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Other Papers on :Hilton Group

Other Papers on :Quality Management

E/OM/20. Report on quality service practices in Hilton hotels

(2005, 5500 words)

The paper reports on the quality service practices in Hilton Hotels describing the companyŇs background, the ideology of equilibrium, the birth of the Hilton club ÓEspritÔ, the principles of employee recognition, respect and reward, etc. A study of the initiatives for quality service encounters is conducted using primary research methods (interview and questionnaires) in a survey of the staff attitudes. The effectiveness of the Scorecard monitoring systems and the use of IT in Hilton hotels are described.



 
   
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