The OnQ System in Hilton Hotels
Introduction
The Hilton Hotels Corporation is recognized internationally as a preeminent hospitality company. It develops, owns and manages international luxury hotels, resorts and vacation ownership properties.The Hilton Hotel is one of the flagship brands and one of the largest hotel brands in the world. It has developed to be an international chain with 3900 hotels in 90 countries. As the flagship brand in hospitality industry, the application and innovation of ICT plan in Hilton hotel has a significant impact on the whole hospitality industry.
OnQ system in Hilton
OnQ™ is the Hilton Family of Hotels' proprietary technology platform that integrates multiple capabilities onto one system to support data collection, hotel reservations & sales, guest service, operations and business intelligence-gathering activities. It includes Hilton Central Reservation System, airline Global Distribution Systems, Hilton HHonors program, hiltonworldwide.com and so on.
Database
OnQ system works as a Ouchi Manager by summarizing and classifying booking information and then seeding it to various departments such as the number of guests, catering requirements, facilities requirements etc. Meanwhile, OnQ is also a large database which stored all information about guests. Classification is made according to guests' nationality, age, gender, preferences, eating habits and so on, and all brands of the Hilton Group can share these customer data. This benefits hotels to operate effectively and increase customer royalty.
In addition, OnQ is a significant channel to share information of hotels, resorts and vocation properties with individuals or travel agencies. By using the Central Reservation System, hotels can deliver the information about room types, rates, room inventories etc. It supports with multi-language, and all informations can be displayed automatically by the guest's profile language. Meanwhile, it allows hotels to set up rate structures flexibly based on percentage occupancy, stay length and arrival date. This will help hotels to manage inventory effectively and increase profitabilities.
Online reservation service
OnQ system allows customers to make room reservations at more than 3900 hotels in 90 countries from anywhere anytime through Internet or mobile phones by using the Hilton Central Reservation System. Furthermore, customers can also make a reservation of car, flight or other travel service. Guests can pay online through credit card (Visa, Master Card, AMEX, JCB) and PayPal. By booking online, customers can earn points which can be used cross all properties of Hilton Group. In addition, points earned on everyday purchases from Hilton partnerships airline, credit cards and retails can be used to book or upgrade room. This will benefit Hilton HHonors program which focus on customers loyalty, and promoting sales of rooms.
Except for online reservation, OnQ system provides Web-based check-in, it will enable guests with password-protected online account to select their room types with features based on preferences and history and check in their selected rooms on line in advance of arrival. Once the guest checks in via the Web, the hotel is notified electronically of the pending arrival. Then the hotel front desk completes all pre-arrival and check-in processes so that the guest's key card and registration packet are ready and waiting for guest's arrival. This provides greater convenience for guests and promote the image of Hilton brand among guests.
Hey Alisa, thanks for your post.
ReplyDeleteAs i understand OnQ system is a property of Hilton Hotel, but despite it, I think that this system can be useful in whole tourism and hospitality industry. In my opinion the OnQ supports the Hilton Hotels Corporation 'Customer Really Matters' (CRM) strategy and represents information that is available to team members on demand, prompting them to act on guest 'cues' - preferences and service-recovery alerts - that will delight customers and create a bond of loyalty in the whole hospitality industry. Moreover I think that OnQ also represents an integrated suite of tools that 'cue' hospitality industry operators to respond decisively to current market conditions and make informed business decisions based on historical trends and competitive data. That is why in my opinion, OnQ system can be connected with restaurants, travel agencies, museums, airlines, etc. Furthermore this system can be linked with the banking system (that i mentioned in my post) and RFID (which Coco mentioned in her blog), because these two systems can expand the database and usage of OnQ and also improve it. Alisa, are you agree with my point of view, or you have different vision?
Hey, Ksenia. I agree with your point.
DeleteOnQ system is based on the establishment of database. I think that it could increase the customer satisfaction as well. Alisa mentioned that OnQ system kept eyes on the customer preferences, so that it must help to provide better service.
Moreover, OnQ system as a use of E-commerce must use the banking system, the topic you discussed in your blog. Because the Online payment is the most common way for E-commerce.
Hi, Ksenia
DeleteThanks for your comment. Actually, the OnQ system mentioned in my blog is a technology platform which is supported by many technology systems such as Computer Reservation System, Global Distribution System, Banking System and so on.
The banking system mentioned in you blog is a very essential element in OnQ system since it supports the E-Commerce in Hilton hotels. Guests pay online with credit card (Visa, Master Card, AMEX, JCB) and PayPal is an application of Banking system.
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ReplyDeleteI appreciate that you emphasize the importance of database in hospitality industry. The establishment of database is the base of the ICT in the tourism and hospitality industry, isn't it? My research in the use of RFID in museum also discuss how it works. Thus, database and knowledge management system must be one of the most important elements for this industry.
ReplyDeleteWith the popularity of portable device, the increasing number of hotels recognized that E-commerce should be an integral part of a hotel's business strategy and operation – not an add-on. Nowadays,
E-commerce is a new and effective marketing tool to expand operations. Another reason why E-commerce could develop so fast is its convenience feature. Customers could book rooms by internet anytime and anywhere. As a result, the company could receive more reservations, because of the enlargement of channel. Meanwhile, E-commerce is good for advertisement. Everyone could search the company by Internet. It is a good way of increasing exposure With the improvement of database, the influence of E-commerce could be enhanced.
Thus, it could be used in tourism and hospitality industry, including restaurants, airlines, destinations. Actually, E-commerce is more and more common in this industry. Indeed, the museum also use E-commerce for selling their tickets. If there would be a exhibition, the museum will prefer to launch the information on their official website and open the online booking system in advance. I am interested in whether it could improve the reservation system.
HI Alisa,
ReplyDeleteIts very interesting that nearly everything in one system OnQ -HIlton's network technology system( Hilton's customer information system). Given the importance of technology and technological change, Hilton Hotels Corporation has taken a leading position in providing technology to hotels that is continually refreshed. I think by providing hotel with good technology become effective and helps make more profit. I think the Hilton Family of Hotels keep technology refreshed wich is very good. Also i think with OnQ system everyone benefits guest and hotel and can be useful not only in hotels but in all tourism sectors.
We mentioned only benefits of this system, is it any drawbacks of the OnQ at Hilton?