News

Hilton Hotels accelerates kiosk deployment

September 6, 2004

Beverly Hills, Calif. -- Hilton Hotels Corporation has completed deployment of its proprietary technology platform called OnQ across all of its more than 2,200 Hilton Family Hotels.

Using the OnQ technology as an enabler, Hilton developed, tested and deployed pilot kiosks in three months and is accelerating installations in more hotels in additional cities. Thirty kiosks now are deployed within seven hotels in Boston, Chicago, New York, and San Francisco. The company is planning to install check-in kiosks in a total of 45 hotels (100 kiosks combined) across all brands by year end. Deployment will focus on its company-owned and managed metropolitan-area and airport hotels.

Self-service kiosks currently are being used by 10 to 12 percent of guests on average within the hotels that offer the service. In some hotels, as much as 35 percent of the eligible guests are using the technology, far exceeding company expectations. Guest services staff assigned to the kiosk area are available to assist guests who have questions.

Current enhanced-service applications for the kiosks include room check-in (ability to select the room, disbursement of room keys, and printing of registration information), check-out (printing of folio), personalized messaging to guests, and coupons for hotel services in selected locations. Upcoming enhancements include expanded ability to offer visual room selection, hotel services such as bundled high-speed Internet access and phone services, up-selling to executive floors, and resort package options.