Hilton

MGSC 6201 Hilton Hotel Case I. Business Context / Key Business Drivers Hilton Hotels is star 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 corporation in the US. Today, the companys success and growth is by and large attributed by the practice of franchising. Since Hilton Hotels is unitary of the most identifiable name c every(prenominal)ing in the hospitality industry (Due to a strong paper of excellent hypothesise operate), finding franchisees to declare oneself capital has neer been a problem. all the way this evident since in 2007 about 81% (2390/2906) of the hotels were franchised. With these capital orderments from franchisees, Hilton git support its growth and sustain its business. To remark and attract franchises, Hilton must(prenominal) continue to provide h igher returns for its franchisees. To get crosswise this problem, the company looks toward Customer Relationship Management processes (CRM) in orderliness to emend guest service pitch shot 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 e ntertain and solidify the relationships with! their best clients. * To measure their results through client analytics. Hilton Hotels pass imagination 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 robe 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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