Hilton Hotels Enriching Guest Experience With Smartphone Technology
By Megan Zielinski, contributing writer
Hilton Hotels is turning the iPhone and iPad into a tool for guests to easily book hotel rooms, check-in and out, request delivery service, and even unlock their doors without ever needing to hold on to a room key—enhancing the overall hotel stay and processing experience for guests.
Since 2007, Hilton Brands has invested $550 million dollars into new technologies, combining 13 property-management systems into one, swapping outdated servers and equipment for a new digital platform—and now furthering advances by integrating smartphone capabilities.
With the free Hilton HHonors app, visitors at all Hilton properties can now book reservations, change and cancel reservations, utilize the GPS feature to book rooms at nearest location last minute, send specific requests on details of rooms, manage their Hilton HHonors account, track past stays and receipts, and browse all Hilton resorts for the most-fitting options based on photos of facilities, provided services, and maps—all at the convenience of their fingertips. Members collect points through the app for each visit, which can be used to pay for rooms, upgrade from basic accommodations to deluxe suites, and receive other complimentary room upgrades such as WiFi, free delivered breakfast, and beverages. "We are giving customers unprecedented choice and control at scale, and in the palm of their hands," says Christopher Nassetta, Hilton's chief executive.
By the end of summer, guests will be able to see the location of six brands including the luxurious Waldorf Astoria Hotel in engaging real-time view, and choose their choice of rooms with their iPhone or iPad. The biggest change to be implemented as of next year—all Hilton properties will allow for guests to walk right into the hotel, bypassing any front desk interaction, as they can access their room with the scan of their iPhone or iPad. This service is expected to improve the guest experience and cut costs for the corporation as the advances in smartphone adaption eliminates the need for front desk staff.
Hilton’s initiative is to better-connect with millennial guests, collecting information and delivering personalized promotions along with providing fast, easy services—staying up-to-date with the generation of technology-evolved. Competing hotel chains such as Marriot, are also pursuing mobile opportunities to better improve the guest experience.
Hilton Hotels, widely recognized in the hotel industry as an “innovative leader of hospitality,” with stylish and affordable stays, owns over 4,200 locations in 92 countries across the globe. Visitors can take advantage of using their smartphones incorporated with the line of eleven brands including Luxury choices such as Conrad Hotels and Resorts, and Waldorf Astoria Hotels and Resorts. The Full Service hotels including Curio, Embassy Suites, Hilton Hotels and Resorts, and DoubleTree. And Focused Service choices including the Hilton Garden Inn, Hamptons, Homewood Suites, and Home2 Suites.