Академический Документы
Профессиональный Документы
Культура Документы
Hilton OnQ
What's an OnQ?
The Brain child of Tim Harvey(CIO and EVP of shared service at Hilton) and his team built on the premise that
technology was an enabler for employees to deliver great customer service
OnQ was a central system which was a comprehensive and integrated IT infrastructure designed to support
property level operations of each hotel in Hilton family.
It embodied both one stop shopping nature of an integrated solution and readiness to serve customers On Cue .
Cost Structure
Initial estimate of $93 m, Actual cost- $102 m
Financial benefits
Guest Category
Important Columns
Diamond
Gold
Re-imbursement Information
Silver
Personalized Message
Blue
4+
Key Points
QnQ reservations allows the agents to access clients data and update their
preferences. This information shortens the time on the phone and it enables
better services
Once report lists and ranks all the expected guests that had profile in QnQ,
then they assign the Rooms based on their preferences.
This report also helps to provide better services to people who had
difficulties in the past.
Hilton tries to speed up the process by recognizing the guests at the
reservations center.
Gold and Diamond level members also had excessive benefits through
MyWay Program.
SALT( satisfaction and loyalty tracking) survey which was key component
of CRM initiative is used to measure the overall experience, ability to
recommend, willing to return
Recommendations
Hilton should create a unique stay experience that cannot be imitated
by other chains. In order to do that, every hotel management should
invest in its employees by training them on how to make customers
feel that they are treated special.
Should offer a clearly understandable referral bonus program to
its loyal customers. A loyal guest can earn extra points because
of referring Hilton to other qualified prospective customers.