Basic introduction Chinese name: Hilton Hotel mbth: Hi Location: British Hilton Founder: Conrad Hilton founder, service scope, hotel concept, development history, 1907, 1928, 1949, 1964,1964. In 2006, 2007, 2008, Hilton (Konrad 1887 ~ 1979), an American hotel giant, was called the Hotel Emperor. 1887 was born in New Mexico, USA, and once controlled one of the top ten chaebol in the American economy. He served in the military during World War I, was sent to the European battlefield, retired after the war, and then ran the hotel industry. Scope of service 18 Conrad Hotel, an award-winning ultra-luxury hotel in the world, is located in the capitals and exotic resorts of Europe, America, Asia Pacific and Middle East/Africa. By establishing and maintaining the highest level of service, Conrad adheres to the famous concept of "Conrad service culture" and creates value for business and leisure tourists. The hotel rooms are comfortable and exquisite, the restaurant is noble and elegant, the health club is fully equipped, and the conference facilities are high-grade and complete. Between 2005 and 2007, Conrad also plans to build five more hotels in the United States, Thailand, Japan and the United Arab Emirates (Dubai). All Conrad hotel guests can enjoy the services of Hilton Worldwide Reservation Center and its famous customer, loyalty programs Hilton HHonors (R). Hilton Hotel in America is owned and managed by Hilton Hotel Management Company (HHC). Hilton logo hotel concept Hilton's motto in operating the hotel industry is: "Did you smile at the guests today?" This is also the core content of his book "Feel at Home". Hilton Hotel was established in 19 19. In less than 90 years, it has grown from one hotel to more than 100, covering all major cities on five continents and becoming one of the largest hotels in the world. For more than 80 years, the business of Hilton Hotel has been so good and its wealth has grown so fast. What is the secret of his success? Through research, it is found that the secret of its success lies in firmly establishing its own enterprise concept, upgrading this concept to brand culture and implementing it in the thoughts and behaviors of every employee. The hotel creates a "feel at home" cultural atmosphere, pays attention to the cultivation of etiquette of enterprise employees, and is reflected by the "smile service" of service personnel. Konrad Hilton, the 89-year-old chairman of Hilton Group, has been patronizing Hilton Hotels and hotels all over the world for more than 50 years. Hilton flies from one continent to another and from one country to another every day. I made a special trip to see if Hilton etiquette is implemented in the actions of employees. Today, Hilton's "Hotel Empire" has spread all over the world, and Hilton's assets have increased from $5,000 to tens of billions of dollars. Hilton Hotel has successively annexed the Hostaux Leah Hotel in waldorf, new york, which is known as the "king of hotels", and bought the Plaza Hotel in new york, which is known as the "queen of hotels", and has a prominent reputation in the global hotel industry. Hilton believes that hotels are a service and reception industry. In order to meet the requirements of customers, Hilton Empire is filled with smiles everywhere. In terms of organizational structure, Hilton strives to build a system as complete as possible and become a comprehensive service organization. Therefore, in addition to providing perfect accommodation, Hilton Hotel also has a set of service institutions and facilities such as coffee shop, conference room, banquet hall, swimming pool, shopping center, bank, post and telecommunications, flower shop, clothing store, airline agency, travel agency and taxi stand. Rooms are divided into single rooms, double rooms, suites and luxury suites of heads of state officials. The restaurant also has a high-class restaurant and a convenient fast-food restaurant. All rooms are air-conditioned. Indoor facilities, such as wine cabinet, telephone, color TV, radio, electric freezer, etc., make the guests staying at Hilton Hotel really feel at home. The development history is 1907. In the Christmas of American economic panic, a 20-year-old boy named Conrad Hilton opened a family hotel in an adobe room full of groceries in San Antonio, New Mexico, USA, to cope with his livelihood and celebrate his birthday. He also said to his mother, "I want to raise 1 ten thousand dollars to build a new inn named after me." He pointed to a lot of place names in the newspaper and said, "I want to build hotels in all these places and open one every year." 1928 is also Christmas. It's been 2 1 year, and it's also Conrad Hilton's 4 1 birthday. All these dreams have come true one by one, much faster than expected. In Abilene, Waco, Marin, plain View, Santangelo and lubbock, hotels named after him-Hilton Hotels have been built one after another. 1949 hilton international company was split from hilton hotels and became an independent subsidiary. Hilton International 1964 is listed in new york. During the 20 years of 1967, 1967 and 1987, Hilton International was acquired three times, and was finally acquired by Hilton Group, whose predecessor was Debruck Group. 