Editorial Board   Guest Author

Mr. Marr

David C. Marr

Senior Vice President & Global Head, Hilton Full Service Brands

David C. Marr serves as senior vice president and global head for Hilton's Full Service Brands category, overseeing the company's flagship brand, Hilton Hotels & Resorts, as well as the DoubleTree by Hilton, Curio Collection by Hilton and Tapestry Collection by Hilton brands.  Dave and his team oversee full service brand operations and standards, and provide global product development and brand definition in areas including Food and Beverage, Innovation, Wellness, Spa, and Fitness.  Mr. Marr was appointed to his current role in 2017 and has brought his hospitality experience and knowledge of the industry to Hilton's global portfolio of world-class hotels and resorts. In this role, he is responsible for the strategic direction and growth of Hilton's full service brands.

Mr. Marr has an extensive background in leading development strategy, brand positioning, marketing, communications and owner relations in the hospitality industry. With more than 30 years of experience in the industry, Mr. Marr has a proven track record of success, generating strong growth for major hospitality brands and launching successful, large-scale hotel brands. Mr. Marr began his hospitality career at Hilton and has worked with the company in a variety of positions across key markets including Washington, D.C., Boston, and New Jersey. He also spent time working at the iconic Waldorf Astoria hotel in New York City.

Mr. Marr received his bachelor's degree in business, management, marketing and related support services from University of New Hampshire's Peter T. Paul College of Business and Economics. He is currently based at Hilton's global headquarters in McLean, Va.  


Please visit http://www.hilton.com for more information.

Mr. Marr can be contacted at 703-883-6587 or david.marr@hilton.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.