Service Management in Hilton Hotel: Strategies and Challenges

This presentation discusses the service management strategies and challenges faced by Hilton Hotel, a global hotel chain brand. It includes a target market analysis, service characteristics, and recommendations for improvement. Hilton Hotel mainly targets tourists, national and international groups, and high-income people from the upper class. Their service strategy includes providing world-class facilities to their guests to build a strong customer base. However, they face challenges such as competition, demotivated staff, and changing customer demands. The presentation concludes with recommendations for Hilton Hotel to improve their resource management, staff training, and market research.