...focusing on our top performers, we raise the bar, and ultimately the performance, of our entire brand. This article provides insight into our leadership development program that both gives and gets back from our best and our brightest. In 2008, the Embassy Suites brand partnered with The Bixler Consulting Group, an Atlanta-based leadership development and executive coaching firm, to design and facilitate a program that specifically meets the unique needs of Embassy Suites GMs. The Circle of Leadership™ is the result of this collaboration. At the onset, a strict set of hotel performance criteria were established to help select the six to eight General Managers invited to participate in the program each year. To be nominated is both an honor and a privilege. Over a 12-month period, participants complete a variety of self-assessments, participate in workshops and interactive webinars, complete a host of real-world...
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...CHEKITAN DEV op yo Hilton Hotels: Brand Differentiation through Customer Relationship Management In early 2008, Hilton Hotels Corporation was poised for tremendous global growth—with an aggressive goal of opening 1,000 hotels in North America in five years and 1,000 hotels in the rest of the world in ten years. The company had just been taken private by the Blackstone Group1 for a reported $26 billion, a 32% premium over the $32.05 share price the day prior to the announcement. The takeover announcement by Blackstone clearly framed the road ahead: “Blackstone intends to invest in the Hilton properties and brands globally to enhance and grow the business for the benefit of owners, franchisees, and customers... This transaction is about building the premier global hospitality business.” tC But growth would not be easy in the highly competitive global lodging business. Challenges in this market historically included access to capital, high levels of employee turnover, and difficulty achieving standardization typical of service delivery operations. Improving service delivery and consistency across the family of Hilton brands had been the major focus of the Customers Really Matter (CRM) strategy that the firm launched in 2002. With five years invested in CRM, the Blackstone acquisition provided the opportunity to evaluate the results to date and to devise an action plan going forward. Hilton Hotels’ Background Do No Hilton was perhaps the most internationally...
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... Selected 2014 property openings include (from top to bottom, and left to right): Hampton by Hilton Istanbul Kayasehir; DoubleTree by Hilton Hotel and Residences Dubai – Al Barsha; Embassy Suites by Hilton Santo Domingo; Homewood Suites by Hilton New York Midtown Manhattan Times Square – South, NY; Hokulani Waikiki by Hilton Grand Vacations Club; Diplomat Resort & Spa Hollywood, Curio Collection by Hilton; Hilton Garden Inn Astana; Waldorf Astoria Amsterdam; Home2 Suites by Hilton Sioux Falls/Sanford Medical Center, SD; Conrad London St. James; Hilton Al Hamra Beach & Golf Resort. Cover photo: theWit – A DoubleTree by Hilton AT-A-GLANCE As the world’s largest and fastest-growing global hospitality company, Hilton Worldwide builds on a century of excellence as the strength of our brands and the power of our innovation continue to drive guest satisfaction, increase loyalty and support one of the foremost unit growth stories in the industry. We strive to spread the light and warmth of hospitality that keeps guests, team members, owners and stockholders returning for more. UP 7.1% (1) 1 Ranked Margin growth – Adjusted EBITDA margin increase 190BPS to 36.8% (2) Net unit growth System size, pipeline & rooms under construction 715,000 Rooms UP 6% or 36,000 ROOMS (3) $2,000 (4) # UP 13.5% $2,500 Award-winning brands Hilton HHonors members Bottom line – Adjusted EBITDA DOLLARS IN MILLIONS 12 44 Million ...
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...Organizational and Social Environment Hilton hotel Prepared By Raize Hassam(CB004338) Module Code & Title Cohort FF1221 Date of Submission 15/09/2011 Instructor Ms. Sankapali Gunawardena Word Count 2000 Acknowledgement The authors would like to first of all thank her managing business lecturers Mrs.Shumara and Ms. Sankapali Gunawardena for all the support and guide he gave her to finish this assignment successfully. The authors would also like to thank her parents and friends for all their commitments and encouragement. Last but not the least the authors would like to thank the administration for all the facilities they have provided which made it easy to complete this assignment on time. Abstract As assigned by the lecturers Ms.Shurmara Fernando and Ms.Sankapali Gunawardena for the module Organizational and Social Environment, the authors were required to investigate research and observe an area of Internal and External Business Environment in any local business organization. Therefore the authors selected “Colombo Hilton Hotel” to do their research according to the assignment. So to do this research the authors visited Hilton Hotel in order to gather information...
