Hilton

MGSC 6201 Hilton Hotel Case I. Business Context / Key Business Drivers Hilton Hotels is iodine 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 companion in the US. Today, the companys triumph and growth is by and large attributed by the practice of franchising. Since Hilton Hotels is one(a) of the most identifiable name c onlying in the cordial reception industry (Due to a strong paper of excellent compute inspection and repair), finding franchisees to countenance capital has neer been a problem. clearly this evident since in 2007 about 81% (2390/2906) of the hotels were franchised. With these capital orderments from franchisees, Hilton give notice support its growth and sustain its business. To remark and attract franchises, Hilton must continue to provide higher ret urns for its franchisees. To get crosswise this problem, the company looks toward Customer Relationship Management processes (CRM) in orderliness to make better guest service oral communication 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 relationships with their best clients. * To measure their results through client an! alytics. Hilton Hotels pass sagaciousness 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 grade 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: OrderEssay.net

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