1988 entered the China market. In 2004, Hilton pioneered leisure and revolutionized the Hilton Lounge. This new room creates a unique environment in which customers can recover their strength and spirit. The dimmable lighting equipment is either bright or dark, and the air smells fresh fruits and flowers, which helps customers to relax and rest. Now, even the clothing requirements of hotel employees have been greatly relaxed, and employees can even wear their favorite clothes to serve guests. On March 23rd, 2005, Hilton International Hotel Group revealed that Conrad, the top ultra-luxury hotel brand with only 65,438+07 hotels in the world, will enter the Chinese mainland market, and the first hotel is expected to be located in Shanghai New World. The Conrad brand that Hilton will enter Shanghai is a hotel with stage and theater entertainment functions. On June 7th, Hilton International Hotel Group (HI) and China Housing Group signed an agreement in Beijing, announcing that Conrad Hotel has settled in Beijing. Scandic, a budget hotel brand under the group, also signed a contract. Both of these projects were developed by Zhong Fang Group Overseas Development Co., Ltd., and are scheduled to open before the 2008 Olympic Games. Hilton Hotels Group has only 18 Conrad in the world. Conrad Beijing has 200 rooms and 100 serviced apartments. Skandik Hotel has 400 rooms and 100 serviced apartments. This is the first Scandinavian hotel outside Europe, and Beijing will become the first city in the world with all three Hilton international brands, including Conrad, luxury hotel Hilton and mid-market economy hotel Scandinavia. In July, Hotel magazine published the statistics of 2004. Hilton Group (USA) has 2259 hotels and 358408 rooms in 2004, ranking 1 1. In 2003, there were 10 hotels, 2 173 hotels and 348,483 rooms. According to the agreement between enterprises, Hilton International and Hilton Hotels Group (HLT) share the right to operate Conrad brand, including 17 hotels in 3 countries. Hilton International has the right to use the brand name of Hilton all over the world except the United States. It owns brands such as Hilton, Scandic and Conrad, and operates 403 hotels, of which 26 1 is named Hilton, and the other 142 is Scandic brand, aiming at the mid-range market. Hilton International Hotel Group, a branch of the British-based Hilton Group, has the right to use the Hilton trademark all over the world except North America, manages 405 hotels, including 263 Hilton hotels and 65,438+042 Scandyke hotels, and has more than 70,000 employees and more than 65,438+00 in 78 countries around the world. Hilton International Group is famous for its prudent development. 1964 On February 29th, the hotel and gaming company Hilton Group announced that it would sell its hotel business to Hilton Hotels Group of the United States for 3.6 billion pounds (6.2 billion dollars). This transaction will bring the two Hilton companies after the split of 1964 back together. Hilton Hotels Group will focus on American business, while Hilton Group will focus on other international markets. Hilton Hotel (HLT) plans to open 175 to 200 hotels in North America and 15 to 20 hotels overseas in 2006. In 2005, we started to build Chinese websites. In 2005, Hilton Hotels Group announced that it would sponsor the American delegation to participate in the 2008 Beijing Olympic Games. On New Year's Day, 2006, Hilton Shanghai Jinmao opened. On February 16, 2006, Hilton Hotels Corp said that it would give priority to developing Asian markets such as China and India, and planned to find partners in China, possibly introducing the brand of Hilton Garden Inns in China for the first time, hoping to establish about 50 hotels under this brand. Hilton 1994 is separated from the Hilton Group, which is headquartered in London, England, and operates more than 2,300 Hilton hotels in the United States alone. At the end of 2005, Hilton Group announced that it would sell its hotel business to Hilton USA for 3.6 billion pounds. Hilton Garden Hotel Project is the new deal of the merged Hilton. Hilton's five hotels in China are located in Shanghai, Beijing, Hefei, Chongqing and Sanya, with a total of 25 14 rooms. On March 14, Hilton Group announced that after signing an agreement with Las Vegas Sands Group, Hilton will build two hotels in Macau, one of which is Hilton Hotel (1200 rooms) and the other is Conrad Hotel (300 rooms). Will sign an agreement with Las Vegas Sands Group to build a hotel in the second quarter. In 2006, two more Hilton hotels opened in Xiamen and Sanya, among which Sanya Hilton is the first Hilton Resort Hotel in China. 20 14 Waldorf Astoria in new york was sold to China Anbang Insurance for19.5 billion US dollars. In the first half of 2007, the Hilton Xiamen Hotel with 4 10 rooms opened. In February, 2007, Hilton Hefei Hotel was grandly opened, located in Hefei, the capital city of Anhui Province, China. Hilton Hefei is committed to becoming the first choice for business, tourism and conferences. Koos Klein, President of Hilton Middle East and Asia Pacific, said, "I am very happy that Hilton Hotels Group has opened its fifth hotel in China! In the next three years, the development goal of Hilton Hotel in China is to manage more than 8,000 rooms, so the next step will be to build an ultra-luxury Conrad Hotel and a Hilton Garden Hotel brand hotel for the mid-market. " Koos Klein, President of Hilton Middle East and Asia Pacific, said, "The opening of Hilton Yuan Yi