Hilton Reservations and Customer Care

2011

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OverviewHilton Reservations and Customer Care

Nine global Call Centers handling over 34 million calls annually

Dallas, TX

Tampa, FL

Mexico City

Glasgow

Cairo

Shanghai Tokyo

Manila

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• 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

Economic PerspectiveHilton Reservations and Customer Care

Hilton Reservations and Customer Care handles 15% of all Hilton Worldwide bookings

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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

TechnologyHilton Reservations and Customer Care

Agent Performance is managed through Real Time Automated Scorecards

Real Time Agent Scorecard

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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

Focus on ResMaxHilton Reservations and Customer Care

Over half of all Hilton Worldwide properties are on the ResMax program

ResMax Technology

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HRCC Strategy

HRCC Forward Strategy focuses on optimizing revenue, differentiating service and improving customer insight

Revenue Optimization,

Service Differentiation,

Customer Insight

Growth Enabled/Contacts Increased

Lower Costs/Optimize Structure

• Increase Total Rev & Rev per contact• Increase CSAT• Reduce # of Service Contacts

• Increase # of Revenue Contacts

• Grow # of ResMax Hotels• Increase Ancillary Revenue

• Reduce Cost per Contact

• 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

• 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

• 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