Hilton Hotels Corporation

I. EXECUTIVE SUMMARY

The major problem of this situation analysis is the fact that without any technology, Hilton Hotel has no way of recognizing a customer. The corporation wanted to find a way to teach customers and see if they had a hard time at a HILTON HOTEL before and if they did, try even harder to make the stay peaceful. The problem was solved by the creation of an IT system called OnQ. This is a program that keeps customer information about previous stays including their personal information and how well the stay was for the customer. It is a decision support tool that helps make managerial decisions when a situation is to arise .

The OnQ has to be more than just a customer information system . It has to be developed into a decision support system. Hilton must record accurate customer data and be able to have this data presented clearly enough so that it can be used to help make decisions. Effective complaints management system that helps to resolve dissatisfaction faced by customers and ensuring it won't occur in future stay.

II. Statement of Problem

The necessity of this study is to specifically tackles on how to handle guest satisfaction. Hilton Hotels Corporation decided to create an information system called OnQ. OnQ will create a big help for being an advantage of the company. Specifically, this study intends to explore the significant impact of this problem to Hilton Hotels. It will present the differences in terms of service provided by Hilton Hotel before and during the spread of information system in the industry. This study will try to answer the following queries: