In the world of hospitality the customer reigns supreme. In order to remain competitive it is essential for hoteliers not only to meet consumer expectations, but also to exceed them. Hilton International – the hotel part of The Hilton Group plc that also includes betting and gaming, and Living Well Fitness Centers – realized that in order to deliver the quality service associated with the brand, it needed to invest in the training and development of staff who are essential to ensuring that guests have a good experience during their stay.
(2004), "Hilton hits the heights of hotel service with HR initiative: Equilibrium scheme creates the right balance for guests", Human Resource Management International Digest, Vol. 12 No. 6, pp. 24-26. https://doi.org/10.1108/09670730410555756
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