Super Bowl Host Highlight

What the Hilton Garden Inn Atlanta Downtown is planning for the 2019 Super Bowl


Hunter Mickelson


October 4, 2019

It's fall—the season of school, sweaters, and sweet pumpkin spice lattes. But for many Americans (this author included), fall marks an even more important event: the return of football. Since Kipsu's hometown—Minneapolis—hosted the 2018 Super Bowl, we've taken a special interest in the nation's biggest sporting event and the customer partners who play a role in pulling off the annual event.

The Hilton Minneapolis, a flagship Hilton and the largest hotel in the upper midwest, played a significant role in hosting the 2018 Super Bowl. Just a brief walk from US Bank Stadium, the hotel's lobby hosted ESPN broadcasts and the official NFL store. The recently renovated hotel, utilized Kipsu to reduce traffic to the front desk, since the lobby had so much NFL activity. Several Hilton Minneapolis team members mentioned the excitement they found when realizing they were texting with NFL players who were visiting family at the hotel!

Hilton Minneapolis, with 821 rooms, is the largest hotel in the 5 state area.

The Hilton Garden Inn Atlanta Downtown is just a five minute drive from the Mercedes Benz Stadium, home to 2019's Super Bowl. We spoke with Ivy Mpofu, General Manager, about her experience. Ivy's team hosted families of New England Patriots players—no small task! Between family members and a bustling security presence, this property hit maximum capacity. Last February, the Patriots weren't the only ones in town feeling pressured: Ivy recalls expectations for her team being at an all-time high. As can be expected with a stellar property like Ivy's, the team hosted the Super Bowl families excellently and delivered Hilton's famous "All 10s" service.

Of course, Ivy's team uses Kipsu to build relationships with their guests. Every guest gets a bag of Sour Patch Kids candy at check in with a note reading "If you run into any sour patches during your stay, text us," with their Kipsu number. This playful and creative callout of their service line makes sure guests know how to reach out if their stay could be made better.

Additionally, during the check in process, front desk agents don't bother guests by listing an exhaustive list of amenities, where they're located, and details. Rather, they ask guests "May we send you a text with our hotel's amenities and dining information?" This clever implementation gives real value to welcome messages from the front desk!

To schedule a demo and find ways for Kipsu to up level your property's guest experience, reach out here!

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