The document provides information about Hilton Hotels & Resorts, including: 1) Hilton is an international hotel chain founded by Conrad Hilton that includes luxury hotels, resorts, and select service hotels. 2) It discusses the various Hilton brands and locations around the world. 3) It also describes Hilton's loyalty program called Hilton Honors, which allows members to earn points for stays that can be redeemed for free nights.

1. WELCOME

2. Acknowledgement
I am thankful to my FRANKFINN institute and
for giving such assignment for the purpose to
learn hospitality for our future development and
career. My sincere gratitude towards our faculty
Mr. Arun Karumbaya for giving us such a
wonderful opportunity and guidance.

4. INTRODUCTION
• Hilton Hotels & Resorts(formerly
known as Hilton Hotels) is an
international hotel chain which
includes many luxury hotels and
resorts as well as select service
hotels. 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. Hilton Hotels became the
first coast-to-coast hotel chain of the
United States in 1943. As of 2010,
there are now over 530 Hilton
branded hotels across the world in 78
countries across six continents.

5. Branches
• AFRICA | ASIA : China | Japan | South & Southeast Asia |
AUSTRALASIA | CANADA | EASTERN EUROPE: Bulgaria, Croatia,
Czech Republic, Hungary, Poland, Romania, Russia | Turkey |
LATIN AMERICA & CARIBBEAN : Caribbean | Central America |
Mexico | South America | MEDITERRANEAN: Western
Mediterranean | Eastern Mediterranean | MIDDLE EAST: Egypt |
Saudi Arabia | United Arab Emirates & Dubai | SCANDIVANIA |
UNITED STATES: Atlanta | Boston | Chicago | Dallas | Hawaii |
Houston | Los Angeles | Miami & Ft. Lauderdale | Minneapolis &
St. Paul | New Orleans | New York | Orange County & Long Beach
| Orlando | Philadelphia | Phoenix | San Diego | San Francisco |
Seattle | Tampa & St. Petersburg | Washington D.C. | WESTERN
EUROPE: Austria | Benelux | France | Germany | Ireland | Italy |
London | Paris | Scotland | Spain & Portugal | United Kingdom

6. HILTON HOTEL BRANDS
Loyalty program
Luxury
Full service
Focused service
Time share

7. HOTEL INDUSTRY
• Chain brands supplied reservation services, field
sales operations and loyalty program
administration.
• Less standardization of operations.
• Chains managed one another's brands.

8. About Housekeeping
• Housekeeping is the act of cleaning the rooms
and furnishings of a home. It is one of the many
chores included in the term housework.
Housecleaning includes activities such as
disposing of rubbish, cleaning dirty surfaces,
dusting and vacuuming. It may also involve some
outdoor chores, such as removing leaves from
rain gutters, washing windows and sweeping
doormats. The term is often used also figuratively
in politics and business, for the removal of
unwanted personnel, methods or policies in an
effort at reform or improvement .

10. Areas and Sections of work
Rooms .
Public Area.
Rest rooms.
Linen .
Uniform .
Laundry.
Horticulture.
Valet service.
Housekeeping Desk area.

11. Rooms
Guest Rooms
• Each time a guest checks out of a hotel room, it must be
stripped and thoroughly cleaned to prepare for the arrival of the
next guest. All bed and bathroom linens must be removed and
laundered. In-house laundry services will also fall under the role
of the housekeeping department, though many hotels outsource
this job. The guest bathroom must be scoured and sanitized,
while towels and amenities are replenished. Guest rooms must
be dusted and vacuumed. The housekeeping department should
also check appliances in the room such as hair dryers,
telephones, alarm clocks and refrigerators. Failures should be
relayed to the front desk or the maintenance department.
Housekeeping should also alert the front desk when bed linens,
curtains, carpeting or other room furnishings are stained or
otherwise in need of replacement.

13. Public Area
• The housekeeping department is also responsible for the
appearance of public areas. Lobbies, restrooms,
ballrooms, gyms and other rooms utilized by guests need
to be cleaned on a regular basis, sometimes daily. Rugs
and carpeting must be kept vacuumed, and should be
cleaned with a commercial shampooer as needed. Floors
are mopped and waxed, while windows are kept clean
and streak-free. In addition to cleaning, the housekeeping
department will also re-organize public areas such as
putting furniture back in its proper place, straightening
and plumping decorative pillows, retrieving dishes and
glasses left in hallways and piling magazines and
brochures that are displayed for guest use.

