Case ID: 501010     Solution ID: 31178     Words: 1560 Price $ 45

Hilton HHonors Worldwide Loyalty Wars Case Solution


Starwood Hotels Incorporation is one of the real resort and inn benefit industry in the market, rivaling Hilton Hotels on each part of Hotel administration. It has expanded its client base by presenting Customer faithfulness program which empowers clients to appreciate more noteworthy advantages all the time. This progression would expand the advantages for clients as well as increment the costs acquired by the organization. Hilton Group of Hotels and Resorts needs to break down the circumstance and act in a fitting way by presenting same sort of unwaveringness program or by picking an alternate methodology when contrasted with Starwood Resorts.

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Questions Covered

  1. Hotels are an unusual kind of product. Consumers buy a branded experience, but the experience is delivered far from corporate scrutiny, under various kinds of control – a manager, a franchisee or a property operator. How can a loyalty program help the property operator and brand owner manage customers better?
  2. Can you quantify the value of the HHonors program to Hilton? How does the value generated by the program compare to its cost?
  3. Now look at the program from the perspective of a franchisee. If the franchisee had the choice of putting the Hilton brand or one of the Starwood brands onto its property, how would they assess the value of doing so?
  4. Diskin points out that franchisees cheerfully pay 10% of room rates to travel agents. Imagine that a franchisee paid HHonors 10 cents per dollar instead of the current 4.5 cents. How would you recommend that HHonors should spend the additional revenue? Would the franchisee get value from the expenditure?
  5. What should Hilton do in response to Starwood?
  6. What is your evaluation of loyalty programs such as those used by airlines, stores, hotels etc?