Hilton Family of Hotels launches proprietary OnQ system in Middle East & Africa

Launched for the first time in the region at Hilton Fujairah Resort in the U.A.E and Hilton Hurghada Resort in Egypt, OnQ (pronounced 'On Cue') represents an integrated suite of tools that will facilitate hotel operators to improve guest recognition at check-in points, provide enhanced levels of service based on real-time access to guest preferences, information about Hilton HHonors guest reward programme membership status, and past guest stays across all Hilton Family brands.

All 44 Hilton Family of Hotels in MEA and any new openings will migrate to this technology by end 2009.

Waseem Farouk, Senior Director of Information Technology for Hilton Hotels, Middle East & Africa, said:

"The multi-purpose platform will help us respond decisively to current market conditions and make informed business decisions based on the revenue maximisation tools built into the system. It will significantly facilitate better guest relations and powerful business intelligence through seamless information sharing across every guest touch point - the hotel front desk, reservations, the HHonors Service Centre and the brand websites.
"OnQ technology provides information to team members on demand - prompting them to act "on cue" to guest preferences and service recovery alerts - delighting customers and helping establish a bond of loyalty to our brands."

Hilton is the only major hospitality brand that has successfully launched such an advanced proprietary system utilising a single, common technology platform across all brands. The intuitive user-friendly design integrates all primary functions of a hotel, including front office, housekeeping, accounting, finance, human resources, night audit, groups and packages, revenue management, as well as forecast management.

Farouk added: "We anticipate greater return intent on the part of our loyal guests, increased market share, and higher profitability year-on-year for our hotels following the implementation of the OnQ system."

Based on the personal profile a guest provides through hotel or central reservations, the Hilton Family of Hotels websites, or through Hilton HHonors membership, a 'Guest Profile Manager' will be created for frequent guests. The 'frequent guest base' comprises HHonors members and guests who have stayed with the Hilton Family of Hotels approximately four times in the past year. The data, combined with guest stay history, will enable front desk team members to recognise guests at check-in and provide personalised services including:
• Welcoming a guest back if he or she has stayed at one of the hotels in the Hilton Family and is staying for the first-time at one of the sister brands
• Delivering top four guest preferences
• Accessing real-time information about an HHonors member's reward status
• Making requested adjustments to a guest's personal profile
• Changing a future reservation from the hotel in which a guest is currently staying

The OnQ technology can also address service issues that may have arisen during a past guest stay, resulting in increased service recovery and follow-through dedication to guest satisfaction.