These best practices or optimized approaches to first measuring guest expectations and then responding to them through a series of concerted strategies is the foundation of the strategic framework Hilton uses to manage its many brands (Dube, Renagham,1999).

Managing Expectations and Exceeding Them: The Mission of Hilton Management

Strategically then, the managing and exceeding of expectations are the most critical strategic set of processes that Hilton management continually refines and accentuates throughout their organizational culture (Balmer, Thomson, 2009). This effort to continually strengthen the practice of exceeding expectations is quantified through the use of SERVQUAL and balanced scorecards (Hosford, 2006) and has even permeated the management team's approach to creating and executing on learning programs and initiatives for employees (Baldwin-Evans, 2006).

Hilton management, across all of its brands, has also seen that guests form very solid levels of brand loyalty when their expectations are met the majority of the time,...
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