Make It Right Quiz

What is "Make It Right" in Hilton?

• Hilton Promise to create the best, most inclusive home for all at Hilton

• Service Mentality; It is a way of thinking about your role and how it impacts guests and your fellow team members

• Hilton Value that shows the way of being empowered to own my actions and decisions

What do we need to feel empowered to Make It Right?

• Having a strict set of rules to follow in every situation

• Waiting for a manager’s approval before taking any action

• Being trusted to decide for yourself how to surprise and delight guests

Read the tagline of Make it Right below

"We deliver reliable and friendly service to every guest by making it right before, during and after every stay."

What do we mean by "reliable service"?

• Dependable and consistent service; guests trust that the service is as expected, without issues or problems; doing the right thing all the time.

• Service that focuses only on speed, even if mistakes happen

• Service that changes regularly to keep guests surprised and entertained

Read the tagline of Make it Right below

"We deliver reliable and friendly service to every guest by making it right before, during and after every stay."

What do we mean by "friendly service"?

• Following strict scripts to ensure all guests receive the same information

• Being hospitable; using language that welcomes all guests; personal and authentic; being captivating and using inspiring descriptions and stories

• Providing fast service with minimal conversation or guest interaction

How can you Make It Right before a guest’s stay?

• Focusing only on VIP guests and ignoring standard reservation

• Assigning rooms at random to speed up the check-in process

• Making sure the rooms are clean and ready for check-in; ensuring guest requests are addressed.

How can you Make It Right during a guest’s stay?

• Assuming guests are satisfied unless they complain

• Recognizing Hilton Honors members; asking “How is your stay?”

• Only interacting with guests when they approach the front desk with an issue

How can you Make It Right after a guest’s stay?

• Focus only on upcoming arrivals and stop thinking about past guests

• Assume guests had a good stay unless they leave a bad review online

• Consider feedback from guests; review the Stay Experience Platform, and the Make It Right Dashboard

We use HEART Model to address and resolve problems. HEART stands for Hear, Empathize, Apologize, Resolve and Thank. What does it mean to 'HEAR' the guests?

• actively listening, showing active body language; repeating what you’ve heard from the guest to verify your understanding.

• The act of truly understanding how someone feels—really putting yourself into their shoes.

• take ownership of the problem even if it’s not your department was not the cause of the problem.

We use HEART Model to address and resolve problems. HEART stands for Hear, Empathize, Apologize, Resolve and Thank. What does it mean to 'Emphatize' the guests?

• actively listening, showing active body language; repeating what you’ve heard from the guest to verify your understanding.

• The act of truly understanding how someone feels—really putting yourself into their shoes.

• take ownership of the problem even if it’s not your department was not the cause of the problem.

We are empowered to ask, "How is Your Stay?" to our guests. What is the purpose of this question?

• To build a deeper connection with our guests.

• To report the response to a manager

• To remind the guest of hotel policies