Is Hilton Ready to Restore Quality and Service?
Delivering our Customer Promise
Office of Chris Nassetta
Monday, August 7, 2023
A MESSAGE FROM PRESIDENT & CEO Chris Nassetta
Team Hilton,
When Conrad Hilton founded this company more than 100 years ago, he laid out the perfect blueprint to set us apart — to fill the earth with the light and warmth of hospitality. Every day, you bring this vision to life in the incredible stays you create for our guests. As a result of your commitment to hospitality and your passion for everything we do, we are capturing more than our fair share of consumer demand at a time when the industry is serving record numbers of travelers.
And yet the events of the last several years have changed what our guests are looking for and what they’re telling us they need. So what can we do, together, to consistently exceed their expectations with every state?
Ultimately, our guests want the fundamentals of hospitality done exceptionally well, and they want to be sure that we will make it right before, during, and after every stay. Since our founding, we have committed ourselves to a customer promise — to provide guests with the most reliable and friendly stays. Now, we must take the next step in that journey. We are focusing on the following key areas of the guest experience:
- Getting back to the basics of hospitality with an emphasis on a clean hotel, a hot breakfast, a great shower experience, some new reliable and friendly touches, and ultimately, doubling down on the friendly service.
- Being the very best and problem resolution so we can continue to win with our guests and maintain guest loyalty.
- A global messaging approach, at no additional cost to hotels, to better connect to guest needs.
- Underpinned by new, high-quality, digestible, tools, resources, and trainings that emphasize exceptional service, including custom dashboards with hotels-specific data on guest expectations, all available on the new “Make It Right” hub,
Everything we’re doing has been designed based on extensive guest research, and in close partnership with our ownership community, and, of course, informed by your feedback on what makes our hospitality so special. By focusing on these efforts together, we will truly deliver on our Customer Promise, fulfilling our founder’s vision and cementing our reputation as a global hospitality leader.
You can expect to hear more from your brand and operations leaders with additional information about how we’ll bring Customer Promise to life in the days and weeks ahead. In the meantime, thank you for everything you do to create unforgettable moments of hospitality and serve our guests, owners, communities, and each other around the world. I look forward to seeing you in my travels soon
Chris