Hilton Family Dominates J.D. Power

a href=“http://www.hiltonfamily.com” target=“_top”>The Hilton Family of Hotels has received three highest-ranking awards in the J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study, outperforming all other hospitality companies within their respective hotel segments. Hampton Hotels, Hilton Garden Inn and Homewood Suites by Hilton achieved the highest guest satisfaction scores in three separate segments, including Mid-Scale Limited Service, Mid-Scale Full Service and Extended-Stay Hotel Chain segments, respectively. “As the only hotel company to receive three top-ranking J.D. Power and Associates 2005 awards and achieve increases in customer service scores across all of our brands, the results underscore our brands’ commitment to providing extraordinary customer service,” said Tom Keltner, president - brand performance and development group, Hilton Hotels Corporation. “We applaud all of our brands for their performance and especially the team members who have contributed greatly to achieving this milestone.”
“This is great news for our guests, team members and owners,” added Matt Hart, president and chief operating officer, Hilton Hotels Corporation. “It’s very gratifying to be recognized by J.D. Power and Associates as the industry leader in guest satisfaction; we intend to build on that lead in the future.”
Hampton Reclaims “Highest Guest Satisfaction Among Mid-Scale Limited Service Hotel Chains Award”
Hampton Inn, the national brand of more than 1,300 mid-priced hotels, has reclaimed the honor of “Highest Guest Satisfaction Among Mid-Price Hotel Chains with Limited Food Service” award in the J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study. Last achieved in 2001, this highest recognition marks the fourth time that Hampton has received the award and is a testament to the success of the brand’s current revitalization program affecting every hotel in its system—the largest brand transformation of product improvement and service in the history of the hospitality industry.
Begun in January 2004, the unprecedented “Make It Hampton” program impacts the guest experience through a broad cross-section of new decor, services and food service throughout the hotel, including complimentary high-speed Internet access, a totally revamped breakfast that includes hot items, new art throughout the hotel’s public spaces and a much more comfortable and homelike bath experience.
According to the study, Hampton Inn received high ratings in Check-in/Check-out, Hotel Facilities, Guest Room, Hotel Services and Food & Beverage Index.
Hilton Garden Inn Receives “Highest Guest Satisfaction Among Mid-Scale Full Service Hotel Chains”
Hilton Garden Inn, the mid-priced brand of more than 230+ hotels featuring all guestrooms that offer complimentary high-speed Internet access and secure remote printing to the hotel’s 24-hour complimentary business center, has received the “Highest Guest Satisfaction Among Mid-Scale Full Service Hotel Chains” award in the J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study. This is the fourth consecutive year that Hilton Garden Inn has been recognized with the award, outperforming other mid-scale, full-service brands included in the study. The brand has achieved the highest ranking every year it has been eligible for consideration. According to the study, Hilton Garden Inn received high scores in Check-in/Check-out, Hotel Facilities, Guest Room, Hotel Services and Costs & Fees Index.
Homewood Suites by Hilton Earns “Highest Guest Satisfaction Among Extended Stay Hotel Chains”
Homewood Suites by Hilton, the national brand of more than 155 all-suite residential-style hotels, has been recognized as “Highest in Guest Satisfaction Among Extended Stay Hotel Chains” in the J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study(SM). This marks the fifth year that J.D. Power and Associates has recognized extended-stay hotels as a market segment in its annual study. This year is the fourth time, and the third year in a row, that Homewood Suites by Hilton has been awarded the honor, underscoring the brand’s unwavering focus on top quality and guest satisfaction that has translated into broad customer Check-in/Check-out, Guest Room and Costs & Fees aspects of the hotel experience.
Hilton, Doubletree and Embassy Suites Hotels Improve Customer Satisfaction Scores Within “Upscale Hotel Chains” Segment
Hilton Hotels, Suites & Resorts; Doubletree Hotels, Suites, Resorts & Clubs; and Embassy Suites Hotels each increased customer satisfaction scores overall in the “Upscale Hotel Chains” segment in the J.D. Power and Associates 2005 North America Hotel Guest Satisfaction Index Study. Following is the breakdown:
—The Hilton brand scored 12 points higher than in 2004 in overall guest satisfaction scores; and its improvement in the Guest Room segment (J.D. Power’s most highly-rated segment) shows an even greater improvement for the brand.
—The Doubletree brand scored 21 points higher than in 2004 in overall guest satisfaction scores.
—The Embassy Suites Hotels brand scored eight points higher than in 2004 in overall guest satisfaction scores.
Combined with its Hilton HHonors guest reward program, cross-selling, a worldwide sales force and technology that enables guest recognition, the Hilton Family of Hotels value proposition dramatically increases guest loyalty. As a result, all of the award-winning brands command significant RevPAR premiums over their respective competitive sets.
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