2016 Winner Profile

Hilton Worldwide

Project Description:
To drive greater customer satisfaction and build guest loyalty, Hilton Worldwide developed Digital Key, a bluetooth-enabled keyless entry solution that's hosted on the Hilton HHonors app. Digital Key gives members access to secured hotel facilities such as their room, pool and gym via their smartphone. The day before a stay booked directly with Hilton, HHonors members can select their room from a digital floor plan using digital check-in and are offered a Digital Key. If they opt in, the Digital Key is issued via the HHonors app on the day of their arrival. Since the tool's launch, HHonors members have requested more than 55,000 Digital Keys, and more than 72 percent of guests who use digital check-in have opted into Digital Key. In addition, giving guests access to processes traditionally managed by the front desk has given staff more time for personalized guest services.
Business Functions:
IT, Marketing, Other
Business Goal:
Customer Experience
Bill Murphy, Chief Information Officer
Christopher Nassetta, Chief Executive Officer
McLean, Va.
Hospitality, Travel & Leisure
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