Hilton Hotel Case Study Solution

Describe the problem that you have identified?

A problem the Hilton regularly faces is better reservation system for customers to be able to arrange to their specific wants and needs and for Hilton to be more flexible to hotel stayers regardless of their relationship to the hotel. For first time customers who don’t have any loyalty relationship to the Hilton to be able to better attended to their needs and be able to build a better relationship so they can stay potential on-going customers. All customers regardless of customer loyalty should be treated equally and be able to access the same amenities as long term customers. Hilton hotels offer a honours member points system for staying at hotels and resorts within the Hiltons Portfolio. For

First time customers will not be able to access certain benefits such as certain discounts that are available for Hilton Honor Members, digital check-in, complimentary internet access, quick reservation and check-ins based on their room preferences, and late/express check out. Hilton Hotels started their points program for guests that tend to travel more often so they may be able to access benefits that may not be offered at other competitors, but the Hilton Hotel may lose first time hotel stayers. With first time guests having to pay extra from certain amenities such as conference rooms, spa or the gym as well as other basic hotel services such as access to wifi, or room service first time guest may feel there are overpaying for their

Another impact this problem may have on the business is the legal consequences if the business is found at fault for unauthorized malware targeting it payment system. In the past Hilton Worldwide Holding Inc agreed to pay $700,000 to New York and Vermont as part of a settlement due to the hotel chain’s lack of reasonable data security as well as waiting 9-1/2 months after learning of the first and more than three months after leaning of the second breach to inform customers. Due to these breaches more than 363,00 customer credit card numbers were exposed. New York Attorney General Eric Schneiderman stated that a breach that occurred in late 2014 happened when a Hilton system in the United Kingdom began communicating with a suspicious outside computer. Included in the settlement agreement with the Attorney General of New York and Vermont settlement required the Hilton to reveal breaks quicker, enhance checking for potential dangers and cling to information security principles utilized as a part of the card business.

Swim Lane Diagram The swim lane diagram above shows the process that is affected by one of Hilton’s problems.

The gaps and disconnects in the process that are the source of the problem. Some of the gaps and disconnects