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Presents the findings of research carried out by Hilton International into its customers′ and employees′ attitudes and expectations; describes the company′s subsequent actions. Looks at how employee empowerment and the creation of ′The Hilton Promise′ have lead to significant improvements in service quality. Describes ′The Hilton Club′ ‐ a database of guests′ information and preferences which allows staff to cater to guests′ needs before they even arrive.