Hilton Hotels: Brand Differentiation through Customer Relationship Management
Hilton hotel was founded by Conrad Hilton, and established in 1919. It has been operated in 78 countries, began with the mobley hotel in cisco, texas. The company went public under the name Hilton Hotels Corporation in 1946, with a portfolio of 15 properties in 11 states. After spinning off the international unit in 1964, Hilton focused on domestic growth in the lodging segment as well as through diversification into casinos and vacation ownership. A strong commitment to economies of scale was made in 2000 with the acquisition of Promus Hotel Corporation, a transaction that pushed Hilton close to the 1,700 properties mark. In 2005 Hilton Hotels bought back Hilton International, bringing about 400 Hilton properties into the fold. Organic growth also continued, and in September 2006 Hilton announce the opening of the 1,000th hotel in North America since the acquisition of Promus, a rate of one Hotel every two days. Poised to break the 3,000 properties mark, with a presence in 78 countries, and with a global workforce of over 100,000, Hilton was one of the largest lodging companies in the world.
Hilton wanted to be the first choice of the world’s traveler. We want enough distinct products at different price points in order to be considered by guests across the full spectrum of segments and reasons for traveling. Hilton Hotels Corporation defined itself as a brand management company devoted to taking excellent care of its guests, who collectively took over 50 million trips accounting for over 100 million room nights in the United States each year. The firm also catered to the needs of hotel owners and estimated that there were several billion dollars of real estate invested in the Hilton brands, and as a result Hilton becomes more profitable was through other people’s money. Hilton explained that one key measure of their success was willingness of owners to invest with them. They...
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