CRM at Hilton's hotels
The Analysis of Customer Relationship System of Hilton Hotels & Resorts
2013-12-8
Contents
THE ANALYSIS OF CUSTOMER RELATIONSHIP SYSTEM OF HILTON HOTELS & RESORTS
........................................................................................................................................................................ 1
1. INTRODUCTION OF THE COMPANY 3
2. INTRODUCTION OF ONQ AND CRM 3
3. STRENGTHS OF CRM (ONQ) 5
4. DISADVANTAGES OF CRM (ONQ) 5
5. INFORMATION SECURITY MANAGEMENT 6
6. FUNCTIONS IN STRATEGIC PLANNING AND STRATEGIC LEADERSHIP 7
7. CONCLUSION 8
REFERENCE 9
1. Introduction of the company
Hilton Hotels & Resorts are one of the most familiar names in the hospitality industry, in the view of the modish, forward thinking worldwide spearhead in the hotel business. From opening ceremonies and Hollywood award celebrations to commercial occasions and days to remember, Hilton is where the world makes history, and stages all.
The leading brand of Hilton Global continues to grow upon its legacy of modernization by implementing products and services to meet the essentials of future’s savvy international travelers with around 144,000 employees provide experiences in which every visitor feels be concerned for, respected and valued (HILTON.COM). Hilton Hotels
& Resorts group consist of around 540 hotels in 78 countries and this brand remains synonymous with "hotel". Over 94 years, Hilton International has been offering corporate and vacation travelers the luxury in accommodations, service, amenities and value (Hilton Hotels & Resorts).
2. Introduction of OnQ and CRM
The Hilton Hotel’s CRM strategy is integrated IT technology called OnQ and found in 2004 (Hilton Worldwide, 2004), which is a system helps in supporting the hotel reservation, guest service and business intelligence. OnQ also helps in providing guest information on demand to the team members to help to act “on cue” to
2013-12-8
Contents
THE ANALYSIS OF CUSTOMER RELATIONSHIP SYSTEM OF HILTON HOTELS & RESORTS
........................................................................................................................................................................ 1
1. INTRODUCTION OF THE COMPANY 3
2. INTRODUCTION OF ONQ AND CRM 3
3. STRENGTHS OF CRM (ONQ) 5
4. DISADVANTAGES OF CRM (ONQ) 5
5. INFORMATION SECURITY MANAGEMENT 6
6. FUNCTIONS IN STRATEGIC PLANNING AND STRATEGIC LEADERSHIP 7
7. CONCLUSION 8
REFERENCE 9
1. Introduction of the company
Hilton Hotels & Resorts are one of the most familiar names in the hospitality industry, in the view of the modish, forward thinking worldwide spearhead in the hotel business. From opening ceremonies and Hollywood award celebrations to commercial occasions and days to remember, Hilton is where the world makes history, and stages all.
The leading brand of Hilton Global continues to grow upon its legacy of modernization by implementing products and services to meet the essentials of future’s savvy international travelers with around 144,000 employees provide experiences in which every visitor feels be concerned for, respected and valued (HILTON.COM). Hilton Hotels
& Resorts group consist of around 540 hotels in 78 countries and this brand remains synonymous with "hotel". Over 94 years, Hilton International has been offering corporate and vacation travelers the luxury in accommodations, service, amenities and value (Hilton Hotels & Resorts).
2. Introduction of OnQ and CRM
The Hilton Hotel’s CRM strategy is integrated IT technology called OnQ and found in 2004 (Hilton Worldwide, 2004), which is a system helps in supporting the hotel reservation, guest service and business intelligence. OnQ also helps in providing guest information on demand to the team members to help to act “on cue” to