With special guest Jeff Diskin from Hilton HHonors
Winner of the 25,000 HHonors Chat Giveaway: stephenhoutx
Randy Petersen
Tonight I'd like to welcome Jeff Diskin, the President of Hilton HHonors Worldwide. It seems like I've known Jeff for as long as I've been doing this points and miles thing. Jeff used to work for United Airlines years ago and has distinguished himself in this business. A few years back I referred to him in a few articles about loyalty programs as one of the "Best and Brightest" around. He was the first guy in the industry to recognize the value of the Internet and online marketing, doing so well before the others - like on CompuServe and Prodigy. He was also a poster boy for Mosaic, when they were around before Netscape, because he was truly into the digital domain. But, let's not hear me talk about him, let's hear what he has to say - WELCOME JEFF.
Jeff Diskin
Thanks Randy! Poster boy? It's true you and I have got almost 2 decades in this frequency program business. Thanks to everyone for turning out tonight to have a chat about HHonors
Randy Petersen
Yeah, we both started as 2-year olds.....so what's the first question tonight?
maver
Here's a question, will the Mileage Plus promo that made my year last year (HHonors points for United Miles Flown) be repeated?
Jeff Diskin
We don't presently have a repeat of that promotion planned. It was popular among some, but we expected to get a lot more participants than we did. But you know us, we're always looking for another way to get points and miles promotions out there.
rcs85551
As a regular DL flyer, I am used to immediate posting of my miles. Is there any chance Hilton will introduce a faster posting of the stays?
Jeff Diskin
Yes, RCS, there is. We are presently converting most of the property systems to one that will enable you to see your account number on the folio, and then get your points quicker. We have about 80% on the new system now -- which should greatly improve accuracy. We still have some bugs to work out with bookings through Travel agents and such...
gsanders
One of the complaints that comes up quite often on the message boards is dramatically inconsistent service quality between telephone representatives. Is this a problem HHonors is familiar with, and if so, are there any plans to improve the situation?
Jeff Diskin
Well, regarding the reps, we are aware that with the huge increases in volume (more than double a year ago) we were behind getting enough agent to handle. So, we have had to expand rapidly, and candidly, service has not been as consistent as we would like. But, we are fully staffed now, and as the reps become more experienced and we can be more selective you should see improvement. Cindy Baker and team have a great reputation for customer service, and I'd like to apologize to everyone for the capacity problems we experienced earlier in the year.
johnfpage
The Point Stretcher chart was changed last year on July 1 so that a 6 night stay at a Premium hotel went from 60,000 to 117,000 points. My first question is why the huge increase and any plans to almost double other redemption levels?
Jeff Diskin
We found that some of the rewards were out of sync with our costs -- so we had to increase some, but at the same time introduced some new ones at lower point prices, as well. I can't promise that over time we won't make changes to some of the rewards, but at present, we don't have a plan to change the point pricing of any of the hotel rewards. And, of course, if we find we do have to make changes, we try to always give at least 6 months notice to still take advantage of the old prices.
Culhndluk
Some of your recent promotions have been phenomenal, but it seems to have diluted the value of being Gold. How do you plan to consistently meet the needs of a larger Elite audience?
Jeff Diskin
I know this is sometimes a delicate issue with members. It is important for us, especially with the addition of the 1,500+ hotels added in the past year and a half, to try to attract new players. >We do sometimes use Silver or Gold VIP offers as a means to get people to convert to our program’ much like any other business might have a special offer from time to time. As for competing for upgrades, it is our job to ensure that your Gold and Diamond VIP stays provide you with positive service experiences at our hotels. And that needs to happen regardless of who else is there. We are working toward enhancement of Elite level benefits, not dilution. The hotels and brands really support the Elite levels of HHonors, and as an organization we are looking for ways to personalize the benefits and experience for our Gold and Diamond VIPs...it won't be the same thing in every place, but you will know we appreciate your business in every place.
