case study on hotel management system

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Hotel Management Software: A Case Study

• Post author: Maryliya M J
• Post published: January 22, 2024
• Reading time: 12 mins read

Table of Contents

In a rapidly evolving hospitality industry, efficient management of hotel operations is paramount to success. Hotel management software has emerged as a powerful tool to streamline various aspects of hotel operations, ranging from front desk management to reservations, housekeeping, and guest services. This article presents a comprehensive case study that delves into the implementation and outcomes of hotel management software in a real-world scenario. By examining the objectives, challenges, selection process, implementation, and results, this case study provides valuable insights into the benefits and considerations associated with adopting hotel management software

Introduction: Overview of the hotel management software industry

Evolution of hotel management software.

Let’s take a trip back in time, shall we? Back in the day, managing a hotel meant keeping countless ledgers, making endless phone calls, and crossing your fingers that everything would fall into place. Then along came hotel management software, swooping in like a superhero to save the day.

Over the years, hotel management software has evolved from basic reservation systems to a full-fledged arsenal of tools and features. It helps streamline operations, enhance guest experiences, and keep hoteliers sane in the process. It’s a true game-changer that has revolutionized the way hotels are managed.

Importance of hotel management software in the modern hospitality industry

In today’s fast-paced and ever-changing hospitality industry, hotel management software has become an absolute necessity. With the rise of online bookings and the increasing demand for personalized experiences, hotels need a robust system that can handle it all.

From managing reservations and check-ins to tracking housekeeping and inventory, hotel management software acts as the central nervous system of a hotel. It brings together different departments, automates processes, and helps hoteliers stay on top of their game.

Without hotel management software, it’s like trying to juggle a dozen balls while blindfolded – a recipe for disaster. So, if you’re a hotelier without a reliable software solution, it’s time to jump on the bandwagon and give yourself the peace of mind you deserve.

About the Client

Our client, a prominent hotel chain, faced challenges in reservations, room management, and guest services. Recognizing the need for an efficient solution, they sought a Hotel Management Software ( HMS ) to streamline bookings, optimize room allocation, and enhance the overall guest experience. The primary goal was to create a user-friendly HMS that integrates with booking platforms, manages room availability, and provides features for seamless guest check-in, billing, and feedback collection.

Project Overview

The project aimed to develop a comprehensive .NET-based Hotel Management Software to address the client’s challenges. The primary objectives included integration with booking platforms, room availability management, and the incorporation of features for guest check-in, billing, and feedback collection.

The Challenges

• Reservation Inefficiencies: Manual reservation processes led to inefficiencies and booking errors.
• Room Allocation Challenges: Difficulty in optimizing room allocation based on occupancy and guest preferences.
• Guest Services Optimization: Lack of a unified system for guest check-in, billing, and feedback collection.

The Solution

Our team of experienced developers and project managers collaborated to design and implement a comprehensive .NET-based HMS. The solution included features such as integration with booking platforms, room availability management, and modules for guest check-in, billing, and feedback collection.

Key Features of the HMS

• Integration with Booking Platforms: Seamless integration with booking platforms for efficient reservation management.
• Room Availability Management: Dynamic room allocation based on occupancy, preferences, and real-time availability.
• Guest Check-In Module: Streamlined guest check-in processes for a hassle-free arrival experience.
• Billing System: Integrated billing features for easy and transparent payment transactions.
• Feedback Collection: User-friendly feedback collection tools for insights into guest satisfaction.

The Outcome

The Hotel Management Software was successfully deployed, resulting in significant improvements in reservation efficiency and guest services. Integration with booking platforms, dynamic room allocation, streamlined guest check-in, and transparent billing processes contributed to an enhanced overall guest experience.

Our team’s expertise in developing a tailored Hotel Management Software using .NET technologies effectively addressed the client’s challenges. The implementation of booking platform integration, room management features, and guest service modules contributed to a more efficient and guest-centric hotel management system.

In conclusion, the case study presented here showcases the transformative impact of HMS on the efficiency and performance of a hotel. By leveraging technology to automate and streamline operations, this software has not only improved guest experiences but also enabled hotel staff to work more effectively and make data-driven decisions.

While challenges may arise during implementation, the long-term benefits of adopting such software are evident in terms of increased revenue, cost savings, and overall profitability. As the hospitality industry continues to evolve, investing in hotel management software becomes increasingly essential for staying competitive and delivering exceptional guest service. By embracing technology and leveraging the advantages it offers, hotels can position themselves for success in the dynamic and ever-changing landscape of the hospitality sector.

Are you struggling with reservations and guest service challenges? Contact us today to explore how our expertise in HMS development can transform your hotel management processes and enhance the overall guest experience .

1. What are the key benefits of hotel management software?

Hotel management software offers numerous benefits, including improved operational efficiency, enhanced guest experiences, streamlined reservations and check-in/check-out processes, better inventory and revenue management, and comprehensive data analytics for informed decision-making. It enables hotels to automate tasks, reduce manual errors, and optimize resource allocation, ultimately leading to increased productivity and profitability.