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...MarketLine Industry Profile Hotels & Motels in the United States October 2012 Reference Code: 0072-0520 Publication Date: October 2012 WWW.MARKETLINE.COM MARKETLINE. THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED United States - Hotels & Motels © MARKETLINE THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED 0072 - 0520 - 2011 Page | 1 EXECUTIVE SUMMARY Market value The United States hotels & motels industry grew by 7.7% in 2011 to reach a value of $137.5 billion. Market value forecast In 2016, the United States hotels & motels industry is forecast to have a value of $179.5 billion, an increase of 30.6% since 2011. Market volume The United States hotels & motels industry grew by 2.4% in 2011 to reach a volume of 52,214 hotels & motels. Market volume forecast In 2016, the United States hotels & motels industry is forecast to have a volume of 56,484 hotels & motels, an increase of 8.2% since 2011. Category segmentation Leisure is the largest segment of the hotels & motels industry in the United States, accounting for 71.1% of the industry's total value. Geography segmentation The United States accounts for 27% of the global hotels & motels industry value. Market rivalry The hotels and motels industry is dominated by large international players, who compete intensely for a share of the market. United States - Hotels & Motels © MARKETLINE THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED ...
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...SUBJECT: Case Study: Hilton Hotels – Brand Differentiation Through Customer Relationship Management List of Key Issues or Problems in the Case * Hilton’s strategy to maintain its leadership position in the US as well as in the international lodging market * Hilton’s focus on profitability and Return on Investment * Personalized customer service and development of Customers Really Matter initiative (CRM) * Implementation of a new enterprise system OnQ and the associated costs * Maintaining competition with other hotel brands Discussion questions 1. What is Hilton’s core business? The case presented in the book describes the evolution of Hilton Hotels Corporation, nowadays known as Hilton Worldwide. It is a public company founded in 1919 by Conrad Hilton. Hilton is one of the leading hospitality companies comprised of over four thousand hotels in ninety-one countries. Hilton’s web site states the following: “Ten brands, more than 4,100 hotels, and more than 300,000 Team Members across corporate offices and owned, managed and franchised properties make us the world’s leading hospitality company.” Hilton’s core business is to provide outstanding customer care of their guests, ensure their one of a kind experience while staying at the hotel. The acquisition of Promus Hotel Corporation in the year of 2000 added additional 1700 hotels to Hilton Worldwide. The company also invests heavily in the new hotel development, franchising and affiliating with real...
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...Question ONE: 1.1 a) Productivity software is a category of application programs that helps users to produce things such as documents, databases, graphics, worksheets and presentations. b) Business software is any software or set up computer programs used by business users to perform various business functions. c) Communication software is used to provide remote process access to system and exchange files and messages, text, audio and or video formats between different computers and users. d) Multimedia software allows you to using a mixture of sound, picture, film and writing. System software has been developed to solve a particular problem for users to perform work on specific tasks or to provide entertainment. System software enables the Application software to interact with the computer and help the computer to manage its internal and external resources. Application software. After the Application software has been installed, you can start running the PC. Application software enables you to perform specific tasks – solve problems, perform work or entertain yourself. Difference between System software and Application software. System software manages and operates computer hardware and thereby providing a platform for Application software. Application software subsist of system software with the ability to employ certain computer functions as per user requirement. 1.2 Cloud storage is a concept of data storage where the digital data is stored in logical pools...
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...Abstract I will be evaluating the guest services department at the Hilton Garden Inn in Charlotte, NC. The hotel is part of a much larger Hilton family that is quite successful, but this particular property is suffering from lower guest satisfaction scores, several recent management changes and the resulting low employee morale. The new guest services manager expects that once the new management both in guest services and the hotel overall gets settled, the low morale and slipping guest satisfaction scores can be assuaged by using specialized customer service training. This analysis will follow the progress of the Guest Services Team and offer a possible training solution to address the current issues. Building Internal and External Hospitality The Hilton Garden Inn North is located in Northern Charlotte, North Carolina. The property has in its favor a particularly prime location that is in close proximity to the two major highways that pass through Charlotte: I-85 and I-77. The hotel is just blocks away from the Northlake Mall which boasts several upscale anchor stores and eateries. Charlotte is a bustling banking metropolis, home to a major league football, and basketball team, a major NASCAR race and host of other tourist attractions and thriving businesses. Therefore, any organization offering quality, affordable, and accessible hotel accommodations has the potential to be a thriving business. The Hilton Garden Inn (HGI), however, has seen a steady decline in room sales...
