MEMPHIS, TN - Hilton Garden Inn® the award-winning brand of upscale, yet affordable, hotels, today announced the brand achieved the Brandon Hall Gold Award for Best Employee Engagement Model in the Talent Management category. The coveted award recognizes Hilton Garden Inn's efforts to support its new Satisfaction Promise, a guest loyalty program introduced in early 2012.

To ensure all Hilton Garden Inn team members were engaging with guests to resolve issues and ultimately avoid future problems, the brand partnered with Root, a strategy execution consulting company, to develop a multi-faceted engagement program that involved a variety of solutions including videos, games, role-playing, and prizes - all designed to inform, entertain and excite participants.

After the initial rollout in early 2012, customer loyalty scores increased significantly and employee engagement has also improved. As a part of the brand's customer satisfaction surveys, Hilton Garden Inn has seen an increase in loyalty among guests who are aware of the Satisfaction Promise after just nine months. The loyalty scores are broken down as follows: 

  • Loyalty scores, which are up 16.6 points
  • Overall experience scores, which are up more than 13 points
  • Value of the experience for the price paid, which is up more than 17 points

"With an initiative as important to us as our brand promise, it was essential to ensure every one of our team members, at every one of our hotels, understood what the program was intended to do and their individual role ensuring our guests are 100% satisfied with their experience," said Alan Roberts, Vice President, Brand Performance and Sales Support, Hilton Garden Inn. "By partnering with Root we were able to create brand education solutions that were fun and engaging, and more importantly, make certain our team members understand the outcomes we're driving towards.

"This year's winners should be very proud of their achievements, especially based on the rigorous judging process all submissions underwent," said Mike Cooke, chief executive officer of Brandon Hall Group, Inc. "We are honored to recognize the award winners who exemplify a high standard of performance in their organization and demonstrate clear, measurable business results through these innovative programs."

The entries were evaluated by a panel of veteran, independent senior industry experts, Brandon Hall Group Sr. Analysts and Executive Leadership based upon the following criteria: fit the need, design of the program, functionality, innovation and overall measureable benefits. 

Contacts:
Dawn Ray
Hilton Worldwide - Global
+1 901 374 5954
dawn.ray@hilton.com

About Hilton Garden Inn
The award-winning Hilton Garden Inn hotel brand provides business and leisure guests with upscale yet affordable accommodations and modern amenities for a successful and comfortable stay. The satisfaction promise affirms the brand’s goal to make each guest’s stay better and brighter. If something isn’t just the way you like it, simply let any hotel Team Member know, and we will make it right. Guaranteed. As a recognized F&B leader, Hilton Garden Inn caters to guests’ dining needs by serving daily cooked-to-order breakfast and offering full service restaurants and bars. Team Members at more than 750 hotels around the world are committed to guaranteeing today’s busy travelers have a bright and satisfying experience from the first hello when they arrive. Hilton Garden Inn is part of Hilton Honors, the award-winning guest-loyalty program for Hilton’s 14 distinct hotel brands. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount that can’t be found anywhere else, free standard Wi-Fi and digital amenities like digital check-in with room selection and Digital Key (select locations), available exclusively through the industry-leading Hilton Honors app. For more information about Hilton Garden Inn, visit www.hgi.com or news.hgi.com or connect on social media at Facebook, Twitter, YouTube, and Instagram.

About Hilton
Hilton (NYSE: HLT) is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 5,100 properties with nearly 838,000 rooms in 103 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time. The company's portfolio includes Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio Collection by Hilton, DoubleTree by Hilton, Tapestry Collection by Hilton, Embassy Suites by Hilton, Hilton Garden Inn, Hampton by Hilton, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton Honors. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose exactly how many Points to combine with money, an exclusive member discount that can’t be found anywhere else and free standard Wi-Fi. Visit newsroom.hilton.com for more information and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram, and YouTube.