Final Gate 4 Group 4 Marcus Boles Justin

Final Gate 4 Group 4 Marcus Boles Justin Bolton Matthew Duty Ambernique Johnson Xavier Robinson Nicole Smith

Gap Analysis Application Reserve/ Cancel Tied to HHonors Monitor account activity Offers hotel/location specific services Obtain hotel services HHonors X X X Conrad Concierge X X X Your Stay X X X Used in ALL Hilton locations Location Based Services X © 2012 Hilton Worldwide Confidential and Proprietary X X 1

Wireframe: Application Main Screen © 2012 Hilton Worldwide Confidential and Proprietary 2

Wireframe: Application Location Based Services © 2012 Hilton Worldwide Confidential and Proprietary 3

Executive Summary Deliverables PROJECT MILESTONE DESCRIPTION PLANNED DATE CONFIDENCE LEVEL (%) STATUS (GO/ NO-GO) Strategy Gate Review project needs against the stated business and technology strategy. Provide current status and any foreseeable risks. Notify IT and Business leadership that a new project has been requested. 3 -17 -14 100% Go Architecture Gate Validate that the project meets business, financial and technology goals. Validate that target architecture includes tools to measure CTR factors and influencing factors and assess them against stated NPV & quality goals. Review the business and technology justifications, NPV, current and target processes, high level requirements, business and technology architecture for the project. 3 -24 -14 100% Go Design / Test / Deploy / Monitor Gate Ensure design is completed per requirements and constraints identified during the Architecture phase. Including well defined production cutover plan is created. Testing cases are completed. Validate that the project continues to meet business, financial and technology goals. 4 -14 -14 100% Go Core IT Team Members Role Business Stakeholder Name Role Group Effort Operating Model Stockholders Group Effort Communication Plan Shares of stock owned of the company Group Effort Risk Analysis & Migration Franchise Owners Operates and owns hotels Group Effort CTR Analysis IT Department Responsible for inbound & outbound internet & app traffic Group Effort Use Cases & Activity Diagram Customers Use of app Group Effort Marketing Plan HHonors Special use of app © 2012 Hilton Worldwide Confidential and Proprietary 4

Executive Summary Proposal Situation/Opportunity: • The current HHonors app has features such as reserve/cancel room request, guest can monitor account activity, its tied HHonors on the network, and is used in all Hilton locations. • The current Conrad Concierge app has features such as reserve/cancel room request, offers hotel/location specific services, and obtains hotel service. • Guest complications Target State: • There is opportunity to create one app that consolidates the features of HHonors and Conrad Concierge. The app will be capable to determine guest requirements based on the guest reservation. Proposal: • Utilize app to offer hotel specific services to guests. • Market location based services of the restaurant, gift shop, and other amenities located in the hotel where the guest is staying. © 2012 Hilton Worldwide Confidential and Proprietary 5

Test Gate Deliverables and Approval Status Deliverables (In Process, Reviewed, Not Started, etc) (1, 3 or 5) Reviewed by Hilton Team Completeness (Y/N) Approvers (Team Business Leads) Critical Factors to Consider Executive Summary Reviewed 5 Y Increasing customer satisfaction Marcus Boles, Justin Bolton while increasing customer retention rates Stakeholder Analysis Reviewed 5 Y Nicole Smith, Ambernique Johnson, How will each stakeholder respond to the suggested project Job Impact Analysis Reviewed 5 Y Ambernique Johnson, Marcus Boles How will one’s job duties change as a result of the implementation of the proposed project Updated Communications Plan, Operating Manuals & SOPs Reviewed 5 Y Xavier Robinson, Nicole Smith How can we be sure that everything is covered, and stays current, moving into the future Training Strategy Reviewed 5 Y Matt Duty, Justin Bolton How effective will our strategy be when applied to the entirety of our diverse staff Test Scenarios Reviewed 5 Y Xavier Robinson, Matt Duty, Justin Bolton Wireframes Reviewed 5 Y Are we sure that are important events are tested to the best of our extent. Is this characteristic of Hilton to sell Xavier Robinson, Matt Duty our product, especially in user friendliness © 2012 Hilton Worldwide Confidential and Proprietary

Metrics and Measurements Metrics Description/Purpose Measurements Raise Application Traffic The current HHonors application will see an increase in traffic due to the added features for customer use. The requests and activity made via the application can be tracked to show the upward trends in activity. Increasing User Loyalty Customers will have greater access to features, amenities, and communication methods. Since the application traffic can be monitored, customers that use the application can also be monitored to determine if they have used the application multiple times. Increase Customer Service Customers will be able to request services or information more quickly which reduces their wait time. Return customers and SALT (Service And Loyalty Tracking) scores will be used to gauge trends in customer satisfaction. Increase Revenue of Restaurants and Other Amenities Specific restaurants and amenities will be offered and advertised to customers based on their location offering customers greater convenience. Revenue of restaurants and amenities will be compared to identify trends that show an increase in revenue. © 2012 Hilton Worldwide Confidential and Proprietary 7

