Memorable experiences begin with a reservation.

Hilton Reservations & Customer Care (HRCC) handles reservations across the entire Hilton Worldwide portfolio. HRCC covers every major continent and language throughout the world. Additionally, enhanced services and reporting capabilities are available through the ResMax™ cluster reservations program, which can make operations even more efficient and profitable for owners and operators who choose to participate.

A Global Network

Male and female executives shaking hands.

Over 3,000 highly skilled and experienced sales and customer service professionals come in contact with 34 million guests annually. With a constant focus on revenue optimization and customer service differentiation, HRCC is an ever more powerful and valuable service to our owners.

Superior Customer Service

Asian female phone operator offering superior customer service.

HRCC understands the needs of both owners and guests. With team members fluent in over 10 languages and specialized geographic 'virtual Hotel Desks,' HRCC is able to effortlessly assist guests for a stay at any one of our hotels. In addition, a dedicated Hilton HHonors™ Desk is available to help support our most loyal guests.

Awards & Honors

Front desk agent assisting a male and female couple.

The HRCC team is consistently recognized as a top selling and customer service focused organization. HRCC was awarded the 2009 Stevie’s Award for Best Customer Service Team and Best Customer Service Complaints Team. In 2010, they won the People’s Choice Stevie’s Award for Favorite Customer Service. The 2011 American Customer Satisfaction Index gave Hilton Worldwide the highest average satisfaction score amongst hotel chains; the third-consecutive year we had the top score in the survey.

A Growing Network of ResMax™ Hotels

Female ringing the desk bell for service.

ResMax™ is an optional program allowing properties to utilize specially trained HRCC staff to handle hotel direct reservation inquiries. The program offers a heightened level of service, providing superior, personalized care to guests as if it's coming from the front desk. Through ResMax™, the hours of operation for your reservations desk are extended without increasing overhead. This allows your front desk to focus on guests and deliver an enhanced experience. It also provides you with complete reporting capabilities for calls, reservations, conversion rates, lost calls, cross-sell, room nights booked, and ADR information—daily and monthly.