Sparking Change: Driving Hilton's Growth - Alissa Klees - Defining Hospitality - Episode #206

Defining Hospitality

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.

Takeaways:

• Ensure that the guest experience is straightforward and predictable to meet their expectations consistently.
• Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.
• Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.
• Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.
• Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.

Quote of the Show:

“We are a hospitality company first and foremost.” - Alissa Klees

Links:

• LinkedIn: https://www.linkedin.com/in/alissak/
• Website: https://www.hilton.com/en/brands/spark-by-hilton

Shout Outs:

• 0:48 - Fast Company https://www.fastcompany.com/
• 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html
• 2:00 - Lockheed Martin https://www.lockheedmartin.com/
• 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/
• 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer
• 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/
• 16:24 - Sonesta https://www.sonesta.com/
• 17:58 - JM Hospitality https://www.jmhospitality.com/
• 19:58 - DoubleTree https://www.hilton.com/en/brands/doubletree-by-hilton/
• 20:02 - Rogers Arena https://rogersarena.com/
• 25:42 - Peloton https://www.onepeloton.com/
• 32:55 - Chris Nassetta https://www.linkedin.com/in/chrisnassetta/
• 36: 23 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/
• 37:32 - Tru https://www.hilton.com/en/brands/tru-by-hilton/
• 46:01 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway
• 49:18 - Conrad https://www.hilton.com/en/brands/conrad-hotels/
• 52:58 - Graduate https://www.hilton.com/en/brands/graduate-hotels/
• 53:14 - NoMad https://www.hilton.com/en/brands/nomad-hotels/
• 53:25 - MGM https://mgmgrand.mgmresorts.com/en.html

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/