Assessing Hilton Hotels' Management Strengths and Leadership Style Case Study by Nicky

Assessing Hilton Hotels' Management Strengths and Leadership Style
A case study assessing the Hilton Hotel's ability to retain loyal customers.
# 149298 | 2,209 words | 16 sources | APA | 2011 | US
Published on Dec 05, 2011 in Business (Companies) , Business (Management)

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This paper provides a case study on the Hilton Hotel. The main focus is on their ability to recruit customers and create customer loyalty. Using a compare and contrast formula, the writer provides research, data, and reports to show how they succeed and fail when retaining customers. This research and data is provided partly through charts and graphs in the appendix. Much of this retaining of customers, the paper says, is from its unique and distinct avenue of branding.

Hilton's Core Strength in Analytics
Hilton Leadership Strategies and Becoming a Trusted Advisor
Managing Expectations and Exceeding Them: The Mission of Hilton Management

From the Paper:

"At the center of Hilton's ability to respond quickly to unmet market needs is their ability to gather, analyze and then put into context customer satisfaction, competitive pricing, price and revenue management, and local market data into differentiated service strategies. The high levels of customer loyalty even in the midst of one of the most severe economic recessions globally in decades makes this strength of the company all the more visible (Barsky, 2008). Hilton's strategy for battling back against the global economic recession is to not put their pricing into freefall, but to overcompensate with exceptional service across all brands of hotels and extended stay locations they operate globally. During the summer of 2009 when many of the properties who during other times of the year get the majority of guests from business travel are seeing an influx of guests who are traveling on leisure. This segment requires an entirely different mindset in terms of service, as their SERVQUAL surveys (Parasuraman, Zeithaml, Berry, 1988) have shown. The leisure traveler who chooses a Hilton hotel has higher expectations than the traditional business traveler as they are traveling with their families. To respond to this influx of leisure travel guests, Hilton has created a program for guests to send in notes when they receive exceptional service from staff. This program has been very effective in transforming the mindset of service staffs in hotels that during other months of the year get business travelers to be more attuned to the unique needs of families traveling together. This entire strategy was based on insights gained by analyzing SERVQUAL data comparing business versus leisure travelers, financial implications of family-based loyalty, and the need to re-orient service staffs from concentrating on efficiency and speed which is much valued by the business traveler to empathy and relationships, which are more valued by the leisure traveler, the majority of which staying at Hiltons are from families."

Sample of Sources Used:

  • Kay Baldwin-Evans. (2006). Hilton highlights link between staff loyalty and e-learning. Human Resource Management International Digest, 14(1), 36-38.
  • Balmer, J., & Thomson, I.. (2009). The shared management and ownership of corporate brands: the case of Hilton. Journal of General Management, 34(4), 15
  • Barsky, J.. (2008, December). Hotel loyalty programs motivate guests in a recession. Hotel and Motel Management, 223(21), 16.
  • Blackstone Group, Investor Relations (2009). Blackstone Group Investor Relations. Retrieved July 6, 2009, from Blackstone Group Investor Relations Web site:
  • Gregory A Denton & Bruce White. (2000). Implementing a balanced-scorecard approach to managing hotel operations. Cornell Hotel and Restaurant Administration Quarterly, 41(1), 94-107.

Cite this Case Study:

APA Format

Assessing Hilton Hotels' Management Strengths and Leadership Style (2011, December 05) Retrieved April 18, 2021, from

MLA Format

"Assessing Hilton Hotels' Management Strengths and Leadership Style" 05 December 2011. Web. 18 April. 2021. <>