HELLO HAMPTON - Amazon S3€¦ · HELLO HAMPTON Hampton Group Text Check out Clifford on p. 20. No wonder they call him Director of First Impressions! You’re right—people are

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HELLO HAMPTONHampton Group Text

Check out Clifford on p. 20. No wonder they call him Director of First Impressions!

You’re right—people are the . I learned that from Hampton’s new Global Head, Shruti Gandhi Buckley, p. 4.

See what Destinie and her team, p. 8, are doing to win holidays and weekends!

Friendly

Caring

Thoughtful

Authentic

September 2017

Talk about being a in a storm: read how the HamptoNation responded during Harvey and Irma on p. 3.

HELLO HAMPTON | 3

FEAT

URES

HelloSEPTEMBER 2017

Above: Spotlight on sales: Destinie Collins, GM of the Hampton Inn & Suites by Hilton in Destin, Florida. (page 8); Below: Marketing’s new campaign (page 16).

For questions, comments, or suggestions, contact [email protected].

“My heart is for the employees.” – Champ Patel (page 30)

4 MEET SHRUTI GANDHI BUCKLEYGet to know Hampton’s new Global Head and read her vision for the future.

8 FISHING FOR SALESWorking with the Chamber of Commerce and thinking seasonally has helped this new GM build market share and increase occupancy in Destin, Florida.

14 LONDON CALLING Check out this enormous new hotel—all 357 rooms of it—just 30 miles from Old Blighty’s capital city.

16 PLANES, TRAINS, AND COLOR GUARD COMPETITIONS

Hampton’s new marketing campaign targets realism in travel. The new spots are resonating with Hampton’s core customers.

20 A FAMOUS SMILESpotlight on Clifford Steward. This guy exudes so much Hamptonality, he’s become a famous figure in Columbus, Ohio.

24 YOUR HOTEL KEY TO THE WORLDIn just a little more than a year, Go Hilton has already delivered more than 2.5 million hotel rooms discounted for Team Members and their friends and families.

27 DID YOU HEAR THE ONE ABOUT THE COIN? This quarter's Moment Maker from a Team Member will make you smile.

28 GLOBAL OWNERS CONFERENCE 2017Condoleezza Rice and Malcolm Gladwell headline the October 10-12 event in Dallas.

30 OWNER’S VOICE: CHAMP PATELHis empire spans 162 hotels, and it all began with a tiny motel in Weatherford, Oklahoma.

34 LOYALTY PAYSThe simple act of recognizing a Member’s Hilton Honors status can boost SALT scores by as much as 25 points. Read on for more loyalty hacks.

36 SUPPORT FOR YOUR NEW GMTaking over as head honcho at a hotel can be overwhelming. That’s just the moment when Brand Performance Support can make a substantial difference.

40 BABY HAMPTON ALL GROWN UPWhat’s in a name? For Hampton Billips, it’s been everything.

42 SPREADING JOYThousands of Acts of Hamptonality made our world a happier place this year.

43 SOMETHING TO CELEBRATE Check out these two dozen dates for an excuse to have fun.

The eye of Hurricane Irma passed right over the Hampton Inn & Suites Fort Myers-Estero, Florida. “It went from pitch dark

and 100+ mph winds to eerily bright daylight,” said Assistant GM Kyle Carper, who worked with four other Team Members to keep guests safe through the storm. He didn’t sleep for the first 32 hours. “I feel like he and the staff here saved our lives. I couldn’t have been in a better place,” said Maria Koenig, a guest who evacuated her home nearby. Sharon Eddy, from Newcastle, England, agreed, “I don’t know what we would have done without this hotel. Everyone looked after us to make sure we were safe and well-cared for. They’ve hardly slept.” When flood waters from Hurricane Harvey surged in Orange, Texas and forced the Sabine Place Assisted Living Facility to evacuate, it turned to the Hampton Inn & Suites in nearby Jennings, Louisiana. “Eighteen residents were taken by boat with just the clothes on their back,” said Sabine’s

area executive director, Carrie Marks, “We checked them into the Hampton at 2 a.m.” GM Ryan Kitchen worked with his team and the local community to

take care of the stranded guests. His Hampton soon had food, water, clothing, and medical supplies along with volunteers for the elderly, “We had a lady cutting hair. We had a church service for them. We had people singing for them. Our meeting room has become a storeroom for all the hotels in our community,” said Ryan. These are just two of the thousands of stories of amazing acts of service from the HamptoNation

from across Florida, Texas, and surrounding states. Each year, millions of people worldwide are affected by natural and man-made disasters. When they are, Hampton Team Members are there. As one guest, Dr. Douglas Constant, said after weathering Irma at the Hampton Inn & Suites Palm Coast, Florida, “Thanks to Hilton and Hampton Inn for being the port in the storm that we needed.”

AGM Kyle Carper works through the dark during Irma.

HAMPTONS BECOME A beacon DURING HURRICANES IRMA AND HARVEY.

Eighteen residents from a local retirement

center have been living at the Jennings,

Louisiana Hampton since August 30th.

Want to help? Visit HILTONRESPONDS.COM to support relief and recovery efforts.

LIGHT AND WARMTH

“Continued success is about partnership and leading together.”

– SHRUTI GANDHI BUCKLEY

4 | SEPTEMBER 2017 HELLO HAMPTON | 5

Her warm smile and inquisitive nature are the first things many people notice about Hampton’s new Global Head, Shruti

Gandhi Buckley. “She is one of the finest people I have ever interacted with, whether that’s in business or not,” said the General Manager of the Hampton Inn & Suites Chattanooga/Downtown, Tennessee, Scott Shepard. “She listens and cares so much.” Jonathan Bogatay, CEO of North Central Group, agrees. “I have found Shruti to be a passionate leader, a great listener, a creative thinker, and a genuine partner; especially when it comes to finding a way to balance the stated brand strategy with the individual objectives of the franchisee.”

HAMPTON’S NEW GLOBAL HEAD,

Shruti Gandhi Buckley, SHARES HER VISION FOR THE FUTURE

LEANING ON EACH OTHER

Phil and I both feel very confident that as Shruti takes the reigns, she will bring fresh insights.

