Stay at the Hilton Naples Hotel

Stay at the Hilton Naples Hotel
April 24, 2012
By Alysia Shivers, Freelance Writer, Realtor and Blogger for Around Town With Alysia

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Customer service … what’s that?

In today’s tough economic climate, businesses are consumed with sales and profit, so much so that customer service doesn’t just take a backseat to them but is more likely stuffed in the trunk. Sure, today’s customers demand faster services and bigger, better products, but does that mean consumers have to endure a lack of response, little to no eye contact, or even a grimace in return for a purchase?

Customers still appreciate service delivered with sincerity. To prove this point, Hilton Naples asks every one of its guests how it performed during their stay. What resulted from those responses was the receipt of a coveted award by the Florida hotel … a Hilton Brand of Excellence Award for its performance in 2011.

Only 25 of the more than 540 Hilton hotels in 78 countries were given the award which recognizes outstanding performance in guest loyalty, service, property condition and cleanliness, based solely on the guest satisfaction and quality evaluation scores.

It’s easy to dismiss this, because Hilton Naples is in the business of hospitality. The very nature of its existence is to cater to the customer or risk no one returning. And while that may be true, Hilton’s staff is off-the-charts impressive.

Take for example my most recent stay. Upon my arrival, I was immediately greeted with a smile by the front desk staff. But more than that, the employee took the time to explain all that the AAA Four-Diamond hotel offered from the in-room internet access and the 24-hour business center to the garage parking and the outdoor pool and spa, all of which are complimentary. She even went so far as to ask if she could make reservations for us at the infamous Shula’s Steak House, which is under the hotel’s roof.
After a few minutes settling into our room, whose centerpiece among its immaculate surroundings was a balcony that overlooked the pool and spa, that same employee called to make sure everything was to our liking and to encourage us to call the front desk should we discover we needed anything. Already I was feeling special.

Before strolling over to the nearby Waterside Shops for dinner, a vogue Naples establishment boasting an array of trendy shops and restaurants, we indulged in the hotel’s Executive Lounge, an inviting retreat on the fourth floor that offers complimentary refreshments and hors d’oeuvres every afternoon and evening as well as a continental breakfast every morning.

Although the lounge is promoted as self-serve, a Hilton staff member plays host and that individual was kind enough to get my drink and place it at the table of my choice while I filled my plate with delicious goodies.

The following day we took the opportunity to experience all the hotel had to offer by first taking the Hilton’s shuttle over to the beach, which is just a half mile away. Upon reaching Clam Pass, a popular stretch of Naples sand, the driver provided us with chairs, towels and cold bottled waters that cleverly fit in a small zippered cooler pouch attached to the chairs.

Later in the afternoon, we checked out two of the hotel’s bicycles and explored the area’s side streets. What’s nice about Hilton Naples is its central location offering its guests access to a variety of conveniences and attractions within walking and biking distance. When we returned, the concierge kindly inquired about our route and informed us we had easily gone at least three miles on our trip.

That evening, we had dinner at Shula’s Steak House, a white tablecloth restaurant renowned for its award-winning Shula cut steaks. While the steak, side dishes and dessert were all divine, I was equally, if not more so, impressed by the staff. Their amount of knowledge and impeccable service was remarkable. I even liked the use of the iPad to aid me in selecting from the restaurant’s extensive wine list. In the end, though, I ended up taking the server’s recommendation, which proved to be spot on.

Overall, everyone I encountered during our stay met me with a sincere smile and inquired how I was doing. I particularly appreciated the housekeeping staff not knocking on our door in the early morning and rushing us out hours before the 11 o’clock check out.

Given the attention to detail and the attention paid to the guests, it is no surprise that more visitors are choosing to vacation in Naples and the overwhelming majority are planning to return, according to statistics released by the Naples, Marco Island, Everglades Convention and Visitors Bureau.

Naples Hilton rightly tops the list of places to stay given its outstanding recognition among its family of hotels. You are sure to be treated as more than just a hotel guest, but as a human being worthy of sincere customer service.