Getting hotel food to move at the speed of Uber Eats.
Context
Hilton guests often perceive room service as slow and frustrating, exposing a disconnect between the brand’s guest experience standards and Hilton’s current F&B operation model.
Insight
Sentiment analysis shows negative reviews nearly 2x when food service is mentioned. Business travelers expect on-demand ordering and live tracking, directing their spend to Uber Eats and similar platforms. Meeting guests on their phones recaptures that revenue without stepping outside Hilton's northstar of being the most hospitable company in the world.
Execution
We designed a pre-order feature inside the Hilton app that lets guests schedule restaurant and room service meals before they arrive. We pitched to brand executives at Hilton and Deloitte and placed 2nd out of 30 teams.
