*”Brighthearted” indicates HGI’s Brighthearted hospitality service model that is expressed through our brand.
Alan Roberts | Brand Leader, Hilton Garden Inn
Hilton Garden Inn is proud to be part of the incredible collection of Hilton brands.
HILTON’S VISION
To fill the earth with the light and warmth of hospitality by delivering exceptional experiences–every hotel, every guest, every time.
HILTON’S VALUES
Hospitality
We’re passionate about delivering exceptional guest experiences.
Integrity
We do the right thing, all the time.
Leadership
We’re leaders in our industry and in our communities.
Teamwork
We’re team players in everything we do.
Ownership
We’re the owners of our actions and decisions.
Now
We operate with a sense of urgency and discipline.
To understand HGI, it’s helpful to know:
OUR BRAND POSITIONING STATEMENT
Hilton Garden Inn is the sensibly positive hotel brand whose elevated and approachable atmosphere creates a familiar place, letting guests feel both relaxed and confident.
OUR CORE BRAND BELIEF
We believe positive experiences can be as down to earth as they are uplifting.
OUR BRAND PERSONALITY
We are the brand of the Brighthearted .
Why we exist
What keeps us honest
How we behave
Born from a desire to bring a more approachable version to upscale, focused service hospitality, Hilton Garden Inn made its debut in 1996. Since then, as the Hilton enterprise continues to expand around the world, Hilton Garden Inn is often the first brand introduced into each new global market. Today Hilton Garden Inn is recognized as a go-to global brand among business travelers. Our stylish design, uplifting atmosphere and signature Brighthearted Hospitality service model have rated HGI at the top of the upscale, focused service hospitality segment in guest satisfaction for 13+ years running.
HGI’s history and timeline
1996
First Hilton Garden Inn celebrates its first location (Lancaster, PA)
1998
First HGI outside the U.S. opens its doors (Ciudad Juárez)
2001
HGI opens 100th location (Orlando SeaWorld)
2006
First HGI outside of North America opens its doors (Stuttgart, Germany)
2010
HGI opens its 500th location (Charlotte, North Carolina)
2013
First HGI in China opens its doors
2015
First HGI in UAE opens its doors (Riyadh, Saudi Arabia)
2022
2023
1,000th HGI location opens its doors
HGI named J.D. Power’s #1 upscale brand (our 15th win!)
2018
2016
HGI officially celebrates hotels in all 50 states
HGI introduces Brighthearted Hospitality service model
At Hilton Garden Inn, we understand the importance of not only attracting guests, but inspiring them to return.
We do this by delivering a friendly and reliable stay experience to every guest, and we ensure a friendly and reliable experience by Making it Right for our guests, before, during and after every stay.
Our Brand Promise
Our goal is to make your stay better and brighter. If something isn’t just the way you like it, simply let any hotel Team Member know, and we will make it right. Guaranteed.
We bring this promise to life before, during and after every stay by going out of our way to smile, serve, brighten and learn. And when things go wrong? We make it right.
We create an exceptional stay experience through our three brand pillars:
Stylishly approachable design
HGI’s light, bright and airy design is carefully balanced to create a familiar, positive vibe from the moment you walk through the door.
Our social spaces are a visual and energetic focal point, encouraging guests to linger and enjoy. And our ample guestrooms offer enough space to both retreat and recharge, combining form with function to provide comfort while also enabling productivity.
Blending functionality with comfort
The lobby—As the first and last stop for guests on any stay occasion, the Hilton Garden Inn lobby is designed to be bright, sophisticated, adaptable and inviting.
Front desk—Approachable and accessible, our front desk creates a casual and comfortable point of entry, allowing Team Members to greet each guest with a smile and a genuine willingness to serve.
Restaurant and bar —HGI sets itself apart in the Focused Service category with our full-service restaurant and bar—an integral part of the lobby design.
The Shop —Located right next to reception for ease of operations, The Shop’s open concept and inviting design offers guests 24/7 access to snacks, sundries and local delights.
Guestrooms—Each HGI guestroom is a thoughtful design of productivity and relaxation, equipped with generous workspaces, ample charging options and upscale comforts, such as single-serve coffee makers and in-room refrigerators, to support the routines of our guests.
Well-crafted experiences
From the very first hello, every guest interaction is delivered in a purposefully tailored way. We set the tone for a well-crafted stay with unexpected amenities and our elevated food and beverage experience, featuring carefully curated menus, hand-crafted beverages and service that feels both thoughtful and familiar.
Where made-to-order breakfast meets effortless evening dining
Every HGI is home to a full-service restaurant, where guests can choose from a thoughtfully curated selection of dine-in and graband-go breakfast offerings each morning. From homestyle classics to healthy favorites, HGI breakfast has something for everyone.
