Hilton Hotels: An Examination of IT's Role in Business Development

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Information Technology and its application in the business
Scenario
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Table of Contents
Introduction......................................................................................................................................3
Literature review..............................................................................................................................4
Analysis and discussion...................................................................................................................7
Findings...........................................................................................................................................9
Conclusion.....................................................................................................................................10
Reference list.................................................................................................................................11
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Introduction
The report revolves around the improvement in the services within the services sectors through
the influence of information technology. The story has included the description of the world-
renowned service sectors in the hospitality management, Hilton hotels. Due to the advancement
in the technological industries, the information technologies have come into interactions with the
service sectors. Furthermore, these technological advancements have resulted from the
organisations with several benefits, which have enhanced the overall performance of the
organisations. The report includes a brief discussion of the impacts as well as the benefits that
the Hilton hotel receives from the information technologies. Moreover, the story consists of an
overall detailed analysis of the data through secondary research. The sampling technique used in
the study is qualitative where several questions have been asked to the customer regarding the
different preferences of IT within Hilton Hotels.
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Literature review
The advancement in the technological sectors has resulted in the growth as well as the
development of the hospitality sectors. However, to survive in the extremely high competitive
markets, the hospitality organisation has to keep all the possible facilities within their
organisation. Furthermore, to increase their overall customer satisfaction, the management of the
organisation has to apply several initiatives, which develops the overall creativity and ensures the
administration to create new build their existing products as well as services according to of the
current trend of the market (Bunakov et al., 2015).
The technological sectors have significant advancement in the last decade. The improvement in
the technical industries has resulted in the changes in the needs as well as requirements of the
customers. To increase the overall revenue of the organisation, the management has to make sure
that the products, as well as the services of the organisation, are meeting the requirements of the
customers. To assess the different conditions effectively, the function of the organisation needs
to be developed according to the existing trend of the market. Therefore, they have to analyse the
market and identify the strategies used by their competitors. This allows the organisation to
develop their services as well as strategies to increase the overall customer satisfaction.
The impact of Information technology
The Hilton hotels are one of the most renowned hospitality sectors in the world and therefore,
have to undertake several responsibilities to improve their respective services as well as
products. The impact of the advancement in the technological sectors has influenced the
management to improve their overall appearance as well as the way of approach. The personal
website of the organisation determines their method of strategy as well. The site is available to
everyone, and anyone with an internet connection can get access to it. Therefore, the
management has to design the site efficiently. The website of Hilton hotels includes all the
facilities, which are expected from a customer from their respective residence. The appropriate
use of the Information technology lead to the growth as well as the development of the
organisation, and therefore, Information technology is regarded as one of the critical elements
where the management has to provide their attention.
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An appropriate IT structure helps the Hilton Hotels to overcome several significant competitions
in the market. The application of the computer in the travel and tourism industry has become
compulsory. The efficient use of the information technology enables the organisation to perform
the PMS or the Property Management System efficiently. The practical application of the
information technology will allow the organisation to enhance their respective financial records,
efficiency, as well as qualities of the services, which are available to the customers. Furthermore,
the application of information technology will enable the management to increase their overall
flexibility.
Benefits of Information Technologies
The management of the organisation consists of several managers including the marketing, sales,
as well as financial managers who deliberately apply their efforts in the development as well as
the growth of the organisation. The role of the managers is to initiate several initiatives in order o
motivate and make a suitable recommendation within their respective sectors to increase the
overall revenue of the organisation. Information technology helps them with several efficiencies,
and henceforth there are several benefits of the information technologies, which the managers of
the management can enjoy. Information technologies help the managers in increasing their
overall proficiency and maintain their revenue at the same time (Xiang et al., 2015).
The Hilton Hotels manage the PMS or the Property Management System. The property
management system enables the management to provide the customers all the front desk
services, and with the advancement in the technological sectors, there are some of the additional
services, which are available at the PMS of Hilton Hotels (Oracle.com, 2019). The facilities
include foods and beverages, Revenue management, Spa management, Housekeeping and
maintenance as well as sales and catering. The PMS provides the administration as well as the
cutovers with several benefits, which not only allows the administration to increase the
respective revenue but also provides the customers with an enhanced experience. This results
from the customers to stick with the organisation as well.
Furthermore, there are other users of the LAN, MAN, as well as WAN, is used within the
hospitality sectors to increase their efficiency and connect with their branches regarding the
decision making the process of the organisation as well. The LAN or the Local Area Network
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allows the organisation to remain connected with themselves within their organisation. The
MAN or the Metropolitan Area Network enables the management to connect themselves within
their respective city or town, and the Wan or the Wide Area Network ensures a complete secured
connection throughout the world. This allows the organisation to remain connected with different
branches of the organisation throughout the world and transfer vital files with essential
documents about the organisation safely as well as directly.
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Analysis and discussion
The IT infrastructure in Hilton Hotels is very well developed, and it provides innovative features
among its services to its customers. There are different categories of IT networks within the
Hilton hotels such as LAN or local area network, MAN or Metropolitan area network and WAN
or Wide area network to name a few (Skilton, 2016). Secondary research will be carried out in
conducting the desk or internet research upon the Hilton hotels. Secondary analysis will receive
substantial information from the journals, articles, and newspapers. Secondary research method
will be apt for finding out the benefits or drawbacks of the use of Information technology within
Hilton hotels. The secondary research method will help in differentiating among the most
beneficial IT method with the lesser competent one (Sekaran and Bougie 2016). The utilisation
of Cloud ERP technology system and the Oracle Cloud system helps the Hilton hotels to provide
quality services to their customers. The qualitative analysis shall be involved within the research
method, which will include gathering data based on the different abstract aspects of the various
IT frameworks provided to the customers by the Hilton hotels (Moro et al., 2017).
