Hilton
The Art of Reception
Work Type
Hospitality’s not an industry. It’s an ideal.
When like, Hilton, you operate in over 100 countries it's also a hugely complex, highly nuanced art. Add to the mix fierce competition and increasing commoditisation, and you really have your work cut out.
Somehow, you have to find a way to make your voice heard - and you have to earn your customers' loyalty as well as their respect. This means bringing together all the sub-brands as well as thousands of executives, operators and staff, and creating a chorus from the cacophony of voices.
We are Hilton. We are Hospitality.
metrics
9 million
increase in Hilton Honors members
FITCH employed its network of studios around the world to build up a global view of Hilton's organisation - its operations, common characteristics and the endlessly diverse needs of different geographies and markets. Then we developed a whole new visual language that would communicate the brand's renewed sense of purpose: In the words of Conrad Hilton, 'To fill the Earth with the light and warmth of hospitality.'
