Case Study
Automation standardizes global operations reporting process for managers at over 5000 locations
Results
250+
250+ hotel codes processed weekly
4.5FTE
4.5 FTEs saved
Better
Consistency and reliability
Company Profile
Global publicly-listed hospitality company operating a broad portfolio of hotel brands across luxury, lifestyle, premium, and value-focused segments, thousands of hotels across more than 100 countries, plus one of the largest global hotel loyalty programs. Hundreds of thousands of associates work across the group’s hotels and corporate offices worldwide.
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.
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