15. Rest Rooms
• Rest rooms means where guest can take rest
for some time.
• Rest rooms are rooms which are situated in
the hotel.
• These rooms which guest can use with his
choice.
• Rest rooms are very important part of hotel.
• After all money comes from rest rooms also.

17. Linen Room
• Linen rooms means the all the laundered cloths
kept in this room.
• These rooms are mainly used by housekeeping
department.
• Laundry cloths, and all the linen like table
clothes,all types of clothes kept in this room.
• Also the staffs clothes kept in this room.
• This room is very very important in good five star
Hotel.

19. Uniform Room
• Uniform Rooms means the staffs clothes
kept in this room .
• These all clothes well pressed and ironed
very good.
• These rooms are also very very important in
good five star hotel.

21. Laundry
• The housekeeping department is also responsible
cleaning and maintaining linen such as bedding, bath
towels, tablecloths and napkins used within the
facilities.
• Staff member generally launder each piece of soiled
linen with detergent in washing and drying
machines. Linen is then ironed and stored for later
use. In some business and residences, maids make
beds, placing clean sheets, pillowcases and blankets
on them as well as setting tables by placing table
cloths on them at meal times.

23. Horticulture
• Horticulture means in front of the hotel the
horticulturist makes the flowers designing .
• This is most attractive by the guest.
• This the main part of attractiveness in the hotel.
• The guest can buy the flowers from gardeners ,also
the bootees.
• Horticulture has toi developed by the good five
star hotel.
• This also the main source of revenue for good five
star hotel.

25. Valet Service
• Valet Service means the parking of all guest
vehicles.
• Valet parking is a parking service offered by
some restaurants, stores, and other businesses,
particularly in North America. In contrast to
"self-parking", where customers find a parking
space on their own, customers' vehicles are
parked for them by a person called a valet. This
service either requires a fee to be paid by the
customer or is offered free of charge by the
establishment .

27. Housekeeping Desk Area
The H.K. control desk is the central nerve centre of the housekeeping department. This is
the area in the dept. where all information is received and from where messages are
transmitted to housekeeping staff and other staff present in various parts of the hotel.
Thus, the control desk may be considered the nerve centre for to and fro communication
in the housekeeping dept.
Main functions of the control desk is:-
i)Ensuring smooth co-ordination between housekeeping and other dept.such as
maintenance, front office, food and beverage, security, sales and marketing and so on.
ii)The control desk receives messages from in-house guests over the telephone and
transmits it to the floor staff.
iii)In most hotels, this is the area where housekeeping employees report for work; collect
the respective keys, sign for them; read the log book; get their briefing; and at the end of
their shift, report back.
iv) Maintaining various important records, registers, forms and formats so that they are
available and easily accessible for reference to managers

28. Registers maintained are:-
• Log book ,
• Maintenance work order forms
• Housekeeping call register
• Guest loan item register,
• Lost and found register,
• Occupancy report
• Room status report/Housekeepers report
• Room transfer report/room change report
• Special cleaning register
• VIP in-house list,
• VIP arrival list.
• Key control register

30. Revenue
o Accommodation in hotels tend to be the largest part
of the hotel it is the most revenue generating
department ,the housekeeping department taken
can of all rooms is often largest department in
hotels.
o Hotel offer loundry ,dry cleaning,facilities many
hotel offer suits to the guest.
o Hotel offer guest the choice of specially restaurant
,cofee shop,the bar also sells liguors which generate
the revenue of the hotel.
o Revenue can be generated from conferencing ,
meeting ,seminar etc.
o End of the day revenue is main part of Hotel.

31. Layout of a room

32. What do you learn from the
housekeeping department?
• I learnt from the housekeeping department that the
department is very important in the hotel industry.
• Because the housekeeping department is the only
department who has access every department.
• Also the cleaning procedure of housekeeping department.
• Housekeeping department is the heart of the hotel.
• Because of Housekeeping department the revenue of hotel is
totally dependant.
• Also I learnt the more terms regading housekeeping.
• This all I learnt from this department.

