Mary Annette P.

Bihag BSHM -3A

Maria Theresa A. Villamor

BSHM -3A

PRELIM PROJECT - 65970 - Supply Chain

Management Case Study

An international chain of full-service hotels and resorts, the Hilton Hotel, is the
subject of this case study. Major sites and significant city centers are available for both
business and leisure tourism. They offer luxury leisure services to their customers and
draw them in by providing high-quality services. Hilton branded hotels can be found in 78
countries on six major continents. Furthermore, this study makes it evident how providing
exceptional service affects a company's brand loyalty. It has been determined that the
hospitality sector is one of the fastest-growing industries, and businesses are attempting
to adopt a number of tactics to enable them to offer their clients high-quality services.
Owing to these concerns, the majority of hospitality businesses are taking actions
towards the customer's expectations. It has been determined that the hospitality sector is
one of the fastest-growing industries, and businesses are attempting to adopt a number
of tactics to enable them to offer their clients high-quality services. Owing to these
circumstances, the majority of hospitality businesses are taking various actions, such as
providing consistent and trustworthy services and being attentive to the needs of the
clientele. These are the main elements that must be taken into account and aid in
drawing a sizable customer base.

To evaluate and contrast the results, it is crucial to conduct research across many
Hilton branches. That is the most efficient method for building their knowledge base,
especially when it comes to the relatively new idea of providing quality services. Second,
this subject has been researched from both theoretical and practical perspectives.
Businesses may enhance their positions in this cutthroat climate if they are aware of the
common mistakes that could occur and take steps to avoid them. Customers today are
looking for and expecting value for their money from businesses. Also, it is crucial for
businesses to use a variety of quality controls in order to keep customers loyal to their
brand and draw in new ones . The company's primary strategy to uphold excellence in
customer service and enhance the stay of guests at Hilton hotels served as the strongest
foundation for the introduction of the Customer Really Matter campaign. The major
objective of the CRM program is to forge stronger, tighter bonds with customers and
ensure their brand loyalty. The promise was presented in order to accomplish this. By
prioritizing the guest's recognition at the reservation center, Hilton was able to
personalize the check-in experience for the customer, which also greatly increased the
efficiency of the front desk staff and the hotel phone operators by cutting down on the
time spent entering the guests' information into the system .

It is crucial for and offers a wealth of information in the areas of high-quality services
as well as organization brand loyalty. The "the people" component of Hilton's information
system, which also has an impact on the organizational structure, is one of the least
strong and underdeveloped parts of the system. It is crucial to examine and address the
problem of personnel turnover. Hilton should thoroughly teach the hotel staff when
implementing a new technology to ensure that the second order change is "Informate,"
which will enhance front desk performance. The operational software, along with the Best
Guests arrival report, must be user-friendly and in simple formats to enable hotel front
desk staff to deliver more individualized customer service.