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 brandís 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 The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.