Hefei will be a milestone in this market. Its personality and standardized design are the future development direction of the Hilton brand in China, and it is committed to making it a favorite hotel for Hilton loyal customers, modern young people and high-end tourists. " Yuan Yi Hilton Hotel, built by the world-famous architectural design company Bamadana, perfectly combines China traditional culture with contemporary western design. The lobby on the fourth floor is surrounded by rectangular tempered glass with fashionable and bright colors, which makes people feel warm and comfortable. The perfect combination of marble floor and crystal vertical lamp makes the whole interior decoration dignified and gorgeous. Compared with the United States, the brand awareness of Hilton Hotel in other countries is low, but in the eyes of international tourists, Hilton Hotel is the first choice. It is familiar that rooms are divided into office area, leisure area and bathroom area. Passengers staying at Hilton Hotel can get flight points from more than 50 airlines. Hilton International Hotel Co., Ltd. receives hundreds of thousands of tourists from all over the world every day, with an annual profit of hundreds of millions of dollars, ranking first in the world. Hilton has spread all over the world except Antarctica. Hilton announced in Shanghai in 2008 that Conrad Luxury Hotel will open in Shanghai New World in 2008. Management strategy (I) Franchising to expand the market Hilton's development model has gone through several stages, such as self-built model, management contract and franchising. Before 1950s, Hilton continued its self-built model, and the development of the group was slow, thus losing the opportunity for development. The management contracting law established by Hilton in 1960s has rapidly expanded the group's market network through management output, and the brand's international influence has been rapidly enhanced. In the 1990s, Hilton began to expand by way of "franchising", and gradually sold its own hotels, retaining only the right to operate and the right to franchise brands. Hotel management companies gradually shift their business focus to high-end profit areas: brand maintenance, marketing and other advantageous areas. In 2004, the franchise proportion of Hilton brand has exceeded 70%. (II) Brand Diversification Development Model Hilton adopts brand diversification development strategy. Based on the careful classification of the market, Hilton adopts the brand diversification strategy of "main brand+series of sub-brands", and uses different hotel brands to provide different grades of services to meet different customer needs and specialize in various market segments. For example, Hilton's main brands include Hilton, Conrad, Doubletree by Scandal, Ambassador Suite Hotel, Jiamu Suite Hotel, Garden Hotel, Hampton Hotel and Hilton Holiday Club. Each brand has a specific main target market, which greatly increases Hilton's share in the global hotel market. (3) Smile to create a brand image At the beginning of Hilton's business, his mother once said to him, "In addition to being honest with customers, we must find ways to make everyone who has stayed at Hilton Hotel want to stay again. You should come up with such a simple, easy and cost-free way to attract customers. Only in this way can your hotel have a future. " Mother's words made Hilton think deeply. How can we attract customers in a simple, easy, cost-free and long-term way? Hilton thought and thought, but never came up with a good answer. So, he visits shops and hotels every day and feels everything as a customer. He finally got the answer: smile service. Therefore, Hilton defines the corporate philosophy as "providing the best service for those customers who trust us", and promotes this concept to brand culture, which is implemented in the thoughts and behaviors of every employee, thus creating a unique "smile" brand image. Every employee of Hilton Hotel has earnestly warned that "smile service" should be used to create a "feel at home" cultural atmosphere for guests; Hilton promises to customers: In order to maintain a high level of customer satisfaction, we constantly listen to and evaluate customers' opinions, and implement a fair system to handle customer complaints and respect consumers' rights in all countries where we are located. (4) Innovating a * * * project Hilton Hotels Group attaches great importance to innovating hotel products and services according to customer needs, thus bringing surprises to guests. Hilton has adopted many strategies close to customers in product development. In view of the unaccustomed and inconvenient for tourists to leave home, Hilton Hotel has specially launched TLC rooms (that is, tourist life center) to minimize the difference between staying in a hotel and staying at home, ensure that guests can get enough sleep and have a healthy travel lifestyle, and help guests reduce the pressure they feel when traveling. 