0. Hilton Reservations and Customer Care
2011

1. 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

2. 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 program
Industry-leading technology
Hilton Reservations and Customer Care handles 15% of all Hilton Worldwide bookings

3. 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

4. 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

5. 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