hilton culture
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culture all brandsTRANSCRIPT
COMPANY & BRAND CULTURES
HILTON WORLDWIDE | CULTURE
OUR VISION“To fill the Earth with the Light and
Warmth of Hospitality “
OUR MISSION“We will be the preeminent global
hospitality company. The First choice of
Guests, Team Members and Owners alike.”
OUR VALUES
OUR BRANDS
© 2012 Hilton Worldwide Confidential and Proprietary
..10 DISTINCT BRANDS ALL SHARING THE
SAME VISION, MISSION AND VALUES..
..EACH SPECIFIC BRAND HAS IT’S OWN
IDENTITY, BRAND PROMISE AND CULTURE..
OUR VALUES
HOSPITALITY |We are passionate about
delivering exceptional guest experiences.
INTEGRITY |We do the right thing, all the
time.
LEADERSHIP |We are leaders in our
industry and in our communities.
TEAMWORK |We are team players in
everything we do.
OWNERSHIP |We are the owners of our
actions and decisions.
NOW |We operate with a sense of urgency
and discipline.
HILTON BRAND CULTURE: BLUE ENERGYDRIVING RESULTS THROUGH INNOVATIVE PERFORMANCE
HILTON BRAND CULTURE: BLUE ENERGYBRAND PILLARS
© 2012 Hilton Worldwide Confidential and Proprietary
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CULTURE TOOLSH360 COMMUNITY WEBSITE
THE FACTS
Members from over 120
countries & 4345 cities
Over 8 Million Page ViewsOver 8 Million Page Views
18,000 Posts a month
HEADERSUBTITLE
CULTURE TOOLSBLUE ENERGY COMMITTEE
THE FACTS
11,000+ Members from over 80
countries
Representatives from each
department and Key Leadersdepartment and Key Leaders
Meets Monthly
YOUR strategic partners
Focused on Guest, Team
Member, Community &
Sustainability
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CULTURE TOOLSSTORY CELEBRATION
THE FACTS
Monthly Conversations focused
on HILTON
Creating alignment – shared Creating alignment – shared
beliefs & behaviors
Recognizing actions
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CULTURE TOOLSBRAND TRAINING
THE FACTS
Orientation
Job Skills Training
ChecklistsChecklists
Rehearsals
Handbooks
Reunion
Make it Right
Learning Conversations
Classroom
E-Learning
HEADERSUBTITLE
CULTURE TOOLSMAKE IT RIGHT
THE FACTS
Empowering our Team Members to
“Make it Right” through:
• Problem Resolution/Avoidance
IF YOU’RE NOT SATISFIED WITH YOUR STAY, LET US
KNOW AND WE’LL MAKE IT RIGHT
• Problem Resolution/Avoidance
• Meeting Unanticipated Needs
• Recognizing our loyal Guests
Includes:
• Management Pledge
• Department Empowerment
Guidelines
• Leadership & Team Member Training
• Service Recovery Toolkit
HEADERSUBTITLE
CULTURE TOOLSMAKE IT RIGHT - TOOLS
IF YOU’RE NOT SATISFIED WITH YOUR STAY, LET US
KNOW AND WE’LL MAKE IT RIGHT
HEADERSUBTITLE
CULTURE TOOLSBRIGHT BLUE FUTURES
THE FACTS
Activated through Blue Energy
Committees
Global Partners include:
International Youth Foundation
Room to Read (APAC)
Hilton in the Community Foundation Hilton in the Community Foundation
(EU)
Resources available on H360
HEADERSUBTITLE
WHY IS CORPORATE RESPONSIBILITY &
BRIGHT BLUE FUTURES SO IMPORTANT?
• Companies with strong Corporate Responsibility programs have
55% better employee morale and 38% higher employee loyalty
(Society for Human Resource Management).
• Gen Y: 88% choose an employer based on strong CR values, 86%
would leave if values no longer met their expectations. (Price would leave if values no longer met their expectations. (Price
Waterhouse Coopers)
• When price and quality are about the same, 94%of consumers are
likely to switch brands to one associated with a good cause. (2011
Cone/Echo Global CR Opportunity Study)
HEADERSUBTITLE
CULTURE TOOLSHWW RECOGNITION
THE FACTS
Spirit of Blue Energy
$350 USD
Plaques
Celebration Kit
Catch Me at My BestCatch Me at My Best
Recognition Calendar
Customizable Templates
Certificates
Cards
High Fives
Water Bottles
Coupons
COMPANY & BRAND CULTURES
© 2012 Hilton Worldwide Confidential and Proprietary
HILTON WORLDWIDE | CULTURE
..10 DISTINCT BRANDS ALL SHARING THE SAME VISION, MISSION AND VALUES.. ..EACH SPECIFIC BRAND HAS IT’S OWN IDENTITY, BRAND PROMISE AND CULTURE..
OUR VISION “To fill the Earth with the Light and Warmth of Hospitality “
OUR MISSION “We will be the preeminent global hospitality company. The First choice of Guests, Team Members and Owners alike.”
OUR VALUES
HOSPITALITY |We are passionate about delivering exceptional guest experiences.
INTEGRITY |We do the right thing, all the time.
LEADERSHIP |We are leaders in our industry and in our communities.
TEAMWORK |We are team players in everything we do.
OWNERSHIP |We are the owners of our actions and decisions.
NOW |We operate with a sense of urgency and discipline.
OUR BRANDS
Where the little things
mean everything.™
Care Culture WITHIN DOUBLETREE BY HILTON HOTELS
At DoubleTree by Hilton the beginning
of a restful stay…begins with a cookie.
It symbolizes the simple acts of care
and thoughtfulness that makes a
DoubleTree by Hilton stay unique.
Introducing: DoubleTree by Hilton
Introducing: The DoubleTree COOKIE..
A cookie is
A warm welcome
A shared experience
A simple pleasure
An unexpected delight
A piece of home
An indulgence
A comfort
A gift
CARE Committee Program
OUR CULTURE, PROMISE & VALUES
ENGAGEMENT & CARE WEBSITE
COMPANY & BRAND CULTURES
© 2012 Hilton Worldwide Confidential and Proprietary
HILTON WORLDWIDE | CULTURE
..10 DISTINCT BRANDS ALL SHARING THE SAME VISION, MISSION AND VALUES.. ..EACH SPECIFIC BRAND HAS IT’S OWN IDENTITY, BRAND PROMISE AND CULTURE..
OUR VISION “To fill the Earth with the Light and Warmth of Hospitality “
OUR MISSION “We will be the preeminent global hospitality company. The First choice of Guests, Team Members and Owners alike.”
OUR VALUES
HOSPITALITY |We are passionate about delivering exceptional guest experiences.
INTEGRITY |We do the right thing, all the time.
LEADERSHIP |We are leaders in our industry and in our communities.
TEAMWORK |We are team players in everything we do.
OWNERSHIP |We are the owners of our actions and decisions.
NOW |We operate with a sense of urgency and discipline.
OUR BRANDS
