INTRODUCTION TO HOSPITALITY

MANAGEMENT

Final Project
Teacher: Sandra Garvich

Participants:

Helena Tuesta
Solansh Centeno
Mariana Serrano


4. What was the thing that grabbed your attention the most?

The most interesting thing I could find don the Hilton Hotel was with
no doubt the Peruvian inspired decorations, they were really
beautiful and they were inside all the hotel, from the front office to
the rooms, there was a huge variety of them. Another thing I want to
mention is that the rooms have this little box where the guests can
put their dirty shoes and the housekeeping team will polish them for
free so the guest can have them prepared for a special occasion
without having to go out.

5. In your opinion, where do you think the hotel can develop?

In my opinion even if the hotel is really beautiful and has a good
service I think there are areas that can develop a lot more.
First, the pool. I think the pool could easily be a little bigger, focusing
on the high seasons I dont think that it would be a spacious place
for more than 12 people to swim or even relax. Same thing for the
Jacuzzi.
Another area I think it could develop its the conference room. Its
not really big and I think it could be a problem when realizing buffets.
But no one can say that the view is bad, because its really nice.

6. Do they have a customer loyalty program? Explain.

Hilton Hotels has it. Hilton HHonnors, its focused on business and
exclusive clients with the possibility to spend a lot of money.
The system is all about points that can let you swap them for free
nights on the hotels and also in determinated transports (plane,
train). At the same if you pay with credit cards like Visa, American
Express or City, you can get points as well.

7. How does the Hilton promote loyalty in its guests?
Hilton Lima Hotel belongs to Hilton Worldwide parent company, so it
also has the guest loyalty program named Hilton HHonors, by
which a person is more than a guest and if you become a member
you can enjoy from free nights and exclusive benefits at our hotels
to unforgettable adventures across the globe.
As soon as you become a member, you will get the blue card which
has benefits like priority in case of late reservations. Then, if you
stay more than 10 nights in the hotel in a calendar year, you can get
the silver card which offers more benefits like the 5th night for free
and access to fitness centers and health clubs. After that, if you stay
more than 40 nights in the hotel in a calendar year, you get the gold
card which offers all the benefits of the previous card plus eCheck-In
(check in online up to 24 hours in advance) and Wi-Fi Internet
Access In-Room and in the Lobby. Finally, if you stay more than 60
nights in a hotel in a calendar year, you get the diamond card which
offers all the benefits of the previous card and a 48-room guarantee,
it means that if a person need a room at the last minute, he or she
will get it by making a reservation 48 hours in advance.
Another way of getting those cards is by earning HHonors points
while staying at any parent company brand, or whenever you travel,
shop, dine or spend with their partners. But not only does the guest
earn HHonors points with the hotel partners, but also the guest can
use those points to buy or consume in their travel, shopping, dining
and entertainment partners.
There are other programs related to the HHonors points like the
HHonors Weekends, by which the guest will get free high-speed
Internet, continental breakfast, and a late checkout to give the guest
just a little more time to enjoy it; and also the 2X Points Package, so
the next trip of the guest could be twice as rewarding.





8. Which benefits does Hilton give to its employees?
As great guest experiences begin with employees that perform as a
team, the Hilton Hotel makes them feel appreciated, valued and
respected, theres a culture of excellence, continuous improvement,
and innovation that helps that team to reach their full potential. The
hotel works hard to attract and select the right talent at the right
time, its goal is to hire people who share the passion for hospitality
and want to further their careers while remaining committed to its
vision, mission and values.
On one hand, the Hilton Hotel is a good place to make a career
development as theres a world of learning opportunities ranging
from on-the-job training and virtual courses to management
development programs and learning seminars. Respecting to the
virtual courses, Hilton Worldwide University (HWU) provides 2,500
different courses grouped in five different colleges like the Hotel
College, in which an employee studies brand standards, compliance
and other topics to enable our hotels to meet and exceed
expectations; the Owners College, in which Hotel owners and
franchisees receive training on brand standards, compliance and
other topics to enable our properties to meet and exceed
expectations; the Commercial College, in which employees learn
how to maximize revenue and leverage global marketing programs;
the Leadership College, in which Senior leaders receive a
curriculum of executive and leadership development programs and
experiences to ensure a ready, best-in-class leadership pipeline;
and finally the General Studies College, in which all Hilton
Worldwide Team Members, supervisors and managers have access
to a variety of training programs and learning experiences that
enable ongoing career development.
The Hilton Hotel also provides a program called Executive
Coaching, which is available to senior leaders who want a unique
opportunity to explore options, test out ideas, while gaining clarity
and self-insight, and using their strengths and enhancing their skills.
On the other hand, the Hilton Hotel offers travel opportunities
through the Corporate Responsibility Program Travel With
Purpose, which involves charitable participation and donating to
specific and strategic causes, so employees also have the
opportunity to share their passion for hospitality and service via
hands-on volunteer projects and events in their local communities.
9. How the Hilton Hotel increases its position by marketing operations?
Give an example.
The Hilton Hotel has an expert marketing team which is constantly
renewing modern tools bases on years of experience. They use strategies
from the Hilton Worldwide Company, but then they adapt it to the local
demand and conditions, so they can increase their profitability, optimize
the communications results and maximize the revenue.
For example, in Peru, the Hilton Lima Hotel has many paintings and
structures from the culture and the ancient times of the country in the
entire hotel, so when they make a publicity of the hotel, they announce it
as an added value, saying that if you stay with them, you are living a whole
experience of being in Peru.