Editorial Board   Guest Author

Mr. Willingham

Don Willingham

Vice President, Brand Performance & Sales Support, Hilton Garden Inn

As vice president of brand performance support and sales, Don Willingham oversees the upscale, yet affordable, brand's regional brand performance support (BPS) team in operations and sales and marketing support. Additionally, Mr. Willingham provides direction to other shared service departments within Hilton Worldwide regarding the direction of Hilton Garden Inn. This includes product quality and innovation, as well as customer relationship management and training, operational support, brand sales and distribution, and the new brand openings teams. His overarching goal is for his team to provide the guidance, training, tools and resources for all hotels and ownership groups. A 20-plus year veteran of the hospitality industry, Mr. Willingham has served in a wide array of capacities, ranging from brand sales support to training and operations. He has a long-time tenure with Hilton Worldwide and played different integral roles in regional operations and development training for the Hampton, Embassy Suites, Homewood Suites and Doubletree brands. Most recently, Mr. Willingham was the senior director, brand sales for Homewood Suites and Home2 Suites by Hilton. Since 2000, Mr. Willingham work with the Homewood Suites brand serving as a regional brand performance support director overseeing more than 30 hotels, as well as facilitating the brand's extended stay sales training. He moved into the senior director, brand sales role in 2003 and was vital in the launch of the Home2 Suites by Hilton brand, as well as the creation of and leadership behind the Homewood Suites sales strategies and programs. Mr. Willingham graduated from the University of Tennessee in Knoxville with a bachelor of science in Business Administration and a major in marketing. After graduating college, he worked for several hotels in the Atlanta area and went on to become the general manager at two Atlanta Hampton Inn hotels. He joined Promus Hotels as a training manager, where he was responsible for sales, pre-opening, and leadership development training

Mr. Willingham can be contacted at 703-883-1000 or don.willingham@hilton.com

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.