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A Day in the Life of Hilton

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A DAY IN THE LIFE OF A HILTON
HOTEL GENERAL MANAGER
Robert O. Balmer, CHA
I often have heard that professionals in the hotel business enjoy it because every day is different. While I find this to be a huge understatement, I, too, enjoy this business for the same reason.
My day begins with a large cup of coffee. I like to arrive at work early so I can walk the property and greet the early-morning team members and check on the daily banquet functions. Every morning at 8:30 we have our daily operations meeting. This meeting is attended by our top lieutenants who run the day-to-day operations.

The directors of sales, front office, housekeeping, and property operations are there, along with my executive assistant. At this meeting, we cover in detail our daily arrivals. With Hilton Hotel Corporation’s advanced technology, we have the capability of ascertaining which guests are new to the hotel, which are returning guests and how many times they have been here, which are new to any Hilton brand, and which have experienced problems in the past.

We also know if guests have special preferences or requests. Our focus is to exceed guest expectations and increase customer loyalty. During this morning briefing, we also discuss our banquet events, arriving VIPs, and any and all comment cards from the night prior. It is a great way to jump-start the morning.

The team members briefly describe their day and are sent off with their marching orders.
I do enjoy helping every team member be their best. By this time, my email box is reaching capacity. What did we ever do before email, I wonder? I attempt to sift through and prioritize the messages. The majority of my day is spent at various times strategizing and communicating with our director of sales and marketing and director of revenue management. Revenue is our lifeblood and of course cures most woes!

Between

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