Speaker: Frank Passanante, Senior Vice President, Global Head of Sales & HRCC
Frank Passanante: Hello, Hilton Reservations & Customer Care team. For those of you I haven't had the chance to meet yet, I'm Frank Passanante. And while I've been with Hilton for over 30 years, and leading our sales teams for a number of years, I'm really excited that Hilton Worldwide Sales and HRCC are working closer today than ever before. Let me begin by saying, HRCC's year-to-date performance is just simply impressive. I wanted to take a few minutes to reflect, share, and say thank you for the terrific results. Not only is HRCC driving significant revenue growth in 2024, but your persistent focus on fulfilling the Customer Promise at every single service touch point is giving both our transient and business customers alike more reasons to choose Hilton for every stay. And as you all know, HRCC serves our customers in so many ways: with skill and with care, and with true passion for advocating for our customers needs and as a close strategic partner to Hilton Worldwide Sales, supporting our B2B customer innovations, among so many others. The headlines are impressive... 4500 Team Members worldwide, supporting 50 million customer contacts in 12 languages. Wow! $1.5 billion in revenue and 3.7 million bookings. Those are big numbers! And you've achieved a record-breaking 40% conversion rate in the first half of 2024 alone. Your efforts in 2024, they've led to outstanding year-over-year operational metrics with improved customer satisfaction and issue resolution, all at a lower cost per consumed room night.. And that really matters to our hotels. Through the Make It Right and Guest Assistance Visibility programs, you achieved a meaningful 22% reduction in intervention fees for our owners, as well. And as a key partner in the success of Hilton Worldwide Sales, you've supported the launch of Hilton for Luxury and Hilton for Business platforms that target vastly underserved business segments with huge opportunity for Hilton overall. What's more in 2024, well, you supported the launch of products and new brands that are crucial to our strategy, like SLH, AutoCamp, LivSmart, Graduate, and NoMad. Again, to all of you who have contributed to these terrific results and critical milestones, Thank you. Thank you. Thank you. And a very special thanks to our 2023 HRCC Summit Award winners. Your hard work, your high achievement and commitment to Hilton's core values are so appreciated. Aimee Byrd, Yolanda Crumpton-West Denise Fagan, Cindy Westbrook, Rosie Davenport, Barbara Myers. Congratulations again to all of you. And congratulations too to our Thrive Sabbatical Reset and Hospitality Heroes winners. And to everyone celebrating a milestone anniversary this year. And we have those celebrating from five years all the way up to 35 years! Congratulations! You are part of what makes Hilton truly a Great Place to Work. So, as we approach 2025, let's stay laser-focused on our Customer Promise, the belief that "It Matters Where You Stay," and the ambition to spread the light and warmth of hospitality to the world. Because making good on those ideals is truly what sets Hilton apart from all of the others. Thank you and keep up the terrific work.
