Hilton Tests New Ways to Increasingly Personalize Guest Bookings
Photo Credit: Hilton's Chris Silcock (left) speaks with Skift's Sean O'Neil at the Skift Future of Lodging Summit in London March 29, 2023. Skift
Skift Take
Strides in artificial intelligence will enable Hilton and many others to enhance and speed up personalization efforts. You ain't seen nothing yet.
Hilton transitioned its central reservations system into the cloud in 2020, enabling guests to book connected rooms, but it is testing several new features to more deeply personalize guest bookings and stays.
One pilot would enable guests to pre-book meals on a sometimes-sporadic schedule, as well as features such as parking, late checkout, and pet services as part of packages, said Chris Silcock, Hilton's chief commercial officer, at the Skift Future of Lodging Forum in London on Wednesday.
Sean O'Neill, Skift's senior hospitality editor, interviewed Silcock on stage about ho
