2015 Winner Profile

Hilton Worldwide Inc.

Project Description:
Hilton Worldwide rolled out digital check-in with room selection that lets Hilton HHonors loyalty program members pick the exact rooms they want for more than 650,000 rooms at more 4,200 properties. Using the HHonors app, website and mobile website, guests can choose their rooms from digital floor plans populated via the hotels available inventory. HHonors guests interact directly with the reservation system, so the information they receive is consistently up-to-date. The foundation for the project began in 2007 when Hilton overhauled its IT systems to adapt to a mobile-focused environment. Hilton spent years unifying 13 property-management systems, and developing and integrating mobile APIs. With digital check-in with room selection, Hilton is driving greater customer satisfaction and guest loyalty. By innovating a process that hadn't changed in decades -- hotel check-in -- Hilton provided relief for one of modern travelers' top frustrations: the inability to select their ideal room for themselves.
Project type:
Business Intelligence or Data Analytics, Enterprise Architecture, Mobile or Wireless
Business Functions:
New Product or Market, Marketing, IT Operations
Business Goal:
Strategic Impact or Competitive Advantage
Bill Murphy, CIO
Christopher Nassetta, President & CEO
McLean, Va.
Hospitality, Travel and Leisure
Revenue (2014):
$10.5 billion
View All 2015 Winners »