Jeff Diskin
Thanks for asking the tough one!
hnechets
My daughter and I are now both frequent flyers/frequent stayers. Any chance that I could get her an upgrade or access to the lounge based on my status? FYI, her company books and pays for her room while she's on assignment. I know it's not in the HHonors rules, but is there a way to do this?
Jeff Diskin
Sigh. At present, there isn't anything that we'd suggest you do. But with all the great promotions we're running maybe she can qualify soon based on her own travel...we will give some thought about ways that might be a part of the program in the future. Thanks, hnechts for staying with us, and the question.
sa_boy
You always seem to be having new promotions to attract people. What are you doing for your diamond members? I have not seen one promotion just for diamond members?
Jeff Diskin
Sa-Boy, that is a good point. We don't often run promotions just for Diamonds, but instead are looking for ways to offer individuals special opportunities to do things with us. And we are trying to attract new people, no question, but, most of our promotions are open to everyone... Like this summer's Double Miles with a twist... Sorry for that commercial break...but get Double Miles with all our partners...and Double Points too if you charge with the Amex card! Sa-Boy, we will give consideration to Diamond exclusives, however, that we can communicate to the elite membership. Thanks for the suggestion.
Art234
How much power does HHonors have to make sure that the individual hotels provide those enhanced benefits? I have heard time and time again how we need to carry the printed benefits guide to prove to a hotel clerk we're entitled to a particular benefit--like the breakfast. In my humble opinion, if the hotel gives points they should be required to provide the benefits. Unfortunately this is not the case.
Jeff Diskin
Art -- we hear some of those issues, too. The "power" to make sure hotels do what they are supposed to, sometimes falls to the hands of a new desk clerk.... This is a key area of focus for us, especially since we believe this is becoming more and more important to members. We have dedicated HHonors Guest Managers in every hotel, and have a team of people that work with hotels exclusively on the delivery of HHonors benefits... We have incorporated HHonors into our training programs, and have regional workshops for recurrent training...and we have started evaluating hotel management on how well they provide HHonors benefits as part of their job performance evaluation... But, we do see, and I hope is true for all of you, that most of the time, most of our hotels deliver, and we definitely follow-up with them if they don't.
Captain Mike
Please let Mr. Diskin know how much we appreciate Adam Burke and the help he gives us!
Jeff Diskin
Thanks Capt Mike for the Adam Burke comment.
cigarman
I know you won't answer this question...BUT, What is the EXACT STATUS of the Park place entertainment properties in VEGAS and RENO...are they Hilton's or NOT?
Jeff Diskin
CIgarman...an area of confusion recently... There was a problem when some of the Park Place Entertainment hotels were renamed without Hilton, which caused some confusion at some of the hotels..... Earning and redeeming HHonors points is currently available at all the Hilton branded casinos, and also at Bally's, Flamingo and Paris casino hotels.... And they are as we speak undertaking a training program to ensure that guest contact staff are better briefed on the program.
Randy Petersen
Jeff, you are doing a great job on the keyboard tonight. On behalf of the FlyerTalk Community, thanks again for your time, but don't let me stop you from answering more questions....
Jeff Diskin
Keep them coming!
hnechets
OK, kind of a "how do you feel about it" question...Are you OK with us updating our profile twice every quarter just to get the 1000 points? I, for one, do not wish to abuse this feature, but I have to confess to feelin' a little bit guilty when I do it.
Jeff Diskin
Well, I honestly hadn't thought about. I think we should have enough dynamic information in there to make it worthwhile to check often. And we are happy to give incentives so that you'll be more inclined to keep your account profile up to date, and get used to managing things that way. It makes us more accurate, enables us to serve you better, and is more efficient... so yes, we are okay if you go change your profile for an extra 1,000 points...and in the next few months, you'll see some additional reasons to provide more profile information, making it more worth your while than just the 1,000 points!
Numbersman
You mentioned earlier that you have an HHonors Guest Manager at every hotel. Does this include the lower end properties, like Hampton Inn?
