What is our Make It Right Commitment
to our guests?
“If you are not satisfied with your stay, let us know and we will MAKE IT RIGHT”
100
What does the “H” stand for in the HEART model?
Hear the Guest out
100
What does the “H” stand for in the Hilton Values?
Hospitality
100
What is the name of our General Manager?
Dean Lane
100
What is the tallest building in Chicago?
The Willis Tower
200
What is the one thing you can do to provide great service when you are walking through the
property?
Make eye contact, smile and greet guests, offer to take a photo, provide directions, escort guest.
200
What does the “E” stand for in the HEART model?
Empathize with the Guest
200
What does the “I” stand for in the Hilton Values?
Integrity
200
What is the name of Bertha Honore Palmer's little brother?
Hint: The Palmer House main restaurant was named after him.
Lockwood
200
Chicago is on the coast of this lake
Michigan
300
What score (numbers) do we want to receive from our guests when they complete the surveys?
"9's" and "10's"
300
What does the “A” stand for in the HEART model?
Apologize to the guest
300
What does the “L” stand for in the Hilton Values?
Leadership
300
What's the name of our history tour?
History is Hot
300
What is Chicago's most famous nickname
The Windy City
400
What does it mean to empathize?
The ability to understand and express the feelings of another person; For example when we say “I understand how frustrating this is…” or “I understand that this is very disappointing…”