– JIM HOLTHOUSER


A WELCOME LIKE NO OTHERShortly after joining Hilton, Shruti visited Memphis for the first time, “I have to say, of all the international companies I’ve worked for, Hilton’s welcome of me was one of the friendliest, warmest, and most genuine experiences I’ve ever had,” she says. That started at the Hampton Inn & Suites

Memphis – Shady Grove, Tennessee. After a long day of travel and meetings, Shruti asked the van driver, Jeremy McIntosh, where she should stop for dinner that night. “Right away he made

me feel welcomed by providing several local recommendations and a few interesting facts about the city. His friendly smile, genuine approach, and jovile personality were unforgettable,” she says. Now that’s Hamptonality.

has been able to replicate Hamptonality and our overall guest experience. Those elements drive our returns,” she says.

LEANING ON EACH OTHER“Continued success is about partnership,” Shruti says, “and leading together.” That belief in the power of collaboration is something that dates back to Shruti’s very first job at the age of 16. “I was working in a day care down the block from

my childhood home,” Shruti says with a grin, remembering the memory. “I’d never been responsible for children before. Growing up, I didn't have any brothers and sisters, so when all these parents began dropping off their precious children, the huge responsibility they were handing me struck home. I thought, wait, you're leaving them with me?” That early experience stuck with Shruti. “I learned early never to be fearful of leaning on those around me who may have more or different experience

from which I can learn,” she says. It’s a good bet she’ll bring that same attitude to Hilton. “There are so many owners and managers who have lived and breathed Hampton for decades,” she says. LOOKING TO THE FUTURE“We think Shruti's tenacity and keen strategic lens will be key in continuing Hampton's record of success,” say Al Patel and Chet Patel, President and Vice President of Baywood Hotels, Inc., respectively.

To drive financial performance and market share, Shruti believes the brand must continue to innovate, take risks, and lead rather than follow. “I don’t want us to be too comfortable being the category leader,” she says. “How do we think differently as our consumers and the landscape evolves? How do we refine the guest service experience—Hamptonality—as technology advances?” “I’m going to challenge our team,” she says as the conversation turns to Hampton’s global footprint, the new breakfast program, and the fitness experience, “I want to be challenged as well and look forward to robust discussions on how we can ensure Hampton remains the catagory killer and a lighthouse brand.”

Shruti meets the team at the Hampton Inn Washington, D.C. NoMa Union Station.

INSIGHT INTO HAMPTONListening closely to all stakeholders and developing key strategic insights are skills Shruti deployed through a career filled with brands that are household names such as Estée Lauder, Nestlé, CHANEL, and National Geographic. Since joining Hilton earlier this year, she’s worked closely with Phil Cordell to evaluate strategic opportunities for the Focused Service category. “Phil is considered by many as the Godfather of Hampton, so his advice and mentorship are invaluable,” Shruti says over lunch during her first week in her new role. “I am humbled to follow in his footsteps.” “Phil and I both feel very confident that as Shruti takes the reigns, she will bring fresh insights,” said Jim Holthouser, Executive Vice President for Global Brands. Some of those insights may come from her years transforming Fairfield Inn & Suites as the head of the Marriott brand. Shruti admits, “I spent years following closely and admiring Hampton because of its strong leadership position in the market.” That insight from a competitor’s shoes may prove advantageous. “Let’s face it,” Shruti says, “some of Hampton’s competitors have steadily improved their game, and new players are entering this already highly competitive category. We’re in an industry where the top brands have a similar value proposition, so delivering a high-quality experience combined with warm and inviting service will ensure Hampton continues to lead.” Hampton’s new Global Head believes it’s the brand’s culture that will keep it on top. “Nobody

Have a question for Shruti? Email us at [email protected] and we’ll ask Shruti to answer it in a future edition of Hello Hampton.

“Hilton’s welcome of me was one of the friendliest, warmest, and most genuine experiences I’ve ever had.”

– SHRUTI GANDHI BUCKLEY

HELLO HAMPTON | 9

Creative sales techniques KEEP THINGS AT THE HAMPTON INN & SUITES BY HILTON IN DESTIN, FLORIDA,

sunny year-round.

FISHING FOR SALES

Just as the sun slides up over the water at the Destin, Florida, dock, you can find GM Destinie Collins doing a little fishing … for

business. She’s chatting with the charter boat captains, handing out treats like Swedish Fish, and discount coupons for her property, the Hampton by Hilton Destin. Her early morning visits help capture referrals from the captains when tourists call to book fishing trips. It’s just one of the ways Collins and her team use their sales sleuthing skills to uncover new bookings. Although she’s selling like a seasoned pro, she’s a brand-new GM, just promoted to the position in July. “We used to have down time, but not anymore,” she says. The hotel sits in the heart of Destin, just 100

Anytime my Team Members are on the phone, they’re selling. They’re great at sharing tips about events and other opportunities.

yards from the sugar white sands that draw tourists from around the world. There are many attractions nearby, such as a popular water park and a huge outlet mall, along with a lot of competition. To keep occupancy up all year, Collins gets

creative. “We work closely with the Chamber of Commerce to put banner ads on their website advertising special rates for weddings and reunions. We really lean on their online calendar to learn about events, such as tournaments and meetings taking place around town, and use those to our

advantage,” she says. Collins mines the Guest list daily to see what companies are staying with them and if there’s potential to recruit more business. Another resource for this savvy sales team is the area’s

The General Manager of the Hampton Inn & Suites by Hilton in Destin, Florida, Destinie Collins

8 | SEPTEMBER 2017

online construction journal. The site lists building projects coming to the area and businesses planning to open. It’s a great way to learn which construction or corporate training teams may come to town and need a place to stay. The city website is also helpful. Her team checks it often for tips about proposals,

we have—which is our complimentary breakfast, guest laundry facilities, free internet, and the fact that we’re walking distance to a variety of restaurants,” she says. To help keep occupancy up for holidays and weekends during the slow season, Collins says she makes sure all Hilton Honors, AAA, and AARP promotions are open to capture that business.

expansions, or new builds that mean opportunity to drum up new business. They hit the water park and sports complex operations teams and ask them to include a hotel discount on their websites. “We don’t offer deep discounts to our negotiated accounts, usually only 10 to 15% off best available rate (BAR). Instead, we sell what

Richard Butler, Regional Director of Operations for McNeill Hotel Company, says, “Destinie is an invaluable team player and leader. Destinie started on the Hotel Opening Team and then moved to Sales Manager and now General Manager. She has been instrumental in shifting market share and creating an environment where ‘everybody sells.’ ”

HELLO HAMPTON | 1110 | SEPTEMBER 2017

HELLO HAMPTON | 13

Winning Holidays & Weekends

1.

2.

3.

5.4.

6.7.8.