In the evening, guests only have to travel as far as the restaurant and bar to enjoy dinner entrees and signature cocktails crafted from the freshest locally sourced ingredients. With small and large plates expertly designed to satisfy, we offer both familiar favorites and fresh local flavors.
Take a look at the breakfast menu for your location’s restaurant. What menu item(s) might you recommend for the business traveler on the go? How about for leisure guests?
Brighthearted hospitality service model
AT THE CORE OF HILTON GARDEN INN IS OUR BRIGHTHEARTED PERSONALITY, EXPRESSED THROUGH OUR FOUR BRAND PILLARS.
HGI’s Brighthearted brand pillars
Our team’s commitment to learning and service excellence ensures that each guest’s experience is brightened, reflecting our dedication to making every stay memorable.
Learn more about what Brighthearted means here:
I smile I serve
I Brighten I learn A Brighthearted service model is all about vibrant, heartfelt positivity that personally touches guests and inspires Team Members.
Bringing Brighthearted Hospitality to life
One of the easiest, and most natural, ways to deliver Brighthearted hospitality is simply by asking guests to tell us about their stay. A simple “How is your stay?” posed to guests passing through the lobby, enjoying a drink at the bar, picking up takeout from the restaurant or calling the front desk to request information can go a long way toward helping our guests feel valued and genuinely cared for.
We also deliver exceptional guest service by leaning on our four Brighthearted hospitality brand pillars:
I smile I serve I Brighten I learn Read on for practical examples to help you bring each Brighthearted pillar to life.
“I smile” in action
Ideas to consider when implementing “I smile” at your property:
DO:
• Smile warmly
• Make eye contact
• Wave, nod or make friendly gestures
• Extend a friendly and sincere greeting
DON’T:
• Frown or forget to smile
• Avoid eye contact with guests
• Make abrupt or dismissive gestures
• Refrain from speaking to guests in passing
Learn more about “I smile” here:
“An example of “I smile” brought to life: “Recently, we hosted a singer who was very famous in the ‘80s and ‘90s. At check-in, he was warmly welcomed by one of our front desk Team Members. Toward the end of their encounter, the singer burst into song and performed, a cappella, a fragment of one of his most popular numbers, and several guests and Team Members witnessed this special moment. Later I asked the Team Member what she’d said to elicit this response from the singer, and she replied, ‘I told him he was still as handsome and elegant as ever.’”
– Domingo Esquivel, GM, HGI Tuxtla Gutierrez
“I smile” in my role: Every Team Member is sure to cross paths with guests on a regular basis, regardless of your role—and HGI’s bright, uplifting atmosphere is designed to elicit smiles. Think about your position, your hotel’s features and the ways you might interact with guests. Then, think of three specific actions you can take to demonstrate “I smile” service in your role. Make these actions a regular part of your Brighthearted routine!
“I serve”in action
“I serve” in my role: One easy way we can serve guests is by sharing recommendations for area restaurants, attractions and local favorites in The Shop. Think of three nearby places where you enjoy eating—including unique selling points for each—and keep these suggestions in your back pocket so you’re ready to serve up some great local dining recommendations. Be sure to highlight your favorite on-property menu items as well!
Learn more about “I serve” here:
An example of “I serve” brought to life: “Me and my team try to take our smiles and kind gestures beyond the hotel and show hospitality to people in need. Our team works closely with an association that fights school dropout, and we also pay regular visits to children at the Oncology Institute in Bucharest, offering small gifts and trying to brighten their day.”
– Irina Semaca, GM, HGI Bucharest Old Town
Ideas to consider when implementing “I serve” at your property:
DO:
• Lend a helping hand when needed
• Anticipate (and act on!) needs and questions before they arise
• Go the extra mile to ensure a great stay
• Recommend favorite local attractions
DON’T:
• Refuse to offer help when it’s needed
• Miss opportunities to make proactive suggestions or provide helpful insights
• Do the bare minimum your role requires
• Draw a blank when guests come to you for recommendations in the area
“I brighten” in action
An example of “I brighten” brought to life: “We had a police officer stay with us while she was working a job fair at the university. The next morning, our front desk team member noticed the cruiser had a flat tire, and alerted our maintenance tech. Without hesitation, he went out and changed the tire on the cruiser. Later that day, the guest emailed me to express her sincere gratitude, not only for our Team Member’s help, but also for his kindness and professionalism.”
