The Role of IT in Hilton Hotel's Business Success and Challenges

This report provides a comprehensive analysis of the role of Information Technology (IT) in the success of Hilton Hotel. It begins with an introduction highlighting the crucial impact of IT on business, particularly in the service sector, and emphasizes the opportunities for global expansion. A literature review explores various IT tools used in different business functions, enabling companies to achieve their goals and interact directly with customers. The analysis and discussion section delves into how Hilton Hotel has leveraged IT to gain a competitive edge, improve customer service, and expand into new markets. The report examines the implementation of strategies, such as the use of social media for marketing, the development of a centralized database, and the automation of housekeeping services, including the OPERA system. The findings highlight how these IT tools have contributed to building a strong brand image, retaining customers, and improving staff productivity. The report also addresses ethical and social issues that may arise with IT implementation, such as potential impacts on employee culture and service quality. The conclusion summarizes the key takeaways, emphasizing the role of IT in Hilton Hotel's success and customer loyalty. Finally, the report includes a detailed references section with the sources used for the analysis.

Introduction to
Information
Technology

Table of Contents
ASSESSMENT 1.............................................................................................................................1
Covered in PPT............................................................................................................................1
ASSESSMNET 2.............................................................................................................................1
INTRODCUTION.......................................................................................................................1
LITERATUR REVIEW...............................................................................................................1
ANALYSIS AND DISCUSSION...............................................................................................4
FINDINGS...................................................................................................................................5
CONCLUSION............................................................................................................................5
REFERENCES................................................................................................................................7

ASSESSMENT 1
Covered in PPT
ASSESSMNET 2
INTRODCUTION
Information technology has played a crucial role in success or failure of business. this is
because now almost every business is been impacted due to evolution of IT. it has changed the
way of doing business. also, IT has created a platform and generated vast number of
opportunities to expand at global level (Urh, Vukovic and Jereb, 2015). it has been analyzed
that the major impact of IT is on service sector. it is because now services are provided online
and customer feedback is taken instantly. There are several companies in service sector which
has developed their own website. This is the main reason for their success and failure. Hilton
hotel has been able to gain competitive advantage in industry due to implementation of different
IT tools.
LITERATUR REVIEW
According to Fowler, Godin and Geddy, 2016, in present time, there are various types
of information technology tools which are been used by business. it has been used in different
business function and operation. Due to this companies are able to achieve their goals and
objectives in effective manner. It has also provided a platform to interact with people directly. in
hospitality industry there are variety of services which is been provided by organization. Also, its
customer base is not specific as people switch easily. They compare services of one company
with another. Therefore, it is necessary for company to retain them so that it can sustain for long
term. There are many companies who are not able to cope up with technological change. Hence,
their growth as well as service quality is been impacted. So, they have to suffer huge loss.
As said by Dumais and et.al., 2016, in similar way IT has played vital role in another
sector as well. It has become a success or failure factor of those companies. In hotel there are
many types of operations which are performed. Another major role IT has played in use of social
media in marketing of products and services. it has transformed the overall way of advertising.
Hotels are highly using social media platforms to promote their services. it has attracted large
number of people. Also, customer give their reviews and feedback on networking sites. In view
of DePoy and Gitlin, 2015, now people read comments and reviews and then chose hotel.
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Another thing in which technology is used is collecting data from social sites and analyzing it.
with help of it, changes are made in service quality.
Besides this, it has made it easy for service industry to provide services online and solve
their problems quickly. thus, ease in solving problem has enabled Hilton hotel to gain
satisfaction of customers. due to this, they have successfully retained them and built a loyal
customers base. As said by Pantano, Priporas and Baier, 2017, Hilton hotel is now highly
preferred by people due to their advance procedure of service providing. It has led to building a
good and positive brand image in the market. in addition to it, modified internal communication
process has increased efficiency of staff. The hotel operations are performed in systematic way.
furthermore, ease in communication has made employee self sufficient. They perform task in
creative way and are able to solve issues of customers properly.
