Hilton PPT
Content
A presentation on IT /e-Business with customer in mind
About Hilton
• Hilton Hotels & Resorts (formerly known as Hilton Hotels) is an international chain of full service hotels and resorts, it is the flagship brand of Hilton Worldwide. It was founded by Conrad Hilton and is now owned by Hilton Worldwide • Hilton hotels are either owned by, managed by, or franchised to independent operators by Hilton Worldwide
Objectives
VISION - To fill the earth with the light and warmth of hospitality MISSION - To be the preeminent global hospitality company - the first choice of guests, team members, and owners alike • Applied IT systems/ e-business concepts to the current tourism and hospitality market situation in order to build sustainable competitive advantage • Robert Webb, Premier 100 IT Leaders for 2012, Computerworld Magazine
Use of IT /e-Business
• Information Technology as a connection between vision and world-class technology • From core reservation and property management systems to high-speed Internet, data security, and in-room entertainment • Ensured that their guests have a better experience • Have been able to generate increased revenues
So how have they Innovatively used Information Technology and what are its competitive advantages?
OnQ Hilton
• In May of 2003 Hilton Hotel Corporation announced the results of an IT program, in the works since the 1990’s. This was a $50 million proprietary technology which would link all hotels, in all brands of this multi-national hospitality corporation. Hilton calls this package OnQ • OnQ™ is the Hilton Family of Hotels' proprietary technology platform that integrates multiple capabilities onto one system to support hotel reservations & sales, guest service, operations and business intelligence-gathering activities
Continued..
• OnQ integrates all the back office operations, as well as providing the front desk with the guest’s customer profile • The guest profile includes recent stays and reports of any problems the customer reported • OnQ™ provides guest information to team members on demand - prompting them to act "on cue" to guest preferences and service recovery alerts - delighting customers and helping create a bond of loyalty to the Hilton Family of Hotels • Hilton is committed to use of IT, employing an IT department of over 500 people, spending about $132 million annually
Functioning of OnQ
Advantages of OnQ for Hilton
• In a two year period, spending by its “mostvalued guests” grew by from 40% to 61% • Increased use of online account management, by customers, has reduced the number call centers from six to four • In 2004, the 20 largest hotels – out of over 2000 - had $4 million annual savings due to improved operating efficiencies • In addition to these quantifiable results, there are the more qualitative measures of increased guest satisfaction and loyalty
How CRM works
IPOD notecasts to Mobile phones reservations
Possible problems
Data Management
OutsourcedLack of control
Confidentiality
Cost of training
Lack of coordination
Solutions
• Proper back up of data • Effective training to handle data
• Regular interaction with the outsourced team • Efficient security systems to ensure confidentiality
Aligning IT with Business Objectives
We're passionate about delivering exceptional guest experiences
Plan
Model
Enables IT staff to deliver promise level of service
Manage
identifies resources needed to deliver IT services at committed service levels
Measure
Verify commitments and improve operations
Lessons learnt
• Large Geographic spread
• Increased customer expectations
• Key tool for tracking and maintaining business operations
Accelerating technology innovation that’s aligned to the business objectives
Thank You
About Hilton
• Hilton Hotels & Resorts (formerly known as Hilton Hotels) is an international chain of full service hotels and resorts, it is the flagship brand of Hilton Worldwide. It was founded by Conrad Hilton and is now owned by Hilton Worldwide • Hilton hotels are either owned by, managed by, or franchised to independent operators by Hilton Worldwide
Objectives
VISION - To fill the earth with the light and warmth of hospitality MISSION - To be the preeminent global hospitality company - the first choice of guests, team members, and owners alike • Applied IT systems/ e-business concepts to the current tourism and hospitality market situation in order to build sustainable competitive advantage • Robert Webb, Premier 100 IT Leaders for 2012, Computerworld Magazine
Use of IT /e-Business
• Information Technology as a connection between vision and world-class technology • From core reservation and property management systems to high-speed Internet, data security, and in-room entertainment • Ensured that their guests have a better experience • Have been able to generate increased revenues
So how have they Innovatively used Information Technology and what are its competitive advantages?
OnQ Hilton
• In May of 2003 Hilton Hotel Corporation announced the results of an IT program, in the works since the 1990’s. This was a $50 million proprietary technology which would link all hotels, in all brands of this multi-national hospitality corporation. Hilton calls this package OnQ • OnQ™ is the Hilton Family of Hotels' proprietary technology platform that integrates multiple capabilities onto one system to support hotel reservations & sales, guest service, operations and business intelligence-gathering activities
Continued..
• OnQ integrates all the back office operations, as well as providing the front desk with the guest’s customer profile • The guest profile includes recent stays and reports of any problems the customer reported • OnQ™ provides guest information to team members on demand - prompting them to act "on cue" to guest preferences and service recovery alerts - delighting customers and helping create a bond of loyalty to the Hilton Family of Hotels • Hilton is committed to use of IT, employing an IT department of over 500 people, spending about $132 million annually
Functioning of OnQ
Advantages of OnQ for Hilton
• In a two year period, spending by its “mostvalued guests” grew by from 40% to 61% • Increased use of online account management, by customers, has reduced the number call centers from six to four • In 2004, the 20 largest hotels – out of over 2000 - had $4 million annual savings due to improved operating efficiencies • In addition to these quantifiable results, there are the more qualitative measures of increased guest satisfaction and loyalty
How CRM works
IPOD notecasts to Mobile phones reservations
Possible problems
Data Management
OutsourcedLack of control
Confidentiality
Cost of training
Lack of coordination
Solutions
• Proper back up of data • Effective training to handle data
• Regular interaction with the outsourced team • Efficient security systems to ensure confidentiality
Aligning IT with Business Objectives
We're passionate about delivering exceptional guest experiences
Plan
Model
Enables IT staff to deliver promise level of service
Manage
identifies resources needed to deliver IT services at committed service levels
Measure
Verify commitments and improve operations
Lessons learnt
• Large Geographic spread
• Increased customer expectations
• Key tool for tracking and maintaining business operations
Accelerating technology innovation that’s aligned to the business objectives
Thank You
