The document discusses Hilton hotels, including its vision, mission, objectives, brands, strengths, weaknesses, opportunities, threats, promotion tools, focus on customers, branding, human resource management, guest reviews, and ways to increase growth. It provides an overview of the global Hilton organization, its strategies and performance.

1. ALAA ALHUMAYYNI
WEN LANG
SEBNEM KAVCIN

2. Facts about the Hilton
Industry Analysis (SWOT)
Marketing
Finance
Facility Design
HRM
Conclusion

3. Division of the Hilton
Family into 10 leading
hotel brands
Blackstone
Over 3,600 hotels
across the world, with
130,000 team
members in more than
81 countries
The Hilton Manchester
Deansgate
Facts about
The Hilton

4. Vision
 To provide hospitality that demonstrates warmth and
light
Mission statement
 To become the first choice for leisure and business
travelers, and seen as the market leader for hospitality
services
Objectives
 To establish an alignment of its organisation and
culture,
 To maximize the performance of the entire company,
 To expand and strengthen its commercial services and
brand platforms, and
 To widen the extent of the company's current locations
across the world

5. Sales
America
Europe
Middle East
Asia

6. Properties
Waldorf Astoria Hotels &
Resorts
Doubletree
Conrad Hotels & Resorts
Embassy Suites hotels
Hilton
Hilton Garden Inn
Hampton Hotels
Hilton Grand Vacations
Home Suites by Hilton

7. Strength Weaknesses
• Strong brand image ensures
steady revenue growth
• Wide range of hotel services
Exposure to the premium
market increase the operating
cost of the company
Opportunities Threats
• Expansion plans likely to
boost the top line growth
Strategic agreement with AT&T
• Launch of iPhone and iTouch
applications Growing global
hotels and motels industry
• Intense competition may
lead to pricing pressures
• Terrorist attacks and natural
calamities

9. Hilton’s Promotion Tools
Internet advertising- the most important
promotion tool
Not many mass media used
PR of Hilton---message to public
“We are responsible and an integral part of
the social, cultural and business fabric of
the city of Manchester”
Focus on Family Customers:
Hilton offers a whole host of benefits for you
and your little ones in the UK and Europe

10. Focus on customers
• Owners and shareholders are the people for whom Hilton creates
profits and enhanced property and share values
To serve those constituencies, the value chain links four
components:
• Value drivers (Customer-satisfaction-tracking study overall
satisfaction score from a sample of guests interviewed via
telephone)
• Business strategy
• Processes
• Balanced scorecard

11. Brand Management: This involves promoting and maintaining
consistency in the delivery of services and products expected by
customers
Revenue Maximization: Hilton implements flexible, rational pricing in
response to current levels of demand in individual property markets and
in consideration of the demand elasticity of different customer segments
Operational Effectiveness: The company seeks to achieve the
maximum value and return from its resources through continually
improving existing processes and developing new ones

12. Branding
Best Business Hotel Chain in the UK Business Traveller (Europe)
Best Leisure Hotel Chain British Travel Awards
Number One Hotel Brand in the UK Business Development Research
Consultants (BDRC) Hotel Business Guest Survey
High Efficiency Financial Management:
Continuous-improvement process is applied to each element in value
chain
Performance-reporting tool that combines both financial and
nonfinancial indicators to gauge whether the company's strategy is
working

14.  Philosophy is to “be hospitable”
 Hospitality
 Integrity
 Leadership
 Teamwork
 Ownership
 Now

15.  Aim: “feel the light and warmth of true
hospitality”
 Team members reflect local culture
 A year-long programme for the team
• “effortless perfection”
• “updated with the latest trends and
equip them with new strategies”
• To cultivate the best traits and skills of
each member

16.  The hotel of firsts;
 Television in guest rooms,
 LEED certificate,
 Green Seal certificate,
 The concept of franchising hotels,
 Launched the first airport hotel,
 Multi-hotel reservation system,
 U.S. Coast-to-coast hotel chain.

17.  Aim: ensure that individual guest needs
are met continuously
 The Esprit Club in 2002 (in the UK and Ireland)
FOCUS: Creating a culture of motivation
Achievement within the organisation
AIM: To make work more enjoyable and more rewarding
Key Elements; Recognition, respect, reward

18. HRM;
 is designed to improve
employee performance and
to lead to competitive
advantage
 is fundamental to guest
satisfaction
Strategic objectives of delivering Equilibrium and Esprit;
Definition of the Hilton brand,
How central people and organisation to the business,
Having a balanced score card
Driving business forward

19. 0 20 40 60 80 100 120
Business reviews (113)
Couples reviews (232)
Family reviews (12)
Friends reviews (32)
Solo travel reviews(47)
Terrible(36)
Poor (38)
Average(60)
Very Good(132)
Excellent (163)
75,6 % recommended

20. In order to increase the growth and maximise the number of
customers, Hilton SHOULD;
 more focus on promoting special packages and making offers
on the website, to place the hotel in its proper position among its
competitors,
 hold more commercial activities by using its public relations,
 design flats to attract students,
 HR team should be developed with the right people and
switched on quickly,
 the service facilities should be revised and maintenance should
be provided constantly
 More effective marketing, HRM, and finance will assist in
achieving goals,
 Strategies must be adapted and reviewed for the current market
needs
 Continues monitoring of competitors, consumers and market
must be done in aims to stay competitive

21. THANK YOU
ANY QUESTIONS?