In Good Company with Nicolai Tangen Hilton Group CEO: What makes a good hotel?
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Nov 22, 2023 Christopher Nassetta, CEO of Hilton, shares his journey transforming the hotel giant since 2007, navigating challenges like the COVID-19 pandemic and rising competition from platforms like Airbnb. He discusses the core elements of a great hotel experience—personalized service, cleanliness, and amenities—while revealing how Hilton is adapting to post-pandemic travel trends. Nassetta also reflects on effective CEO leadership and the importance of sustainability in today's hospitality landscape, emphasizing growth, resilience, and community.
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Key Elements of a Good Hotel
- Great hotels combine prime locations with high-quality products and amenities.
- Excellent, authentic service, driven by a strong culture, is key for a bespoke customer experience.
Nassetta's Hotel Evaluation
- Christopher Nassetta prioritizes checking the hotel's product quality, cleanliness, and staff attentiveness.
- He claims he can assess guest satisfaction within five minutes of entering a hotel.
The Importance of Towels
- Towel quality and quantity are surprisingly significant factors in customer satisfaction, especially in the US.
- Hilton is implementing a new program to upgrade towels based on AI-driven customer insights and feedback.