Jeff Diskin
Well, yes, it does. There is a designated contact for the program -- but in some of those hotels, especially the smaller ones, that HHonors Guest Manager is the general manager... While there is an effective point of contact for you the program member, there is also someone specific and designated that we hold accountable for the hotel delivering on the HHonors promise. Thanks numbersman...
dvcer
I have a question your Hilton site is not a secure site when I am entering my profile information why is that?
Jeff Diskin
Dvcer -- one sec while we confer...it is supposed to be a secure server... But I can't confirm that, at the moment. We'll look into and post on the board. We want to ensure your information is protected, and while I think it is, We will make sure.
GenieFlyer
HH is one of the best programs currently out there. Does HH offer comps for business travellers who have status at other hotel chains? If not, is there any plan to do this?
Jeff Diskin
We don't have a comp plan per se, but the promotions we run to provide fast track into status are targeted right at those who have status with other chains. So, no plan to do this directly, but certainly can inquire about promotions that are available to take advantage of.
Randy Petersen
Hope no one minds if I pop in here for a question. Jeff, wasn't Northwest WorldPerks supposed to be in the Hhonors Reward Exchange program of yours?
Jeff Diskin
They were originally a partner, Randy, but they opted not to continue. Still a partner for earning miles, but no longer a Reward Exchange partner.
Randy Petersen
Figures, I'll beat up on them...
Jeff Diskin
Still more than 12 airlines on which you can convert points to miles and miles to points!
biff
Both of my reservations at the Mexico City Hilton in June (for $0 first night, $130 following nights) were cancelled without my permission. Travelocity says someone USING MY NAME called in cancelled. It had to be the General Manager, since he had all the reservation information. Any comment on this?
Jeff Diskin
Biff, I can't really comment on, but if you give me your information privately, I'll look into it for you.
Jeff Diskin
Any other questions? Anyone interested in email statements?
DoggyDaddy
Jeff, any plans for any "million pointers" at HHonors?
Jeff Diskin
Well, the answer is yes and no. We are going to do something for million pointers, but as a thank you for getting there, not something that we'll publicize as an incentive to do so. If you have a million points Doggy, you'll be hearing from us.
pointsman
Jeff, As a diamond member I was a bit put off that everyone under the sun was given the opportunity to become Gold this Spring. Is HHonors planning on any promotions that reward your most loyal members?
Jeff Diskin
Pointsman, we did target a lot of frequent travelers this spring. We give our Diamonds the best we have to offer, more bonus points, upgrades, res guarantee, etc., and still have lots of new promotions for everyone, including Diamonds.... As I mentioned earlier, though, we will look at something perhaps just for the top members.
Randy Petersen
Jeff - there actually have been plenty of questions about email statements......want to comment on that topic? So far the offerings by airlines and others are incomplete as to being real functional. What might you do different with HHonors?
Jeff Diskin
Thanks Randy...our first e-mail statements are going out this month, for members with activity in May... We'll continue to expand our email communications over the next several months to include more detailed account activity and special offers.... Members will want to ensure their HHonors profile includes an email address, and don't forget the 1,000-point bonus for updating your profile online at www.hiltonhhonors.com.
Jeff Diskin
Thanks Randy.
GenieFlyer
Which programs offer you your biggest/best competition? Do you even think of HH in a competitive sense? Also, have you learned anything from other programs recently that you have applied to HH?
Jeff Diskin
Well, Starwood and Marriott are the two biggest competitors (we do think of them that way), but for different reasons... Marriott has the network and hotel product segmentation to be effective, and a long history in loyalty programs... While Starwood is very interested in achieving top of mind awareness and putting a lot of new ideas in the marketplace... What we have learned recently (not necessarily from them) is that a bigger network and great hotel brands makes for very powerful incentives to consolidate...and that their efforts, along with our own, are making loyalty programs more important than they ever were... The increased focus of which makes servicing our best customers even more important -- in every facet of being a program member -- from reservations to at the hotel to the communications we send and our website...it is a good time to be an HHonors member!
