HILTON HOTELS

Presented by
M.MOHAMED SADIK BATCHA
Introduction
 Hilton Hotels is an international chain of full-
service hotels and resorts.
 Founded by Conrad Hilton and now owned by
the Hilton Worldwide.
 Conrad Hilton bought his first hotel in 1919
in Cisco, Texas.
 With more than 3,400 hotels in 79 countries.
BRANDS
 Waldorf Astoria

 Conrad

 Hilton

 Doubletree

 Embassy Suites
CONTD…
 Hilton Garden Inn

 Hampton Inn & Suites

 Homewood Suites by Hilton

 Home2 Suites by Hilton

MIS in HILTON
 Invested $50 million in customer relationship management
(CRM) information system that has been integrated to cover
22 million guests.
 CRM system, called OnQ
 Support hotel reservations & sales, guest service, operations

and business intelligence-gathering activities.

 Hilton spends about $132 million a year—about 2 percent of

revenue—on IT.
 540-person IT staff work in Hilton.
 Present its deep customer histories clearly enough that

employees can use to improve turn-over.

 Custom components include a property-management system,

the CRM application, and a hotel owner-reporting module.

CRM
 As the industry regains momentum, Hilton is
opening an estimated 275 hotels by the end of
2005.
 OnQ is the IT centerpiece of a 2-year old Hilton
CRM strategy, officially known as “Customers
really matter”.
 The strategy is pinned on the idea that
employees with a clearer idea of who customers
are and what their past Hilton experiences have
been can engineer constant improvement.
WORKING & BENEFITS OF THE ONQ
 Each customer profile includes a variety of
information.
 Customer information can be used to match

people to their profiles.

 Guests quickly get to their rooms.
 Employees with a clearer idea of who

customers are and what their past Hilton

experiences have been can engineer constant
improvement.
DRAWBACKS & DEVELOPMENTS
REQUIRED
 Needs to do more
 Hitting a hotel staff than delivering
information.
with so much
 Needs to be a
information creates
decision-support
problem.
tool.
 It prevents
 Customer complaints
employees from should be recorded
interacting with by the system and
guests and making possible solution be
judgments. provided.
Is it possible to have too much
information about a
customer?
 Memory capacity crossed to Terra bytes(TB)
from Giga bytes(GB). So any amount of data
could be stored.
 To avoid too much of dump data getting

stored, we can store details of customers who

visits more than once to Hilton.
 Details of customers who placed an complaint

can be stored.
THANK YOU