Editorial Board   Guest Author

Mr. Palleschi

Rob Palleschi

Global Head, Hilton Hotels & Resorts

Rob Palleschi has more than 25 years of hospitality experience and today leads the most recognized brand in the hospitality industry as global head, Hilton Hotels & Resorts. He oversees all aspects of Hilton Worldwide’s flagship brand and leads a portfolio of more than 550 hotels and resorts across six continents. Mr. Palleschi’s most recent appointment was global head, DoubleTree by Hilton where he was responsible for the strategic direction and vision of a fast-growing collection of upscale, full-service hotels and resorts. Also during his tenure with Hilton Worldwide, Mr. Palleschi served as vice president of product development and guest experience for Hilton Hotels & Resorts and vice president of brand performance for DoubleTree by Hilton. In these roles, Mr. Palleschi was one of the chief strategists for the development, implementation and enforcement of brand standards, owner relations and the quality assurance process for some of the most well-known, full-service hotels and resorts around the globe. Mr. Palleschi’s experience within the hospitality industry also includes hotel operations and property management. In addition to his tenure at Hilton Worldwide, he worked for full-service hotel brands Sheraton, Hyatt, and Radisson hotels in a variety of markets from Dallas and Charlotte to Memphis and the San Francisco Bay Area. A native of Connecticut, Mr. Palleschi earned a Bachelor's Degree in Hospitality Management from Johnson & Wales University. A sports fan who is loyal to the New York Yankees and New York Giants, Palleschi is also an active advocate for animal rescues. He lives in Northern Virginia with his wife, Terri and enjoys spending time with his two daughters - Kristina and Lauren and their two dogs adopted from shelters and non-profit organizations.

Mr. Palleschi can be contacted at 888-370-0980 or rob.palleschi@hilton.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.