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- A luxury hotel chain headquartered in Toronto with over 100 hotels spread across 30 countries and was founded in 2001.
Success Story
About the Client
Business Needs
- A seamless ticketing system to track guest activities and movement across properties
- Manage and track guest service requests and assist the hotel to improve guest experience
- Facilitate a smooth collaboration between guests and hotel staff during functions and events
- Eliminate of communication lapse between the guests and hotel staff
Solutions
- Backend analytics for quick resolution of tickets to enhance guest experience
- A seamless ticketing system to track guest activities and movement across properties
- A chat application for seamless interaction between guests and staff
- A centralized web application and mobile application for hotel employees
Business Impact
- 100% success in tracking and handling guest requests
- Guest experience rating increased from a score of 5 to 8 for individual hotels
- Automated system efficiently handles 700+ tickets with the capacity to increase fivefold
- Analysis of 100,000 guest tickets enabled streamlining hotel operations
- Mobile app service reduced service delivery time from 15 minutes to 5 minutes
Technology Stack
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