"Customer Really

Matter"

PRESENTED BY

Prateek Jain:-14BSP2033
Binoy Anthony:-14BSP2294
Ghai Bhupenderpal Singh:-14BSP1889
Amar Raza:-14BSP2070
Vibhav Khandelwal:-14BSP2205
Shraboni Nag:-14BSP1399
Gurpreet Singh Aarora:-14BSP1895
"Customer Really Matter"

HILTON PROPERTIES

"Customer Really Matter"

BRAND INTRODUCTION

Who Founded?
When?
Owned by?
Where?

"Customer Really
Matter"

DECISSION LEVELS AT
HILTON
Chairman, MD,
CEO, CFO, CIO,
CMO, Presidents,
VPs
General Manager,
Hotel Manager, RDM
(Rooms Division
Manager)
Managers,
Assistant
Managers, Floor
Managers
Supervisors,
Front Desk
Executives,

Decisions Of Various Level

Long term decisions

Whether to expand the business
Whether to install new system
Human resource planning
How to utilize the budget
Cost, sales, profitability analysis
Setting up incentives

"Customer Really Matter"

How to develop the

system
Allocation of jobs/
incentives
Making the Duty Roaster
Documents
Front desk
creation
activities like
taking
orders, reservations
etc.

OnQ
Introduced in the year 2002
Part of the CRM Strategy Customer
Really Matter
$50 Million Largest Technology
Investment for Hilton Worldwide
(Born out of the idea Employees with a
clearer idea of who customers are and
what their past Hilton experience have
been, can engineer Constant Improvement)
"Customer Really
Matter"

Structure Of OnQ
What is OnQ
Combined with Hhonors Frequent Guest Program
maintains same database for all brands
FRONT
DESK

CONFIRM
S ROOM
As per
PREFERE
NCE
1221 56534449087 3456

Helps to Identify that RARE UNVALUABLE

CUSTOMER
"Customer Really Matter"

Why do we need OnQ?

Better Customer Service
Gives Employees a clearer idea of the
Customers
Facilitates in Critical Recoveries
Availability of Customer History
Helps in paying Extra Attention to VIPs
Match Customer Reservations to their
Tastes and Preferences
"Customer Really Matter"

OnQ Database
4 TB (Terabyte) of Customer Profile
Information
Managed by Informix Database (IBM)
Integrated with a Pegasus Solutions
Central Reservations System
New market Internationals Delphi
sales-force automation tool
Modified Legacy RevenueManagement System
PeopleSoft Financial and HR
Applications
E-commerce site Hilton.com
"Customer Really Matter"

Benefits of OnQ
Customer Service
Customer Loyalty
Value
Service Time
Cost
Revenue Generation
Knowledge Retention
"Customer Really Matter"

Drawback Of OnQ
1.Present deep customer history
2.Difficult to update and keep a
track on
preference of
individual customer
3. Information about customer
experience would become obsolete
with time
4. Customer preference may change
at any point of time
5.Huge cost involve to satisfy the
specific needs of customers
"Customer Really Matter"

Customer Profiles Include

Credit Card Data
Stay Histories
Frequent Flier Miles
Room Preferences

Information used by this system helps front

desk to access of 180million records and get
the answer instantly.
"Customer Really Matter"

FUTURE OF OnQ
Scope for OnQ:
Letting customers manage their HHonors A/C
online
Expand Profile Preferences beyond rooms
Additional Services (Golf, Spa, Theatre
packages, Concert Tickets)

Develop Web-based Connections

Let Corporate Travel Dept. directly book rooms
from Hiltons Central Reservation System

Decision Support System (DSS)

OnQ needs more than a delivery system
Needs Decision Support Tool
"Customer Really Matter"

How will Decision Support

System Help ?
MODEL
BASE

DATABAS
E

DBMS

MMS

DIALOGUE
MANGER
USER
"Customer Really Matter"

PRESENT SCENARIO
Additional investments to Enhance OnQ and User Interface
4,155 Hotels and 6,86,790 Rooms
3 out of 40 Million HHonors members added in 2011.
HHonors Points can be used for:
Upgrades
Purchase of Premium Rooms or in combination with
money.
Hilton Garden Inn launched BizWords App for iPhone / iPad.
"Customer Really Matter"

THANK
YOU!!
"Customer

Really Matter"