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Old Feb 6, 17, 9:39 am
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Join Date: Aug 2010
Location: DCA
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Posts: 44,705
What you refer to as the "Diamond Desk" is simply meant to make you feel good. You are simply having your contact (email or phone) routed to a theoretically more senior and empowered agent. But, all of it is software-screened, so you are really being screened by a piece of software, not a human, which is suggesting a few pre-set responses which predictively respond to the issue.

As is pointed out above, the people who get attention are the customers. Those are the people who drive business. PayItForward is the perfect example. Alone unimportant. But, when the system picks up that there is real corporate business at stake that customer is now important and a live human being was assigned to fix a simple issue. Without that, Hilton figures that if one customer jumps ship it doesn't matter because there is a similarly-dissatisfied Marriott / Hyatt customer who is inbound to make up for it.
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