Jeff Diskin
Thanks
Jeff Diskin
While waiting for the next question, we were going to have a drawing to give 25,000 points to one of the participants in our chat tonight...
Dan at WebFlyer
Here's the deal: You must be an HHonors member... Go to: http://www.flyertalk.com/ftcontest/ we'll select a winner at random and notify them via email...
Randy Petersen
Jeff, you've made this hour go by so fast. The comments the staff here are getting is to make sure you come back - real soon. Thanks. Have you got to go catch a pickup basketball game (Jeff and I are still pickup basketball junkies) or can you stay on for a few more minutes?
Jeff Diskin
Happy to stay on...of course if this were yesterday or tomorrow, the Laker game would be beckoning -- tonight it is our frequent travelers!
Randy Petersen
You the man! Thanks.....
spstx
Hilton has acquired Embassy Suites, DoubleTree, Hampton and others. Any plans to acquire other brands?
Jeff Diskin
Hilton International hotels are presently in the final stages of acquiring a group of hotels that are branded Scandic.... Scandic hotels already have a loyalty program, so we'll want to ensure we protect the loyalty of members of that program, too. The hotels are primarily in Europe. No other announced plans exist to acquire hotels. Thanks for the question
DOC 2 BE
Are there any summer World of Savings promos like you had this past year with the HP Jornada, and the Festina watches?
Jeff Diskin
The deal has not yet been completed, scheduled for the next 30 days or so...but it would be safe to say that should it go through, there will ultimately be a way to earn and redeem HHonors points and services at these 150+ hotels.
loomis
Any chance that U.S. Airways will join the Rewards Exchange any time soon?
Jeff Diskin
I don't know loomis. We'd love to have all our airline partners play in the Reward Exchange, but some have reservations. Please feel free to ask them for the opportunity, we'd endorse! Thanks Loomis.
drmcq
Any plans to include Air Canada or Canadian American Express Rewards in the points exchange?
Jeff Diskin
Same as above -- love to have them all. Can say that American Express is working with us in every marketplace, so that may come about sooner. Thanks drmcq!
sggolf
Any ideas of a promotion where X number of stays within a certain amount of time turn into additional free nights like Hyatt and Sheraton?
Jeff Diskin
Maybe...We have done promos like this in the past. Our member polls indicate that people want more points and miles, and I personally didn't think there was as much interest in the Free Friday that Starwood is presently offering, because of the time period it had to be used in...but many members have inquired, so perhaps there is something to it...so no current plans, but we will evaluate again for the future. Thanks Sggolf.
pointsman
Could you think about rewards that let you reserve a suite instead of just a normal room? This is nice for special occasions.
Jeff Diskin
Yes, Pointsman..that is something that we are working on, as part of the systems development I mentioned earlier.... The impediment today is that the inventory is not available in a way to make it available for rewards, but we will have that capability soon. So look for that as a new feature. Thanks again, Pointsman.
dvrich1
any plans to make it easier to look at all the brands when making reservations on the web page?
Jeff Diskin
YES!!!!...
Jeff Diskin
As you may have seen, we have recently upgraded the look and feel of the site, mainly to bring all of the Hilton family of brands onto a single web platform. This will make it easier for members to navigate within the sites of the brands and hotels that participate in HHonors.... Now that we are all on the same platform, we're looking to introduce some new features, such as enhanced searches for special offers and Point Stretcher rewards. There will also be a new reward planning tool and an enhanced online hotel directory, like you are looking for!... Were creating a web users advisory panel to ensure that frequent users of the site have plenty of input into how the site evolves. Members who are using the site are the best source for ways to make it better, so be sure to let us know ways you think we can improve. Thanks Dvrich1.
thezipper
I thoroughly enjoyed my award stay at the Conrad International in Hong Kong, but had quite a different stay at the Hilton Taipei. How often do you re-evaluate the award "levels" for a particular hotel... I thought the point amount for the Hilton Taipei was a bit high, due to the condition of the property.