33. CONSUMERS
• Only 41% of consumers use hotels over night.
Three segments of customers:
• Business segments
• Convention segments
• Leisure segments

34. COMPETITION
Four global brands dominated business class Hotel
markets.
 Starwood
 Hyatt
 Hilton
 Marriot

35. MARKETING THE HILTON BRAND
• Hilton hotels were controlled by unrelated corporations.
 Hilton Hotels Corporation(HHC)
 Hilton International Corporation(HIC)
• Reunified in 1997
• Bollenbach appointed as president and CEO of Hilton.
• Focus on Brand development.
• Varying product has been a limiting factor.
• Challenge to maintain customer expectation.
• The revenues reached $158 per night per guest.
• Occupancy exceeded break even.
• Fixed costs at about 68% occupancy and 80% at higher occupancy level.

36. HILTON HHONORS PROGRAM
• Hilton HHonors worldwide - not as a profit center but as a
service.
• Required to measure the effectiveness through set of
metrics.
• Membership was provided free of cost.
• Members earned points during their stay at HHC or HIC
hotels.
• When earned enough points stay at the hotel is redeemed.

37. Four tiers of membership
 Blue
 Silver
 Gold
 Diamond

38. BLUE
• In 1998 4.5 cents per dollar was collected from the members
for every stay.
• HSW credited 10 points per eligible dollar of folio.
• Guests earned mileage in partner airline frequent flyer
programs.
• Members earned points by renting a car, using the Hilton
credit card from American express.
• Buying products from FTD florist and Mrs. field's cookies.
• Besides free stays they had priority of reservations
telephone numbers.

39. SILVER
• Members awarded silver VIP status if stayed for more
than four times in a year
• Benefits are:
• Earned 15% bonus on base points
• Received a 5000 points bonus after 7 stays in a quarter.
• 10000 point discount when they claimed a reward
costing 100000 points.

40. GOLD
• Members awarded Gold VIP status if stayed for more
than 16 times in a year,
• Benefits are 25% bonus on base points
• Received a 5000 points bonus after 7 stays in a quarter.
• 20000 point discount when they claimed a reward
costing 100000 points.
• Certificated for the best room in the hotel after every 5th
stay.

41. DIAMOND
• No benefits were promised.
• Acquired more bang, more affinity, more vesting
from customers if you do something un expected.

43. RATIONALES FOR THE PROGRAM
1) Revenue and yield management
• Appoint a revenue manager to oversee day to day decisions.
• Yield management models were probabilistic algorithms that
helped managers set reservation policy.
• Variable pricing – rate charged on size and fittings as well as
day of booking, length of stay and customer characteristics.
• Walking cost depends on
1. Customers future life time value
2. Function of their willingness to pay past loyalty.

44. Collaborating with partners
• HHW partnered with
• 25 airlines
• 3 car rental firms
• Other firms

45. WORKING WITH FRANCHISEE
• HSW a strong factor to persuade hotel
owners to become Hilton franchisees.
• Franchisee – smaller hotels.
• Depended on “Road warrior’ business.

46. RELATION WITH THE GUESTS
• This program let the most valuable guests to
be recognized on-property.
• After visit calling.
• Feedback groups in addition with focus
groups
• Maintenance of guest profile

47. HELPING TRAVEL MANAGERS GAIN COMPLIANCE
• Proportion of Hilton business came from contract with
large corporate clients.
• Responsibilities of travel manager.
• Negotiate a rate by promising volume of stays.
• Objective is to use the program as a tool that can help
travel manager with compliance to their overall travel
policy.

48. MEMBERS ATTITUDE
• HHW made use of conjoint analysis to measure what
members wanted from HHP.
• Important features of the hotel programs were
 Room upgrades and airline miles.
 Free hotel stays and variety of on property profit benefits
and services.
 Diskin recognized from the study that
o To attract game players
o To improve the stay experience for members

49. STARWOODS ANNOUNCEMENT
• The wall street journal of feb2,1999 announced the birth of
Starwood preferred guest program
• It included more than 550 participating properties worldwide
• Four features were
 No blackout dates
 No capacity control
 Paperless reward
 Hotel reimbursements

50. DISKINS DILEMMA
• Do we have to compete point from point?
• Do we have to take different positioning?
• Do we have to hold on to loyal members and
differentiate honors from starwood and other
competitors?

51. Future Plans
• We’re continuing
to expand our
offerings across
the globe. We’re
pleased to share
both our newest
properties as well
as those opening
soon.