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Excellence isn't just a goal at the Hilton University of Houston; it’s a deliberate practice.
We are thrilled to announce that the Hilton University of Houston team, led by General Manager Rick Galyean, has achieved a rare "double victory" for their performance in 2025. The hotel has been honored with two of the most prestigious distinctions in the Hilton portfolio:
- The Annual Make It Right Award: This award honors hotels with outstanding performance across key Stay Experience
metrics—including Service Quality, Honors Appreciation, Problem Resolution, and Overall
Cleanliness. It reflects a team that takes true ownership of every guest's stay.
- The Award of Excellence: This elite distinction recognizes hotels performing at the highest level across the entire Hilton portfolio. Celebrating teams that demonstrate consistent operational excellence and a deep commitment to the Customer Promise, it is the highest honor just behind the legendary Connie Award.
A Culture Driven by Heart
What sets this team apart? According to Galyean, it all starts with a culture where every interaction is viewed as an opportunity to create a lasting memory.
"Guests may forget the details of their stay, but they will never forget how we made them feel," says Galyean.
This philosophy was put into action when a Team Member named Rosalba noticed a guest’s preference for a specific shampoo brand not carried by the hotel. Rather than apologizing for the lack of stock, Rosalba went to a local store to purchase the brand personally. It’s this level of "inspirational service" that defines the Houston experience.
Going the Extra Mile: Notable Moments in Service
The team’s commitment to "attentiveness and ownership" is best illustrated through
their proactive approach to guest celebrations and challenges:
- The Anniversary Surprise: When a couple arrived to celebrate their anniversary, the front desk team proactively
upgraded their room and arranged a celebratory amenity of champagne and dessert. However,
the true excellence occurred later that evening. After the husband mentioned to a
restaurant manager that he does not drink alcohol, the manager—without being prompted—arranged
for a second personalized amenity to be delivered the following day with a non-alcoholic
beverage. This transition from a standard gesture to a deeply personalized one made
the couple feel truly seen.
- Integrity in Action: During a busy weekend, a guest traveling in a wheelchair was mistakenly assigned a room configured for hearing accessibility rather than mobility needs. Realizing the room didn't meet their physical requirements, the guest chose to check out early. Upon learning of the error, a front desk Team Member took immediate ownership. Without waiting for managerial approval, she authorized a complete refund of the guest’s Hilton Honors points and removed all dinner and parking charges. She turned a significant service failure into a powerful example of integrity.
Empowering the Next Generation
The hotel serves a unique role as a training ground, with approximately 70% of the staff comprised of hospitality students from the Conrad N. Hilton College of Global Hospitality Leadership. Starting in Housekeeping, these future leaders learn that cleanliness is the foundation of guest trust. By treating "Overall Cleanliness" as a matter of discipline, the team ensures that standards are never compromised.
Innovation in Recognition and Technology
The awards also highlight the team’s mastery of the Hilton Honors experience:
- Engaging Enrollments: The team turns sign-ups into a celebration. New members spin a prize wheel to win
immediate rewards like bonus points, snacks, or breakfast, making the enrollment process
a highlight of their arrival.
- Tech-Driven Service: The hotel uses the Kipsu messaging platform across all departments. By collaborating in real-time, the team avoids "handoffs." For instance, Housekeeping uses Kipsu to message guests with "Do Not Disturb" signs to confirm if they need service, preventing the frustration of returning to an unserviced room.
Advice for the Field
When asked what advice he has for other teams looking to reach this level of excellence, Galyean kept it simple:
- Build a deliberate culture where excellence is expected and shared.
- Make empowerment real so Team Members feel trusted to act in the guest's best interest.
- Prioritize shared accountability across every department.
Congratulations once again to Rick Galyean and the entire Hilton University of Houston team for these incredible achievements!