1996 10 10 In October, Hilton Hotels cooperated with the National Sleep Foundation (NSF) to launch 25 rooms with tight sleep. Hilton Hotel also provides various special services, such as setting a romantic night for couples celebrating their wedding anniversary or getting married, providing relaxing weekends for guests at extremely low prices, and providing special services for the elderly. Innovative and differentiated hotel products and services have won a large number of loyal customers for Hilton. (V) All-round Marketing Hilton Hotels Group's first-class market performance is closely related to its first-class marketing. First of all, Hilton attaches great importance to market research to grasp the market demand. It has a special department, which is responsible for collecting market information from airlines, tourist offices and * * * institutions around the world as the basis for the group's marketing and product development decisions. Secondly, various forms of efficient promotion activities have greatly enhanced the popularity and influence of Hilton brand. Hilton often carries out various promotional activities around the world, such as honor promotion, silver-haired tourism promotion, weekend holiday promotion, family holiday station promotion and so on, attracting a large number of specific target markets. At the same time, it also attaches great importance to public welfare marketing to establish a good social image of the company. Hilton Hotels Group has set up a special donation review committee, whose responsibility is to decide the use of the company's charitable funds. Hilton's donations mainly focus on the following aspects: education, health, youth projects, local affairs and public policies. Third, Hilton attaches great importance to the use of network technology for marketing. 1973 hilton hotels all use CRS evenly; 1April, 1999 Hilton Hotels announced the use of a new central reservation system (HILStar); In August, 1995, the Hilton Internet site was opened. Advanced information network technology has added wings for Hilton to expand the global market. Global expansion of the global market According to the agreement between enterprises, the "Hilton" brand is jointly used by Hilton International and Hilton Hotels Group ... Hilton International, headquartered in Britain, has the right to use the Hilton brand name in the world except the United States. It owns brands such as Hilton, Scandic and Conrad, and operates 403 hotels, of which 26 1 is named Hilton, and the other 142 is Scandic brand, aiming at the mid-range market. In 2005, Hilton International plans to seize the opportunity of sound economic development and vigorous development of leisure industry in Central and Eastern Europe, and vigorously expand the group's hotel chain network in Central and Eastern Europe. At present, Hilton International is negotiating with Russia to open Conrad Hotel, the first top Hilton hotel in Moscow. Signed an agreement with Ukrainian authorities to open Hilton Hotel in Kiev; Hilton Hotel in Warsaw, Poland is about to open; An agreement was also signed to operate the Hilton Hotel in Bratislava, Slovakia. Hilton International also hopes to expand the number of its three-star budget hotel Scandike Hotel in Central and Eastern Europe through franchising. At present, such budget hotels are mainly concentrated in northern Europe and Baltic countries. Hilton Shanghai opened in China 1988, which marked the beginning of Hilton Group's entry into the China market. In the 1990s, Hilton's market expansion in China obviously lagged behind that of other international hotel groups because the development strategy of the group was mainly in North America and Europe. In the new century, with the growing hotel market in China and the acquisition of British Hilton International by Hilton Hotels Corporation of the United States, the strategic focus of the Group's development began to shift to the Asian market, especially the China market, and Hilton accelerated its expansion in the China market. On March 23rd, 2005, Hilton International Hotel Group revealed that Conrad, the top ultra-luxury hotel brand with only 65,438+07 hotels in the world, will enter the Chinese mainland market, and the first hotel is expected to settle in Shanghai New World. On April 23, 2005, the Hilton Suqian Oriental Hotel started construction and was put into use in the first half of 2007. It is the first five-star hotel in northern Jiangsu and even the entire Huaihai Economic Zone. On June 7th, Hilton International Hotel Group (HI) and China Housing Group signed an agreement in Beijing, announcing that Conrad Hotel has settled in Beijing. Hilton Beijing, a budget hotel brand owned by the Group, signed a contract at the same time and plans to open before the 2008 Beijing Olympic Games. Beijing will become the first city in the world with all three Hilton international brands, including Conrad, luxury hotel Hilton and mid-range budget hotel Scandyke. From June 5, 2008 to February 2005, the first Hilton Global Resort was built in Hainan Island. In 2005, a Chinese website will be established. On New Year's Day, 2006, Hilton Shanghai Jinmao opened. In 2006, two more Hilton hotels opened in Xiamen and Sanya, among which Sanya Hilton is the first Hilton Resort Hotel in China. At present, Hilton is planning to introduce the brand of "Hilton Garden Hotel" into China. Doubletree by Hilton beijing beijing Capital Airport Beijing Wangfujing Hilton Beijing Hilton Tianjin Sino-Singapore Eco-City Doubletree by Hilton Qingdao Xinjiang Hotel Kunshan Huaqiao Doubletree by Hilton Wuxi Lingshanyuan Doubletree by Hilton Wuxi Hilton Chongqing Hilton Chongqing Hilton Nanshan Hot Spring Resort Hefei Yuan Yi