Hilton Hbs Case Analysis

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Business Context: • One of the largest lodging companies in the world. Started operations in 1919 with the Mobley Hotel in Cisco, Texas. Went public in 1946 under the name of Hilton Hotels Corporation. Had twelve brand portfolios under Hilton corporate umbrella on September 2007. Accounted for 100 million room nights each year in the U.S.A. Approximately 80% property ownership • In 2007 Blackstone acquired Hilton for $26 billion by paying 32% premium on share price • Products/Services offered: - Brand Management of multi brand hotels, casinos and vacation ownership - Franchisee business and royalty Key Business Drivers: • Effectively manage the length and breadth of the expanding business scale, maintain aggressive growth & increase revenues • To gain long run sustainable competitive advantage the co. needed strong internal and external operational efficiency, create alignment with real estate owners, manage multi brands & develop “customer lifetime value relationship” Initiative Objectives / Benefits: Objectives Benefits Enhancing “brand value portfolio” by ensuring consistency in value offerings across all brands (in all properties) • Enabled customer retention, ensured repeat business and developed customer loyalty • Standardized customer service expectations depending on class of the property • Created barriers to competitors so that ‘guests don’t sleep around with the competition” Recognition of “guests” that stayed with multiple brands. Knowing 100% customers - use flawless tech & build IT infra • Minimized customer complaints • Identified specific needs of best customers • Personalized & tailor made solutions to guests Increase support level to each property and improve customer satisfaction– implementing an effective CRM platform - OnQ • Integrated all network properties and improved readiness to serve customers • Enhanced data &

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