Share love.... with music!

We usually say that our department (Reservations) is responsible for the first impression that our guests have of the hotel. To sell the intangible it’s important to create expectations of a memorable stay and make them happen. That’s why we need to hear and understand not only the basic needs of our guests, but also discovering their preferences and wishes.



That’s what happened in April 2010, when an executive of a global corporation called us to spend with us his last weekend in Brasil after living in São Paulo with his family.






After a short chat, I discovered his like for MPB (Brazilian Popular Music). That same weekend, there was going to be a show of Vanessa da Matta in a venue close by. That’s why I offered him our Cultural Package so that he could say goodbye with style from the exclusive Hilton Lounge at the concert hall.


After closing the deal, I found out that he didn’t drink alcohol, and that he was coming with his children. The package includes liquor truffles and a bottle of wine. That’s why I talked to Food & Beverages department to change these items for typical fruits and national sweets.


The Monday after his stay, the guest got in touch with us to thank us for providing that awesome idea for his brazilian farewell. He said that it was an unforgettable moment, that gave the perfect closure to this stage of his life in our country.






by Celise – Help Desk, Hilton São Paulo Morumbi