Corporate Culture in Conrad Hilton

Corporate etiquette is the brand style of an enterprise. It includes hospitality etiquette, management style, employee demeanor, environmental layout style and internal information communication mode. Corporate etiquette often forms traditions and customs, which embodies the business philosophy of enterprises. It gives enterprises a strong human touch and plays a subtle role in cultivating enterprise spirit and shaping enterprise image. Hilton attaches great importance to employees' civilized etiquette education and advocates employees' smiling service. He goes to at least one Hilton Hotel every day and contacts the hotel service staff. The most frequently asked sentence for people at all levels (from the general manager to the waiter) must be: "Did you smile at the guests today?" 1930 was the worst economic depression in the United States. American hotels closed down 80%, and Hilton hotels lost money one after another. They were once in debt of $500,000. Hilton is not discouraged. He called every hotel employee and gave them a special explanation and appeal: "At present, the hotel is losing money and living on debt, so I decided to tide over the difficulties. Once the American economic panic period is over, our Hilton Hotel will soon be able to enter a situation where clouds disperse and flowers bloom on the moon. Therefore, I ask you to remember that Hilton's manners must never be forgotten. No matter how difficult the hotel itself is, the smile on the waiter's face of Hilton Hotel will always belong to the customer. " In fact, among the remaining 20% hotels that have closed down one after another, only Hilton Hotel attendants have beautiful smiles. Just after the economic depression, Hilton Hotel System entered a new period of prosperity and a golden age of management. Hilton Hotel then enriched a batch of modern equipment. At this time, Hilton called a meeting of all the staff of each hotel. She would ask, "Now that our hotel has added first-class equipment, what first-class things do you think must be matched to make guests like it better? After the staff answered, Hilton smiled and shook her head and said, "Please think about it. If there is only first-class equipment in the hotel and there is no first-class waiter's smile, will those passengers think that we have provided everything they like? Without the waiter's beautiful smile, it is like losing the spring day and spring breeze in the garden. If I were a tourist, I would rather stay in a hotel with only worn carpets but smiling faces everywhere than go to a place with first-class equipment and no smiling faces ... "

When Hilton flies to the Hilton Hotel in a certain country by special plane, the service staff will immediately think of one thing, that is, their boss may come to him at any time and ask the famous saying, "Did you smile at the guests today?" At the age of 3 1, her father's career failed and Hilton left her hometown of New Mexico. Before that, he worked as a worker, businessman, mine speculator and so on. After leaving his hometown, he came to Texas, an oil-rich country, ready to make a difference. However, the total amount of money around him is only dollars. He wants to start a banking business, but he has too little capital. As a result, he bought Mumble Hotel, and the target customers were oil workers and businessmen. This is the starting point for the world hotel king to start his own business. The secret of Hilton's success is to manage the hotel industry as an "enterprise" from the very beginning. Naturally, he tries to make himself feel at home, but he regards it as a kind of real estate. As long as there is an opportunity, he will buy those hotels that are about to close down at the lowest price, then transform the building, rearrange the operation, make its business upward, and then find opportunities to sell them at several times the purchase price to expand the capital. To this end, he always bears a lot of debts, so that he buys hotels beyond his strength. He often tries to transfer funds from banks or individuals. As a result, he has to work hard among creditors. However, he is really a genius in this respect. Hilton Hotel Company is located in Buckpenny Street, new york, on the 43rd floor of waldorf. Hilton's enthusiasm for buying the world's tallest hotel will excite the audience. This hotel is the most famous in the world. Kings, queens, heads of state, princes, bishops and other important people from all over the world lived here. No wonder Hilton said when she mentioned this past event: "Buying out Waldorf was a turning point in my life history! The night of the successful acquisition may be the best night of Hilton's life. It is said that Hilton stood in Waldorf's yard that night, looking up at the towering building, immersed in ecstasy, motionless, unaware of the whiteness of the East. It has been 18 years since he decided to buy it and he succeeded.

Hilton is a competitive and adventurous entrepreneur. He brought a lot of trouble to the development of the enterprise. 1967, Mishima, president of Japan's Tokuji Company, shouted angrily: "We will go all out for Japan's national interests!" This is Mishima's attitude when the so-called Tokyo Hilton Hotel incident happened. Generally speaking, this incident is regarded as the infiltration of foreign capital into Japan, which is really a blow to Japanese economic circles, especially the hotel industry. Hilton Hotel in Tokyo is one of the career tentacles of Crandall Nixon Hilton, the world hotel giant. The so-called "Hilton Shock" and its influence have spread all over Japan. In any case, Hilton is a strange figure who often shows off in mass communication. Time magazine and Life magazine in America describe him carefully with special reports every year or two, with few exceptions. Why is this happening? I can't say anything decent. In a word, Hilton is very American. He can also keep a keen eye on the trend of the times and is the representative of American-style operators.

