How Hilton Hotels Builds a Relationship with Its Customers

1942 words 8 pages
This study aims to apply the application of value chain to a selected organisation in a service industry. This study aims to use Hilton Hotels as the focus of this paper. The main purpose of this study is to examine how Hilton Hotels builds a relationship with its customers, how it improves the added value to retain customers and what should be improved under the context of value chain to improve the better services in order to effectively deliver customer satisfaction and exceed their expectation. The paper will start from providing brief information about Hilton Hotels and then move on to analyse and discuss the key issues.

About Hilton Hotel
Hilton Hotels is one of the leading international premium hotels in the world.
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There are five main factors that Hilton Hotels uses to maintain its performance in all cities. These include cleanliness, quality, service, maintenance and atmosphere (Roubi & Litteljohn, 2004). All hotel rooms and common areas of the hotel should be spotless, the service should be delivered in a professional manner, cars, tools and equipments should be maintained and checked to ensure that they work effectively when required and the interior design should provide comfort. All of these elements are part of the organisational culture of Hilton Hotels.

Human resource management
Both frontline and management workers of Hilton Hotels are well-trained to deliver a perfect customer serving. Hilton Hotels tends to select employees with the right skills and knowledge. It is revealed that Hilton Hotels welcomes and prefers employees who have degrees from hospitality institutes in Switzerland. However, those with appropriate experiences are also welcomed. All workers of Hilton Hotels are required to attend both on-the-job and off-the-job training programmes to ensure that they are equipped with the right tools to carry out a good customer service. At the same time, to motivate all workers to work towards the assigned tasks with their best effort, Hilton Hotels provides its workers with financial and non-financial rewards. Some employees who have been working for the hotel for more than two years are eligible for organisational rewards, which are in the


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