Joan dela rea

 Introduction of Hilton Hotels and Resorts  Target Market/ Perceived value  Positive products  Negative products  How to make it to A+?

 A LEGACY OF INNOVATION  The most recognized name in the industry, Hilton Hotels & Resorts stands as the stylish, forward thinking global leader of hospitality. With over 92 years of experience.  With more than 540 locations in 80 countries and 6 continent’s Hilton provides an authentic and contemporary experience for our guests worldwide.

 GLOBAL MIND. LOCAL HEART: Hilton and their Team Members support a variety of charitable efforts.  They make it easy for Hilton Honors members to do the same by converting points into assistance for those in need. We also support global sustainability.  In fact, a Hilton hotel was the first to earn both LEED and Green Seal environmental certifications. They’re more than just a hotel – they’ re a global citizen.

 Hilton hotel and resorts slogan is “travel should take you places”  The Hiltons mission statement is “the greatest, most well –known hospitality brand in the world “  What to expect when you stay at Hilton hotels and resorts 

 The international five-star luxury hotel chain Hilton Hotels & Resorts plans to open about 100 new outlets in China in the next five years to extend its business into the nation's second- and third-tier cities.  The company's Chief Executive Officer Dave Horton told China Daily that Hilton has made the Chinese market its top priority globally.

Defined as a subjective perceptive of the tradeoff between multiple benefits and sacrifices, relative to competition Hilton Hotels and Resorts staff focus on delivering the best value, quality and superior, customer service to all of its guests. Each Hilton Hotels and Resorts brand is unique while maintaining quality, service and value.

 Great customer service  Lots of rooms services and standards  Rooms with perfect comfort  All types of cultural meals

 Hilton Hotels and Resorts offers a clean, affordable and modern amenities  Hilton Hotels and Resorts has the best hospitality services.  Hilton Hotel and Resorts features upscale accommodations and personalized guest service

 To gain customers’ loyalty  Hilton Hotels and Resorts Rewards :  redeem points for free standard rooms  You can combine points with money to book a standard room  You can use points to book premium rooms and suites at hotels worldwide with no blackout dates  You can use points to guarantee an upgrade to a premium room or suite at hotels worldwide with no blackout dates

 Hilton has done a great job into promoting themselves as a professional and well-caring business- However that is not the case  Intrinsic Value- standards and expectations became a disappointment  Poor Value – Major customer turnoff 

 Mystery guest  Build A-Plus Value with credibility  A-Plus value and your employees  Memorable experience  Positive value with the product (Intrinsic Value).

 Extensive Scale  Diversity of Guests  Personalized Service  Full & Comfortable Service

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 Short of expectation leaves people disappointed.

 Have you ever been to a Hilton Hotel and Resorts?  What did/didn’t you like about the hotel?  How can we improve? Do you have any suggestions/ ideas?  After our presentation, what score would you give to Hilton Hotel and Resorts out of 10?