Top GMs from across Hilton discuss how they use recognition to motivate their team, improve performance, and address business objectives. Watch video.


Air India and Their Customers Recognize our Team

One of the most promising businesses was the crew business, and we have a contract with Air India, our national carrier. To sustain this huge piece of business, the operations team worked tirelessly to ensure that the Air India crew was well taken care of.

Our Team Members not only understand Hilton values, but live them every single day. The Blue Energy Committee is inundated with positive feedback and letters from Air India.

Here is a SALT comment from one of our guests:

The kind of service I received at this hotel was far better than any hotel I have ever stayed at. My partner and I came to Delhi for the purpose of picking up a child who we adopted here in India to take back to the USA. As a result this trip was filled with high emotions—both fear and excitement. Before I arrived at the Hilton, I received a personal email from Swati the Customer Relations manager who was so accommodating and who made me feel welcomed before I arrived at this hotel on the other side of the world. I chose Hilton because as a long-standing HHonors member, I knew I’d get good service but never imagined it to be this good! There have been so many who provided assistance including Praveen in the Executive Club and of course Swati and many others whose names unfortunately I cannot remember because of the language barrier. When we arrived back to the hotel after picking up our little girl, the hotel staff greeted us with a cake and crayons and a gift for our child! When eating in restaurants, everyone seemed to know us all by name and spent a lot of time greeting us and talking with us as if we were the most important guests. We felt like VIPs! Throughout our stay, we have referred to the Hilton staff as our “Hilton family in India”—because that’s how we felt. This customer service could not have come at a better time given that we didn’t know anyone in Delhi and it could have been very intimidating. I would challenge ANY hotel throughout the world to try to compete with the type of service we received at the Hilton Janakpuri. It has truly set a high standard that I wish other hotels could achieve. I have already recommended it to another family who will also make the trip to Delhi soon to get their new child. Thanks!

Posted on Feb 8, 2012

Topic(s): Mastering CRM - Guest Recognition

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