Leverage Hilton sales tools such as eEvents, MicroStrategy reporting, MeetingBroker, and Scout to ensure you capitalize on all existing opportunities.

Reference the Focused Service Market Segment Action Plans for thought starters to activate your strategy. Those action plans are full of helpful tips to “warm up” your weekend/holiday business!

Contact Guests who spent the holiday with you last year (and the year before) and invite them back! It’s always good to spend the holidays with family, especially those with Hamptonality!

It’s never too late to review past group business – both won business and lost business – from previous years.

Saturate your Hampton-loyal negotiated (CNR/LNR) accounts. Reinforce the value of the gift of travel for key contacts at local offices so they can share the news with family members and other travelers by encouraging staycations, “bleisure” travel, and promoting your holiday packages.

Create an incentive program (like Destinie’s Hot Leads) to reignite the Everyone Sells culture at your hotel!

Partner with properties in your backyard to capture their overflow business.

And speaking of your backyard, OWN it! Stay on top of what’s going on in your area! Your Convention & Visitors’ Bureau, economic sites, local hospitality/marketing associations, sports teams, religious groups, bridal companies, hospitals, and venue sites (just to name a few) should all be key contacts for you. Be proactive and invite a few of these close friends over to experience Hamptonality in action!

We checked in with Focused Service Director of Brand Sales, Dana Long for tips:

HOT LEADSIt’s truly a team effort. “Anytime my Team Members are on the phone, they’re selling. They’re great at sharing tips about events and other opportunities,” she says. To encourage their efforts, Collins started a Hot Leads program. Team Members submit leads on a tip sheet, and the hotel keeps a running tally. Once a month, the person with the most leads wins a gift card. At the end of the year, there’s a drawing for a big prize, like a flat-screen TV. She posts the tally sheet on the back office door so Team Members can track their progress … it inspires friendly competition and keeps people motivated. “I have a great team,” she says. “We love to promote often from within the company! I started at the front desk myself. If we see a Team Member with potential — no matter what position they’re in — we start training them to move up. We funnel projects and ideas their way to keep them growing.”

SUPERIOR GUEST SERVICECollins says getting the business is just one part of the equation. “We work so hard to gain the business, we want to be sure we keep it,” she says. She hosts regular meetings with the sales team to ensure everyone’s on board and prepared to unleash Hamptonality with Guests checking in. Meeting rooms must be set correctly and all the details just right. They also create weekly agendas for Guests listing what’s happening in the area. “We keep a stack at the front desk so they can just grab it and go. And we post a framed copy by the elevators so they can read it while they wait. That way they know

what’s going on without having to look everything up on their phones,” Collins says. “Our strong team is the foundation of our success. Of course we have natural attractions that help, but we also have to aggressively pursue corporate business … we’re go-getters.” Their hard work is paying off where it counts—especially SALT scores. For the last six months, the hotel’s “Helpfulness of Staff” score is 81.6% (1% higher than the brand average), and their “Cleanliness” score is 85% (5% higher than the brand average).

I have a great team, we love to promote often from within the company!

– DESTINIE COLLINS

12 | SEPTEMBER 2017

The Destin Team: (L to R) Richard Butler, Melinda Green,Isis Barroso, Welton Morris, Destinie Collins, Arone Roache, Kerrian Harris, and Wendy Valdez.

For more tips see “Sales Resources” on Hampton’s Lobby page.


LONDON CALLING

What’s it like to personally fluff and place 1,624 pillows? Just ask Paolo Franchi, General Manager

of the largest (and brand new!) Hampton in the system—the Hampton by Hilton London Stansted Airport. With 357 rooms, Franchi and his team are unleashing Hamptonality on a scale that gives Big Ben a tick for its tock. Franchi says Hamptonality is the power to

pass on the positive vibe and happy ethos the team enjoys to each and every Guest they encounter. “Preparation is everything,” says Franchi. His 15 years in hospitality, plus his recent experience opening the Hampton by Hilton Newcastle, U.K., helped guide the way as they tackled the task of getting the hotel ready for Guests. “Forming a team from scratch in an area

that’s new to me has been challenging. However, we have a fabulous, ever-growing team who’ve really proven themselves already. Installing 525 duvets and mattress protectors, 714 bedroom bins, 357 alarm clocks, kettles, hair dryers, tissue boxes … you get the picture!” Franchi says. One snag in the works involved the professional photographer hired to capture some great exterior shots of the hotel—he was nabbed

by police while slinking around in the shrubbery looking for just the perfect angle to showcase the property. “The best part of the experience was the moment that all of the blood, sweat, and tears paid off, and Hilton QA declared the hotel open. This is my third year with Hilton, and I anticipate many more. Opening beautiful hotels like this one is something I am truly proud of,” he says.

The 357 bedrooms of the Hampton by Hilton London Stansted Airport serve one of the United Kingdom’s busiest airports, just 30 miles from central London.

CHECK OUT THIS ENORMOUS NEW HOTEL—all 357 rooms of it — JUST 30 MILES FROM OLD BLIGHTY’S CAPITAL CITY.

More than 100 Team Members will be needed once the hotel reaches full occupancy.


Vice President, Global Marketing, Focused Service Brands. “Occasions like a kid’s soccer tournament, client visits, and family events (or as we like to call them, obli-cations) are what bring most of our Guests through the doors.” Extensive research supports their hunch. In fact, 71% of respondents in one study said,

“I prefer advertising that shows people and lifestyles that reflect the life I have now.” “People are over the pretense and ready for something relatable,” Martin-Ziegenfuss says. “That’s where Hampton’s all new Real

Travel campaign comes in.” Relatable and realistic situations inspired the campaign and performed well with focus group audiences. This led to upbeat, funny TV spots like “Flag Dancing,” where an out-of-place but engaged dad is traveling to support his daughter at a color guard competition. And for a business audience, a second spot plays on the common struggle of trying to remember new clients’ names at the big meeting.

H ere we go again: a gorgeous couple sipping cocktails festooned with exotic flowers, his teeth as white as the sand

they’re sitting in. She laughs, tossing her auburn hair, as a porter brings her a fresh towel. Ahh, travel. Or the executive on her way to Dubai, gazing intently out the private jet window, annual report in her lap. Mont Blanc pen just so. “Travel at the speed of you.” Who travels like that? Not many. Instead, most of us feel like extras in “Planes, Trains and Automobiles.” We sit for hours on hot runways and search for rental cars that aren’t there on our way to a cousin’s wedding in Albuquerque or a sales meeting in Scranton. It’s that reality that got the marketing team at Hampton thinking about “real travel” in the summer of 2016.

