On November 11, 1998, Hilton Hotels Corporation announced their new technology direction for 1999 and the Millennium.  This technology is to feature a new, state-of-the-art entertainment and information service that will revolutionize the hotel guest experience. 

This new technology solution is the first of its kind in the hospitality industry, providing business and leisure traveler’s access to a comprehensive range of interactive services.  This solution is called Essential Guest Services Network (EGSN) and will be implemented at most of Hilton Hotel’s worldwide properties. 

EGSN makes a wide range of services available from a single, touch-screen interface on a desk in the hotel guest room.  Traditionally, hotel guests use a variety of ways to access information while traveling – including information on hotel features and business services as well as local dining, recreational, and entertainment activities. 

This new solution will eliminate the need for much of the hotel collateral material as well as telephone calls to hotel concierge staff and to local attractions.  It also provides access to popular office productivity software and the guest’s own electronic mail, liberating travelers from the need to carry laptop computers.

 4GL Solutions, Inc. is a member of the distinguished set of consortium members (Unisys, ComCierge, CAIS Internet, and TouchSystems) that will be providing this technology.  

 4GL Solutions, Inc. had the responsibility of building the Data Warehouse/Data Analysis environment to capture guest information acquired by ESGN.  The Data WareHouse incorporates data capturing and various tool set technologies.   This environment enables Hilton Hotels to gain a significant competitive advantage in optimized information understanding and value such as: the management of Guest relationships by analyzing Guest segments, target marketing and promotion effectiveness, Guest profitability, Guest loyalty and retention.  In addition, this information WareHouse provides critical data to help determine the positioning of products/promotions/retail by affinity analysis showing the possibilities for cross-selling, upselling and strategic products/promotions/retail bundling.  Furthermore hotels can concentrate on the management of Guest relations by gaining an analytical understanding of the patterns of retention.   In short, the Data WareHouse profiles a historical perspective on Guest activity and buying patterns.