Global Hotel Group Surpasses Year-Over-Year Group Bookings by 23%, Despite Acquisition Challenges, with the help of IGT Solutions
CASE STUDIES
Learn how IGT Solutions implemented a holistic strategy to integrate guest experience programs, resulting in significant revenue and reservation increases, improved conversion rates, cross-sell capabilities, and customer experience scores.
Share this Post
About the Client
The client is one of the largest hotel chains in the world, and it has hotel brands that range from economy to luxury upscale.Business Challenges
The client experienced multiple challenges in standing out from the competition due to the changing global hotel landscape. Following an acquisition, the issues negatively impacted their guest experience and operational effectiveness.
- Procedural variations and brand inconsistencies resulted in a performance decline.
- Loyalty program differences deepened the issue further.
- The existing team failed to deliver and meet SLAs and deliver a seamless and cost-efficient experience.
Business Solution
IGT Solutions implemented a comprehensive strategy that seamlessly integrated the acquired hotel's guest experience program into the client's existing program.
- Set up a unified program to stabilize guest experience SLAs and improve booking conversion goals.
- Combined most effective technologies and platforms
- Established workforce management strategies and QA initiatives to ensure an optimal staffing structure to achieve support KPIs and sales targets
- Data analysis and efficient reporting methods to evaluate the program's effectiveness and pinpoint necessary improvements
Business Results
0%
Increase in gross revenue
0%
Increase in gross reservations
0%
Increased conversion rate
0%
Improved cross-sell capabilities
0%
Improved cross-sell capabilities
More Case Studies
Case Study
Data Platform Modernization for a Leading Cruise Line to Optimize Costs Towards Air Travel Bookings
IGT's cost optimization towards bookings helped a leading international cruise line process an average of 5000 PNRs every hour.
Read More
Case Study
Turning a Customer Service Center into a Profit Center for a Leading E-commerce Giant
Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its customer service center into a profit center.
Read More
Case Study
Fully Scalable Datamart Solution for a Leading Indian Airline
Developed datamart solution that enabled analytical and better decision-making by airlines. Achieved 5% increase in customer satisfaction score.
Read More