With Sneakers and Cocktails, Hotels Aim for Loyalty

New York Times, November 30, 2009 — When Greg McHale checks into his hotel room after a day of business travel, he expects what he calls the “wonderful and bizarre,” namely complimentary Snickers bars, Diet Pepsi and, sometimes, a compact disc of his favorite electronic dance music.

For Kimpton Hotels, it is a small price to pay for the loyalty of someone like Mr. McHale, a Web entrepreneur who spends 50 or 60 nights a year on the road. And for Mr. McHale, the personal touches — part of the hotel chain’s loyalty program — make it worth his while to seek out Kimpton’s hotels.

Q&A: Hilton Steps Up Customer Loyalty Efforts†

Brandweek, February 24, 2009 — The hotel industry is going through a rough patch. But even in tough times, consumers are looking for an occasional getaway, according to Adam Burke, svp-customer loyalty at Hilton Hotels, which earlier this year kicked off its Hilton HHonors Double Points loyalty program. In a recent interview with Brandweek, Burke discussed the new program and how the Hilton family of hotels is faring in a down economy.

Luxury Hotels Are Feeling Economy’s Pinch

New York Times, January 27, 2009 — The hotel business has collided head-on with the bad economy and the tight credit market.

Hotel revenue is down sharply. Big new projects, planned in the boom days, are either sitting unfinished or left on the drawing boards. And some high-end hotel owners now face an unhappy situation — how much can they cut prices to fill their rooms before they damage their hotels’ luxury cachet?

Hilton to Tap Starwood Luxury Team†

Hotel Chain Aims to Bolster Presence In High-End Arena

Wall Street Journal, June 2, 2008 — As part of an ambitious plan to nearly double its luxury properties in the next year and create an upscale boutique hotel brand, Hilton Hotels Corp. has hired two luxury gurus away from competitor Starwood Hotels & Resorts Worldwide Inc.

Hilton is expected to announce Monday the appointment of Ross Klein as global head of luxury and lifestyle brands for Hilton and Amar Lalvani as global head of luxury and lifestyle brand development. The moves are geared toward vaulting Hilton ahead in the luxury category, where it has trailed competitors.