Our regional SVP Brand and Central Operations John Rogers shares an insightful session on why our Customer Promise is the key to our success and how it takes centre stage in 2025.
Our regional SVP Brands and Central Operations John Rogers shared fascinating insights behind the creation of the customer promise framework and the accepted truth that happy customers are the key to success.
In this session John outlines the role we all play in driving this together to support Hilton’s vision to create the World’s Best Stay.
The ‘secret sauce’ to delivering great satisfaction is the stay experience needs to be reliable and friendly, and when things go wrong, which inevitably they will from time to time we need to make it right.
Check out the Make It Right hub here.
Use this link to the Lobby Login
This session is super important because Customer Promise is a priority focus this year to support the delivery of the Key Strategic Priorities because ultimately if you increase your customer satisfaction by 1 point you get half a point increase in your REVPAR index.
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