A+ ASSIGNMENTHILTON HOTELS AND

RESORTS

Joan dela rea

OUTLINE Introduction of Hilton Hotels and Resorts

Target Market/ Perceived value

Positive products

Negative products

How to make it to A+?

ABOUT HILTON HOTELS AND RESORTS

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.

ABOUT HILTON HOTEL AND RESORTS

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.

ABOUT HILTON HOTELS AND RESORTS

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

http://www.youtube.com/watch?v=ajWbu5tOWcs&feature=related

TARGET MARKET

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.

PERCEIVED VALUE

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.

HILTON HOTELS AND RESORTS PROMISE:

Great customer service

Lots of rooms services and standards

Rooms with perfect comfort

All types of cultural meals

3 OPTIONS TO MEET TRAVELERS’ NEED 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

REWARD PROGRAM 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

NEGATIVES 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

http://www.youtube.com/watch?v=dNP-zuLtySY

HOW TO MAKE HILTON HOTEL AND RESORTS A PLUS? Mystery guest

Build A-Plus Value with credibility

A-Plus value and your employees

Memorable experience

Positive value with the product (Intrinsic Value).

FEEDBACK

Extensive Scale

Diversity of Guests

Personalized Service

Full & Comfortable Service

THESE ARE SOME PICTURES AND VIDEO OF SOME NEW HILTON HOTELS AND RESORTShttp://www.youtube.com/watch?v=4Z-ocRmfBnI

Click icon to add picture

HOWEVER!! Short of expectation leaves people disappointed .

SURVEY/FEEDBACK

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?

Thank you for your time!