Abstract
This article is a compilation of excerpts from the manuscript “Inside View of Hilton Hotels” by Robert F. Quain, and recounts stories from his experiences on the management team at the Stevens Hotel, in Chicago. From graft to accolades and from U.S. presidents to Russian dignitaries, Quain illustrates some of the lessons he learned and the challenges he overcame, including dealing with unions, subduing a crime syndicate, eliminating front-office corruption, easing racial tensions, improving purchasing systems, and applying an early form of yield management.
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