Hilton Zhengzhou Hilton Sanya Jinmao Doubletree by Hilton Wanda Sanya Haitang Bay Haihongqiao Yuan Yi Hilton Hong Kong Conrad Hong Kong Changzhou Hilton International Hotel Guang Hilton Guangzhou Baiyun Wanda Hotel An Hilton An Hotel Special Introduction Hilton Beijing Hotel is located in the center of Beijing Chaoyang Commercial and Diplomatic Embassy District, 20 minutes' drive from Beijing Capital International Airport, connecting Tiananmen Square, the Summer Palace, the Forbidden City, the Great Wall and other major tourist attractions. It only takes a few minutes to go to major shopping centers and entertainment areas. Hilton Beijing offers 503 rooms and suites, bringing you a relaxed and comfortable life, and the prestigious Hilton Beijing provides you with supreme cuisine. Hilton Hotel Shanghai Hilton Hotel Beijing Capital Airport Hilton Hotel Beijing Capital Airport has 322 spacious and bright rooms, all equipped with high-quality double-layer soundproof French windows. The hotel provides a 24-hour free airport shuttle bus, which runs from/kloc-0 to Terminal 3 (Gate 5 on the first floor) every 5 minutes and from 1 to Terminal 2 (Gate 5 on the first floor of Terminal 2) every 30 minutes. Hilton Tianjin Sino-Singapore Eco-city opened in June 20 15. It is the first super five-star hotel in eco-city and the first hotel in Binhai New Area with the national three-star green building symbol. Based on the design of Qing Palace, the hotel is quaint and unique, with a quadrangle-style hotel with a total construction area of 76,635 square meters, including 30 rooms with modern facilities, a banquet hall 1.500 square meters and a multi-functional meeting room. Hilton Hotel Chongqing Hilton Hotel Chongqing has a banquet hall with an area of 5,565,438+0 square meters, which can accommodate large banquets and receptions for 500 people at the same time. Six simultaneous interpretation rooms make this banquet hall the first choice for international conferences. In addition, seven multi-function halls are equipped with the most advanced audio-visual system, and the well-known "Hilton Meeting" service team can make your activities more relaxed and comfortable. Doubletree by Hilton Beijing Chongqing Public Security Bureau just informed the media: On June 20th, Hilton Hotel was ordered by Chongqing police to suspend business for rectification because its shareholders participated in triad activities, introduced and sheltered women for prostitution, illegally operated, deliberately disrupted social order and caused adverse social impact. Hilton Hotel is a foreign-related star-rated hotel. In the special struggle against criminals, the police found that the hotel shareholders and related management personnel had close ties with criminals for a long time, so they filed a case and summoned them. However, the hotel thinks that it has a background and connections, and it still goes its own way and is unscrupulous. Since last June 165438+ 10, the hotel has been investigated and dealt with twice by the public security organs for illegal operation. During the period, when the Central Comprehensive Management Office and the public security organs at higher levels made unannounced visits to Chongqing, they also found that the hotel was illegally operated, and the police once again warned the hotel. However, the hotel not only failed to rectify, but also complained and even slandered about cracking down on evil and public security organs' management according to law. In particular, using foreign-related hotels to create convenient conditions for social influence, deliberately creating troubles in government affairs and foreign affairs reception, distorting the relevant provisions of national law enforcement, expanding adverse effects, and seriously damaging Chongqing's image. /kloc-On the evening of June, 0/9, the police seized its managers, hotel security guards, bellmen, front desk registrars and employees in hotel entertainment places to form a complete interest chain, and formed a huge group with social idlers to introduce and shelter prostitutes, and implemented a "one-stop" service to reap huge profits. And arrested the suspect 102 on the spot. After preliminary examination, 22 people have been detained in criminal detention. The review found that the gang was also suspected of drug crimes. That night, the police summoned the black shareholders of the hotel again and continued to investigate their illegal and criminal acts. According to the investigation of Hilton Wangfujing Hotel in Beijing, the police decided on the 20th that in view of the fact that the shareholders of the hotel are involved in black and evil, illegally operating, hiding evil people, and committing crimes against the wind; Those who violate social management and deliberately create troubles and affect the image of Chongqing shall be ordered to suspend business for rectification according to law. At the same time, according to the situation, the police found that a small number of political and legal police officers participated in it, acting as an "umbrella" for the criminal gang and breaking the law. The police said that no matter who is involved, they will resolutely investigate and deal with it and will never tolerate it. Address: Hilton Hotel, No.250 Huashan Road, Jing 'an District (near Yan 'an West Road) Photo of Hilton Hotel