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...[Type the document subtitle] | | Hilton Hotel | | | | Index Hilton Hotel 2 About Hilton Worldwide 3 Mission 3 Vision 3 Objectives 4 Market Position and Services 4 SWOT Analysis of Hilton Hotels 4 Strength 5 Weakness 5 Opportunity 5 Threats 6 Challenges 6 Internal and External Environment 7 PESTLE Analysis 7 Economic Environment 8 Legal Environment 8 Technological Environment 8 Social Environment 9 Political Environment 9 Porter’s five forces model for Hotel Hilton 9 Current strategies 10 Offering Future Strategies 13 Recommendation 15 References 15 Hilton Hotel From Omaha to Rome there are about 500 Hilton Hotels located in between. Online transactions help in the development of Hilton Hotels. Among all hotels Hilton hotels are unique. In year 1919, in Cisco (Texas) Conrad Hilton bought first hotel. And this Hotel was inaugurated in year 1925 in Dallas which was named ‘Hilton’. In America during year 1943 Hilton hotels grown to first extensive hotels, this was situated for the facilities of industrial customers. Subsequently having huge development in their hotels, the owner of Hilton Hotels i.e. Conrad Hilton grown into the richest person around the whole world. Hilton hotels were operated outside America also. In Puerto Rico in year 1949 Hilton operated his 1st hotel outward of America. In year 1979 Conrad Hilton died and the whole business was owned by Barron Hilton (Hilton’s son). They opened around 500...
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...MarriotMarriott Corporation: The Cost of Capital T c=income taxes of 1987 / income before income taxes of 1987 = 175.9/398.9 = 44% Step 1:From the Exhibit 3 ß equity for each firm in this industry are below Marriot Corporation 1.11; Hilton Hotels Corporation .76 ; Holiday Corporation 1.35 La Quinta Motor Inns .89; Ramada Inns, Inc 1.36. Step 2: For each firm in the industry, to estimate unlevered using the equity estimate: equity = [1 + (1-TC)Debt/Equity]unlevered unlevered of Marriot= 1.11/[1+(1-.44)*.41]=.90 unlevered of Hilton= 0.76/[1+(1-.44)*.14]=.70 unlevered of Holiday= 1.35/[1+(1-.44)*.79]=.94 unlevered of La Quinta= 0.89/[1+(1-.44)*.69]=.64 unlevered of Ramada= 1.36/[1+(1-.44)*.65]=.997 Step 3: Take an industry average of the unlevered estimates as estimate of firms unlevered (.90 +.70+.94+.64+.997)/5 = .84 Step 4: Use firm’s target D/E ratio and unlevered estimate to calculate equity equity = [1 + (1-TC)Debt/Equity]unlevered equity = [1 + (1-.44)*.41]*.84= 1.03 Step 5: Calculate the R equity using CAPM The risk free rate was 4.58%, and the equity risk premium was 7.43% for average from 1926-87 R equity =r f + ß(r premium) = 4.58%+1.03*7.43%= 12.23% Step 6: Calculate [Debt/(Debt + Equity)] and [Equity/(Debt + Equity)] V=D+E D/V=.41 E/V=1-D/V=1-.41= .59 Step 7:Use formula above to calculate r WACC r debt= r f + r debt premium = 8.72%+1.10% = 9.82% WACC=rdebt*(1-Tc)(D/V)+requity*(E/V)=9.82%*(1-0.44)*.41+12.23%*0.59 =...
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...Hilton Hotels Corporation is recognized around the world. As a preeminent lodging hospitality company, offering guests and customers the finest accommodations, services, amenities and value for business or leisure, Hilton offers the amenities and quality its name has inspired since 1919. Today the Hilton is viewed one of the service industry’s top competitors. Hilton Hotels Corporation is a leading hospitality company that owns, manages, and franchises over 2,000 hotels across the country. The company's international arm, Conrad Hotels, has locations in Australia, England, Ireland, Egypt, Belgium, Turkey, Hong Kong, and Singapore. Hilton has a good reputation and their name is well known. Hilton is a leader in the hotel industry. Diversification of Products - Hilton is more than hotels. They also generate revenue from gaming and entertainment. By being involved in more than one industry, Hilton has a benefit of drawing from one part of its business if another part becomes less lucrative. Gaming and entertainment serve different with hotels. customers' needs. While this diversity does not automatically insure success, it does help the company to balance out its profits across three areas of the business. Hilton hotels is operating a mixed format location that targets its full service hotel format and its Hampton Inn select service format. The segmentation is made based on service quality metrics while revenues are based on a revenue per room basis. The outcome of the mixed format...
