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Hilton

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Yves-andr¨¦ Mobiot
Yves-andr¨¦ Mobiot

Hilton Hotels was founded in 1919 by Conrad Hilton and today operates 3,897 hotels and resorts across 91 countries. As the largest hotel operator globally, Hilton has led the industry through innovation, products, amenities and service. Key innovations include introducing televisions, a multi-hotel reservation system, airport hotels, and the first centralized computerized reservation service. Hilton also launched the loyalty program HHonors in 1987 which allows members to earn and redeem points. Members are awarded different tiers based on stays, from Blue to Diamond, with increasing benefits.

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About Hilton Hotels The most recognized Hotels Corporation company. Hilton Hotels stands as the stylish, forward thinking global leader of hospitality. Today Hilton welcomes guests with 3,897 hotels and resorts in 91 countries. It was founded by Conrad Hilton in Cisco, Texas in 1919 .
Keys people Conrad Nicholson Hilton William Barron Hilton I Richard Howard "Rick" Hilton
It all started in 1919, when Conrad Hilton bought his first hotel. Since then, Hilton have led the industry with their - ? innovation ? approach to products ? amenities and service. 1927 opens its first hotel (the Waco Hilton) 1947 Roosevelt Hilton was the 1st hotel in the world to install televisions 1948 1st to introduce a multi-hotel reservations system. 1950 Hilton creates its 1st special amenity for female travelers 1963 Hilton opens its first airport hotel (SF) and pioneers the airport hotel concept. 1973 Hilton develops the first centralized reservation service using computer technology, a breakthrough in customer service.
1987 Hilton introduces its guest loyalty program, Hilton HHonors.
Hilton hotel brands The company owns, manages, and/or franchises a portfolio of brands which includes ¡­
Luxury Full service Focused service Timeshare Extended Stay Suites
? Many of Hilton's properties are franchised to independent operators and companies. ¨C The Hampton Inn brand is virtually 100% franchised. ? The practice of franchising is popular within the Hospital industry . ? Most of Hilton's flagship properties, airport properties, and largest resorts however are corporate managed. Franchising
LOYALTY MANAGEMENT PROGRAMS HILTON HHONORS PROGRAM
H I L T O N OSPITALITY NTEGRITY EADERSHIP EAMWORK WNERSHIP OW
? Only 41% of consumers use hotels over night. Three segments of customers: ? Business segments ? Convention segments ? Leisure segments CONSUMERS
Normal flow between hotel and customer
Sector targeted by HILTON HHONORS PROGRAM
B2B flow between HILTON and every sectors targeted
Collaborating with partners ? Airlines ? Car Rentals ? Cellular / Online ? Cruises ? Shopping & Dining ? Mortgage & Real Estate ? Rail Travel ? Bank (American express)
Four tiers of membership ? Blue ? Silver ? Gold ? Diamond
BLUE ? To become a Blue-level member of Hilton HHonors?, all you need to do is enroll online, at an HHonors hotel or by calling. ? HSW credited 10 points per eligible dollar of folio. ? Guests earned mileage in partner airline frequent flyer programs. ? Members earned points by renting a car, using the Hilton credit card from American express.
SILVER ? Members awarded silver VIP status if stayed for more than four times in a year ? Benefits are: ? Earned 15% bonus on base points ? obtained after 4 stays or 10 nights. ? 10000 point discount when they claimed a reward costing 100000 points.
GOLD ? Members awarded Gold VIP status if stayed for more than 16 times in a year, ? Benefits are 25% bonus on base points ? obtained after 16 stays, 36 nights, or 60,000 base points. ? 20000 point discount when they claimed a reward costing 100000 points. ? Certificated for the best room in the hotel after every 5th stay.
DIAMOND ? obtained after 28 stays, 60 nights, or 100,000 base points. ? Acquired more bang, more affinity, more vesting from customers if you do something un expected.
(obtained after 16 stays, 36 nights, or 60,000 base points) Blue (obtained upon enrollment) Diamond VIP (obtained after 28 stays, 60 nights, or 100,000 base points) Silver VIP (obtained after 4 stays or 10 nights)
? There are more ways to use Hhonors. ¨C to book or upgrade to any room. ¨C By using a combination of points and money to book rooms, and reward points even faster. ¨C partnerships with airlines, credit cards, and retailers provide hundreds of ways to earn points on everyday purchases..
RELATION WITH THE GUESTS ? This program let the most valuable guests to be recognized on-property. ? After visit calling. ? Feedback groups in addition with focus groups ? Maintenance of guest profile
Swot Of Hilton Brands ? Strengths ¨C Technical innovations ¨C Higher brand recognition makes the company priority choice for clients ¨C Global presence and strong brand portfolio ¨C Professional Standards ? Weaknesses ¨C High leverage combined with downgrade ¨C Weak financial performance affecting the company
Swot Of Hilton Brands ? Threats ¨C September 11th was a major blow to the hotel industry. A similar event could result in another down turn. ¨C Competition ? Opportunities ¨C Spas that specialize in personal services ¨C Personal trainers ¨C Gaming activities would escape regulation, etc. ¨C Take advantage of emerging markets, especially with business class and mid-priced markets
COMPETITION Four global brands dominated business class Hotel markets. ? Hilton ? Hyatt ? Intercontinental ? Marriot
Hilton
Hilton in popular culture ? Many actual Hilton hotel properties around the world have also been featured in various Hollywood films. ? The popular Hilton HHonors guest loyalty program was featured in the 2009 film Up in the Air.
References ? http://www3.hilton.com/en/about/index.html ? http://Wikipedia.com ? http://www.wikinvest.com/wiki/Hilton_Hotels ? http://hhonors1.hilton.com/en_US/hh/about/ index.do?it=Not,TnavAbout
Hilton

