In preparing to host the 2002 Super Bowl, along with other international events such as the National Automobile Dealer's Association and Mardi Gras, the Executive Committee last February undertook an innovative management
approach to the year. Not only would the property play host to high profile events and celebrations, it was also undergoing an extensive $35 million repositioning. The Committee therefore, wanted to make sure that its staff was
functioning at its highest level as well as exceeding its customers' expectations.

The group divided into four teams to establish goals relating to critical performance areas of the hotel. The teams worked with the entire Riverside management staff as part of a grass roots effort to identify measurable objectives including improvements in customer service, employee loyalty and market share.

The entire team stayed true to its objectives even after the September 11th disaster by following the 'managing for recovery' plan developed by Hilton Corporate's president and chief executive officer, Stephen F. Bollenbach. 

Realizing that declining market conditions offered an opportunity to claim valuable market share, the Riverside refused to sacrifice service through layoffs during the weeks and months following the attacks. Instead, they focused on energizing the staff with intensive and comprehensive communications such as daily pre shift meetings with employees and monthly 'Spirit of Pride' award luncheons.  The property also committed itself to continue with annual employee traditions in order to emphasize consistency among team members. 

As a result of their team efforts, the Riverside is enjoying a decrease in employee turnover, an increase in customer loyalty and a gain in market share for 2001.

• Figures from human resources show that the Riverside's annual employee turnover rate decreased by 6% in 2001.
• Guest comment card loyalty index moved 9.7%  from 77.8% in December, 2000 to 87.5% in December, 2001.
• According to Smith Travel Research¹s Star Report, its competitive hotels RevPar index share increased 5.1% in 2001 over 2000.

Located on the picturesque banks of the Mississippi River, the 1,600-room Hilton New Orleans Riverside offers every convenience to business and vacation travelers. It is adjacent to the Ernest N. Morial Convention Center, and within walking distance of the Central Business District. The historic French Quarter and Garden District are just minutes away. The hotel boasts 38 meeting rooms, a palatial Grand Ballroom, a Business Center, and an Exhibition Center.

Hilton Riverside 2 Poydras Street New Orleans, Louisiana

Other amenities include the Rivercenter Racquet and Health Club, two heated swimming pools, and a variety of shops and restaurants.