FACING–AND EMBRACING–REALITY“We know why people stay with us, and we want to embrace that,” says Amy Martin-Ziegenfuss,

We know why people stay with us, and we want to embrace that.

– AMY MARTIN-ZIEGENFUSSHampton’s new campaign celebrates ordinary trips (like seeing your daughter’s color guard competition).

PLANES, TRAINS, AND COLOR GUARD COMPETITIONS

HAMPTON’S NEW MARKETING CAMPAIGN targets realism IN TRAVEL. THE NEW SPOTS ARE RESONATING WITH Hampton’s core customers.


Media June July August TOTAL

National TV 90,445,000 109,322,500 4,500,000 204,267,500

Cable TV 82,905,000 100,322,500 183,227,500

Network TV 7,540,000 7,540,000

Addressable (SmartTV) 9,000,000 4,500,000 13,500,000

Out of Household 14,700,011 8,166,673 1,633,335 24,500,018

Radio 9,000,000 9,000,000

Digital/Web 28,464,520 22,625,194 51,089,714

Streaming Video 33,202,247 28,862,652 62,064,999

Total 175,811,778 168,977,019 6,133,335 350,922,231

Real Travel stories shared by a community of travel influencers and Hampton Team Members using #RealTravel. At the property level, Hampton by Hilton Team Members are engaging in a new Real Travel Heroes program that rewards their efforts to create happier travel experiences for Guests. It’s early yet, and the campaign is already performing very well. Through August, it has generated well over 350 million impressions among cable and network TV viewers, radio listeners, and internet users. “Everything about Real Travel is designed to drive brand awareness and market share,” says Martin-Ziegenfuss. “And consumers are loving it. They see themselves and say, ‘That’s my life. Hampton understands me.’”

LAUGHING WITH YOU“We were very thoughtful in the way we constructed these spots. We use real scenarios, but they’re also a bit quirky. Humor and recognizable music helps the ad catch the attention of the consumer to break through the clutter of other ads on TV,” says Roxane Murray, Senior Director of Hampton Marketing. The public relations and social media component of the campaign is a bit quirky, too. Hampton by Hilton partnered with Second City Works, the renowned improv comedy troupe from Chicago, to bring Real Travel to life on Facebook Live with sketches inspired by actual Guest and Team Member stories. A series of humorous video vignettes and social-rich content created with Second City Works will be unveiled seasonally. The laughter will continue all year long with

Everything about Real Travel is designed to drive brand awareness and market share, and consumers are loving it.

– AMY MARTIN-ZIEGENFUSS

THE CAMPAIGN SO FAR

350 Million Impressions

By the Numbers

These lighthearted commercials debuted on national and digital TV in June and can be seen across CNN, HGTV, TBS, Travel Channel, Hulu, and ESPN. Along with TV spots and a web presence on sites like CNN, you’ll hear Real Travel on the radio, including streaming on Sirius XM and ESPN Radio. Real Travel is truly global, with the campaign also launching this year in the U.K., Poland, Turkey, and Germany.

Television won’t be the new campaign’s only medium. Look for Real Travel on radio, social, and streaming media.

6 Hampton Marketing & PR Team Members to drive the project

12+ months to dream, plan, research, and launch

Research with nearly 500 focus group members to test the ideas

4 advertising agencies to bring Real Travel to life

More than 630 Team Members to celebrate at the premier party

HELLO HAMPTON | 21

If you’ve visited the Hampton Inn & Suites by Hilton Downtown Columbus, Ohio, you know Clifford. He’s famous.

Clifford Steward is a five-star king on TripAdvisor and other popular travel sites. He’s mentioned often in reviews with

headlines such as, “Clifford Greeted Us Like Family” (Lucinda R., Toledo) and “Clifford Steward Best Customer Service Rep in America” (irishqueenohio). Clifford lives up to his title: Director of First Impressions with comments like:

A FAMOUS SMILEIN THE BUSY WORLD OF HOTEL LIFE AND OUR DIGITAL AGE, Clifford Steward makes an impression

THAT GUESTS CAN’T FORGET.

“There was one person who made our stay memorable and that was CLIFFORD!!!! He nicknamed my husband ‘Lucky’ because he claimed he was lucky to have me …. He was always so happy and uplifting—you couldn't help but smile when in his presence—LOVE HIM!”

“He remembers Guests from past stays and brings joy to the morning.”

“His joy of life is contagious, and his words ‘Go Claim your Day’ echo in your mind all day. I cannot wait to see him when I go back yearly.”

– RAE1234567

– JAYCHARLESP2017

– IRISHQUEENOHIO

“When a Guest is pleased, and when they return from any

event, they greatly appreciate it, and it makes us look good

and the city look good.”

– CLIFFORD STEWARD

20 | SEPTEMBER 2017


INSIDER INFORMATIONClifford is also harnessing initiatives like Local Hamptonality. Local Hamptonality is our Team Members’ personal recommendations of what’s great to see, eat, and do in each of Hampton’s nearly 2,300 neighborhoods. It’s about sharing what makes our communities unique—and in doing so, we make our hotels a gateway to a memorable experience. A July article in The New York Times featured Clifford and his desire to become a champion for Columbus. He’s learning the unique things it has to offer so he can make educated recommendations. “When a Guest is pleased, and when they return from any event, they greatly appreciate it, and it makes us look good and the city look good,” says Clifford. “Anyone with a smartphone can Google

‘best spot to eat in Columbus’ ” says Local Hamptonality guru Morgan Murphy. “Today’s travelers want a personal recommendation. They want authentic, local experiences and insider tips you can’t get from a device.” Murphy makes the business case for empowering Team Members like Clifford to be bold, be personal, and reach out to Guests. “I equate it to the beer industry 15 years ago,” he says. “Who would have thought that microbreweries could compete with Budweiser? Yet to survive as a bartender, waiter, or vendor today, you’ve got to know your local beers. In the same way, hotel Team Members need to know their communities.” Five-star Team Members like Clifford are leading the way.

of interactions we have with a Guest, it’s now shifted to the quality of those connections.

Clifford takes his title as Director of First Impressions seriously. According to him, it elevates his service mindset beyond just helping Guests with luggage to creating quality connections. As communications blogger Chuck Gose said about Clifford, “His goal isn't to help you with your bags. His goal isn't to make sure you

have a smooth check-in process. His job is to put a smile on your face. And I'm sure he'd give you a hug as much as shake your hand.”

