About Hilton Worldwide
Hilton Worldwide is a global
hospitality company. As of August 2012 Hilton brands encompass 3,897 hotels
with over 642,000 rooms in 91 countries. Hilton Hotel can be
found everywhere in the major cities of the five continents of the world, It
become one of the largest hotel in the world. Expect the South Pole,
Hilton Hotel has been all over the world. The company owns,
manages, and/or franchises a portfolio of brands. The Hilton Worldwide Performance Advantage is an integrated system of innovative
solutions and advanced technologies that work together to drive increased
business and keep costs down, without comprising quality.
Hilton Worldwide website:
Hilton Worldwide ICT strategic plan
The Hilton
Worldwide Performance Advantage
Staying ahead of the competition in hospitality requires leading the way online. Through advanced technologies, global scale, and key partnerships. At Hilton Worldwide, Information Technology as a connection between vision and world-class technology. With the unmatched level of integration, resources, and partnerships, it deliver everything such as core reservation, property management systems and so on.There are some strategic elements are contained in Hilton Hotel.
Staying ahead of the competition in hospitality requires leading the way online. Through advanced technologies, global scale, and key partnerships. At Hilton Worldwide, Information Technology as a connection between vision and world-class technology. With the unmatched level of integration, resources, and partnerships, it deliver everything such as core reservation, property management systems and so on.There are some strategic elements are contained in Hilton Hotel.
Brand Websites & Mobile Technologies
The online
experiences in Hilton ensure shopper engagement, employing leading usability
practices, and intuitive navigation. They also lead the way in mobile
technology, with some of the highest-rated, most-visited mobile applications.
Dedicated Support via a Global eCommerce Team
They assist in
website development and management, online strategy development, demand
generation, social media planning, search engine optimization, and innovation
and analysis.
Hilton
Reservations & Customer Care (HRCC)
HRCC understands
the needs of both owners and guests. With team members fluent in over 10
languages and specialized geographic 'virtual Hotel Desks,' HRCC is able to
effortlessly assist guests for a stay at any one of our hotels. Over 3,000
highly skilled and experienced sales and customer service professionals come in
contact with 34 million guests annually.
The ResMax™
Program
ResMax an innovative solution offered by Hilton Reservations and Customer Care (HRCC) is a premium reservations service that creates an unrivaled competitive advantage for owners and operators.A hotel's direct reservation calls are seamlessly transferred to their exclusively trained ResMax team to handle as though they were on-site at the hotel, providing the exceptional customer service of a dedicated reservations team.Tool: Sophisticated call routing and real-time agent performance management; Enriched and customizable hotel content; Robust reporting providing daily, monthly and yearly performance; Superior workforce management ensuring efficient call handling.
Global Online Services
Global Online Services uses an integrated approach that leverages search, online advertising, social media, and mobile marketing.
Information Technology
This system provides real-time visibility to financial data, simplifies front desk processes, and manages billing and payments. The majority of Hilton Worldwide room nights are sold through their central reservation system. This centralized data source is providing hotel rates and availability to customers, via travel agencies, booking sites, and their own reservations systems. The available room inventory is exposed to thousands of marketing and sales channels.
EProcurement
When it comes to online procurement, Hilton Supply Management is an industry leader with its state-of-the-art e-procurement application platform. The online e-procurement system offers participating properties easy access to thousands of products and hundreds of suppliers.
ResMax an innovative solution offered by Hilton Reservations and Customer Care (HRCC) is a premium reservations service that creates an unrivaled competitive advantage for owners and operators.A hotel's direct reservation calls are seamlessly transferred to their exclusively trained ResMax team to handle as though they were on-site at the hotel, providing the exceptional customer service of a dedicated reservations team.Tool: Sophisticated call routing and real-time agent performance management; Enriched and customizable hotel content; Robust reporting providing daily, monthly and yearly performance; Superior workforce management ensuring efficient call handling.
Global Online Services
Global Online Services uses an integrated approach that leverages search, online advertising, social media, and mobile marketing.
