hilton onq system

"Customer Really Matter"

PRESENTED BY

• Prateek Jain:-14BSP2033

• Binoy Anthony:-14BSP2294

• Ghai Bhupenderpal Singh:-14BSP1889

• Amar Raza:-14BSP2070

• Vibhav Khandelwal:-14BSP2205

• Shraboni Nag:-14BSP1399

• Gurpreet Singh Aarora:-14BSP1895

"Customer Really Matter"

HILTON PROPERTIES

"Customer Really Matter"

BRAND INTRODUCTION

"Customer Really Matter"

• Who Founded?• When?• Owned by?• Where?

DECISSION LEVELS AT HILTON

Chairman, MD, CEO, CFO, CIO, CMO, Presidents, VPs

General Manager, Hotel Manager, RDM (Rooms Division Manager)

Managers, Assistant Managers, Floor Managers

Supervisors, Front Desk Executives, Staff Heads

Decisions Of Various Level

"Customer Really Matter"

• Long term decisions• Whether to expand the business• Whether to install new system • Human resource planning

• How to utilize the budget• Cost, sales, profitability analysis• Setting up incentives

• How to develop the system• Allocation of jobs/ incentives• Making the Duty Roaster• Documents creation

• Front desk activities like taking

orders, reservations etc.• Concierge work

OnQ

• Introduced in the year 2002• Part of the CRM Strategy – “Customer

Really Matter”• $50 Million – Largest Technology

Investment for Hilton Worldwide• (Born out of the idea – Employees with a

clearer idea of who customers are and what their past Hilton experience have been, can engineer Constant Improvement)

"Customer Really Matter"

Structure Of OnQ

"Customer Really Matter"

• What is OnQ• Combined with Hhonors Frequent Guest Program

– maintains same database for all brands

• Helps to Identify that RARE UNVALUABLE CUSTOMER

FRONT DESK

CONFIRMS ROOMAs per

PREFERENCE

1221 56534449087 3456

Why do we need OnQ?

• Better Customer Service• Gives Employees a clearer idea of the

Customers• Facilitates in Critical Recoveries• Availability of Customer History• Helps in paying Extra Attention to VIPs • Match Customer Reservations to their

Tastes and Preferences

"Customer Really Matter"

OnQ Database

• 4 TB (Terabyte) of Customer Profile Information

»Managed by Informix Database (IBM)» Integrated with a Pegasus Solutions

Central Reservations System»New market International’s Delphi

sales-force automation tool»Modified Legacy Revenue-

Management System »PeopleSoft Financial and HR

Applications»E-commerce site – Hilton.com

"Customer Really Matter"

Benefits of OnQ

• Customer Service

• Customer Loyalty

• Value

• Service Time

• Cost

• Revenue Generation

• Knowledge Retention

"Customer Really Matter"

Drawback Of OnQ

"Customer Really Matter"

1.Present deep customer history 2.Difficult to update and keep a track on preference of individual customer 3. Information about customer experience would become obsolete with time 4. Customer preference may change at any point of time 5.Huge cost involve to satisfy the specific needs of customers

Customer Profiles Include

"Customer Really Matter"

• Credit Card Data

• Stay Histories

• Frequent Flier Miles

• Room Preferences

Information used by this system helps front desk to access of 180million records and get the answer instantly.

FUTURE OF OnQ

"Customer Really Matter"

• Scope for OnQ:• Letting customers manage their HHonors A/C

online

• Expand Profile Preferences beyond rooms – » Additional Services (Golf, Spa, Theatre

packages, Concert Tickets)

• Develop Web-based Connections – » Let Corporate Travel Dept. directly book rooms

from Hilton’s Central Reservation System

• Decision Support System (DSS) – » OnQ needs more than a delivery system –

Needs Decision Support Tool

How will Decision Support System Help ?

"Customer Really Matter"

DBMS MMS

DATABASE MODEL BASE

DIALOGUE MANGER

USER

PRESENT SCENARIO

"Customer Really Matter"

– Additional investments to Enhance OnQ and User Interface

– 4,155 Hotels and 6,86,790 Rooms

– 3 out of 40 Million HHonors members added in 2011.

– HHonors Points can be used for:– Upgrades– Purchase of Premium Rooms or in combination with

money.

– Hilton Garden Inn launched “BizWords” App for iPhone / iPad.

"Customer Really Matter"

THANK YOU!!