OWNING THE WELCOMEWith thousands of Hampton Guests using Digital Check-in and nearly 700 of our properties already live on Digital Key, we don’t always have the opportunity to greet the Guest at check-in. “It’s time to rethink how we recognize and welcome Guests who use our digital products,” says Dana Shefsky, Director of Digital Product Innovation. “Everyone owns the welcome. We’re rethinking service in this new world— the breakfast hostess may be the first Team Member a Guest interacts with,” she says. While the focus used to be on the number

It’s time to rethink how we recognize and welcome Guests who use our digital product.

– DANA SHEFSKY

No smartphone app can match the infectious joy of an engaged Team Member like Clifford.

A July article in The New York Times featured Clifford and his desire to become an ambassador

for Columbus.


had nurtured a lifetime love for the music and culture of a place he’d never seen. “When my husband and I told him we were taking him to Trinidad for his 50th birthday, the shock on his face was worth the cost of the trip. (During the visit) I saw a side of my father that wasn’t available to me before. Walking through the home where my grandmother grew up … playing on the beaches she did. I have never seen

Just a little more than a year after its debut, the Go Hilton travel program is making adventurers—and storytellers—out of Team

Members all over the world. Like Kara A. from the Hampton by Hilton, Harrisburg West, Pennsylvania, who booked a Go Hilton rate at the Hilton Trinidad & Conference Centre to create an unforgettable experience for her father. His family is from the island, and he

A PERK LIKE NO OTHER

– MOROCCAN SCHOLAR IBN BATTUTA

Traveling–it leaves you speechless, then turns you into a storyteller.

One huge benefit of working for one of the world’s largest travel companies is access to Go Hilton. More than 250,000 Team Members have enrolled and spent 2.5 million nights at Hilton properties worldwide.

1. Miami/Brickell-Downtown, Florida.2. Tropicana, Nevada.3. Fort Lauderdale/City Center/Downtown, Florida.4. Orlando-Florida Mall, Florida.5. Clearwater-Central, Florida.

MOST POPULAR HAMPTON DESTINATIONS ON THE GO HILTON RATE ARE:TOP 5

With its gorgeous pool (complete with cabanas), no wonder the Hampton Inn & Suites by Hilton

Miami/Brickell-Downtown ranks No. 1.


• More than 258,000 Team Members have enrolled in the program, and another 399,000 Hilton Honors Members are accessing Family & Friends rates.

• Team Members (and Friends & Family) have consumed 2.5 million room nights.

• Team Members have earned more than 613 million Hilton Honors Points when staying on Go Hilton rates.

• More than 53,000 Team Members have been upgraded to Gold Status through the Team Member Hilton Honors Fast Track.

Jessie Ybarra Front Desk Associate Hampton Inn & Suites Legacy Park–Frisco, Texas5 months with Hampton

Jessie Ybarra likes to welcome hotel Guests with a good joke.

“I like to make people laugh, and I like to make people feel better. I like to have a good time, and jokes are my go-to.” Jessie has plenty up his sleeve. Here is one he likes to use often:

Jessie: “I could make a coin joke, but it wouldn’t make much cents.”

SINCE ITS OFFICIAL LAUNCH:

him smile so much.” There are other kinds of travel, too—less exotic yet no less meaningful. Amanda D. from the Hampton by Hilton Daytona Speedway Airport, Florida, stayed at the Hampton by Hilton Jacksonville Downtown 1-95 on a Go Hilton rate when her premature infant son was airlifted to the nearby hospital for treatment.

“Go Hilton gave me the opportunity to sit at his bedside and watch the monitors, to talk to the many doctors and nurses, and to change the occasional diaper. Go Hilton gave me a place to rest and cry for my son. Go Hilton gave me a support team at the Hampton that went above the call of duty to make sure that my husband and I were doing all right,” she says.

A HUMOR MOMENT MAKER CREATING SMILES makes memories for Guests AND ENDEARS

THIS NEW TEAM MEMBER IN JUST A FEW SHORT MONTHS.

If you’re not enrolled in Hilton Honors, visit “Go Hilton” in the Lobby. It takes 5 minutes or less.

5 MOST POPULAR HILTON FAMILY DESTINATIONS ON THE GO HILTON RATE ARE:TOP

1. Hilton Hawaiian Village Waikiki Beach Resort, Hawaii.2. Hilton Orlando, Florida.3. Hilton Orlando, Buena Vista Palace Disney Springs, Florida.4. Hilton Anaheim, California.5. The Diplomat Beach Resort Hollywood, Florida, Curio Collection

Got a great Humor Moment Maker you’d like to share with our HamptoNation? Email us at [email protected].


and collaboration. We’ll close the event with an unforgettable Thursday Night Lights party at the AT&T Stadium, home of the Dallas Cowboys. And thanks to our partnership with Live Nation, the evening’s entertainment is a special performance by OneRepublic. Don’t miss this opportunity to connect, celebrate, and envision all we can accomplish together. Registration fee is $750 with guest passes available for $500.

The 2017 Global Owners Conference features an impressive lineup of speakers, including Hilton President & CEO Chris Nassetta,

66th Secretary of State Condoleezza Rice, and best-selling author Malcolm Gladwell. Plan now to join Hilton Owners from around the world to learn about new brands, discover cutting-edge innovations, and map out the future of hospitality. The event opens Tuesday with the unique opportunity to experience global flavors at the Taste of Hilton reception. Wednesday evening is all about networking with peers for ideas, inspiration,

Register today at www.hiltonconference.com.

OCTOBER 10-12, 2017HILTON ANATOLE

DALLAS, TEXAS

GLOBAL OWNERSCONFERENCE 2017

We’re not just in the business of lodging, we’re a business that truly embraces hospitality.

– CHRIS NASSETTA, HILTON PRESIDENT & CEO

CHRIS NASSETTA CONDOLEEZZA RICE MALCOLM GLADWELL


PUTTING PEOPLE ABOVE PROFIT WITH 162 HOTELS, CHAMPAK “Champ” PATEL KNOWS HOW

TO RUN A successful business. HIS MANTRA REMAINS TAKING CARE OF HIS TEAM FIRST AND LETTING THE MONEY BE MADE BY karma.