– Angela Kellar, GM, HGI Indiana at IUP
Ideas to consider when implementing
“I brighten” at
your property:
DO:
• Pay someone a sincere compliment
• Recognize and celebrate special moments or occasions in a guest’s life
• Deliver unexpected delights and cheer
• Make it Right—before, during and after every stay
DON’T:
• Communicate coldly or unkindly
• Ignore special occasions or pass on a chance to make a memorable moment
• Deliver the bare minimum in service
• Avoid opportunities to improve upon a guest’s stay experience
Learn more about “I brighten” here:
“I brighten” in my role: Whether you serve in a guest-facing role or a back-of-house position, we all have opportunities to help brighten a guest’s stay—from the way we warmly greet guests during arrival and check-in to the thoughtful touches we deliver behind the scenes. Think of three specific actions you can take to demonstrate “I Brighten” service in your role, and make these actions a regular part of your Brighthearted routine!
“I learn”in action
“I learn” in my role: Every shift and every guest stay is a fresh opportunity to learn something new— both about new and exciting offerings in The Shop, restaurant and bar, and about the many guests who regularly choose to stay at HGI! Think about the nature of your job and the learning opportunities presented in your role. How can you bring “I learn” to life in your position?
Learn more about “I learn” here:
An example of “I learn” brought to life:
“We’ve been open a bit more than a year now, and my team knows our regular guests perfectly. They can, without asking anything in advance, prepare for these guests’ arrivals according to their habits and what they like.”
– Stéphanie LE VU, GM, HGI Le Havre Centre
Ideas to consider when implementing “I learn” at your property:
DO:
• Give a guest your undivided attention
• Get to know your guests by actively engaging with them throughout a stay
• Remember repeat (regular) guests, and make note of their preferences
• Ask questions to learn a guest’s needs
DON’T:
• Multitask while speaking with a guest and/or offer partial attention
• Avoid opportunities to engage guests
• Greet/treat regular guests as though each stay is their first visit to your hotel
• Make assumptions about guest needs
HGI Guest Journey Map
Our Brand Promise:
“Our goal is to make your stay better and brighter. If something isn’t just the way you like it, simply let any hotel Team Member know, and we will make it right. Guaranteed.”
Welcome
Greet your guest with Brighthearted hospitality. Introduce yourself, share F&B and housekeeping info and ask them to let you know if they need anything.
This is how I smile, learn and brighten.
Here are some ways you can fulfill this promise:
Prior to Arrival
Identify guests who are not Hilton Honors Members, and make a goal to sign up a new Member.
This is how I learn and serve.
First Impression
Make sure that the lobby and common areas are clutter-free, smell fresh and are in great condition.
This is how I brighten and serve.
Shuttle Service
Ensure the shuttle vehicle is clean and the radio volume and station are guest appropriate. This is how I serve.
Snack Session
Check the Market and make sure that it is well-stocked and neatly arranged. This is how I brighten.
Room Arrival
Follow approved cleaning protocols, handle maintenance opportunities and make sure rooms are guest-ready.
This is how I serve.
Lasting Impression
Guests leave with a positive impression and book their next stay directly with Hilton. This is how I serve and brighten.
Clean Routine
Confirm that the bathroom is clean and everything is in working order.
This is how I serve.
Check-Out
Ask guests for feedback, share digital check-out options and encourage them to visit again. This is how I learn and brighten.
Wellness
Stock towels, clean
Fitness Center machines and ensure the pool area is well-maintained.
This is how I serve.
Local Expert
Breakfast
Promote any current breakfast specials, and ensure that the breakfast area is clean, inviting and well-stocked.
This is how I serve.
In addition to being knowledgeable about the hotel restaurant’s dining options and specials, also become an expert on unique local restaurants and attractions, give directions and make your guests feel at home.
This is how I learn, serve and brighten.
Why?
To fill the earth with the light and warmth of hospitality
What? We Make it Right before, during and after every stay
How? Through Brighthearted hospitality and our Customer Promise initiatives
Franchise Disclaimer: Program material is provided by Hilton for informational purposes only, with the understanding that Hilton is, by the provision of these materials, not engaged in the rendering of legal or other professional advice or service. The information contained herein is based upon sources believed to be accurate and reliable; and we have exercised reasonable care to assure the accuracy of the information. However, Hilton makes no representation or warranty as to such accuracy. These materials are made available to franchisees as a resource only. As a franchisee, you retain ultimate control over the policies and procedures that you choose to implement at your hotel regarding the subjects and issues addressed in these materials, including setting your terms of sale. By providing these materials, Hilton does not intend to exercise any direction, oversight or control over your policies, and procedures, or your terms of sale. For all the above reasons, you should consult your own attorney or other appropriate professional for advice concerning compliance with any legal requirement.
