Hilton has partnered with HotelKey on a new PMS platform that will eventually be implemented across more than 7,000 hotels globally, pivoting away from its legacy OnQ PMS.
The new technological solution enables in-person connections assisted by the Property Engagement Platform (PEP), developed jointly by Hilton and HotelKey. The new platform currently powers more than 1,000 properties in Hilton’s portfolio.
The platform’s ability to speed up computer-based transactions at the front desk and throughout the hotel has reduced guest wait times and increased the amount of time hotel team members can dedicate to providing personalized service.
Homewood Suites by Hilton Largo Washington, D.C., was the first hotel to implement PEP and is a testbed for the project’s rollout. PEP is expected to reach more than 7,000 hotels globally in the next three years.
“In addition to benefiting from our new property engagement platform, to achieve a more frictionless travel experience, guests can also engage in our other industry-leading digital innovations, such as enhanced booking options, Digital Key and Digital Key Share through the Hilton Honors app and personalized in-room technology,” said Michael Leidinger, Hilton’s senior vice president and chief information officer.
A recent Hilton report has revealed that 56% of consumers planning to travel this year said they were looking for an easier or “frictionless” travel experience. PEP, created exclusively to be used at Hilton properties, helps the hospitality group incorporate a suite of integrated software solutions to streamline operations, address guest and team member needs and identify cost efficiencies within a standard platform that can be scaled globally.
The collaboration is expected to improve the guest experience across Hilton’s 19 brands and lower team member upfront property management system training efforts from 40 to four hours by giving access to HotelKey’s TrainKey solution.
“Since implementing the PEP solution in early 2022, we rarely have a line at our front desk, allowing us to spend more time connecting with our guests,” said Andron Gordon, general manager, Homewood Suites by Hilton Largo Washington DC. “Our regular, extended stay guests are even noticing the dramatic changes in efficiency. We are huge fans of PEP.”
Gordon credited PEP for a significant reduction in the volume of team member training, daily technology and billing errors and for allowing more time to build relationships and connections with guests.
The implementation of PEP is part of Hilton’s efforts to combine technology with the light and warmth of hospitality, helping team members deliver reliable and friendly stays.
“Our partnership with Hilton is a testament to our hospitality platform technology and capabilities that allow a single property platform to serve many distinct brands across the globe. This engagement also highlights our partnership approach to integrate our technology as a part of the broader workflows of a large hotel enterprise,” said Fareed Ahmad, co-founder and CEO, HotelKey.
Besides Hilton, HotelKey has four big enterprise chains as its clients, including G6 Hospitality, Extended Stay America and Red Roof Inn. Founded in 2015, the company’s client portfolio comprises around 400,000 rooms live and more than 12,000 hotels under contract, including 500 independent hotels primarily in the U.S.
Along with its PMS solution, HotelKey also provides an enterprise-grade central reservations system, a POS system and other products and services specially designed for the hospitality industry.