WHAT WERE YOUR EARLY YEARS LIKE?I came from Zambia to the United States December 31, 1979. My uncle was in the hotel business and suggested I get into the same line of work so he could offer advice. My dad died when he was 48. I had two brothers and three sisters, the youngest of whom was 14. As the eldest, it was my responsibility to take care of them. We came from nothing back then. But today, everyone is here in America, everyone is settled, and everyone is taken care of. So family is very important to me.

The beginning was hard. When I bought my first hotel, my wife and I worked 16-hour days on the front desk and cleaned 48 rooms. My wife and kids and I never took a vacation together. At nighttime during the summer, we hardly slept. We did that for 13 years. Today Champion Hotels has 162 properties in 19 states and 5,500 employees from Oklahoma to Florida to New York. We have had a lot of success, but we are not a corporation: We are a family.

“We have had a lot of success, but we are not a corporation:

We are a family.”

– CHAMP PATEL

OWNER’S VOICE

TELL ME ABOUT YOUR LEADERSHIP AND MANAGEMENT APPROACH.Take care of your people. We have been in this business 36 years. My life up to now has been employees first; family second. If my employees are not happy, how can we make money? Employees are the key. My heart is for the employees. At the end of my life, nobody is going to recognize what I have. They will recognize what I did for others. At Champion Hotels, our goal is not money—our goal is how to live together, how to be happy,

and what we do for each other. Here’s what I tell my son: Don't worry what you're going to make; worry about what you do for people. Once they know you, they will want to help you. Money will be made by karma, not by work. I never walk into a hotel as the owner. I come as an employee. Over time, it's what you do for people and your employees that will be recognized.

Employees are the key. My heart is for the employees. At the end of my life, nobody is going to recognize what I have. They will recognize what I did for others.

– CHAMP PATEL

Champ’s team at his Hampton Inn & Suites by Hilton Moore, Oklahoma. Front row (L to R): Darla Pope, Jacqueline Mendoza, and Karlie Carter. Second row standing (L to R): Amar Patel, Harshil Patel, Champ Patel, Maria Dominguez, Alma Medrano, and Maria Ruiz. Third row standing (L to R): Melissa Nelson, Stacy Merritt, Anita Lopez, Duane Booker, and Maria Yanez.


OWNER’S VOICE

HOW DO YOU HIRE? I look at only one thing: how bonded is that individual to their own family? You see, my father and uncle were both social workers. More than anything, they believed that you must take care of the people around you. If a potential hire is not bonded to their own family, how can they be bonded to you? How can they be bonded to the Guest?

In today’s environment, I can't directly ask some of the questions I'd like to ask about a person's regard for their family. So I talk about my family and how Champion Hotels is a family. When someone opens up about their own family, how they get together, then I know it's the right fit. If they’ve cut their family out of their life, they’re not the right hire.

WHAT DOES HAMPTONALITY MEAN TO YOU? It means a lot. It means heart. You can’t hire someone with a cold body and cold feet. It won’t work. Heart only comes if you attach with the people. If you don’t have a good heart, you will never be attached with your your co-workers and our Guests.

WHAT IS IT LIKE WORKING WITH HILTON? Hilton is outstanding on service, product, and support. The company stays on top of and delivers what we want. The care and concern that Hilton has for the franchisee is more than we deserve. They do everything in their power to support us. You’ll never get that anywhere else. I’ll give you an example. My son was with my wife overseas on a meditation pilgrimage in Thailand. The hotel they were in (not a Hilton)

wasn’t following the contract and booted a group of 800 people. My son emailed Tim Powell, Hilton’s S.V.P. Development-Americas, in the middle of the night. By the next day, Tim had meetings set up with a full-service Hilton in Thailand and got their trip rearranged and negotiated a contract for the next two weeks for all 800 Guests. You can’t get that kind of care or support at any other brand. They went way above and beyond to help us out. That’s something we’ve only experienced at Hilton.

TELL ME ABOUT YOUR FIRST HOTEL. My first hotel was an independent in Weatherford, Oklahoma, a town of 10,000 people—I still consider it my hometown. We didn't have much money to buy a good hotel. When I converted it to Econo Lodge in 1981, I improved the business. But my goal was not to run a mini motel. My goal was to go to the top brand. My first Hilton product was a Hampton. I bought an office building, stripped down to the bare iron and concrete, and converted it to a Hampton. The employees called it the Champton.” Hilton [was skeptical] and gave me one year. In six months they said “You’re fine.” This business is a relationship business. If you maintain a clean heart and put people before money, everything will come. My first employee still works with me. She was part of my first dollar and is still a part of Champion Hotels today. In America nothing is impossible if you work for it. You can’t get discouraged. If you don’t give up, your focus is there, and your care is there, it will all come together.

Champ calls Karlie Carter (far left) daily to ask about the day’s occupancy.

The care and concern that Hilton has for the franchisee is more than we deserve. They do everything in their power to support us. – CHAMP PATEL

“I’ve learned so much from my dad,” says Harshil Patel, who also works in the family business.


LOYALTY PAYSJUST RECOGNIZING THAT A GUEST IS A HILTON HONORS MEMBER

BOOSTS A HOTEL’S SATISFACTION SCORES SIGNIFICANTLY. Here are some other keys to boosting loyalty.

W hen Digital Key Guests check in to the Hampton by Hilton

Costa Rica, they find a “passport” game card waiting in the room. The passport invites the Guest to visit three different areas of the hotel to get the card stamped in order to win a prize. One of the areas they must

visit is the front desk—which gives the team a chance to greet

the Guest, recognize their Hilton Honors membership, deliver their benefits, and even point out the 100%

Hampton Guarantee. With Digital Key spreading across the brand, leaders like GM Laura Rodriguez at the Hampton

by Hilton San Jose, Costa Rica Airport are finding new ways to connect with their Guests. Hilton Honors Champion and Hilton Way are two such initiatives that foster these efforts.

HILTON HONORS CHAMPIONThe Hilton Honors Champion initiative allows us to work together across the enterprise to deliver top-notch service, and we’ve set an impressive membership goal—100 million Members by Hilton’s 100th birthday in May 2019. Expanding Hilton Honors membership is a key goal because Hilton Honors Members spend more and are more likely to return to the brand. As valuable Guests, they represent the best opportunity to drive revenue. Statistics clearly show that recognizing these Guests well is equally important. Members who report that they were “Welcomed as a Hilton Honors Member” have higher Overall Experience SALT scores—by 25 points. They are also significantly more likely to return to the

same property. The Hilton Honors Champion program requires each hotel to designate a Team Member who owns the Hilton Honors experience at that property. Their role is to inspire and coach their fellow Team Members to enroll Guests, recognize Members, and deliver Hilton Honors benefits with Hamptonality. The Hilton Honors Champion initiative is supported by communications, training, resources, recognition, and events—all created in Hampton’s unique Friendly, Authentic, Caring, and Thoughtful voice.

