Management at Hilton Hotels Makes a Difference. Sometimes it's the simplest things that cost you a customer. I lay my head on at least nine different hotel pillows a month. The upside is all the Hilton Honors points I rack up. The downside is I am almost always a stranger. There is one city I visit frequently that has two equally nice Hilton Honor hotels within 5 minutes of each other. I have stayed at both of them but have settled on one as my regular stop... and here is why... One of the hotels is $20 a night less expensive... They I always recognize the staff, but they don't really recognize me. However, they are very friendly and professional... The other hotel is $20 a night more, but the counter people always recognize me. After only a couple of tries, they remember my name at a glance... I don't feel like a stranger there... When you travel as much as I do, it is nice to feel like you're coming home even when it's just another night in a hotel, even if it does cost $20 more a night.
The simple things add up... and the management at this property gets that... I do still stay on occasion at the other hotel, but that is only when the more expensive one is booked up.
I want to help improve customer service in America. The reason is two fold, one, I am sick of receiving poor customer service. Two, businesses across the country are losing revenue opportunities that can be fixed with simple customer service techniques.
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