Frequently Asked Questions (FAQs)

 

 

PIM SUPPORT

The fastest way to get support for PiM related issues is to submit a ticket:

1. Log in to the Lobby at https://Lobby.Hilton.com

2. Click the Question Mark at the top right corner of the screen.

   

3. Choose the appropriate Support Option for Corporate or Hotel support:

   

1. For Hotel Users, please contact your Brand Performance Support team first before submitting a ticket.

4. Follow the steps on the screen to submit the support ticket (Either email, Chat or call).

5. Ask support to assign the ticket to PIM Support team.

HOW DO I GET ACCESS TO PIM?  

You MUST have an Identity Management (IDM) account to access the PiM Application.

• Once you have access to PIM, you can log in using https://Lobby.Hilton.com,

  • Click My Applications

  • Select the OnQ PiM Web Application. (If you don’t see PIM under My Applications, verify it is associated with your IDM account.)

• Within PiM, we have a couple levels of security

  • Hotels users can only view the hotels associated with their IDM account. There is only one role for Hotel Users.

  • Corporate users can view hotels based on the following:

    1. The Facility Security Group associated with the PiM account will determine the facilities Corporate Users can view/edit in PiM based on the Facility Status types.

       Facility Group	Facility Statuses included in the Security Group (You will only be able to view the facilities in the statuses associated with the specific facility security group.)
       Open & After Properties (Default)	Open, Closed, Seasonal Closure, Temporarily Removed
       Execution & After Properties	Open, Planned, Under Construction, Never Opened/Fast Track, Closed, Seasonal Closure, Temporarily Removed, Terminated, Temporary Facility – Brand Change Underway;
       All Properties	Application Circulating, Application Denied, Application Received, Approved, Approved w/Contingency, Closed, Dead Deal, Never Opened/Fast Track, None, Open, Planned, Rescinded, Seasonal Closure, Temporarily Removed, Temporary Facility – Brand Change Underway, Terminated, Under Construction, Withdrawn

    2. The Role assigned to your user ID will determine the screens you can view/edit in PiM.

       1. By default, PiM users are assigned the Inquiry Only role. If you need additional access, you will need to fill out an authorization form and obtain the appropriate approvals.

HOTEL USER Access:

Hotel Users can only access hotels in PiM that are associated with your IDM account. If you cannot see a hotel in PIM, please verify the hotel is associated with your IDM account. You can access IDM at https://ID.Hilton.com

CORPORATE USER Access:

1. Log in to the Identity Management (IDM) Tool: https://id.hilton.com/identityiq/login.jsf

2. Under Lobby Security, click Lobby Application Change

3. On the Applications screen, click the checkbox in the AD&C section for OnQ PiM (Web Interface)

4. Click Submit Request

5. Verify that PiM is displayed in the list under Add Lobby Application List on the Review User Account Attributes screen then Click the Submit Request button

6. This change will not take effect until it is approved by a supervisor.

7. After your access to PiM has been approved in ID Management, you must log in to the PiM application via the Lobby to create your account. (NOTE: It will be Inquiry Only until additional access is granted.)

8. Once you have the access in IDM

   1. Copy the information below and obtain the appropriate approvals for the Security Group in PiM. (Please ensure you obtain the appropriate email approval based on the table in the authorization form below.)

   2. Send the information below and appropriate approval email to PiM_Administrator@hilton.com .

----------------------------------------COPY THIS INTO YOUR EMAIL-------------------------------------------

First/Last Name:_______________________ User ID:______________________________

Justification for access (Please include a brief explanation of why the access is needed:

___________________________________________________________________________

IMPORTANT:

If possible, include the name of an existing user who already accesses this system

OR identify the role that you are requesting. This is necessary so the proper privileges

and permissions can be established for you.

Set up with the same privileges as (or

Specify Role)               __________________________________________

Include Access to Facility Status Types (PiM application determines the facilities a user has access to view/update

based on the facility status. Please select ONLY ONE group for your access and obtain the appropriate approvals.

Access WILL NOT be granted without appropriate approval. )

Select Group (Place an X below in on Group)	Facility Group	Facility Statuses included in the Security Group (You will only be able to view the facilities in the statuses associated with the specific facility security group.)	Approval Required
	Open & After Properties	Open, Closed, Seasonal Closure, Temporarily Removed	Supervisor’s approval.
	Execution & After Properties	Open, Planned, Under Construction, Never Opened/Fast Track, Closed, Seasonal Closure, Temporarily Removed, Terminated, Temporary Facility – Brand Change Underway;	Supervisor’s approval.
	All Properties	Application Circulating, Application Denied, Application Received, Approved, Approved w/Contingency, Closed, Dead Deal, Never Opened/Fast Track, None, Open, Planned, Rescinded, Seasonal Closure, Temporarily Removed, Temporary Facility – Brand Change Underway, Terminated, Under Construction, Withdrawn	SVP Approval Required due to sensitivity of data – This is because the group includes data for facilities that do not have signed contracts.

----------------------------------------END OF AUTHORIZATION FORM-------------------------------------------

I updated information in the Marketing Module, why don't I see the changes on brand.com?

The information that is modified in OnQ PiM is not immediately updated in the down line systems like brand.com. The updated information from the Marketing Module is sent to down line systems after the nightly job completes. It can take up to 48 hours (2 business days) for the date to be updated in all the systems that use the PiM Data.

I can't see my hotel information, what do I do?

Your hotel must be associated with your OnQ Insider user id and your OnQ PiM account before you can see the information in OnQ PiM.

What is the difference between removing a contact and deleting information from the OnQ Property Information Manager application?

1. The Remove feature will remove the contact association. The information is still in our database, but the association is no longer visible. The history of the contact association is retained in our database for reporting purposes.

2. Deleting a record will delete the record in our database along with all of it's associations. Once the information is deleted from the database, it is no longer available.

What is the difference between the Start Date and the Date Value?

1. Date Value - actual date of the date type.

2. Start Date - effective date of the date type.

What happens to the information if a property is sold or terminated?

If a property is sold or terminated, the information about this property will remain in the system for historical and reporting purposes.

 

 

 

 

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