The secondary research will involve the qualitative data analysis, which helps in clarifying the
potential advantages and disadvantages of the utilisation of the IT technology within Hilton
hotels. The secondary research followed will assist in justifying the ways by which the study is
being carried out. The various ethical issues applicable upon the IT technology are covered
within the data analysis, which is carried out. The data analysis helps in collecting the responses
from the customers of the Hilton hotels, which allows the management of the hotels to assess and
analyse the different IT frameworks and their activities within the organisations. The analysis
also brings out various methods by which the IT technological systems can be provided to the
customers (Weaver et al., 2017).
The different IT networks can be improved by the qualitative analysis being carried out upon the
various advantages and disadvantages of the IT networks utilised by the organisation. The
enquiries, which are not collected by the primary data analysis, are received by the qualitative
data analysis. The data analysis by the qualitative way helps in following the descriptive research
design and helps to collect the exact responses from the respondents who are the customers of
the organisation. Hilton hotels benefit from the research analysis and are guided by the findings,
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which helps them to improve the different methods of improving their IT system provision to
their customers. The data analysis, which follows the qualitative, manner of data collection helps
the organisation to carry out the IT systems within its operations and supports the organisation to
evolve the IT methods.
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Findings
The analysis, which is qualitative, helps to find out the number of customers who are satisfied
with the different methods of the network which they are provided with. The qualitative data
analysis along with the representation of the study with the help of data helps the organisation to
assess and analyse the performance of its IT services and supports the organisation to perform
the research in a short period. The interviewing of the customers helps the organisation to take
the viewpoints and feedbacks associated with the IT network systems provided to the customers
(Christopher, 2016). The analysis also takes into account the use of different IT networks such as
LAN, WAN and MAN within the organisational setup and helps the organisation to perform well
and provide high quality services to its customers. The findings will also include the statistical
representation of the data being analysed. This will help the organisation to find out the best
possible IT networks, which are to be provided to the customers for a long-term basis. The
customers are questions about their viewpoints of receiving the services from the hotel
management, and the responses of the customers help the administration to gather the views and
find out the best possible service available.
The analysis and the findings will also help Hilton hotels to judge the moral laws and policies,
which guide the various operations within the organisations (Ng, 2018). For instance, Hilton
hotels have to abide by or adhere to the IT laws and policies within its organisational setup to
ensure that proper IT services are provided to the people. Moreover, the IT services provided to
the customers have their benefits and drawbacks, which will be considered by the authorities so
that they can reject the lowest performing facility or IT, network and make use of the proper
infrastructure to provide the substantial services to their customers effectively. The data analysis
will further help Hilton hotels to enhance their brand image by taking the perfect steps or follow
the exemplary methods, which are required to execute the different operations related to IT
within the organisational setup.
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Conclusion
From the study, it is visible that incorporation of IT in the operations of the Hilton hotel has
resulted in increased productivity of the organisation. IT incorporation in the hotel's sector is not
a luxury item somewhat necessary one since it fosters growth within the organisational structure.
IT incorporation is needed since the hotel sector is the only sector that has direct interaction with
the customers and for this sector, it is very vital to reach customer satisfaction points. Hilton
hotel since its inception have incorporated various technological improvements in its purview,
and this incorporation has helped the organisation recognisable globally all over the world. The
ERP system used in Hilton helps it to maintain coordination between employees since lack of
coordination results in serious problems, which are mainly communication-related. ERP has
improved customer experience with the hotels since this ERP system used by Hilton allows the
customers to enjoy premium services by the hotel. Thus, IT system utilised by Hilton has only
promoted growth in its bundle and resulted in making the hotel a renowned one.
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Reference list
Bunakov, O.A., Zaitseva, N.A., Larionova, A.A., Chudnovskiy, A.D., Zhukova, M.A. and
Zhukov, V.A., 2015. Research on the evolution of management concepts of sustainable tourism
and hospitality development in the regions. Journal of Sustainable Development, 8(6), p.39.
Business Insider. (2019). A Hilton exec explains how technology keeps the hotel chain relevant
after nearly 100 years. [online] Available at https://www.businessinsider.com/how-technology-
keeps-hilton-hotels-relevant-2017-6?IR=T [Accessed 21 Jan. 2019].
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Moro, S., Rita, P. and Coelho, J., 2017. Stripping customers' feedback on hotels through data
mining: The case of the Las Vegas Strip. Tourism management perspectives, 23, pp.41-52.
Ng, P.C.D., 2018. How do national employment policies influence Human Resource practices?
A comparative study of the Integrated Resort and Hotel Industry in Macau and Singapore.
Oracle.com. (2019). What is Hotel PMS? Hotel Property Management System | Oracle India.
[online] Available at https://www.oracle.com/in/industries/hospitality/what-is-hotel-pms.html
[Accessed 21 Jan. 2019].
Skilton, M., 2016. Building Digital Ecosystem Architectures: A Guide to Enterprise Architecting
Digital Technologies in the Digital Enterprise. Springer.
Weaver, P., Jansen, L., Van Grootveld, G., Van Spiegel, E. and Vergragt, P., 2017. Sustainable
technology development. Routledge.
Xiang, Z., Magnini, V.P. and Fesenmaier, D.R., 2015. Information technology and consumer
behaviour in travel and tourism: Insights from travel planning using the internet. Journal of
Retailing and Consumer Services, 22, pp.244-249.
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