THE HILTON WAYOne of the ways we’re helping Hilton Honors Champions and Team Members is Hilton Way. The new Hilton Way “GREAT” model for welcoming Guests is an ideal way to unleash Hamptonality. Hilton Way launched with the July Brand Standards update (# 701.03) and has a compliance date of January 1, 2018.

Greet Members by name and welcome them back if they are a returning Guest.

Recognize and celebrate their tier (Member, Silver, Gold, or Diamond).

Explain their Hilton Honors benefits at Hampton.

Add a personal touch — give an authentic compliment or friendly recommendation!

Thank them with a smile.

GRE

TA

Working together, Hilton Honors Champions and Hilton Way provide the support and inspiration our Team Members need to demonstrate Hamptonality Starts With Me to every Guest, every stay.

“Find clever ways to make memorable connections.”

– LAURA RODRIGUEZ, AMBASSADOR U

GENERAL MANAGER, HAMPTON BY HILTON SAN JOSE, COSTA RICA AIRPORT

If your hotel does not have a designated Hilton Honors Champion, please add one in PiM.


Brand new General Manager Rahshae Scott fired up her computer on her first day on

the job at the Hampton Inn & Suites by Hilton in Oxford-Anniston, Alabama and 40 new emails in her inbox blinked back at her. Quality Assurance checked in on day two. No pressure there. So when Focused Service Brand Performance Support (BPS) Manager Beverly Netusil reached out to schedule Scott’s onboarding call, Scott welcomed the opportunity for some support. “Beverly seemed thrilled to have me on the team,” Scott says. “She was passionate about sharing all of the

OVERSEEING A HOTEL CAN OVERWHELM EVEN THE SAVVIEST MANAGERS. HAMPTON WORKS TO ANTICIPATE WHEN A NEW GM NEEDS onboarding advice and a helpful ear.

SUPPORT WHEN A GM NEEDS IT MOST

brand tools. She took the time to walk through everything on the Lobby and showed me resources I had never seen before.” Scott wasn’t new to Hampton, having previously served as night auditor and sales assistant for the two Hampton properties in Tuscaloosa, Alabama. After a brief stint with a competitor, she was happy to be back with the brand she considers home. “Even though I had used the Lobby before, there was a lot there I had never discovered … tools and reports that make my job so much easier,” she says.

“Even though I had used the Lobby before, there

was a lot there I had never discovered … tools and reports that make my job so much easier.”

– RAHSHAE SCOTT

TOP

REASONS TO SCHEDULE A 1:1 CONNECT

3You want to boost your

Quality Assurance score

You want to boost SALT scores

You need tools and tactics to generate revenue

(or help with RFP season, Wish/Walk, etc.)

Focused Service Brand Performance Support is standing by to help new General Managers.


So how does the BPS team know when a new GM needs onboarding? According to Beverly, sometimes they get the news from QA and sometimes through members of the Owner Support Team. “Often a Team Member at the property will refer a new GM to us,” she says. “But the important thing for Owners to understand is that the sooner we know a change has taken place with hotel leadership, the sooner we can help. Whether it’s a temporary vacancy with no GM hired yet, an internal Team Member transferring to the position from another hotel, or a new hire, we can help with the transition.” As Vice President of Operations for ZMC Hotels, Casey MacAllister is a big fan of the onboarding process. Her group owns/manages Scott’s hotel, and she says it’s the personal touch that makes it work so well. “The process started a weekly communication tool to the GM to help launch her on a successful path with Hampton. I have worked with Beverly on two GM onboarding opportunities, and she is genuinely focused on customer service,” MacAllister says. Scheduling onboarding calls is just one of the consultation services offered by the Focused Service Brand Performance Support Team. They also advise the hotel leadership on topics such as sales tactics, revenue strategies, leveraging key reports, improving SALT scores, or raising a property’s QA score.

SCHEDULING A BPS CONSULTATIONThere are two ways for Team Members to request a BPS consultation, also known as 1:1 Connects. They can call or email the BPS Advice Team (contact information in the sidebar) to make an appointment, or they can visit the Hampton BPS page on the Lobby to schedule online via the Connect Calendar (path in the sidebar). That option allows the user to choose the day and time that works best

up to a month in advance. “We’ll call within 24 hours to confirm the appointment and ask a few questions about their goals for the call so we can prepare,” Netusil says. If the GM needs help sooner than the online schedule offers, they can always call BPS Advice and be worked in quickly. “During the consultation, we share our computer screen and show exactly where to find tools and all kinds of useful nuggets. We encourage

the GM to invite the property Owner, Management Company Rep, or other relevant Team Members to join the call,” Netusil says. After the call, the BPS Manager follows up with an email recapping what was covered and outlining helpful next steps to keep things moving in the right direction.

OTHER BPS RESOURCESAlong with 1:1 Connects, there are other ways BPS works to support and encourage hotel teams.

Daily webinars at 11 a.m. CST offer live learning opportunities on relevant topics, and recorded versions can be downloaded at any time from the on-demand library. When Team Members attend a webinar, they receive a post-event email with a link to the replay and a list of top takeaways along with links to related resources. It makes it easy for Team Members to activate what they’ve learned and see results quickly. Targeted emails are sent regularly to alert GMs when we uncover an opportunity for a specific hotel, an urgent deadline with business impact is looming, or when we just have to say “nice job!” due to great performance. Encouraging your GMs to check their @Hilton.com email address regularly is essential!

CARING BY CONNECTING“It’s heartwarming to see the level of care we provide our hotel Team Members. We’ve got some processes down pat over here, and when we come

across a good idea, we’re eager to share it with other hotels,” says Netusil. Scott says she’s come to depend on the BPS team to be there when she needs them. “I know I can call or email with any question and get an answer quickly. “Hilton is my family. At Hampton, we say, ‘Making you happy makes us happy,’ and you can really feel that. Hampton taught me what it means to be hospitable.”

How To Schedule a 1:1 ConnectAmericas and APAC call BPS Advice at 1-800-5ADVICE or 901-374-5766

EMEA call BPS Advice at +44 (0)20 78568123

Email BPS Advice at [email protected]

Visit the BPS Consultation page on the Lobby via this path: Hampton>Support>Brand Performance Support>1:1 Connects

Focused Service Brand Performance Support Manager Beverly Netusil.

