Hilton Business model and case study

Feb 3rd, 2012
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University of Maryland - College Park
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This is a detailed analysis of the famous hotel chain Hilton, its underlying business model and how it has leveraged CRM technologies to become one of the best brands in hospitality business.

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1.Hilton Hotels Corporation was well on its way to building the premier global hospitality business. Started in 1919, the company has come a long way in establishing its own mark through a series of strategies down the decades. Its strong focus on domestic growth in the lodging segment caused them to implement 'forward integration" by diversifying their business into casinos and vacation. Their primary model was based around "economies of scale" and aimed at acquiring as many hotels as possible since that would give them presence in each segment of the industry. According to them, having hotels in multitudes would cause the travellers to choose them more easily, making them their first choice. They wanted enough distinct products at distinct price in order to be considered by guests all across. Hilton aims at providing excellent care to customers and in return taps the "willingness to

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