The many faces of innovation at Hilton

“I woke up this morning. I went to the gym, and I got a text from the concierge: ‘We’ve noticed that you are leaving quite early for your conference. We will have a breakfast bag prepared for you. Is there anything you would like in that bag? Here is a list of things you can choose from,” said Juan Corvinos, Vice President of Development for Latin America and The Caribbean for Hilton. The concierge at the Curio hotel in South Beach, Miami, knew that Corvinos was there attending a conference. He knew because he explicitly asked the purpose of the trip and recorded the information in the hotel’s CRM, as he does with other guests. “(The concierge) knew that I […]