Team Members: (L to R) Laura Ruggles, Natisha Harris, Bonita Holder, Rahshae Scott, Nova Swain, and Kay Suggs.

Hilton is my family. At Hampton, we say, ‘Making you happy makes us happy,’ and you can really feel that. Hampton taught me what it means to be hospitable.

– RAHSHAE SCOTT

BABY HAMPTON … ALL GROWN UP

We first heard his story back in 1996, when he was just a few months

old. After trying for more than a year to have a baby, his parents enjoyed an overnight stay at the Hampton by Hilton Knoxville Airport, Tennessee, where they had traveled for a friend’s wedding … and Baby Hampton was conceived. According to Hampton Billips, “They were trying to decide what to name me, and Mom said, ‘Hey, Hampton is a strong name.’ ” He’s living up to it well. While we say, “How BIG is Hampton” about our brand’s impressive global footprint,

in his case, it’s literal. Hampton, now 21, stands 6 feet 7 inches tall. Raised in Greensboro, North Carolina, he’s now a senior at North Carolina State University majoring in sports management. Sports is his passion, and he’s played on the N.C. State football team for the past three years. He recently hung up his cleats to pursue an internship at the North Carolina General Assembly in Raleigh, North Carolina. And the big question—does Hampton love Hampton? “You bet!” he says. “My Twitter handle is ‘Experience the Hamptonality!’ It’s my go-to brand.”


“My Twitter handle is ‘Experience the

Hamptonality!’ It’s my go-to brand.”

– HAMPTON BILLIPS

IT’S BEEN A strong name FOR HAMPTON BILLIPS.

The Billips family: Suzanne, Hampton, Michael, and Karly.

The original newspaper clipping announcing Baby Hampton’s arrival.

NEED SOMETHING TO

Mark your calendars and find something to celebrate with your Team and Guests.

celebrate?

OCT

NOV

DEC

International Coffee Day • Convert a tea drinker with a dose of java.National Do Something Nice Day • Start with yourself and then share the warmth with someone else.World Smile Day • Did you know a smile actually changes how you feel?Hilton Global Owners Conference (Dallas, Texas) • Connect, celebrate, and envision with other Owners around the globe. Visit HiltonConference.com for more information.National Dessert Day • Not to be confused with “National Desert Day,” which is much drier.World Food Day • Save food today: More than one-third of all food is lost or wasted.Diwali • Celebrate with sweets and dried fruits for this happy holiday in India and Nepal.World Pasta Day • There are more than 600 pastas out there. Holy tortellini!National Pumpkin Day • Pumpkin comes from the Greek word meaning “large melon.”National Chocolate Day • We wish every day were National Chocolate Day.National Oatmeal Day • Be heart healthy and have an extra bowl.National Candy Corn Day • This bright treat dates back to the late 1800s.Halloween • Jack-o’-lanterns originated in Ireland.

U.S. Daylight Saving Time Ends • Benjamin Franklin proposed a form of daylight saving time in 1784.International Tongue Twister Day • Try this one quickly: "Pad kid poured curd pulled cod."World Kindness Day • Do your best to overlook boundaries, race, and religion today.World Hello Day • Bust out your copy of "Hello Hampton” for another reread.U.S. Thanksgiving • Don’t feel bad about leftovers—the first Thanksgiving was a three-day event!

National Cookie Day • The average American eats almost 20,000 cookies in their lifetime.International Ninja Day • Master Kuji-Kiri and disappear without a trace … or order takeout.National Pastry Day • This is a fun day to bake or eat your favorite pastry.Chanukah Begins • “Chanukah” or “Hanukkah” comes from the Hebrew word “to dedicate.”National Maple Syrup Day • It can take up to 50 gallons of sap to make one gallon of maple syrup!Christmas Day • Candy canes first appeared in 1670 to occupy children during long Christmas services.International Thank-You Note Day • Thank-you notes help cultivate the spirit of gratitude!Bacon Day • Alright, it’s a toss-up between this and Chocolate Day for the staff of "Hello Hampton.”New Year’s Eve • Raise your glass to another year of Hamptonality.

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Warm cookies for a police officer, baked by the team at the Hampton Inn by Hilton in Greenfield, Indiana, provided

some unexpected delight for local law enforcement. Or take the thoughtfulness of Shay Haney at the Hampton by Hilton North Little Rock McCain Mall Arkansas., who prepared a home-cooked meal for a guest who was feeling a little puny. These are just two of the thousands of Acts of Hamptonality, completed from March 20 through June 27.

“The 100 Days of Happiness project built on the momentum we created at the 2016 Happiest Huddle Ever,” says Lynn Cooper, Director of Hampton Brand Hospitality. “After creating Happy Habits through the 21 Day Happiness Challenge in January, the next logical step was a longer, more intentional focus on strengthening our happiness muscles using our Acts of Hamptonality card deck as a guide.” Can happiness be created? Yes, it surely can, one act of personal service at a time.


SPREADING JOYTHE 100 DAYS OF HAPPINESS PROJECT MADE OUR WORLD A

MORE FRIENDLY, AUTHENTIC, CARING, AND THOUGHTFUL PLACE, one personal act at a time.

4,000+ Acts of Hamptonality completed

14 Happy Friday Emails that generated 28,000 views

1,000 new Hamptonality Starts With Me Facebook fans 15 Hampton NOW Articles that generated 150,505 views and 460 comments 8,047 page views from 2,682 users in

www.HamptonalityUnleashed.com

767 #HamptonHappy social media posts by Hotels and Team Members

Merhaba from Hampton by Hilton Instanbul Zeytinburnu, Turkey—Hamptonality is a global phenomenon!

Hamptonality’s British invasion is here in the Hampton by Hilton London Docklands, too.

Have an iPhone®? 1. Open and start a new message. Tap App Store icon 2. Tap the sticker icon 3. Tap Store icon 4. Tap the Search icon 5. Type “Hamptonality Stickers” and press to add some Hampton mojo to your texts!

iMessage

Friendly

Caring

Authentic

Thoughtful

from Hampton by Hilton Xi'an, China. Wait until you see the Hamptonality here!

GET

Documents

HELLO HAMPTON - Amazon S3€¦ · HELLO HAMPTON Hampton Group Text Check out Clifford on p. 20. No wonder they call him Director of First Impressions! You’re right—people are