Customer Service Gap At Hilton - 1259 Words

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect. Hilton History Hilton was established nearly 100 years ago in Cisco, Texas (USA) in 1919 by Conrad Hilton and has since continued to grow and remained a leader in the hotel industry. Hilton has expanded its hotel family brand in 1997 by acquiring the Promus Corporation which added the Doubletree, Embassy Suites, Hampton Inn and Homewood Suites (Hilton, n.d.). Hiltons Brand, now either through direct ownership, or franchises isShow MoreRelatedCase Analysis : Hilton Hhonors Citibank Visa967 Words   |  4 PagesHilton HHonors CitiBank Visa Hilton Honors has co-partnered with CitiBank Visa to continue to add additional rewards and benefits to its HHonors members. 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This system will equally match the set objectives, goals and set vision. ThereRead MoreBusiness Management4681 Words   |  19 PagesHilton Group Presentation Module: Strategic Management (MGT3170) Tutor: Stephane Bignoux Seminar: Thursday, 9am Group members Student Number Syarifah Nadzlira Myra Syed Abdul Rahman M00470174 Syed Nadim Armani Syed Abdul Rahman M00470173 Adefolaju Adeosun M00295266 Suna Balman M00242429 Company   Background †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ †¢Ã¢â‚¬ ¯ Founded in 1946 by Conrad Hilton and based in McLean, VA It is a leading global hospitality company Owns, manages and develops