CTR Analysis Key Factors • • Raise App Traffic Increase User Loyalty Increase Customer Service Increase Revenues of Restaurants And Other Amenities Influencing Factors Comments Develop Further App Ease of Use Develop a user friendly app that is always being updated based on customer feedback. Increase Technology Integration Rates Basically we want as many customers to have access to the app as possible and for the services of the app to be available though out all the Hilton Brands. Training Staff With Hotel Technologies Make sure the staff is fully trained on how to use the app and know all its features to promote customer assurance. Market To Increase Customer Awareness Make sure current HHonors members and future guests know about the new app and its features. © 2012 Hilton Worldwide Confidential and Proprietary 8

CTR Analysis Insert CTR Bar Chart here © 2012 Hilton Worldwide Confidential and Proprietary

Stakeholder Analysis Stakeholder Level Of Influence Degree Of Impacted Change Perception Of The Project Hilton Executives High Very important Complete Hilton Managers High Very important Complete Hilton Team Members High Medium Useful Complete Hilton Honors Members Medium Vital Adoption Hilton Guests Low Medium High Persuasive Adoption Shareholders High Medium Vital Complete Competition High Useful None © 2012 Hilton Worldwide Confidential and Proprietary Level Of Commitment Needed 10

Job Impact Assessment Impacted Areas • Front Desk & front desk staff • Guests of the hotel • Engineering/Maintenance staff for business applications dealing with the hotel • Hotel management & Human Resource department • Guest service staff People Impact • Thoroughly trained staff • Union Impact • Non-union Impact Mitigation • Pervasive teaching and training • Accessibility to guests © 2012 Hilton Worldwide Confidential and Proprietary 11

Change Management: Communications & Marketing Plan Audience Application Developers Key Messages Deliverable / Vehicle Feedback, loopback Hilton Team Members Changes to app and training on how to use application Hilton Human Resources Training, Turnover rate Performance, Maintenance Approvers Target Release Meetings, E-mail Corporate Management-CEO Justin, Xavier, Matt Apr-14 Training classes, learning manuals Project Team Marcus, Nicole Apr-14 Presentations & meetings Project Team Ambernique, Justin, Nicole May-15 Project Team Xavier, Nicole May-15 Matt, Marcus, Ambernique May-15 Matt, Xavier May-15 Justin, Matt Jun-15 Marcus, Matt, Ambernique Jun-15 Hilton Sales & Marketing strategy Meetings, Information sessions Hilton Engineering Owner/Lead Email, Application Project Manager information dealing with coding & testing Meetings, emails Hilton Managers Hilton Finance Profitability, cost, Department and modeling Hilton Honors Members Updates and E-mail Hilton Managers features of the new application Hilton Guests Features of the E-Commerce (Social Project Team application Media, Website, Online Advertisements, Facebook, Twitter, etc. ) © 2012 Hilton Worldwide Confidential and Proprietary 12

Training Timeline • What type of training will be used? q Hands-on demonstration, interactive e. Learning, handouts, and reference guides • What is the timeline for training based on your project plan? q Approximately 6 months. • Who will do the training? q Project team, e. Learning, management, handouts, reference guides and demos • What formats will training be available to the end user? q Employees: reference guides, help desk, e. Learning q Guests: demonstrations, front desk assistance, handouts, and reference guides © 2012 Hilton Worldwide Confidential and Proprietary 13

Project Timeline © 2012 Hilton Worldwide Confidential and Proprietary 14

Training Timeline © 2012 Hilton Worldwide Confidential and Proprietary 15

Training Materials Components • Where will training materials be housed? q Information Technology Department, Confluence, and online at onqinsider. hilton. com • Who will have access to training materials? q All Hilton team members • Who will review the training materials? q Hilton managers of hotels, Human Resources, Team Members • How will it be distributed to hotels? q Webinars, e-mails, conference calls, and announcements on the Hilton employee website (On. Q) and Confluence • Example of interface q Confluence, e. Learning, and online on Team Members website © 2012 Hilton Worldwide Confidential and Proprietary 16

Complications of Your Stay • Training an aging staff on new and ever-changing technologies. • Creating technology infrastructures in existing/older hotels. • Being relevant and useful to the wide range of brands and quality of Hilton. • Multiple franchised brands resisting technology upgrades. • Customer backlash / feeling uncomfortable with app features. Toll Gate © 2012 Hilton Worldwide Confidential and Proprietary 17