In the view of Sanders and et.al., 2018, in earlier time Hilton hotel was not having a
proper structure through which hospitality services was provided. So, it affected in fulfilling
needs of customers. the services were not provided in time. this led to dissatisfaction in
customers. but after installation of IT application and software it has integrated many functional
units. Other than this, by implementation of online help desk Hilton hotel staff solve customers’
issues in real time. they promote services on social media. As elucidated by Ransbotham and
et.al., 2016, Hilton hotel has invested a lot in installing different application and software. For
example, Sales force cloud computing app is used where data and information of customers is
stored. The hotel is using OPERA app in housekeeping services. It has provided flexibility in
offering services. The overall process has become automated. it has also enhanced productivity
of staff.
According to Mendling and et.al., 2017, there are many ethical and social issues which
can been faced by Hilton hotel as well. It can affect on culture and performance of employees.
So, if network technology is established it might lead to change in offering of services. due to
this ethical issue may arise. The staff may not be honest in offering services. they can follow
discriminate practices in it. the staff can also violate code of conduct practices. They may not
follow proper practices which will creates ethical issue. furthermore, the standards that are set in
offering services might not be followed by employees. It will impact on service quality. Due to
this, customer satisfaction may get reduced. Also, it might lead to conflict between management
and staff. So, it will impact on culture of Hilton hotel. So, it will reduce their productivity and
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service quality. As elucidated by Urh, Vukovic and Jereb, 2015, alongside ethical, social
issues can also occur, it will damage the reputation of Hilton hotel. the social issue consists of
advancement in technology which force hotel to make changes accordingly. also, with change in
taste and culture of people procedure has to be modified accordingly.
In a study conducted by Fowler, Godin and Geddy, 2016, there are different types of
networking technology which has emerged. This has made it easy for companies to interconnect
worldwide where they are established. The service industry is highly benefited from it. it has
because it has integrated overall services. the selection of technology depends on nature and size
of business. moreover, it is necessary to maintain network so that data can be transferred in
smooth way. there are different technology which can be used by other companies as per their
requirements. the technologies are explained below:-
LAN- it refers to local area network which is established for a specific range that cover area of
100 meters to 1 km. they are most commonly used network. In this data and information is
transferred rapidly and safely. Particularly, LAN are used by small and medium size hotels. LAN
requires low cost to design and maintain.
MAN- it is larger than LAN but smaller than WAN. As name depicts MAN covers a
geographical area typically a city or region. it connects two or more computers located in
different cities (Dumais and et.al., 2016). The cost of developing and designing MAN is high.
also, it requires advance tools to maintain its efficiency.
WAN- it is very complex network which is largest than other. Generally, WAN are connected
through satellite thus, its frequency is low but range is high. the issue faced in WAN is
propagation delay. It requires huge cost to design it and high advance tools for maintaining.
PAN- it is referred as personal area network which is used for personal needs. It can be installed
within a building or apartment and contain only on system and router. The range of network is 10
to 100 meters. It is having high speed and bandwidth.
CAN- campus area network is used by college or universities to connect different departments. It
ranges varies from 1- 10 km. the speed and frequency of CAN is fast. These networks are not so
complex and can be maintained easily. Also, cost is not so high.
Every technology is having distinct features and functions through which they operate.
Therefore, it is necessary for companies to analyze each one so that its procs and cons are
determined. Also, it is required that network is maintained an updated in frequent time frame so
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that operations are not affected. There exists difference between different network (Difference
between network. 2016.). It can be classified as below :-
LAN MAN WAN
It is used by small hotel or
businesses.
It exists within a particular
city or country.
Wide area network which
can be connected at global
level. example – internet
The range is very low
varying from 100 meters to
1 km.
Range can vary from 100
km to 1000 km.
Range can be unlimited.
The network design is
simple and easy to
understand
Network design is little bit
complicated.
The design is very complex.
It requires less maintenance There occur some problems
in maintaining.
It is very difficult to
maintain WAN.
