HILTON

Mobiot yves-andre12030141116

MBA

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.

1927opens its first hotel (the Waco Hilton)

1947Roosevelt Hilton was the 1st

hotel in the world to install televisions

19481st to introduce a multi-hotel reservations system.

1950Hilton creates its 1st special amenity for female travelers

1963Hilton opens its first airport hotel (SF) and pioneers the airport hotel concept.

1973Hilton develops the first centralized reservation service using computer technology, a breakthrough in customer service.

1987Hilton 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

Time share

Extended Stay Suites

• Many of Hilton's properties are franchised to independent operators and companies. – 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 PROGRAMSHILTON HHONORS PROGRAM

H

I

L

T

O

N

OSPITALITYNTEGRITY

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.

– to book or upgrade to any room. – By using a combination of points and money to book

rooms, and reward points even faster. – 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– Technical innovations – Higher brand recognition makes the company priority

choice for clients– Global presence and strong brand portfolio– Professional Standards

•Weaknesses– High leverage combined with downgrade – Weak financial performance affecting the company

Swot Of Hilton Brands

• Threats– September 11th was a major blow to the hotel industry. A

similar event could result in another down turn.– Competition

• Opportunities– Spas that specialize in personal services– Personal trainers– Gaming activities would escape regulation, etc.– 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 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