CONCEPT MAP

Digital Key

Electric Vehicle Charging Support

Property Engagement Platform

Current digital tech

during service

pre-service

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Mobile Messaging System

Smart-TV

Online Booking

Website Filter

Reference:Hilton Traveler, H.T. (2024) Connectivity & Personalization : 2024 trends report, Stories From Hilton. Available at: https://stories.hilton.com/2024trends-connectivity-personalization (Accessed: 23 February 2024).

Website Filter

• Recent Hilton.com enhancements have included expanded search filters that help personalize and simplify the search experience.• Travelers have embraced these expanded filters, which take the guesswork out of the amenities and services that will be available upon arrival. • The top filters including: Airport Shuttle, EV Charging, Digital Key, Free Parking, and Pet-Friendly

Reference: Hilton Story, H.S. (2024) Connectivity & Personalization : 2024 trends report, Stories From Hilton. Available at: https://stories.hilton.com/2024trends-connectivity-personalization (Accessed: 23 February 2024).

Online Booking

• Hilton has empowered travelers to book directly at Hilton.com and through the Hilton Honors app for years and continues to expand the direct booking experience to meet customers’ evolving needs. • 66% of Baby Boomer Generation, 74% of Gen X, 86% of Millennial, and 83% of Gen Z prefer to book their trip entirely online.

Reference:Hilton Group, H.G. (2023) Hilton 2023 trends report, Powered by Ceros. Available at: https://view.ceros.com/hilton/hilton-2023-trends-report/p/16 (Accessed: 23 February 2024).

EV Charging Support

• In early 2022, Hilton introduced an EV charger search function on Hilton.com, recognizing the increased interest in EVs as well as the corresponding need for charging stations. • The filter makes it easier than ever for guests around the world to find properties with EV charging options. • Today, EV chargers are available at more than 1.500 hotel locations worldwide and growing.

Reference:Hilton, H. (2024) Connectivity & Personalization : 2024 trends report, Stories From Hilton. Available at: https://stories.hilton.com/2024trends-connectivity-personalization (Accessed: 23 February 2024).

Smart-TV

• Hilton’s Connected Room Experience enabled hotels welcome guests by name on the TV and allow them to control in-room technology using the Hilton Honors app on their phones, including personalizing their preferences for popular streaming apps, such as Netflix and iHeartRadio • Demand for personalized in-room technology has increased significantly and availability has surpassed 1,000 hotels.

Reference:Hilton, H. (2024) Connectivity & Personalization : 2024 trends report, Stories From Hilton. Available at: https://stories.hilton.com/2024trends-connectivity-personalization (Accessed: 23 February 2024).

Property Engagement Platform

• In 2023, Hilton introduced a new cloud-based Property Engagement Platform (PEP), which increases connectivity across various on-property technologies, speeding up computer-based transactions and allowing Hilton team members to focus on delivering more personalized service, including welcoming each guest personally and providing recommendations for dining and activities. • PEP is now powering more than 2,000 properties within the Hilton portfolio.

Reference:Hilton, H. (2024) Connectivity & Personalization : 2024 trends report, Stories From Hilton. Available at: https://stories.hilton.com/2024trends-connectivity-personalization (Accessed: 23 February 2024).

Mobile Messaging System

• Mobile messaging systems allow hotel teams to check in on the guest’s experience throughout the stay, enabling a two-way, immediate exchange to answer questions, address concerns, arrange experiences and more. • Mobile messaging within the Hilton Honors app and via SMS is currently deployed at more than 2,300 properties worldwide, with plans to expand to the entire portfolio in 2024.

Reference:Hilton Group, H.G. (2023) Hilton 2023 trends report, Powered by Ceros. Available at: https://view.ceros.com/hilton/hilton-2023-trends-report/p/16 (Accessed: 23 February 2024).

Digital Key

• Guests who are utilizing the Hilton Honors Digital Key, allowing users to bypass the front desk and go straight to their room.• From January through June of 2022, over 7.9 million Digital Keys were downloaded, globally. This popular technology is available at more than 80% of Hilton's more than 7,000 properties and growing.