Service Management in Hilton Hotel: Strategies and Challenges

Service management
HILTON HOTEL

ABOUT HILTON HOTEL
• Hilton Hotel & Resort is a global
hotel chain brand under the
flagship name Hilton
• By the end of 2017, Travel
magazine reported that the brand
operated more than 570 hotels in
over 85 countries.
• Founded in 1919 by Conrad Hilton,
TARGET MARKET ANALYSIS
• Geographic – Mainly targets the
tourists, national and international
group
• Demographic- Mainly targets the
high income people from the upper
class . It tries to attract the
luxurious lifestyle seeking people
(Dolnicar and Leisch 2017) .
• Psychographic - Focuses on the
high class mentality oriented people
.

Service characteristics
• Heterogeneity - Hilton
hotel tries to provide
similar kind of services
and maintain their
standards but still there
is heterogeneity in
service provided to the
guests as it varies from
staff to staff .
• Intangibility - Hilton
service strategy aims at
providing world class
facilities to their guest to
provide them an overall
excelling experience to
build a strong customer
base.
• Perishability- Services are
perishable because it
cannot be stored for
selling or using it for the