Institute of     Professional     Education and       Research cmtp Presentation on    Hilton HotelsPresented by:GOVIND DH...
Introduction• STARTED         -1919 , went public in 1946• INDUSTRY        - Hospitality• EXPANSION      - Nationally (nor...
OWNERS           ENTITITES          OF LODGING           INDUSTRY  THEMANAGEM                       BRAND  ENTCOMPANY
Introduction• One of the biggest players in the US lodging  industry.• Need for integrated technology infrastructure  call...
Identification of bestguest through ONQ CRM
CRM         INITIATIVE• Use of technology to maintain a better relationship  with best guest.• Hilton 4 Categories of gues...
Treatment of best guest                   •Recognition                   •Personalization                   •Service Recov...
CHALLENGES FACED- GOING GLOBAL• Access to capital high• Levels of employee turnover• Difficulty to achieve standardisation...
HILTON BRAND –          (The competitive edge)Competitors – 1 . Marriott International                 2 . Intercontinenta...
DILEMMA• The Blackstone acquisition offered the  opportunity to decide whether the customer  really matter initiative was ...
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Cmtp hilton hotel

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Cmtp hilton hotel

  1. 1. Institute of Professional Education and Research cmtp Presentation on Hilton HotelsPresented by:GOVIND DHAKAD
  2. 2. Introduction• STARTED -1919 , went public in 1946• INDUSTRY - Hospitality• EXPANSION - Nationally (north America) & Internationally• DIVERSIFICATION - Casino & vacation ownerships• BRAND - 54 owned properties 462 managed properties 2390 franchised properties
  3. 3. OWNERS ENTITITES OF LODGING INDUSTRY THEMANAGEM BRAND ENTCOMPANY
  4. 4. Introduction• One of the biggest players in the US lodging industry.• Need for integrated technology infrastructure called ONQ.• For excellent services to customers and bring competitive advantage :CRM implemented
  5. 5. Identification of bestguest through ONQ CRM
  6. 6. CRM INITIATIVE• Use of technology to maintain a better relationship with best guest.• Hilton 4 Categories of guest BEST GUEST LOCAL VIPs 4+ FAST REZSatisfaction and Loyalty Tracking (SALT)
  7. 7. Treatment of best guest •Recognition •Personalization •Service Recovery •Customer Analytics
  8. 8. CHALLENGES FACED- GOING GLOBAL• Access to capital high• Levels of employee turnover• Difficulty to achieve standardisation in service delivery operations.
  9. 9. HILTON BRAND – (The competitive edge)Competitors – 1 . Marriott International 2 . Intercontinental Hospitality group 3 . Star wood , Resort worldwide & Global Hyatt corporation.1.Marriott – tradition , size & segment diversification2. IHG - larger in total size but less diversified3. Others - better brand management but lacking in strong presence in all segments.
  10. 10. DILEMMA• The Blackstone acquisition offered the opportunity to decide whether the customer really matter initiative was worth reinvesting in or whether it had been a good program that had run its course?

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