Scribd Logo
Upload

Welcome to Scribd!

  • 221 views

    Hilton Case

    Uploaded by

    Tri Sulistyo Oktorizky
    Hilton began as a small hotel in Texas in 1919 and grew to become one of the largest hotel chains worldwide through acquisitions and expanding its brand portfolio. To maintain consistent high quality service across its diverse brands and locations, Hilton developed an integrated IT system called OnQ. OnQ supported operations at every Hilton property and enabled rapid expansion. Hilton also implemented a customer relationship management system to gather customer data, measure satisfaction, and enhance the guest experience through personalized service. These strategies helped Hilton compete globally and ensure uniform service delivery under its various brands.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Hilton Case

    Uploaded by

    Tri Sulistyo Oktorizky
    221 views2 pages
    Hilton began as a small hotel in Texas in 1919 and grew to become one of the largest hotel chains worldwide through acquisitions and expanding its brand portfolio. To maintain consistent high quality service across its diverse brands and locations, Hilton developed an integrated IT system called OnQ. OnQ supported operations at every Hilton property and enabled rapid expansion. Hilton also implemented a customer relationship management system to gather customer data, measure satisfaction, and enhance the guest experience through personalized service. These strategies helped Hilton compete globally and ensure uniform service delivery under its various brands.

    Original Description:

    summary about hilton case

    Original Title

    hilton case

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Hilton began as a small hotel in Texas in 1919 and grew to become one of the largest hotel chains worldwide through acquisitions and expanding its brand portfolio. To maintain consistent high quality service across its diverse brands and locations, Hilton developed an integrated IT system called OnQ. OnQ supported operations at every Hilton property and enabled rapid expansion. Hilton also implemented a customer relationship management system to gather customer data, measure satisfaction, and enhance the guest experience through personalized service. These strategies helped Hilton compete globally and ensure uniform service delivery under its various brands.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    221 views2 pages

    Hilton Case

    Uploaded by

    Tri Sulistyo Oktorizky
    Hilton began as a small hotel in Texas in 1919 and grew to become one of the largest hotel chains worldwide through acquisitions and expanding its brand portfolio. To maintain consistent high quality service across its diverse brands and locations, Hilton developed an integrated IT system called OnQ. OnQ supported operations at every Hilton property and enabled rapid expansion. Hilton also implemented a customer relationship management system to gather customer data, measure satisfaction, and enhance the guest experience through personalized service. These strategies helped Hilton compete globally and ensure uniform service delivery under its various brands.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    You are on page 1of 2

    BACKGROUND

    Hilton was perhaps the most internationally recognizable name in the lodging
    industry. The milestone of Hilton Hotels :
    1919

    : The firm began its operations with the Mobley Hotel in Cisco, Texas
    under the guiding leadership of Conrad Hilton.

    1946

    : The company went public under the name Hiton Hotels Corporation

    1964

    : The company spinning off the international unit

    2000

    : Acquisition of Promus Hotel Corporation

    2005

    : Hilton Hotels bought back Hilton International

    2006

    : Hilton announce the opening of the 1000 hotel in North America since
    the acquisition of Promus

    MAIN ISSUE
    1. How Hilton could compete in the highly competitive global lodging business
    and could improve their services delivery and consistency accros the family of
    Hilton brand all over the world?
    DISSCUSSION
    IT infrastructure is a competitive advantage for Hilton. Hilton hotels
    Corporation made a comprehensive, integrated infrastructure known as OnQ. OnQ
    embodied both the one stop shopping nature of an integrated solution and a readiness
    to serve costomers on cue. It was an ambititious custom built enterprise system
    designed to support the property-level operations of each hotel in the Hilton family,
    regardless of size and segment.
    OnQ was a critical component of Hiltons aggressive expansion strategy,
    enabling the firm to open more hotels, at a quicker pace,and with more consistency of
    delivery than otherwise possible. Hilton felt that oursourcing was not a viable option
    because they think the most outstanding services could be reach if all technology
    components need to work flawlessly together.
    Upon becoming a diversified brand management company, Hilton focused on
    enchancing the value of its portfolio and ensuring consistency of delivery of each
    brands promise. For Hilton, Customer Really Matter (CRM) is a way to use
    technology to give power for the company to solidify relationships with our best
    customers. CRM made all of the information can integrated and easily available.

    Customer analytics was the less visible component of the CRM strategy, but a critical
    one, as it ensured that Hilton could measure results and quickly act when needed.
    The satisfaction and loyalty tracking (SALT) survey was the key component of
    the CRM initiative and it was an important component of Hiltons measurement
    system. Management carefully monitored the ratings a property received on overall
    experience, ability to recommend, and willingness to return.
    Competitve Advantage of Hilton is they have a lot of pieces that work well
    together. Since they are the only company that has the same technology platform and
    distribution footprint throughout all the brands, they can leverage their strengths
    consistently across the entire systems. They believes that unless they do something
    consistently across a lot of our hotels and there is sufficient repetition and
    reinforcement, it does not matter that you have superstar hotels, thats the brand
    promise.
    Hilton had not been the first to make its foray into deep personalization of
    guest experiences. The Ritz Carlton had pioneered in the luxury egment and
    Wyndham International had introduced to the upper upscale segment. But Hilton had
    been the first major multibrand operator to roll out a strong, integrated customer
    relationship management effort that was tightly integrated with its frequent guest
    program and was delivered chain wide.
    SOLLUTION
    Hilton want to satisfy the customers with the consistency service all over the
    world. They used CRM effectively, maximize the potential of OnQ, and execute it
    consistently and flawlessly across the network. The company also can use the social
    customer relationship management that used the sosial media as a platform for the
    future. They can inform the customer anything and interact directly with the customer
    all over the worlds.

    You might also like