Short clip: Hilton targets customer preferences with OnQ

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Speaker: Now Hilton is a very large-scale operation, 3,000 hotels, 500,000 rooms across 80 countries. How do you manage deploying technology across such a diverse set of properties?

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Speaker: Well, Dan, it's about trying to take the things that all hotels do, check in, check outs, taking reservations, taking care of the customer, consistently at all hotels through one common integrated technology platform that's proprietary to us called "on-queue." And then as you go into the various countries, you have localization requirements. You have differences by brand, as an example to services that are offered in a Hampton are going to be different from the Hilton. But without that base platform and it's consistency, it'd be awfully hard to do.

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Speaker: Now, tell me a little bit more about the on-queue platform. It's something you've built internally. It's proprietary. How does it give you enough competitive advantage to justify -- I guess it cost you about 50 million dollars -- building something proprietary?

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Speaker: Well, you know, Dan, it's like when your grandmother comes to your house. You know exactly who she is. You know exactly what she eats for breakfast. You know what kind of pillow she likes. You know whether she can climb the stairs or not, so you know what room to put them in. We have that same passion about our hotel business. We want to know who our customers are, and we want to take care of those customers every time that we have an opportunity to touch them. So the value of on-queue is primarily having that information with that in-depth knowledge about customers. Obviously, it's not gonna work across, you know, almost 3,000 hotels around the world. You can't do it on a three by five card. If you want to treat those customers consistently, the only way you're gonna do it is through technology.

==== Transcribed by Automatic Sync Technologies ====