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Hilton Group

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

WORDS:
5500
DATE:
2005
PRICE:
59.99 GBP

The paper reports on the quality service practices in Hilton Hotels describing the company?s background, the ideology of equilibrium, the birth of the Hilton club ?Esprit?, 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.

 

KEYWORDS: o, quality, service, practices, hilton, hotels,

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