Editorial Board   Guest Author

Mr. Willingham

Don Willingham

Vice President, Brand Performance & Sales Support, Hilton Garden Inn

As vice president of brand performance support and sales, Don Willingham oversees the upscale, yet affordable, brand's regional brand performance support (BPS) team in operations and sales and marketing support. Additionally, Mr. Willingham provides direction to other shared service departments within Hilton Worldwide regarding the direction of Hilton Garden Inn. This includes product quality and innovation, as well as customer relationship management and training, operational support, brand sales and distribution, and the new brand openings teams. His overarching goal is for his team to provide the guidance, training, tools and resources for all hotels and ownership groups. A 20-plus year veteran of the hospitality industry, Mr. Willingham has served in a wide array of capacities, ranging from brand sales support to training and operations. He has a long-time tenure with Hilton Worldwide and played different integral roles in regional operations and development training for the Hampton, Embassy Suites, Homewood Suites and Doubletree brands. Most recently, Mr. Willingham was the senior director, brand sales for Homewood Suites and Home2 Suites by Hilton. Since 2000, Mr. Willingham work with the Homewood Suites brand serving as a regional brand performance support director overseeing more than 30 hotels, as well as facilitating the brand’s extended stay sales training. He moved into the senior director, brand sales role in 2003 and was vital in the launch of the Home2 Suites by Hilton brand, as well as the creation of and leadership behind the Homewood Suites sales strategies and programs. Mr. Willingham graduated from the University of Tennessee in Knoxville with a bachelor of science in Business Administration and a major in marketing. After graduating college, he worked for several hotels in the Atlanta area and went on to become the general manager at two Atlanta Hampton Inn hotels. He joined Promus Hotels as a training manager, where he was responsible for sales, pre-opening, and leadership development training

Mr. Willingham can be contacted at 703-883-1000 or don.willingham@hilton.com

Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.