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...The purpose of this case analysis is to address the key marketing issue for the Hilton Hotels. The marketing strategies Hilton should pursue in the hotel and gaming markets will be discussed and recommendations will be made. In addition, the use and implementation of the SWOT analysis will be incorporated throughout the discussion. Information will be provided from the case study and the use of secondary resources for support of the marketing strategies recommended for the Hilton Hotels. Market Summary Hilton Hotels is one of the market leaders in the hotel and gaming industry in the United States. Hilton is a well-known and distinguished name in fine hotels across the United States and worldwide. In 1999, Hilton expanded aggressively by acquiring the Promus Hotel Corporation, Hampton Inn and Suites, Doubletree Hotels, Embassy Suites Hotels, and Homewood Suites. Hilton Hotels Corporation has grown to become the world's most recognized and most successful hotel company (Hilton Innovation, 2007). With the 2006 acquisition of Hilton International, Hilton Hotels Corporation became a global force with more than 2,800 hotels in more than 80 countries throughout the world (2007). Market Demographics The demographics for a diverse company such as Hilton offer a wide variety of customers. Hilton's target market includes the everyday business traveler, families on vacation, leisure travelers, and the convention business segment. After the events of September 11, the hotel...
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...Hilton worldwide Financial analysis: With the initialization of the company in the year 1919, it made a really good start and took out a lot of contemporary competitors during the period of the 20th century. By the end of the year 2013, Hilton worldwide underwent a drastic financial enhancement and there was an increase of 5.2 percent on the overall revenue for each and every room. In addition to that, the overall adjusted EBITDA was increased to a height of 13 percent. This was absolutely a huge financial enhancement for the company as it led to the generation of $2.21 billion as overall net unit growth and the overall unit growth was increased to 4.5% in the segment of management and Franchise. To establish a certain financial position in the commercial market, a company requires certain factors to be accomplished to attain the targeted financial objective. These factors include, setting up a common mission, a specific set of values and lastly proper strategic priorities. It was important for the company to shift into a capital centric model strategy that will allow making progress with less investment in keeping their focus on the global development strategy. The key step that was beneficial for the company was the performance driven work culture. Another important factor in the tourism and hospitality industry is the diversification. In simple terms, the global reach of a company also provides an estimate over the financial condition of it. The more global a company is able...
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...Hilton Case Executive Summary As the most recognized brand name in the lodging industry, Hilton is a diversified cooperation for its strong presence in all segments of hotels, casinos and vacation ownership. In terms of organizational strategy, Hilton Hotels Corporation relies on its scale, gaining members through its loyalty program and continuously expanding its hotel network. Beginning with acquisition of Promus Hotel Corporation, It now owns, manages, or franchises a portfolio of brands which includes Waldorf-Astoria Collection, Conrad International, Hilton Hotels, etc. With the focus of Customer Really Matter strategy, Hilton Hotel Corporation has invested much in CRM since 2002 aiming to build a broad customer base and the premier global hospitality business. Hilton Hotels Corporation considers customer as the most important component of their business, so they developed objectives to build a close long-term relationship with their customers. To provide consistent and outstanding service to its customers, the CRM initiative was primarily focus on its four categories of Best Guests: members of Hilton Honor program, 4+, Fast Rez members and local VIPs. Hilton achieves this tight relationship through recognition, personalization, service recovery, and customer analysis. Refer to the endnotes ix and x, the net revenue per call is a measure of efficiency of call center and that the conversion ratio measures how many calls were “closed” turning callers into bookers...
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...compromises of commercial organisations that specialise in providing accommodation, food and drink through voluntary exchange, and highlighted that the issue of human exchange is a hart of the hospitality concept. Barrows and Powers (2009) have pointed out that hospitality industry includes hotels and restaurants and other kinds of institutions that offer shelter or food or both of them to people away from their homes. Research conducted by Hayes and Ninemeier (2009) have stated that hospitality industry has often been described as a people business. Hospitality industry is UK’S fifth largest employer and plays vital role in UK industry, employing more than 2.4 million people. Hilton Hotels Corporation is the leading global hospitality company with more than 3,000 hotels in over 74 countries (Hilton Worldwide; 2012). Understanding group behaviour in an organisational environment is a challenge and great managerial tasks. A leading author, Mullins (2007) has pointed out that organisational behaviour is concerned with study of the behaviour of the people within organisation. In his research Singh (2007) argued that organisational behaviour is a way of thinking and it is directly concerned with understanding, prediction, and control of human behaviour and application of knowledge in the organisation. Following, Fox (2006) has stated that organisational behaviour refers to people behaviour in the groups within the working environment and the behaviour at the organisational system level...
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