Beverly Hills, CA - February 14, 2008 - Hilton Hotels & Resorts today announced the launch of a first-of-its-kind suite of online and offline tools to educate the brand's team members about Hilton's service standards. The Hilton Brand Service Toolkit - which supplements the company's formal orientation programs and periodic refresher courses offered on property - will be available online to team members at the more than 500 Hilton Hotels & Resorts across the globe, and the Brand Service Standards will be translated into 27 languages to address Hilton's growing global team.
"We believe that every Hilton team member has the ability to make a tremendous impact on a guest's stay and to deliver a consistent and inspired experience 24/7," said Jeff Diskin, senior vice president - brand management, Hilton Hotels & Resorts. "An immersive orientation and refresher tools make all the difference in ensuring the satisfaction and loyalty of both our guests and our team members; and the addition of the Brand Service Toolkit will help ensure Hilton hospitality is a global experience."
Presented by hotel department, the toolkit will provide the following:
1. Brand Standards & Brand Service Standards
Hilton Hotels Corporation employs a rigorous set of brand standards to ensure that guests receive a consistent and hassle-free experience, and enjoy personalized and inspirational service. In the Brand Service Toolkit, standards are broken out by department making it easy for team members to find the information that is most relevant to their job function. Included in these standards are Hilton's global 12 universal service standards, which define the company's unique delivery of hospitality, along with global department-specific service standards. These will be presented in quick reference sheets created in 27 languages and specific to each hotel department.
2. Departmental Training Check-List
The Department Training Check-List is a self-audit checklist designed to help new and existing employees better understand the expectations for their role.
3. Suggested Standard Operating Procedures (SOP)
Short, easy to digest SOP guides describe how team members should perform a task in a way that meets Hilton brand standards. The Suggested SOP take into consideration cultural nuances, physical differences of properties and employees' personal preferences while making recommendations about possible efficient solutions, such as housekeeping techniques for making a bed. Suggested SOP are also organized by department making it easy for team members to find relevant information at the click of a mouse.
4. Great Ideas
The Great Ideas section - also broken out by department and function - showcases easy-to-digest solutions to real on-property situations and challenges. Hilton hotels around the world are encouraged to submit best practices and participate in idea sharing.
To ensure team members are armed with the tools they need to perform at their best, Brand Service Standards E-Learning Courses will be available as part of the toolkit or through Hilton's e-learning experience, Hilton University.
6. Bite-Sized Training
Bite-Sized Training modules are short (10-20 minute) presentations that managers can deliver to their team members in a formal or informal meeting. For example, a front office manager expecting a large meeting group can use his morning meeting to run team members through a 15 minute refresher course about interacting with guests.
"Hilton is delivering a comprehensive training solution with this new Brand Service Toolkit it," said Mark Keidaish, director of Hilton Brand Education. "The tool is unique in its depth and plays an important part in reminding each and every team member of how their role matters to our guests and to our brand as a whole."
About Hilton Hotels & Resorts
With more than 500 hotels and resorts on six continents, Hilton continues to be an innovative leader in the full-service hospitality segment and one of the most recognized global names in the industry. Hilton's belief that Travel Should Take You Places celebrates a commitment to the guest experience and to the idea that travel can and should be transformative. Hilton's variety of services, amenities and programs are designed to give guests more choice and control over their stays so they can be at their best, 24/7 whether they travel for business or leisure. Each unique Hilton hotel and resort was designed to reflect the sense of place of its location; each team member chosen to reflect the local culture and community. Start your journey at www.hilton.com available in English, Spanish and French.
Contact: Denise Blaya/ [email protected] | 310-205-7857