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Site Tour at Hilton Reservations & Customer Care

As Christina D'Airo mentioned in a previous blog post, Call Center Demo & Conference offered the opportunity to participate in tours of four Dallas-area call centers. I had the pleasure of taking a site tour to Hilton Reservations & Customer Care. Upon arrival, site tour participants were split into two groups - and we were on our way!

My group started off with a tour of the center itself, which was quite impressive. Behind every door was a different department of agents, including those that handle calls, emails, and social media channels for each of their 12 portfolios (The Waldorf Astoria Hotels and Resorts®, Conrad Hotels and Resorts®, Hilton®, Doubletree® Embassy®, Hilton Garden Inn®, Hampton, Homewood Suites®, Home2Suites by Hilton®, and Hilton Grand Vacations®).

Hilton's "mantra" is proudly displayed through out their center:


After touring their facility, we listened to presentations covering Hilton's many programs. I was surprised to hear that while Hilton's Dallas office has over 1,500 employees, 95% of them work from home. Even more impressive, is that while 92% of their employees are part-time, they have a turnover rate of just 31% (which they highly attribute to their work at home option.)

Our gracious Hilton hosts Linda Alexander - Senior Director HRCC, Dawn Agliata - Director, Training and Business Standards, Cindy Finnegan  - Director, Systems Operations, and Phoebe Elkins - Senior Manager, Quality and Sales Programs, answered all questions and offered an in-depth look into Hilton Reservations & Customer Care call center that left our site tour group impressed and educated.

What a great way to start ICMI's Call Center Demo & Conference! Overall, an exciting experience I was so glad to be a part of.