Because of this factor, the Hilton Tokyo Hotel incident triggered by him naturally has extraordinary significance. The Japanese ruling and opposition parties not only regard this incident as an event in the hotel industry, but also as a crisis in the Japanese economic community. However, the relevant comments are fair. In the case of Hilton Hotel in Tokyo, the Tokyo District Court ruled that Hilton won the case, but Tokyo lost. Japanese public opinion believes that the judgment favors Hilton. Hilton's troubles overseas did not start with the Tokyo Hilton incident. Earlier, when he built the Hilton Hotel in London, it caused an uproar among the British government and the public. Why? Because this hotel is built near Buckingham Palace where the Queen of England lives, you can see the courtyard of Buckingham Palace from the upstairs of the hotel at a glance. How can this not cause trouble? However, Hilton persisted in the end, and the building was completed and opened in the face of opposition. This can prove one thing. He satisfied Americans' curiosity and let them use American sanitary equipment and luxurious beds in rooms overlooking the courtyard of the British palace. Are you afraid that business is not prosperous? When he was still in his hometown of New Mexico, he and his father got a job as bank assistants. At that time, he used such a business card, "Conrad N. Hilton is a love introducer, and my love, kiss and sharp hug are unparalleled." This kind of business card is really surprising, but this character is really Hilton's nature, and it is no exaggeration. In other words, Hilton's business strategy is his personal desire. The two are one thing and can never be separated. He said it himself: "When it comes to human desires, it is indeed a bottomless pit. Anyway, my wish is to stand at the forefront of the times and be a hotel king. So I want to buy off Waldorf. In short, it is my strategic goal to board the throne of the hotel industry. "

Therefore, Hilton takes the form of an enterprise and strives to achieve its goals. Buying off Waldorf is not only his personal wish, but also his corporate tactics. Hilton is a typical white American, as long as the business card mentioned in the last article can be seen at a glance. He likes dancing, and his partners are limited to "beautiful young ladies". He often says, "I am over 80 years old, but I still have plenty of energy." Because I always stand at the forefront of the times! "

This attitude is indeed the foundation of his success. But judging from his history, he entered the hotel industry at the age of 3 1, but he did not pretend to be a hotel owner, and regarded it as a kind of enterprise from the beginning. Therefore, Hilton Hotel not only makes money by attracting tourists, but also deals in real estate whenever possible, so as to expand its capital at any time. Hilton, who succeeded because of this change, not only had confidence in her own business, but also knew that hotel management should keep pace with the times, so she had a new management concept. He has formed the habit of always paying attention to the changes of hotel functions, that is, in this era of increasing traffic progress, especially the increasingly developed aviation network, no matter how far apart the two places are, it is impossible to arrive at dawn. In this era, the function of the hotel is not only for the accommodation of tourists, but also for the news release of big companies, the release of new products, or the gathering of big companies, and so on. Pay attention to his movements from time to time in mass communication; The reason for reporting again and again is to see through Hilton's response to modernity, which is of great value to the public. Hilton does have an innate "talent", but one of his outstanding abilities is acquired the day after tomorrow, that is, the ability of operators.

His courage to enter overseas vigorously comes from his ability to apply theory and practice to capital, which constitutes the strategy of overseas expansion and is invincible. 1In July, 963, at the inauguration ceremony of the 33rd Hilton Hotel in new york, Hilton announced: "So far, there will be no hotel in China for the time being", because he foresaw that the hotels in the United States would soon reach saturation and the operation of the hotels was uneconomical. At that time, the so-called non-vacancy rate in the hotel industry had gone downhill. For example, 1946, the vacancy rate is only 7%. But by 1962, 38% of the rooms were only on display in Kugaji. "Capital is wasted like this, so it should be …" As an operator, how can we let capital be wasted? As a result, Hilton turned to foreign countries to find a way out and let the capital work. A few years ago, Hilton gave a speech at an autonomous club in San Francisco. The content of this speech can be said to be a general exposition of his business philosophy. He said: "The management of Hilton International Enterprises is based on a unique philosophy. We develop our business overseas, not for the benefit of the United States, but for cooperation with overseas entrepreneurs. Operating hotels abroad is naturally for the benefit of domestic shareholders. However, if the purpose is only here, there is no need to develop any business overseas, because this goal can also be achieved at home. " Under this premise, the propaganda slogan of Hilton enterprises is "promoting world peace through international trade and travel", and emphasizes that every Hilton hotel is "the representative of the United States", that is, the messenger of promoting international goodwill. More precisely, Hilton is the emissary of American capital.

In order to meet the needs of its capital operation, Hilton has made great efforts to develop overseas hotels and markets, and he can foresee all future developments. He saw that the middle class was getting richer and richer, and they were keen on traveling abroad-most of them took advantage of business. Especially after half a lifetime of long-term hard work, I saved money for travel. According to their needs, Hilton has built American luxury hotels in major foreign cities to let them enjoy the atmosphere enjoyed by the upper class. As long as they stay at the Hilton Hotel, what they want to achieve is not difficult, and they can also comfort themselves, so-called upper-class enjoyment, but that's all. Hilton's business genius lies in his keen grasp of this change, so as early as 1948, he set out to build an overseas hotel network with the aim of attracting this group of new customers. In order to cooperate with this strategy, he also formulated route support tactics to facilitate passengers to travel between hotels. Let the hotel industry, which has no room for development at home, find a broader way out and seek development abroad. The incident at the Hilton Hotel in Tokyo was the result of the new tactics of Hilton and WA Airlines. On the opening day of Hilton Tokyo Hotel, Hilton personally went to Japan to attend the ceremony. At that time, he once told reporters, "I will try my best to build a hotel kingdom. As for international goodwill and world peace, that is a natural thing. " Say that finish laugh invincible. At that time, someone asked him what was the secret of mastering frontier management, and Hilton was meaningful. He said: it's my secret to be at the forefront of the times.