Hilton Signs With Parks Hospitality to Develop Two Hotels in Cancún and Monterrey

USA, McLean, Virginia. March 04, 2019

Hilton (NYSE: HLT) today announces the signings of the first Canopy by Hilton in Mexico with Canopy by Hilton Cancún La Isla, and the first Hilton Hotels & Resorts property in Monterrey with Hilton Monterrey Valle Oriente. Developed by PARKS HOSPITALITY and managed by Hilton, the properties are set to open in late 2019 and late 2021, respectively. Located in two of the market's most high-end neighborhoods, the properties will add approximately 375 rooms to the global hospitality company's portfolio of more than 60 hotels and more than 10,000 guestrooms in Mexico.

"With Mexico a constant priority in our regional expansion plans, we have gravitated toward Monterrey and Cancún as the cities represent two of the most active markets in the country," said Juan Corvinos, vice president, development, Caribbean and Latin America, Hilton. "The demands and preferences of today's travelers continue to evolve, and we are creating a new guest experience by introducing new brands and properties for business and leisure travelers alike."

Slated to open in late 2019, Canopy by Hilton Cancún La Isla represents the lifestyle brand's first signing in Mexico and second in Latin America. The hotel will introduce travelers to thoughtfully local experiences through design, art, food and drink, and neighborhood-based programming, and will feature vibrant social areas and a stunning rooftop pool. Located within the largest shopping center in Cancún, Isla Mall, the 175-guestroom property will be adjacent to the mall's luxury wing, Fashion Harbour, which features brands such as Gucci, Prada and Louis Vuitton.

Situated in Monterrey's financial district and featuring a contemporary design by HBA International, the 202-guestroom Hilton Monterrey Valle Oriente plans to debut in late 2021, featuring one of the largest ballrooms within the city. Forming part of a mixed-use-project nestled at the base of Cerro de la Silla, the hotel will offer guests access to the area's fine dining and high-end shopping, with direct elevator access to Galerías Valle Oriente and minutes from El Palacio de Hierro - the largest department store in Latin America.

"Building upon our in-market success with more than 10 hotels, in operation or under development, with Hilton, we are thrilled to partner with Hilton again on these milestone properties," said Charles El Mann, CEO, Parks Holding. "We recognize the value in working with an internationally renowned hospitality company such as Hilton, and we look forward to continue growing our portfolio together."

Hilton currently has a portfolio of nearly 150 hotels and resorts open to welcome travelers in the Caribbean and Latin America, including more than 60 hotels in Mexico. In its 100th year, the company continues to pursue additional growth opportunities and currently has a robust pipeline of more than 80 hotels throughout the region, including nearly 30 planned projects in Mexico.

Hilton properties are also part of Hilton Honors, the award-winning guest-loyalty program for Hilton's 16 distinct hotel brands. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount, free standard Wi-Fi and access to the Hilton Honors mobile app.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.