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Cmtp hilton hotel
1. Institute of
Professional
Education and
Research
cmtp Presentation on
Hilton Hotels
Presented by:
GOVIND DHAKAD
2. Introduction
• STARTED -1919 , went public in 1946
• INDUSTRY - Hospitality
• EXPANSION - Nationally (north America)
& Internationally
• DIVERSIFICATION - Casino & vacation
ownerships
• BRAND - 54 owned properties
462 managed properties
2390 franchised properties
3. OWNERS
ENTITITES
OF LODGING
INDUSTRY
THE
MANAGEM
BRAND
ENT
COMPANY
4. Introduction
• One of the biggest players in the US lodging
industry.
• Need for integrated technology infrastructure
called ONQ.
• For excellent services to customers and bring
competitive advantage :CRM implemented
6. CRM
INITIATIVE
• Use of technology to maintain a better relationship
with best guest.
• Hilton 4 Categories of guest
BEST
GUEST LOCAL VIPs
4+ FAST REZ
Satisfaction and Loyalty Tracking (SALT)
7. Treatment of best guest
•Recognition
•Personalization
•Service Recovery
•Customer
Analytics
8. CHALLENGES FACED- GOING GLOBAL
• Access to capital high
• Levels of employee turnover
• Difficulty to achieve standardisation in service
delivery operations.
9. HILTON BRAND –
(The competitive edge)
Competitors – 1 . Marriott International
2 . Intercontinental Hospitality group
3 . Star wood , Resort worldwide &
Global Hyatt corporation.
1.Marriott – tradition , size & segment
diversification
2. IHG - larger in total size but less diversified
3. Others - better brand management but lacking
in
strong presence in all segments.
10. DILEMMA
• The Blackstone acquisition offered the
opportunity to decide whether the customer
really matter initiative was worth reinvesting
in or whether it had been a good program that
had run its course?