Information Technology
This system provides real-time visibility to financial data, simplifies front desk processes, and manages billing and payments. The majority of Hilton Worldwide room nights are sold through their central reservation system. This centralized data source is providing hotel rates and availability to customers, via travel agencies, booking sites, and their own reservations systems. The available room inventory is exposed to thousands of marketing and sales channels.
EProcurement
When it comes to online procurement, Hilton Supply Management is an industry leader with its state-of-the-art e-procurement application platform. The online e-procurement system offers participating properties easy access to thousands of products and hundreds of suppliers.
Hi yan,
回复删除Thank you for your useful blog…
Hilton worldwide is really the largest hotel in the world and have many brands, such as Waldorf Astoria, DoubleTree, Embassy Suites and Hilton Grand Vacations and so on. It is very different form Four Seasons Hotels & Resorts, which fully owned by the brand and owns residential properties in resort areas.
In the whole ICT strategic plan, Hilton Reservations & Customer care (HRCC) is the best strategy for Hilton to examines and meets the owners and guests need. Their highly skilled and experienced workers can provide the best service for its customer. I think HRCC is the foundation for hotels to build their customer relationship and the development of CRMs, which is an effective ICT strategy. As the Four Seasons hotel, which is focus on build close relationship with customer and high loyalty guests. HRCC is a best model for Four Seasons to learn, which can make a positive contribution to their CRMs.
As for other ICT strategies in Hilton such as websites, mobile technologies, IT and online procurement have been widely used in most hotels and include Four Seasons Hotel. Those ICT strategies are easy for hotel to follow, but it is necessary for hotels management.
In all, proper use of HRCC can build relationship with clients and gained more loyalty customers. It is especially necessary for customer and service oriented hotels. So, in a certain distance it can keep hotels’ competitive advantage.
Comment by: Zhang jing
Hi Yan
回复删除Thanks for ur specific explanation of ICT plan in Hilton Hotel. From the name, we can tell Hilton is spreading rapidly around the world.and there must be some superior elements supporting the whole organization.
At first, Westin Hotel holds the view that "It's quite different to other brands, we focus on the person themselves". so customer-oriented is the direction or goals which stimulate staff to provide best service for customers. Westin Hotel uses ICT to develop unique products and add value, and differentiate product or services of company, focuses on the specific market but Hilton Hotel focuses more on the usage of IT or online services. I think this is the major difference between Westin and Hilton Hotel.
HRCC is perceived as an most valuable strategic element in Hilton in order to enhance the loyalty not only from customers but also from suppliers. the same project used in Westin Hotel is called SPG (Starwood Preferred Guest), by doing so, meeting the customers' preferences as to foster the loyalty of customers.
every company comes up with new ideas to create competitive advantages, Hilton and Westin both use information technology to update data and renew information. Westin Hotel also uses ICT to share information with other sister hotels, which can be also called alliances.
To sum up, ICT plan must be adopted in the future and play important role in company. So every company should find out suitable plan for their own company.
Wang Di
Hi,
回复删除Wenyan
Hilton worldwide is one of the largest hotel in the world as compared to Taj Group of hotels,but as we can find many branches of Taj group worldwide same as with Hilton group everywhere in major cities of the world.Whereas Taj owns all its properties Hilton have their own aswellas franchise portfolio but there performance advantage is an integrated system of innovative technologies.They have some of the same strategies as of Taj group like : core reservations,property management and some of the unmatched strategic elements like (HRCC) who understands both owners and guests it is little different from Taj network strategy which I is really world class and with international standards as compared to Taj network.Hilton have some common arena like having same high class websites like the Taj group but i really like the RES MAX PROGRAM which is totally different from the Taj as they have NEC,CENTRIA software which is good choice for hotel to built close relationship with the customer.Really commendable part of Hilton is they have the best of the E procurement with state of art application platform which makes them one step ahead to other luxurious hotels
MONISHA