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Hilton

  • 2. About Hilton Hotels The most recognized Hotels Corporation company. Hilton Hotels stands as the stylish, forward thinking global leader of hospitality. Today Hilton welcomes guests with 3,897 hotels and resorts in 91 countries. It was founded by Conrad Hilton in Cisco, Texas in 1919 .
  • 3. Keys people Conrad Nicholson Hilton William Barron Hilton I Richard Howard "Rick" Hilton
  • 4. It all started in 1919, when Conrad Hilton bought his first hotel. Since then, Hilton have led the industry with their - ? innovation ? approach to products ? amenities and service. 1927 opens its first hotel (the Waco Hilton) 1947 Roosevelt Hilton was the 1st hotel in the world to install televisions 1948 1st to introduce a multi-hotel reservations system. 1950 Hilton creates its 1st special amenity for female travelers 1963 Hilton opens its first airport hotel (SF) and pioneers the airport hotel concept. 1973 Hilton develops the first centralized reservation service using computer technology, a breakthrough in customer service.
  • 5. 1987 Hilton introduces its guest loyalty program, Hilton HHonors.
  • 6. Hilton hotel brands The company owns, manages, and/or franchises a portfolio of brands which includes ¡­
  • 8. ? Many of Hilton's properties are franchised to independent operators and companies. ¨C The Hampton Inn brand is virtually 100% franchised. ? The practice of franchising is popular within the Hospital industry . ? Most of Hilton's flagship properties, airport properties, and largest resorts however are corporate managed. Franchising
  • 11. ? Only 41% of consumers use hotels over night. Three segments of customers: ? Business segments ? Convention segments ? Leisure segments CONSUMERS
  • 12. Normal flow between hotel and customer
  • 13. Sector targeted by HILTON HHONORS PROGRAM
  • 14. B2B flow between HILTON and every sectors targeted
  • 15. Collaborating with partners ? Airlines ? Car Rentals ? Cellular / Online ? Cruises ? Shopping & Dining ? Mortgage & Real Estate ? Rail Travel ? Bank (American express)
  • 16. Four tiers of membership ? Blue ? Silver ? Gold ? Diamond
  • 17. BLUE ? To become a Blue-level member of Hilton HHonors?, all you need to do is enroll online, at an HHonors hotel or by calling. ? HSW credited 10 points per eligible dollar of folio. ? Guests earned mileage in partner airline frequent flyer programs. ? Members earned points by renting a car, using the Hilton credit card from American express.
  • 18. SILVER ? Members awarded silver VIP status if stayed for more than four times in a year ? Benefits are: ? Earned 15% bonus on base points ? obtained after 4 stays or 10 nights. ? 10000 point discount when they claimed a reward costing 100000 points.
  • 19. GOLD ? Members awarded Gold VIP status if stayed for more than 16 times in a year, ? Benefits are 25% bonus on base points ? obtained after 16 stays, 36 nights, or 60,000 base points. ? 20000 point discount when they claimed a reward costing 100000 points. ? Certificated for the best room in the hotel after every 5th stay.
  • 20. DIAMOND ? obtained after 28 stays, 60 nights, or 100,000 base points. ? Acquired more bang, more affinity, more vesting from customers if you do something un expected.
  • 21. (obtained after 16 stays, 36 nights, or 60,000 base points) Blue (obtained upon enrollment) Diamond VIP (obtained after 28 stays, 60 nights, or 100,000 base points) Silver VIP (obtained after 4 stays or 10 nights)
  • 22. ? There are more ways to use Hhonors. ¨C to book or upgrade to any room. ¨C By using a combination of points and money to book rooms, and reward points even faster. ¨C partnerships with airlines, credit cards, and retailers provide hundreds of ways to earn points on everyday purchases..
  • 23. RELATION WITH THE GUESTS ? This program let the most valuable guests to be recognized on-property. ? After visit calling. ? Feedback groups in addition with focus groups ? Maintenance of guest profile
  • 24. Swot Of Hilton Brands ? Strengths ¨C Technical innovations ¨C Higher brand recognition makes the company priority choice for clients ¨C Global presence and strong brand portfolio ¨C Professional Standards ? Weaknesses ¨C High leverage combined with downgrade ¨C Weak financial performance affecting the company
  • 25. Swot Of Hilton Brands ? Threats ¨C September 11th was a major blow to the hotel industry. A similar event could result in another down turn. ¨C Competition ? Opportunities ¨C Spas that specialize in personal services ¨C Personal trainers ¨C Gaming activities would escape regulation, etc. ¨C Take advantage of emerging markets, especially with business class and mid-priced markets
  • 26. COMPETITION Four global brands dominated business class Hotel markets. ? Hilton ? Hyatt ? Intercontinental ? Marriot
  • 28. Hilton in popular culture ? Many actual Hilton hotel properties around the world have also been featured in various Hollywood films. ? The popular Hilton HHonors guest loyalty program was featured in the 2009 film Up in the Air.
  • 29. References ? http://www3.hilton.com/en/about/index.html ? http://Wikipedia.com ? http://www.wikinvest.com/wiki/Hilton_Hotels ? http://hhonors1.hilton.com/en_US/hh/about/ index.do?it=Not,TnavAbout