Does anyone know the legendary story of the general manager of Hilton Hotel?

One night, very late, an elderly couple walked into a hotel. They want a room. The receptionist replied, I'm sorry, our hotel is full and there are no rooms. Looking at the tired faces of the old couple, the waiter added, but let me see what I can do …

At this point, do you want the continuation of mathematics or the ending of literature? But in any case, mathematics and literature will break up here.

The story of mathematics goes like this: the kind waiter began to solve the room problem for the old couple: he woke up the guests who had already slept in the hotel and asked them to change places: 1 The guest in room 2 changed to room 3, and so on until each guest moved from his room to the next room.

Then a miracle happened: 1 The room was empty. The waiter happily arranged the old couple in. There are not many rooms and many guests. When the two old people arrived, all the rooms were crowded with guests-but just move each guest to the next room and the first room will be empty. Why?

It turned out that the two old people entered the mathematically famous Hilbert Hotel-it is considered to be a hotel with countless rooms. This story was told by the great mathematician David Hilbert, who introduced the concept of infinity into mathematics. This concept is so important to this subject that it is hard to imagine how mathematics would exist without it.

As long as anyone who can count knows, every integer has a successor until infinity (so in Hilbert Hotel, there will be one behind every house until infinity) ... Mathematics is a science about infinity.

Ok, let's go back to where the waiter said, and let me do something. The story of literature goes like this. The waiter of this literature should be more humane and caring. Of course he couldn't bear to let the old couple go out late at night to find another place to live.

Moreover, in such a small town, I'm afraid other hotels have long been full and closed. Won't this tired old man sleep on the street late at night? So the kind waiter led the old couple to a room and said, maybe it's not the best, but now it's the only way. The old man saw that this was actually a neat and clean room and lived happily.

The next day, when they came to the front desk to check out, the waiter said to them, no, because I just lent you my room for one night-have a nice trip! I see. The waiter stayed up all night, so he stayed at the front desk all night.

The two old people were very moved. The old man said, son, you are the best hotel manager I have ever seen. You will be rewarded. The waiter smiled and said nothing. He sent the old man out, turned around and went on doing his own thing, and forgot all about it.

Unexpectedly, one day, the waiter received a letter and opened it. There is a one-way ticket to new york with a brief postscript inviting him to take another job. He flew to new york and reached a place according to the route indicated in the letter. When he looked up, a magnificent hotel stood in front of him.

It turned out that one night a few months ago, he received a billionaire and his wife. The rich man bought a big hotel for the waiter, convinced that he would manage it well.

Extended data

management strategy

1, franchise to expand the market

Hilton's development model has gone through several stages, such as self-built model, management contract and franchising. Before 1950s, Hilton continued its self-built model, and the development of the group was slow, thus losing the opportunity for development.

2. Diversified brand development model

Hilton adopts brand diversification strategy. On the basis of careful classification of the market, Hilton adopts the brand diversification strategy of "main brand+series of sub-brands", using different hotel brands to provide different grades of services to meet different customer needs and specialize in various market segments.

3, smile to shape the brand image

Hilton defines the corporate philosophy as "providing the best service to those customers who trust us", and promotes this concept to brand culture, which is implemented in the thoughts and behaviors of every employee, thus creating a unique "smile" brand image. In order to maintain a high level of customer satisfaction, we have implemented a fair system to handle customer complaints and respect consumers' rights in all countries where we are located.

4. Innovative personalized service projects

Hilton Hotels Group attaches great importance to innovating hotel products and services according to customers' needs, bringing surprises to guests. Hilton has adopted many strategies close to customers in product development. In view of the unaccustomed and inconvenient for tourists to leave home, Hilton Hotel has specially launched TLC rooms. In order to minimize the difference between staying in a hotel and staying at home, and ensure that guests can get enough sleep.

1996 10 10 In October, Hilton Hotels cooperated with the National Sleep Foundation (NSF) to launch 25 rooms with tight sleep. Hilton Hotel also provides various special services, such as setting a romantic night for couples celebrating their anniversaries or getting married, and providing special services for the elderly. Innovative and differentiated hotel products and services have won a large number of loyal customers for Hilton.

5. Develop marketing in an all-round way

Hilton Hotels Group's first-class market performance is closely related to its first-class marketing. First of all, Hilton attaches great importance to market research to grasp the market demand. It has a special department to collect market information from airlines, tourist offices and government agencies around the world as the basis for group marketing and product development decisions.

Secondly, various forms of efficient promotion activities have greatly enhanced the popularity and influence of Hilton brand. Hilton often carries out various promotional activities around the world, such as honor promotion, silver-haired tourism promotion, weekend holiday promotion, family holiday station promotion and so on, attracting a large number of specific target markets.

At the same time, it also attaches great importance to public welfare marketing to establish a good social image of the company.

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