Hilton

MGSC 6201 Hilton Hotel Case I. Business Context / secern Business Drivers Hilton Hotels is one of the largest last companies in the world today. The familiarity: * Operates in 91 mingled countries with 11 different brands * Encom subsidees 3,897 hotels with everyplace 642,000 rooms * Is the 38th largest private c every(prenominal)er in the US. Today, the companys success and exploitation is by and large attributed by the dedicate of franchising. Since Hilton Hotels is one of the most acknowledgeable name calling in the hospitality industry (Due to a strong paper of smooth guess table dish out), finding franchisees to suffer groovy has neer been a problem. Clearly this evident since in 2007 about 81% (2390/2906) of the hotels were franchised. With these capital effectuatements from franchisees, Hilton can support its jumpth and sustain its business. To remark and pull out franchises, Hilton must continue to supply higher returns for its franchisees. To lead transverse this problem, the company looks toward Customer kinship Management processes (CRM) in ordination to improve lymph gland run delivery and consistency across all brands of the company. II. endeavour Objectives / Benefits The study 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 victimization comprehensive priceume spring profiles to provide better service prior to arrival, during the stay, and after departure. * To restrain and solidify the relationships with their best clients. * To neb their results through customer analytics. Hilton Hotels pass judgment to receive some(prenominal) 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 evaluate their franchisees to invest more capital. III. Initiative Challenges There were several challenges go about by Hilton...If you want to get a full essay, order it on our website: Orderessay

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