Physical Evidence

Physical evidence

The physical evidence of service includes all the tangible representations of the service in Hilton Hotels & Resorts and physical facility. Hilton Hotels & Resorts provides luxurious interior and exterior design to delivery of truly exceptional properties that delight to their guests. They also provide the program and resources to ensure that properties conform to their uniformly high standards to make sure the outcome is comfortable for consumption of the service. Besides that, physical evidence is the attitude of hotel workforce towards customers and service provision. They hired the employees who are skilled in their area of expertise therefore it may reach customer expectation for service, quality and comfort. They treat their Customer as their top priority such as creating a beautiful room, helping the consumer to enjoy the local culture, dropping the consumer off at the airport and employee dress neatly for providing good service.

People

All human who play a part in service delivery of Hilton Hotel & Resorts provided to the customer regarding the nature of the service itself. There are various people groups which is employees and suppliers. Employees represent an important group of people for Hilton Hotels & Resorts because employees can meet customer need and expectation. The organization well trained the employees in an outstanding training program for assessing, meeting and exceeding guest needs in various situations. Besides that, employee also is the one who enable to affect the service outcome therefore, through the level of profitability the organization can know their performances. By implementing a well service performance the organization will motivate their employees. Moreover, Hilton Hotels & Resorts rely on a wide range of suppliers and the performance of people employed by suppliers also might have indirect implications on the performance of the company.

Process

Hilton Hotel & Resorts aims to maintain the process of service provision in a premium levels in a luxurious manner. Generally most of the hotels are running 24 hours and 7 days. It is because the accommodation services need to be provided around the year and 24 hours in a day. According to (Rutherford, 2007) the marketing process of a hotel should begin from deciding what to be and what to offer to whom. Creating awareness and stimulating the demand among the consumers are the key marketing process can help to achieve the competitive advantage.

Promotion

Advertising

Advertising can be defined as any paid form of non-personal presentation and promotion of ideas, goods, or services by an identified sponsor (Philip Kotler and Gary Amstrong, 2012). Advertising can be used as a tool to create the awareness with the new advertisement slogan of Hilton Hotels & Resorts ‘Stay Hilton. Go Everywhere’ is aimed to communicate the marketing message of the hotel being a large global brand and maintaining a high level of quality in all of its hotels. There are many ways of advertising mediums for Hilton Hotels & Resorts to use to promote their new marketing message such as advertisements in newspapers and magazines popular with senior level management professionals such as Forbes, Fortune, The Economist, Financial Times and broadcast in selected television channels.