Hospitality + Service


Created by Hilton Worldwide, Points of Light and Taproot Foundation, Hospitality + Service is designed to help organizations serve their clients better by improving communication and connections with clients, creating warm and welcoming environments and effectively managing challenging situations.

Hospitality + Service equips staff and volunteers to make hospitality part of their organization’s culture. The program also includes a first-of-its kind toolkit for leaders of nonprofit organizations.

Hospitality + Service Curriculum

For decades, Hilton Worldwide has been providing extensive training and development programs to its Team Members to ensure Hilton properties deliver exceptional service to their guests around the world. Now the global hospitality company has taken that expertise and created the Hospitality + Service curriculum.

Nonprofit leaders preview Hospitality + Service.

This tailored training program leverages Hilton Worldwide's internal training methods to infuse hospitality into the daily practices of nonprofit and social sector organizations to develop a strong culture of hospitality over time.

The seven modules are based on the S.E.R.V.E. principles of hospitality: Sincere, Empathetic, Respectful, Visible and Engaging Everyone Every time.

Each of the seven modules includes three key elements: a Trainer Guide, a PowerPoint presentation to guide the lesson and complementary handouts for participants. The curriculum is customizable and can be delivered as a one-day training; as short, stand-alone workshops; or as lessons integrated into existing staff or volunteer trainings.

Hospitality by Design, Toolkit for Leaders

Hospitality + Service’s leadership toolkit, Hospitality by Design, uses Hilton Worldwide’s approach to hospitality. This first-of-its-kind toolkit will guide nonprofit leaders in building hospitality into their organizational culture from the ground up, helping them deliver more to their clients, strengthen their teams and build their reputation and impact in the community.

Hospitality by Design includes best practices, exercises and templates that can help nonprofit leaders make noticeable improvements within their organizations. Specifically, nonprofit leaders will learn how to:

  • Build hospitality into their organizational culture
  • Strengthen their understanding of the clients they serve
  • Develop and manage a hospitality-focused team
  • Design a client-friendly space that fosters positive interactions
  • Collect and measure client feedback to improve service and enhance the positive impact their organizations can have

Leaders may apply lessons from the entire toolkit, or focus only on the sections that are most relevant to the needs of their organizations. Click here to visit the Hospitality + Service and Hospitality by Design download page.

At the heart of this program is our desire to leverage our expertise as a global hospitality leader to strengthen the communities where our Team Members live, work and travel.

        – Jennifer Silberman, Hilton Worldwide

About the Partners

About Hilton Worldwide
Hilton Worldwide is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 94 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company’s portfolio of ten world-class global brands is comprised of more than 4,000 managed, franchised, owned and leased hotels and timeshare properties, with nearly 672,000 rooms in 90 countries and territories, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors®.

About Points of Light
Points of Light – the world’s largest organization dedicated to volunteer service – mobilizes millions of people to take action that is changing the world. Through affiliates in 250 cities and partnerships with thousands of nonprofits and corporations, Points of Light engages 4 million volunteers in 30 million hours of service each year. We bring the power of people to bear where it’s needed most. For more information, go to

About Taproot Foundation
Since 2001, Taproot Foundation has proven that pro bono service is a viable and reliable tool for strengthening nonprofit organizations. Today, Taproot continues to lead nationally by acting locally, and seeks to build a pro bono marketplace that, like philanthropy, is large, accessible, professional and transparent. By taking lessons learned from our award-winning Service Grant Program and applying them to our innovative new program areas, we work to stimulate the supply of pro bono resources through our corporate Advisory Services practice, as well as demand for these services by giving nonprofits the tools and training that sets them up for successful pro bono engagements. Our work has evolved to include thought leadership and international field-building, convening global leaders in the social sector to guide the design and direction of the pro bono movement while focusing on infusing a pro bono ethic into business professions, professional schools, companies and nonprofits in communities across the country and around the world.