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This paper examines the overall use of CRM systems and then examines the property level satisfaction metrics that can be found on SALT. The two metrics that the individual property could have the most effect on with the lowest budget were determined to be Digital Key and Digital Check-In, which make up the Digital Platform. This Digital Platform is accessed through the Hilton Honors app, which is a loyalty program created by Hilton. There are four tiers of Honors Members within the loyalty program: Blue, Silver, Gold, and Diamond. Blue members make up most of the membership base in general, however, at the local property examined, 60% of all guests are Gold and Diamond. Therefore, the research done within this paper focuses on improving overall Digital Platform satisfaction of Gold and Diamond members who are key business travelers that bring in revenue to the specific property examine.
The research collected for this project was done through observations of guests from the perspective of a Front Desk Agent, interviews with guests, analysis of SALT scores and guest reviews, and firsthand experiences of using Digital Key at local competitors of the local property. Through these analyses, the main problems that were compiled were internet connectivity, confusing property layout, Digital Key allotment and activation, technological issues with the Digital Key and hardware at the property, Digital Check-In and room selection, and negative reception of Hilton Honors Members. The solutions that were suggested focus on excellent customer service, increased training of Front Desk Agents regarding Digital Platform and Hilton Honors recognition, adding wi-fi routers throughout the hotel, adding Hilton Honors stickers to entrances, adding digital reader maps, and having the Director of Front Office Operations ensure that they are updating the Digital Platform frequently with rooms for members to choose.
As the world’s population continues to readjust in response to the COVID-19 Pandemic, shifts in work and travel patterns have changed drastically. The Pandemic proved that a lot of jobs can be done at home, and as a result the desire for leisure travel has increased significantly. Despite this, will employers acknowledge this greater interest for leisure travel from their employees as regressions in COVID mandates continue and individuals return to in-person work? Most developed nations around the world have some form of federal legislation that requires employers to offer their employees paid vacation time. The United States, in contrast, is one of the very few countries that does not have such legislation and leaves it up to the discretion of employers. This thesis will explain why the United States needs to guarantee paid vacation time and how it can benefit the people, the employers, and the government. It will examine the reasons why the United States government has delayed guaranteeing paid vacation time-off to all workers, as well as understand how paid vacation time-off and other paid time-off (PTO) options can benefit a worker’s overall health and their performance levels at work. This thesis will also examine how other countries have managed to guarantee paid vacation time and how such legislation has affected these nation’s economies, productivity, and psychology of their people.