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Customer Service of Hilton Hotels

In 1919, Conrad Hilton bought his first hotel which was called The Mobley, located in Cisco, Texas (see picture). Six years later, he built his first hotel in Dallas and aptly named it ‘The Hilton.’ This was the start of a chain of hotels across the country, which found its way to countries abroad as well. 1995 was the year when the Hilton Hotels Corporation invaded the internet with its website, www.hilton.com. (Hilton Hotels Corp, 2008). For Hilton, this turned out to be a good move, since it meant that they could reach out to their clients on a wider level to find out more about their needs and wants regarding customer service. When it comes to the hospitality industry, a little extra always goes a long way. An extra chocolate and rose petals scattered on a bed when a guest enters his room can mean the difference between an economy hotel and a deluxe hotel. The success ingredient of such deluxe hotels lies in the management focusing on the ‘wants’ of a guest and not just the needs. This is what would make the guest come back for more.In 2007, Hilton decided to renovate its Hilton Orange County/ Costa Mesa branch (shown in the picture). Aside from changing the interior design of the hotel, Hilton also invested in ensuring that the guests were treated like royalty with London style cabs being used by the hotel for their guests who wish to travel around Orange County in style. A Starbucks has also been built inside the hotel for people wanting to get their coffee fix, in addition to the upgraded fitness center and the new wine bar (where guests can taste different varieties of wine). Businessmen would also be glad to find out that the lounge inside the hotel has also been improved, complete with a convenient workstation and wireless internet for business purposes and convenience. Such recent innovations and renovations have made the Hilton quite popular (Chao, 2007). Business travelers are different from other travelers in the sense that for business travelers, luxury is extremely important.