Several of us stayed at the Chicago Hilton last week while at the AME Annual Conference and I believe we were all impressed with the level of service. Dave Hogg of the HPM Consortium, who also happens to be the chair of next year’s AME Conference in Toronto, said it best with the following from his own newsletter.
In striving to be ‘World Class’ all we have to work with are People, Processes and Technology / Equipment. And those that find ways of combining these three elements while focusing on their customer’s success will outperform their competitors. It matters not whether you are running a hot dog stand or a huge hotel. Most principles are the same.
The Chicago Hilton is a very large hotel of over 1,500 rooms combined with 234,000 square feet of conference space. It’s a little like an ocean liner on land. But what was impressive to your editor was the precision with which facilities were transformed by an army of highly motivated ant-like and purposeful workers.
Being a customer of the hotel, one gets the chance to see the rubber-hitting-the-road outcomes (if you look) such as how all services are provided. While they were impeccably delivered everywhere, what I found most impressive was cheerful, honestly helpful, self-confident people who made direct eye contact with you as they expressed a cheerful Good Morning or other acknowledgement. And they did it 24 hours a day – and it came from people at all stations in this complex. All you had to do is appear as though you were unsure and they were upon you to provide help.
In the security office I asked to photograph a poster entitled: “WOW Service Basics” but was told I needed to get approval. So off I went to the executive offices of this huge hotel to get a copy. As I encountered the reception desk the receptionist just received an urgent call and asked me if she could locate one of the top executive to respond to the call. I said fine, off she went.