Hilton

MGSC 6201 Hilton Hotel Case I. Business Context / Key Business Drivers Hilton Hotels is unriv each(prenominal)ed of the largest populate companies in the world today. The friendship: * Operates in 91 dissimilar countries with 11 different brands * Encompasses 3,897 hotels with over 642,000 rooms * Is the thirty-eighth largest private confederation in the US. Today, the companys advantage and growth is by and large attributed by the practice of franchising. Since Hilton Hotels is single of the most identifiable name calling in the hospitality industry (Due to a strong paper of excellent dead reckoning gain), finding franchisees to volunteer capital has neer been a problem. understandably this evident since in 2007 about 81% (2390/2906) of the hotels were franchised. With these capital orderments from franchisees, Hilton squeeze out support its growth and sustain its business. To remark and attract franchises, Hilton essential continue to prov ide higher returns for its franchisees. To get crosswise this problem, the company looks toward Customer Relationship Management processes (CRM) in orderliness to emend guest service spoken language and consistency across all brands of the company. II. Initiative Objectives / Benefits The major objectives of the OnQ CRM initiative were: * To ensure salient(ip) guest service was consistent amongst all the various brands worldwide.

* To improve service delivery by using comprehensive costume designer profiles to provide better service prior to arrival, during the stay, and after departure. * To entertain and solidify the relation! ships with their best clients. * To measure their results through customer analytics. Hilton Hotels pass brain to receive several benefits from the CRM initiative: * Hilton hoped to maintain and grow their customer base. * Hilton hoped to reduce cost while generating more revenues for their franchisees. * Hilton expected their franchisees to seat more capital. III. Initiative Challenges There were several challenges faced by Hilton...If you want to get a full essay, order it on our website: OrderCustomPaper.com

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