Name: Nancy Deck
Title: Vice President, Multi-Brand and Loyalty Marketing, Hilton Worldwide
Company, city: Hilton Worldwide; McLean, Va.
Number of employees: 130,000-plus
Recent projects: In 2012 we revamped HHonors with Points & Money options, Premium Room and Room Upgrade choices. We also launched the HHonors Global Shopping Mall, which lets members redeem points for experiences and gifts, and the HHonors Shop-to-Earn Mall, where members earn Bonus Points through online purchases.
First job: In high school I worked in a traditional toy store where every purchase was gift-wrapped and I had the chance to test toys. Even then, client service was central to my approach.
Little-known fact about you: Travel is both my profession and my passion. One of my favorite travel experiences was wine tasting in Mendoza, Argentina.
Nancy Deck’s Business
Essential business philosophy: Our company’s vision is to spread the light and warmth of hospitality, and that ethos guides our daily decisions and actions.
Best way to keep a competitive edge: Actively listen to guests and members and put their needs first at every opportunity.
Yardstick of success: Delivering outstanding travel experiences for guests and HHonors members. We measure success through guest surveys and behavioral indicators such as repeat stays.
Nancy Deck as a Traveler
Most important item when traveling: My iPad, loaded with books, apps and destination information.
How I spend time on board: I split time between work, reading, crossword puzzles and, on long flights, movies.
Favorite restaurant: I enjoy exploring new restaurants and don’t have a single favorite.
Favorite destination: Italy ranks high for me — a perfect blend of food, art, fashion, architecture, shopping and people-watching.
About Hilton Worldwide
What travelers can expect from HHonors and Hilton Worldwide: Our portfolio ranges from iconic luxury properties like Waldorf Astoria to innovative focused-service brands such as Home2 Suites. We offer tools like Request Upon Arrival through our mobile apps so guests can make service requests before they arrive. Hilton HHonors is unique in allowing guests to earn both hotel points and airline miles for the same stay, and members can redeem points with no blackout dates or capacity controls on standard rooms.
What makes Hilton properties unique: With more than 3,900 hotels across 90 countries and 10 brands, Hilton has an option for virtually every traveler and occasion. Decades of experience as a hospitality pioneer give us deep insight into guest needs and help us refine our services. Recent HHonors enhancements, driven by guest feedback, give members more flexible redemption choices for available rooms worldwide.
Biggest challenges in the current marketplace: The reduction in business travel during the economic downturn was a major industry challenge. Looking ahead, a longer-term challenge is balancing local market customization with a consistent global experience as we expand internationally. Delivering consistently excellent stays while adapting to local languages, cultures and expectations is essential to reflect the needs of diverse travelers and markets.