The speed and bandwidth is
high
The speed and bandwidth is
moderate.
The speed and bandwidth is
low.
There occur few issues due
to its high frequency.
Many issues occur which
impact its frequency.
The most common issue is
propagation delay.
ANALYSIS AND DISCUSSION
Hilton hotel is been able to expand in different markets by providing high quality services
to customer. They have created a strong network through to interact and solve people issues.
along with it, they have implemented strategies which has led to successfully operating in
hospitality industry (DePoy and Gitlin, 2015). Moreover, a proper network technology is been
designed and set up by Hilton hotel. By investing large amount in IT Hilton hotel is able to
make changes in process of delivering service. It will give them advantage to compete with
others and retain their customers. moreover, they will be able to solve customer issues instantly.
With help of it, they will gain trust of customers. but on the contrary, there are some drawback as
well. Hilton hotel will have to incur large amount on maintaining it. they will require a separate
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IT infrastructure to set up. In order to monitor and manage IT new employees and proper training
has to be provided to them.
FINDINGS
It has been analyzed by use of different IT tools, Hilton hotel has been able to build
strong competitive advantage in the market. also, they have established a network WAN which
has been useful in sharing of data. It has been useful in developing a centralized communication
structure and providing a definite way of performing operations. so, standards and code of
practices which are set in offering services is properly followed (Sanders and et.al., 2018). This
has resulted in maintaining of quality and satisfying customers. through this, they have retained
customers. With help of it, they are able to solve customer issues. moreover, Hilton hotel have
updated their database. They have developed a centralized database on which large data sets are
stored. So, it has become easy to access, update, etc. data of customers. there are many changes
made in housekeeping services. by installation of smart lock, customers can lock their rooms
from far away. It has helped in attracting large number of people. Thus, by analyzing data they
offer services to customers. the implementation of OPERA system has fastened in performing
housekeeping services. the areas where work was done manually is now automated. it has
enabled in providing service in time and gaining trust of customers.
CONCLUSION
From report it can be summarized that use of advance and high quality IT tools and
equipment’s has been success factor of Hilton hotel. The installation of various types of software
and application has ease process offering services. Through this, staff productivity has improved
resulting in gaining trust of customers. also, the retention level has raised leading to build in
loyal customer base. Hilton hotel implemented new method or process in housekeeping
operations. also, it can be concluded that by using different IT tools Hilton hotel has created such
a large or loyal customer base.
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REFERENCES
Books and journals
DePoy, E. and Gitlin, L.N., 2015. Introduction to Research-E-Book: Understanding and
Applying Multiple Strategies. Elsevier Health Sciences
Dumais, S. and et.al., 2016, January. Stuff I've seen: a system for personal information
retrieval and re-use. In ACM SIGIR Forum (Vol. 49, No. 2, pp. 28-35). ACM.
Fowler, B., Godin, J. and Geddy, M., 2016. Teaching Case Introduction to NoSQL in a
Traditional Database Course. Journal of Information Systems Education, 27(2), pp.99-103.
Mendling, J. and et.al., 2017. Challenges of smart business process management: An
introduction to the special issue.
Pantano, E., Priporas, C.V. and Baier, D., 2017. Guest editors’ introduction: smart interaction
with consumers: from co-creation to smart partnership. International Journal of Electronic
Commerce, 21(4), pp.449-453.
Ransbotham, S. and et.al., 2016. Special section introduction—ubiquitous IT and digital
vulnerabilities. Information Systems Research, 27(4), pp.834-847.
Sanders, T. and et.al., 2018. Introduction: Technology, social change and commercial sex
online. In Internet sex work (pp. 1-21). Palgrave Macmillan, Cham.
Urh, M., Vukovic, G. and Jereb, E., 2015. The model for introduction of gamification into e-
learning in higher education. Procedia-Social and Behavioral Sciences, 197, pp.388-397.
Online
Difference between network. 2016. [online] Available Through :
<https://techdifferences.com/difference-between-lan-man-and-wan.html>
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