Press Release
February 21, 2001
MEMPHIS, TN -- As part of the Balanced Scorecard program to measure quality assurance and customer satisfaction
at Embassy Suites Hotels®, 15 Embassy Suites Hotels earned the highest scores among all 142 participating properties
for the year 2000.
``While all of the Embassy Suites Hotels continually provide excellent service and product and are committed to
exceeding our guests' expectations on a consistent basis, we are delighted to recognize the 15 hotels that have
achieved outstanding performance among their peers for the year 2000,'' said Mark Snyder, senior vice president-brand
management for Embassy Suites Hotels.
``These top-performing Embassy Suites Hotels serve as outstanding examples for all of our hotels.''
The top-performing Embassy Suites Hotels were:
Each hotel will receive a trophy and recognition at specially planned celebratory receptions later this year.
Two key areas graded for the Balanced Scorecard rating system within Embassy Suites Hotels are quality assurance
and customer satisfaction ratings.
Quality Assurance
To assess quality assurance at each Embassy Suites Hotel, the internal Quality Assurance Team for the Embassy Suites
Hotels' brand evaluates each property throughout the year on one announced and one unannounced visit. Every area
of the hotel is graded, including guest rooms, public areas, ``back-of-the-house'' kitchens and parking lots.
The overall score for each property's Balanced Scorecard measurement is derived from an average of the property's
ratings for the year. These ratings are: Outstanding (100), Acceptable (50) and Unacceptable (0). (For example,
if a property received ``Acceptable'' once and ``Outstanding'' once, that property's average score would be 75
for the year.)
Customer Satisfaction
Customer satisfaction scores are derived from a Guest Satisfaction Rating System (GSRS) in the form of surveys
that are sent out to customers from an outside survey company. The company randomly selects past Embassy Suites
Hotel customers shortly after their stays. The past guests are asked to rate various aspects of their experience
at that hotel, from reservations to checkout, breakfast to dinner, and overall service and product.
Background
Embassy Suites Hotels, in 1983, was the first all-suite upscale hotel brand to enter the industry and today has
more than 150 hotels. Each Embassy Suites Hotel offers spacious, two-room suites that include a separate living
area with a sofa bed, private bedroom and bath, televisions in each room, a wet bar, refrigerator, microwave oven,
and work desk with amenities like high-speed Internet access at many hotels and voice mail.
In addition, all Embassy Suites Hotels offer a complimentary, cooked-to-order breakfast each morning and a two-hour
nightly manager's reception, popular with both business and leisure travelers. Other standard amenities include
an indoor swimming pool, a health club and an on-site restaurant.
To make reservations at an Embassy Suites Hotel in resort and destination areas, travelers can call 800/EMBASSY
or visit the Embassy Suites Hotels Web site at www.embassysuites.com.
Embassy Suites Hotels participates in the Hilton HHonors® guest reward program that allows its members to Double
Dip® by simultaneously earning both hotel points and airline miles with each qualifying stay.
Embassy Suites Hotels is part of Hilton Hotels Corp., which is recognized internationally as a pre-eminent hospitality
company. The company develops, owns, manages or franchises approximately 1,900 hotels, resorts and vacation-ownership
properties. Its portfolio includes many of the world's best-known and most highly regarded hotel brands, including
Hilton, Conrad, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Harrison Conference Centers,
Hilton Garden Inn, Hilton Grand Vacations Company, Homewood Suites by Hilton and Red Lion Hotels & Inns.
Note to Editors: The following service marks are owned by Hilton Hospitality Inc.: Hilton®, Hilton Garden Inn®,
Doubletree®, Embassy Suites Hotels®, Hampton Inn®, Hampton Inn & Suites®, Homewood Suites®
by Hilton, Red Lion Hotels & Inns®, Hilton Grand Vacations Company® and Conrad(TM). HHonors® and
Double Dip® are trademarks owned by Hilton HHonors Worldwide LLC.
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Contact:
Hilton Hotels Corp., Beverly Hills, Calif.
Kendra Walker, 310/205-4545
http://www.hilton.com