Jeff Diskin
Well, we look at them annually, specifically to see if any can be reduced (I really don't like increasing levels). I appreciate your feedback, and I'll look into that one specifically. Thanks Zipper.
wharvey
Jeff, what is an acceptable time to wait for points to be posted? Of four stays over the past three weeks, only one has posted. This is getting to be more and more common according to other FT'ers
Jeff Diskin
wharvey -- three weeks is more than acceptable. They should have posted by now. You should see stays posted within five days, given the requirements we have with hotels for sending stays. I hope it is not something that is becoming more common -- we get reports on stay transmission for every hotel and look to ensure that it never gets more than three days out. So I can't explain, but will investigate specifically -- I for one will be as happy as all of you when the stay process is completely automated...a solution we are working toward. Sorry wharvey!
deskcollie2
I am saving all my points to use in retirement. Is this a wise thing to do?
Dan at WebFlyer
Jeff just let me know that his computer is acting up, so he may have to drop out and come back in... hold tight folks...
Jeff Diskin
Am I back? Sorry -- technical difficulties.
Randy Petersen
Wow, I was just about ready to try and play Jeff's role tonight...Looks like we're ready for the next few questions....
Jeff Diskin
What was that last question?
Super Larry
I've had couples of stay at Hilton hotels lately with no upgrades or free continental breakfast, as my Gold level entitles me..is it a matter of poor training of the front desk people?
Jeff Diskin
Well, I can't say for sure -- our industry is known for significant turnover rates in the front desk staff. It shouldn't happen -- I'll contact you after, and please let me know where we can serve you better. Thanks for the opportunity to fix it, Larry. Larry one more add...We have 2,200 hotels, and 400,000 rooms. I 've had to learn we are not going to get it right every time..but we'll try to!
cigarman
Will Hilton ever offer free upgrades to suites like starwood?
Jeff Diskin
Cigarman -- once we have the inventory to suites, we may explore. Initially this will probably be done on a more case by case basis, but the idea is our best customers should get our best rooms. Thanks!
chix
How about a Diamond Welcome amenity @ Hiltons like Marriott & SPG?
Jeff Diskin
Actually, we are evaluating this as an additional option right now -- but also looking at other alternatives that are more personalized. Thanks, chix.
PG
What about deskcollie2's question. Is it wise to save points for retirement or is the risk of devaluation high?
Jeff Diskin
Sorry that was the question we missed... Depends..are you the kind of person that likes to eat dessert first or save it for after the meal? :-) I personally think you should enjoy your earnings throughout your lifetime (nothings guaranteed, right!?), but points don't expire, and the risk of inflation to members is very low. Like I said before, we don't have any plans to raise any of the hotel point prices. Thanks PG, and Deskcollie...we hope to make your retirement travels worth waiting for!
jnexplores
I've enjoyed the VIP Awards in the past and am wondering if there are any plans to add new VIP Award options or additional participating VIP Award hotels for 2002?
Jeff Diskin
Yes, Jnexplores -- look for some new packages, and some new destinations in 2002. Thanks!
Randy Petersen
I think we just ran out of time and Jeff has been one of our most accommodating special guests so far. Thanks for answering all these questions. Your members are obviously quite loyal to HHonors. We hope you'll come back and check your mail - a FlyerTalk t-shirt is on its way. Continued success and we'll all be watching the HHonors program. APPLAUSE! APPLAUSE!! And as a final note from me - I am proud to say that I have over one million points in the HHonors program.
Jeff Diskin
Thanks randy. And thanks to all of you for participating. It's been an enjoyable time, and we look forward to continuing to hear from the Webflyer community, as well as providing you with all the reasons you need to choose the Hilton family of hotels...and Hilton HHonors!
Randy Petersen
Everyone is welcome to stay around and chat among yourselves. I hope you have enjoyed tonight's show and if you haven't already done so, Jeff is giving away 25,000 HHonors points to a lucky participant tonight. Please go now to www.flyertalk.com/ftcontest to enter. Great session.....please open the boards up for everyone...I need to go see what the score of the Stanley Cup playoffs are. Go Avs......