hotel

1. "Customer Really Matter"

2. 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"

3. HILTON PROPERTIES
"Customer Really Matter"

4. BRAND INTRODUCTION
"Customer Really Matter"
• Who Founded?
• When?
• Owned by?
• Where?

5. 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,
Staff Heads

6. Decisions Of Various Level
"Customer Really Matter"
• 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
• How to develop the system
• Allocation of jobs/ incentives
• Making the Duty Roaster
• Documents creation
• Front desk activities
like taking
orders, reservations etc.
• Concierge work

7. 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"

8. Structure Of OnQ
"Customer Really Matter"
• What is OnQ
• Combined with Hhonors Frequent Guest Program
– maintains same database for all brands
• Helps to Identify that RARE UNVALUABLE
CUSTOMER
FRONT
DESK
CONFIRMS
ROOM
As per
PREFERENCE
1221 56534449087 3456

9. 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"

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

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

12. Drawback Of OnQ
"Customer Really Matter"
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

13. Customer Profiles Include
"Customer Really Matter"
• 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.

14. FUTURE OF OnQ
"Customer Really Matter"
• 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 Hilton’s Central Reservation System
• Decision Support System (DSS) –
» OnQ needs more than a delivery system –
Needs Decision Support Tool

15. How will Decision Support
System Help ?
"Customer Really Matter"
DBMS MMS
DATABASE MODEL BASE
DIALOGUE
MANGER
USER

16. PRESENT SCENARIO
"Customer Really Matter"
– 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.

17. "Customer Really Matter"
THANK YOU!!