationship is beneficial to the customer as well as the financial performance of the organization. In order to build and maintain this positive relationship an organizations marketing department employs a marketing strategy referred to as Customer Relationship Management (CRM). The term CRM can be defined and interpreted in many different ways Reinhartz et al (2004) define CRM as a “process to manage customer relationship initiation, maintenance and termination across all customer contact points to maximize the value of the relationship portfolio”. The way an organization implements CRM is their individual strategy and this strategy can include one or many different approaches. An organizations customer service philosophy should be centered on information that is collected through the use of CRM; therefore, CRM is not only a marketing strategy but also an overall customer-centric business strategy. The purpose of this paper is to identify different types of CRM strategies, their benefits, how these strategies fail as well as

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.