Case Study: Hilton achieves global English proficiency and productivity gains with Pearson English Business Solutions (One)

Hilton - Customer Case Study

Hilton International, with hotels in more than 70 countries and a largely English-speaking, high-expectation customer base, needed a global way to raise employees’ business English skills so staff and managers could consistently deliver the brand’s promise of exceptional service. Declaring English its official language, Hilton aimed to standardize communication, develop local talent, and improve operational consistency worldwide.

Hilton selected Pearson English Business Solutions’ One, an online, personalized English-training program, and rolled it out globally. In under a year 92% of learners said they applied what they learned on the job; 71% saved more than an hour per week thanks to improved English. Reported gains included better ability to respond to requests (81%), take business phone calls (78%), participate in meetings (77%) and attend conferences or training (65%), with managers noting improvements in customer service, negotiations, emails and telephone interactions.

Hilton

John Guthrie

Head of International Management Development