HILTON COLOMBO

Q: What are some milestones of the hotel’s 37 year journey and its pursuit of excellence?

A: Embarking on my Hilton journey in 2015 as an E-Commerce Executive at Hilton Colombo marked the beginning of a lasting affiliation with a brand that stood out as my preferred employer. Hilton’s commitment to excellence and a plethora of achievements made it a natural choice.

Over the past 37 years, Hilton International Colombo has not only been a pioneer but also a pinnacle in the hospitality sector, leaving an indelible mark on Sri Lanka.

Before my tenure in Colombo, Hilton Colombo gained acclaim for hosting landmark events including the Commonwealth Heads of Government Meeting (CHOGM) in 2013, graced by 27 heads of states. The hotel’s prestige extended to hosting Her Majesty, the late Queen Elizabeth II, and welcoming notable figures like Bill Clinton from the US, as well as popular pop music sensation Orville Burrell, known as Shaggy.

A testimony to its excellence, Hilton Colombo earned prestigious titles such as ‘Sri Lanka’s Leading Hotel’ in 2012, and ‘Sri Lanka’s Leading Business Hotel’ in 2017 and 2018, courtesy of the World Travel Awards.

Year 2019 brought further acclaim as the hotel was recognised as the ‘Most Indian Friendly Resort Hotel in Sri Lanka’ by TravelScapes.

Hilton Colombo’s innovative spirit was also acknowledged with two awards for the first F&B specific customised website in the ‘Experimental/Innovative’ and ‘Food & Beverage’ categories, bestowed by the Vega Digital Awards.

The World Luxury Awards also celebrated the hotel’s architectural prowess, recognising it for having the best design in the region.

In essence, Hilton Colombo has consistently proven itself to be a beacon of excellence in the world of hospitality.

Q: And what factors contributed to Hilton Colombo achieving this rank in customer excellence?

A: Our vision at Hilton is to fill the Earth with the light and warmth of hospitality – a vision that has echoed Conrad Hilton’s legacy for over 104 years. We remain dedicated to being the first choice for guests, team members and owners alike, carrying the timeless message that has been at the heart of our operations.

Conrad Hilton’s vision and legacy continue to trickle down even today, 104 years later, where we still focus on driving the same message and stance in our operations.

Hilton Colombo is committed to various training and reporting programmes that adapt to the evolving times, aligning with the principles that underpin our founder’s vision.

We consistently track and analyse guest feedback, both positive and negative, engaging in thorough operational discussions to actively address concerns and celebrate achievements within our teams.

The evidence of our commitment is evident in the reviews across online platforms, and accolades bestowed upon us by institutions like Booking.com, Expedia and Tripadvisor.

Taking a global perspective, Hilton – present in 124 countries – addresses consumer needs through innovative solutions. Whether it’s the implementation of digital keys for room operations to enhance convenience, we continue to adapt and deliver excellence worldwide.

Our ongoing pursuit of Conrad Hilton’s vision ensures that we not only meet but exceed the expectations of our guests and stakeholders.

Q: Does your organisation offer customers a ‘phygital’ experience – and if so, how?

A: In an era of constant change, Hilton Colombo takes pride in staying ahead of the digital curve. The hotel’s commitment to digital innovation was recently recognised with two Vega Digital Awards in 2022, celebrating the launch of a remarkable food and beverage specific website.

This user-friendly platform – which is at shop.hiltoncolombo1.com – enables guests to bring the Hilton Colombo experience into their homes by effortlessly purchasing a variety of Hilton favourites.

From cakes and meals, to buffet tickets and gift vouchers, the online shopping platform offers flexibility, providing the choice of convenient pickup at the hotel or hassle free delivery to a preferred location.

As the season unfolds, Hilton Colombo goes the extra mile by curating bespoke hampers. These thoughtfully designed packages are not only available for local patrons but also cater to clientele located millions of miles away.

Through just a few clicks, individuals can share a piece of Hilton Colombo directly with their loved ones, making the brand’s hospitality accessible to a global audience.

Q: What is Hilton Colombo’s approach to communicating with customers?

A: Dissemination of crucial messages occurs across various platforms, seamlessly blending traditional print with the dynamic realm of digital communication.

Our social media engagement – particularly on facebook.com/hiltoncolombo – stands as a testimony to our commitment, boasting the highest number of followers (248,000) among all hospitality brands in Sri Lanka.

This vibrant online presence is complemented by newsletters, social media platforms, affiliate networks, blogs and other digital channels, creating a comprehensive and impactful digital footprint. Additionally, our dedicated customer service team reinforces our digital efforts through personalised text messages and calls to our loyal customers.

Beyond the digital sphere, our offline communication strategy is fortified by strategic partnerships that continue to bolster our presence through print media publications, both domestically and internationally.

The synergy of these approaches ensures that our messages resonate across diverse audiences, reflecting our unwavering dedication to guest satisfaction.

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Telephone: 2492492 | Email: colombo.reservations@hilton.com/eatdrinkcolombo@hilton.com | Website: www.hiltoncolombo1.com/shop.hiltoncolombo1.com