Business Communication Project – Hilton Hotels and Resorts

Group Number – 1

Divyanshu Shekhar - A009

Abhishek Choudhary - A002
Anishka Jain - A004
Avantika Tickoo - A006

MAKING Hotel-
Experience Great Again
 In recent months, the COVID hit has forced The Hilton Group to
rethink the value it offers to each of its customers to retain their trust

Core brands like Hilton hotels and Resorts showed their  They extended the Honors Members’ 2020 Member  They will continue to enjoy all the
appreciation and rewarded the Honors member by Status to March 31, 2022 Diamond, Gold or Silver benefits they have access
extending your benefits to today for the next 24 months.

18 There is a surge in the

Hilton is planning to open hotels
in India by 2022 which shows a confidence level of
+29%
positive depiction of strength for customers who were Confidence

the loyal customers as well as earlier skeptical about Growth in

August
the prospective shareholders keeping their
membership with Hilton

They have paused  They have extended the All reservations—even those
expiration date of all described as “non- Customers seek superior
the expiration of all
unexpired Weekend Night cancellable” (“Advanced experiences in terms of
Points scheduled to
expire between Rewards as of March 11, Purchase”)—that are flexibiltiy fitted to the
April and December 2020, and all new ones scheduled for arrival on or specific needs
31, 2020. issued until August 30, before June 30, 2020 can be
2020, through the end of changed or cancelled at no
next summer (August 31, charge, up to 24 hours before
Sources:
• https://ir.hilton.com/~/media/
2021). your scheduled arrival day.
Files/H/Hilton-Worldwide-IR-V
3/quarterly-results/2020/q1-20 MAKING Hotel-
Value Employee Relations Initiative Community Support
20-earnings-release.pdf
Experience Great Again
Retention s
 The most important way to show that the company is doing something
to help in these time is to prioritize Employees’ Health and Relations

Through the Hilton Workforce Resource Center, the furloughed

team members are being given direct and, in some cases,
expedited access to more than 500,000 temporary jobs at more
What is the upper than 30 leading companies including Amazon, CVS, Albertsons,
Management and Walgreens. Hilton hopes to expand this program globally
doing to help me? and welcome team members back when travel resumes.
Will I lose
my Job? Will my company
help me if I am
tested Positive??? President and CEO, Christopher Nassetta, will forgo his salary
for the remainder of 2020
The Executive Committee will take a pay cut of 50 percent for
the duration of the crisis

Employee
Hilton has also activated its Team Member Assistance Fund to
help both those Hilton Team Members who have suffered a
direct impact, or have an impacted family member, from
COVID-19.  Hilton Team Members have been making points
(converted to cash) and monetary donations to the Fund since
the crisis began in China.
Sources:
• https://www.hotelierindia.com
/business/10413-a-look-at-deci
sive-actions-taken-by-hilton-to-
mitigate-the-crisis-posed-by-co
vid-19-on-its-business MAKING Hotel-
Value Employee Relations Initiative Community Support
Experience Great Again
Retention s
 The initiatives taken by the company in times of crisis define their
character and good administration

Hilton CleanStay Room Seal: Add an extra measure of assurance by placing a

room seal on doors to indicate to guests that their room has not been
accessed since being thoroughly cleaned.

10 High-Touch, Deep Clean Areas: Extra disinfection of the most frequently

touched guests room areas – light switches, door handles, TV remotes,
thermostats and more. Remove pen, paper and guest directory; supplement
with digital or available upon request.

Guest-Accessible Disinfecting Wipes: Provide stations at primary entrances and

critical high traffic areas, for instance, a station to allow guests to wipe the
elevator button before pressing. Increase the frequency of cleaning public areas.

Innovative Disinfection Technologies: Hilton is exploring the addition of new

Employee
technologies, like electrostatic sprayers – which use an electrostatically charged
disinfecting mist – and ultraviolet light to sanitize surfaces and objects.

Focus on Fitness Centers: Improved guidelines for disinfecting the hotel Fitness

Center, possibly closing for cleaning multiple times daily and limiting the
number of guests allowed in at one time.

Sources:
• https://livefromalo
unge.com/hilton-cl
MAKING Hotel-
ean-stay/ Value Employee Relations Initiative Community Support
Experience Great Again
Retention s
 The support that a company provides defines the intention of the
company and helps customers to associate more through the
sentimental appeal

Hilton Effect Foundation has pledged
financial assistance to organizations  
helping those impacted by COVID-19.
Donating Hilton Honors Points. We have
made it possible for our members to
donate Hilton Honors Points to World
Central Kitchen, Clean the World, Project
Hope or Direct Relief. All Points
donations will be converted into cash and
sent directly to the organization.
The Hilton group is partnering with a
number of companies looking to
quickly expand their workforce and
trying to provide their incredibly
talented Team Members with
experience across many of these
temporary opportunities.
On a daily basis, a skeletal team is preparing and
giving away 100 meal boxes to the workers working
in critical conditions and to daily labourers who don't
have enough money to buy food.
Talking about the initiative, Samir Avasthi, General
Manager of Double Tree by Hilton Gurgaon, said, “As
a global organisation, we believe in giving back to
the community. By contributing, we want to show
that we are together in this time of crisis. We also
want to honour those who are working persistently
to bring the light and warmth to a world in need."

Employee

 “As a 100-year company that takes the long view, we are confident in our resilient business
model, the performance of our leading brand portfolio, our ability to respond
Sources:
appropriately to market conditions and in our customers’ belief in us,” Christopher
• https://hospitality.economic
times.indiatimes.com/news/
J. Nassetta, President and CEO of Hilton Hotels and Resorts
hotels/covid-19-crisis-we-are
-in-this-together-says-double
-tree-by-hilton-gurgaon/753 MAKING Hotel-
49632 Value Employee Relations Initiative Community Support
Experience Great Again
Retention s