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


CRM360º Contest Winner — Translating Guest Information to Great Service.

Ellen Barrera,
Hilton Newark Penn Station, NJ

CRM isn’t just about technology and information. The system stores the data, but it’s teamwork that translates it into great service. Just ask frequent guest Mr. Berricker. When he arrives, foam pillows, jazz music and Polka Dot Riesling are always waiting for him. He’ll tell you that it’s not just the appearance of these items throughout his stay that’s significant, it’s that our team members “listen” to what he says and “feel it is important” enough to take notes. Watch our contest submission video to see how we are using CRM enhancements to impress guests. A big “thanks” to Shiseido Ruiz, and all our team members for participating in this video.

Posted on Jul 12, 2009

Topic(s): Mastering CRM - Guest Recognition

Paulina Chafetz says

What a great example of departments working together and utilizing OnQ to provide great customer service.

Commented on July 20, 2009

Glenda L. Miller-rager says

Great idea. During International Customer Service week, our team recognized all Hilton Honor guests that have stayed with us before with “kisses”. Here’s how we did it.

Commented on October 28, 2009

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