Rolling Out Across 8 Hotel Brands; Seeking Guest
Loyalty and Competitive Advantage
with Proprietary Technology
|BEVERLY HILLS, Calif. - Aug. 31, 2004 -- Hilton Hotels Corporation
(NYSE:HLT) announced today that having completed deployment of its proprietary
technology platform called OnQ(TM) across all of its more than 2,200 Hilton
Family Hotels, including Hilton(R), Conrad(R), Doubletree(R), Embassy Suites
Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R),
Hilton Grand Vacations Club(R) and Homewood Suites by Hilton(R), the company
continues to utilize technology to enhance guest recognition and efficiency,
rolling out or expanding the following cutting-edge programs:
Web-Based Check-In Provides Greater Convenience
Available within the fourth quarter 2004 at selected hotels across all brands, Web-based check-in will enable Gold and Diamond Hilton HHonors(R) members with password-protected online accounts to check into their hotel rooms in advance of arrival, regardless of how they made their reservation. Guests simply access their reservation via one of the brand websites, select a room with features that best meet their needs, and print the confirmation. Since guest information is stored within the online personal account, the hotel does not need to collect the same information at check-in.
Once the guest checks in remotely via the Web, the hotel is notified electronically of the pending arrival. The hotel front desk then completes all pre-arrival and check-in processes so that the guest's key card and registration packet are ready and waiting for the guest's arrival. Upon arrival at the hotel, guests exchange the check-in receipt for their prepared room key and welcome packet, which will be waiting for them at the hotel front desk.
"OnQ takes customer loyalty to a new level within the hospitality industry, most significantly because it enables us to continue to launch new, innovative technology that caters specifically to our guests' needs and aspirations," said Tim Harvey, chief information officer for Hilton Hotels Corporation. "Demonstrating our passion for taking care of our customers, our most recent and ongoing technological innovations are putting our guests more in control of their hotel experience, from pre-reservations to post-stay."
Guests easily can create a personal profile by visiting any of the Hilton Family brand sites and click on "Create an Account."
Electronic Folio Service Eases Travel Management & Expense Reporting
By September 1, 2004, guests who create a password-protected online account with the Hilton Family will be able to access, view and print hotel folios (itemized descriptions of hotel charges) for an unlimited number of stays at the past five hotels across all brands, through an online feature made possible by the company's OnQ technology. At program launch, guests will be able to access three months of folio history, which will be expanded to a longer period of time in early 2005.
"While we have provided electronic folios in the past to groups and corporate clients with negotiated rates, the Hilton Family is the first multi-brand company within the hotel industry to make E-Folio available to individual business travelers, across all of our brands," said Harvey. "Further easing the travel ordeal, saving time for frequent travelers, providing the convenience to facilitate expense report back-up, E-Folio is just one of the many ways we can provide peace-of-mind to our guests through their password-enabled online personal profile."
Kiosk Check-In/Check-Out Saves Time
Utilizing the OnQ technology as an enabler, Hilton developed, tested and deployed pilot kiosks in only three short months and is accelerating installations in more hotels in additional cities. Thirty kiosks now are deployed within seven hotels in Boston, Chicago, New York and San Francisco. The company is planning to install check-in kiosks in a total of 45 hotels and 100 kiosks across all brands by year-end. Deployment will focus on its company owned and managed metropolitan-area and airport hotels.
Kiosks are designed to provide guests with more choices, convenience and control. Self-service kiosks currently are being used by 10-12 percent of guests on average within the hotels that offer the service. In some hotels, as much as 35 percent of the eligible guests are utilizing the convenient technology, far exceeding company expectations. Guest services staff assigned to the kiosk area are available to assist guests who have questions.
Current enhanced-service applications for the kiosks include room check-in (ability to select the room, disbursement of room keys, and printing of registration information), check-out (printing of folio), personalized messaging to guests, and coupons for hotel services in selected locations. Upcoming enhancements include expanded ability to: offer visual room selection, hotel services such as bundled high-speed Internet access and phone services; up-sell to executive floors; and review resort package options.
Hilton Family Nears Complete Installation of High-Speed Internet Access in All Hotels
In one of the most aggressive efforts within the hotel industry to complete installation of simple, fast and reliable high-speed Internet access within all hotels across all brands, the Hilton Family is targeting the end of the fourth quarter to install HSIA in all of its 2,200+ hotels. Leading the industry in deployment progress, the company has achieved installation in more than 1,995 hotels, or roughly 90 percent installation throughout all of its hotels, including wireless in most public spaces.
OnQ Technology Resonates with Guests
OnQ improves guest recognition at check-in and provides more enhanced levels of service based on real-time access to guest preferences, information about Hilton HHonors guest reward program membership status, and past and future guest stays across all brands.
"With the award-winning OnQ system, everyone benefits," said Keltner. "Because of increased guest recognition and enhanced service levels across all guest touch points, the Hilton Family is ensuring guest loyalty, which is increasing each brand's market share among its competitive set."
Once a guest creates a password-protected account, front desk team members can recognize him or her at check-in and provide more personalized, enhanced service, including:
About the Hilton Family of Hotels
Hilton Family of Hotels
|Also See:||Hilton Tests New Check-In/Check-Out Self Service Kiosks at Two Flagship Properties / Sept 2003|
|Hilton Hotels New Standard for Business Technology in Hotels Aims to Be Consistent, Integrated and Seamless / July 2004|