Hilton Reservations and Customer Care

1. Hilton Reservations and Customer Care

2. Hilton Reservations and Customer Care Overview Glasgow Shanghai Tokyo Dallas, TX Cairo Tampa, FL Mexico City Manila Nine global Call Centers handling over 34 million calls annually

3. Hilton Reservations and Customer Care Economic Perspective • Worldwide reservations and customer service functions for all HW Brands, the HHonors program, Brand.com and Travel Agencies • 3,000 Team Members globally who touch over 80,000 guests/day, in 65 countries, in 13 languages • 34 million guest contacts annually, 40% converted to a reservation • $3.5 billion in gross rooms revenue booked annually, 15% of all brands’ room revenues • Over 2,000 hotels in ResMax program, generating over $240 million in annual cross-sell revenue • 1,000+ employees working from home in industry-leading Hilton@Home program • Industry-leading technology Hilton Reservations and Customer Care handles 15% of all Hilton Worldwide bookings

4. Hilton Reservations and Customer Care Technology Real Time Agent Scorecard • HRCC Technology • Sophisticated call routing systems match customer needs to agent skills • Forecasting and scheduling software optimize manpower requirements • Work-at-Home technology replicates in-office environment, allowing access to expanded labour force • Performance management systems provide rich data and insight into agent performance • Automated Monitoring tools allow capture of voice and screen data to ensure quality Agent Performance is managed through Real Time Automated Scorecards

5. Hilton Reservations and Customer Care Focus on ResMax ResMax Technology • ResMax • On-property reservations handled by dedicated teams on specialized geographic desks • One-stop service: On-property reservations, worldwide reservations and Hilton HHonors member service support in one contact • Lower abandon rates and higher conversion/ADR than on-property • Cross-selling capability to create incremental revenue • Promoting and maintaining loyalty on all contacts • Advanced call centre technology allows for better forecasting and handling call volumes Over half of all Hilton Worldwide properties are on the ResMax program

6. HRCC Strategy • Grow low-cost, high-touch, high-contribution channel where most advantageous • Expand upon 2,000+ hotels in ResMax program, particularly in low-penetrated International Markets • Build upon $50M+/yr in HGV Contribution; explore other potential ancillary revenue opportunities • Continue to drive down unit costs • Continue to optimize low Domestic cost structure • Prepare International structure for rapid, cost-effective growth • Continue to optimize technology and organizational structure • Optimize and grow $3.5B in annual revenue • Leverage 34M+ guest contacts per year to drive service differentiation • Better utilize largest customer-facing organization in the company to gain/act upon customer insight • Increase Total Rev & Rev per contact • Increase CSAT • Reduce # of Service Contacts Revenue Optimization, Service Differentiation, Customer Insight • Increase # of Revenue Contacts • Grow # of ResMax Hotels • Increase Ancillary Revenue Growth Enabled/ Contacts Increased • Reduce Cost per Contact Lower Costs/ Optimize Structure HRCC Forward Strategy focuses on optimizing revenue, differentiating service and improving customer insight