Automation standardizes global operations reporting process for managers at over 5000 locations

Industry : Cross-Industry, Hospitality

Function : Operations

Company Profile

Global hospitality company with a portfolio of luxury, lifestyle, premium and value-focused hotel and resort brands that operates in more than 100 countries and employs more than 350,000 people worldwide.

Scope Highlights

  • MS SharePoint
  • RPA (robotic process automation)
  • MS Outlook
  • 1000 reports distributed each week
  • MS Outlook, MS Excel
  • Strict SLAs across global time zones

Challenge

Hotelier order processors are responsible for creating and sending weekly and bi-weekly occupancy and room rate reports to hotels. Their schedule was maintained on SharePoint, accessible by multiple team members to update reporting requirements. Their manual process required them to use a slow-running, unreliable online portal. This led to delays in report distribution, incorrect report data, and frustrated hotel managers. The client wanted to standardize and codify the reporting process and reduce the daily manual effort required to send reports.

Solution

The automation addresses many breakdowns in the manual process. Issues involving the online portal are handled by externalized business rules that consider the strict reporting SLAs and allow the processing team to determine how frequently items should be retried before being manually completed. The automation detects changes to the distribution schedule before runtime, which eliminates the impact of last-minute requests not being recognized by the processing team. It also standardizes the reporting process and ensures that reports contain standardized data.

Results

250+ hotel codes processed weekly

4.5 FTEs saved

Consistency and reliability