Hilton Reservations and Customer Care 2011

Hilton Reservations and Customer Care Overview Glasgow Shanghai Dallas, TX Tokyo Cairo Tampa, FL Mexico City Manila Nine global Call Centers handling over 34 million calls annually

Hilton Reservations and Customer Care Economic Perspective Worldwide reservations and customer service functions for all HW Brands, the HHonors program, Brand.com and Travel Agencies 3,000 Team Members globally who touch over 80,000 guests/day, in 65 countries, in 13 languages 34 million guest contacts annually, 40% converted to a reservation $3.5 billion in gross rooms revenue booked annually, 15% of all brands’ room revenues Over 2,000 hotels in ResMax program, generating over $240 million in annual cross-sell revenue 1,000+ employees working from home in industry-leading Hilton@Home program Industry-leading technology Hilton Reservations and Customer Care handles 15% of all Hilton Worldwide bookings

Hilton Reservations and Customer Care Technology HRCC Technology Sophisticated call routing systems match customer needs to agent skills Forecasting and scheduling software optimize manpower requirements Work-at-Home technology replicates in-office environment, allowing access to expanded labour force Performance management systems provide rich data and insight into agent performance Automated Monitoring tools allow capture of voice and screen data to ensure quality Real Time Agent Scorecard Agent Performance is managed through Real Time Automated Scorecards

Hilton Reservations and Customer Care Focus on ResMax ResMax On-property reservations handled by dedicated teams on specialized geographic desks One-stop service: On-property reservations, worldwide reservations and Hilton HHonors member service support in one contact Lower abandon rates and higher conversion/ADR than on-property Cross-selling capability to create incremental revenue Promoting and maintaining loyalty on all contacts Advanced call centre technology allows for better forecasting and handling call volumes ResMax Technology Over half of all Hilton Worldwide properties are on the ResMax program

Revenue Optimization, Service Differentiation, Customer Insight HRCC Strategy Optimize and grow $3.5B in annual revenue Leverage 34M+ guest contacts per year to drive service differentiation Better utilize largest customer-facing organization in the company to gain/act upon customer insight Increase Total Rev & Rev per contact Increase CSAT Reduce # of Service Contacts Revenue Optimization, Service Differentiation, Customer Insight Grow low-cost, high-touch, high-contribution channel where most advantageous Expand upon 2,000+ hotels in ResMax program, particularly in low-penetrated International Markets Build upon $50M+/yr in HGV Contribution; explore other potential ancillary revenue opportunities Increase # of Revenue Contacts Grow # of ResMax Hotels Increase Ancillary Revenue Growth Enabled/ Contacts Increased Continue to drive down unit costs Continue to optimize low Domestic cost structure Prepare International structure for rapid, cost-effective growth Continue to optimize technology and organizational structure Reduce Cost per Contact Lower Costs/ Optimize Structure HRCC Forward Strategy focuses on optimizing revenue, differentiating service and improving customer insight