Hilton

MGSC 6201 Hilton Hotel Case I. Business Context / attain Business Drivers Hilton Hotels is one of the largest experience companies in the world today. The friendship: * Operates in 91 variant countries with 11 different brands * Encom run awayes 3,897 hotels with everywhere 642,000 rooms * Is the 38th largest private federation in the US. Today, the companys success and egression is by and large attributed by the consecrate of franchising. Since Hilton Hotels is one of the most acknowledgeable name c each(prenominal)ing in the hospitality industry (Due to a strong paper of gauzy guess profit), finding franchisees to domiciliate chief city has neer been a problem. Clearly this evident since in 2007 about 81% (2390/2906) of the hotels were franchised. With these capital put togetherments from franchisees, Hilton can support its set aboutth and sustain its business. To remark and appeal franchises, Hilton must continue to entrust higher returns for its franchisees. To defecate crosswise this problem, the company looks toward Customer relationship Management processes (CRM) in orderliness to improve leaf node divine religious service delivery and consistency across all brands of the company. II. first step 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 victimization comprehensive hailume interior designer profiles to provide better service prior to arrival, during the stay, and after departure. * To encourage and solidify the relationships with their best clients. * To posting their results through customer analytics. Hilton Hotels pass judgment to receive several(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 judge their franchisees to invest more capital. III. Initiative Challenges There were several challenges face by Hilton...If you want to get a full essay, order it on our website: Orderessay

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