2. Is hMS suitable for all types of hotels?

Yes, hotel management software can be customized and tailored to meet the specific needs of different types of hotels, including small boutique establishments, large chain hotels, resorts, and everything in between. The software can be scaled and adapted to accommodate the size, complexity, and unique requirements of each individual hotel, ensuring a seamless integration into their operations.

3. How long does it typically take to implement hotel management software?

The duration of software implementation can vary depending on factors such as the size of the hotel, the complexity of existing systems, and the customization required. Generally, the implementation process can take anywhere from a few weeks to several months. It involves tasks such as data migration, staff training, and system integration. A well-planned implementation strategy and collaboration with the software provider can help ensure a smooth and timely deployment.

4. How can hotels measure the return on investment (ROI) of hotel management software?

Measuring the ROI of hotel management software involves assessing the impact on key performance indicators (KPIs) such as revenue growth, cost savings, occupancy rates, guest satisfaction scores, and operational efficiency metrics. By comparing these metrics before and after software implementation, hotels can quantify the benefits and understand the financial and operational impact of the software. Additionally, analyzing the time saved by staff and the reduction in manual errors can provide further insights into the ROI of the software.

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design-a-hotel-management-system.md

Latest commit, file metadata and controls, design a hotel management system, let's design a hotel management system.

We'll cover the following:

System Requirements

Use case diagram, class diagram, activity diagrams.

A Hotel Management System is a software built to handle all online hotel activities easily and safely. This System will give the hotel management power and flexibility to manage the entire system from a single online portal. The system allows the manager to keep track of all the available rooms in the system as well as to book rooms and generate bills.

We’ll focus on the following set of requirements while designing the Hotel Management System:

• The system should support the booking of different room types like standard, deluxe, family suite, etc.
• Guests should be able to search the room inventory and book any available room.
• The system should be able to retrieve information, such as who booked a particular room, or what rooms were booked by a specific customer.
• The system should allow customers to cancel their booking - and provide them with a full refund if the cancelation occurs before 24 hours of the check-in date.
• The system should be able to send notifications whenever the booking is nearing the check-in or check-out date.
• The system should maintain a room housekeeping log to keep track of all housekeeping tasks.
• Any customer should be able to add room services and food items.
• Customers can ask for different amenities.
• The customers should be able to pay their bills through credit card, check or cash.

Here are the main Actors in our system:

• Guest: All guests can search the available rooms, as well as make a booking.
• Receptionist: Mainly responsible for adding and modifying rooms, creating room bookings, check-in, and check-out customers.
• System: Mainly responsible for sending notifications for room booking, cancellation, etc.
• Manager: Mainly responsible for adding new workers.
• Housekeeper: To add/modify housekeeping record of rooms.
• Server: To add/modify room service record of rooms.

Here are the top use cases of the Hotel Management System:

• Add/Remove/Edit room: To add, remove, or modify a room in the system.
• Search room: To search for rooms by type and availability.
• Register or cancel an account: To add a new member or cancel the membership of an existing member.
• Book room: To book a room.
• Check-in: To let the guest check-in for their booking.
• Check-out: To track the end of the booking and the return of the room keys.
• Add room charge: To add a room service charge to the customer’s bill.
• Update housekeeping log: To add or update the housekeeping entry of a room.

Here is the use case diagram of our Hotel Management System:

Here are the main classes of our Hotel Management System:

• Hotel and HotelLocation: Our system will support multiple locations of a hotel.
• Room: The basic building block of the system. Every room will be uniquely identified by the room number. Each Room will have attributes like Room Style, Booking Price, etc.
• Account: We will have different types of accounts in the system: one will be a guest to search and book rooms, another will be a receptionist. Housekeeping will keep track of the housekeeping records of a room, and a Server will handle room service.
• RoomBooking: This class will be responsible for managing bookings for a room.
• Notification: Will take care of sending notifications to guests.
• RoomHouseKeeping: To keep track of all housekeeping records for rooms.
• RoomCharge: Encapsulates the details about different types of room services that guests have requested.
• Invoice: Contains different invoice-items for every charge against the room.
• RoomKey: Each room can be assigned an electronic key card. Keys will have a barcode and will be uniquely identified by a key-ID.

Make a room booking: Any guest or receptionist can perform this activity. Here are the set of steps to book a room:

Check in: Guest will check in for their booking. The Receptionist can also perform this activity. Here are the steps:

Cancel a booking: Guest can cancel their booking. Receptionist can perform this activity. Here are the different steps of this activity:

Here is the high-level definition for the classes described above.

Enums, data types, and constants: Here are the required enums, data types, and constants:

Account, Person, Guest, Receptionist, and Server: These classes represent the different people that interact with our system:

Hotel and HotelLocation: These classes represent the top-level classes of the system:

Room, RoomKey, and RoomHouseKeeping: To encapsulate a room, room key, and housekeeping:

RoomBooking and RoomCharge: To encapsulate a booking and different charges against a booking:

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5 Digital Transformation in Hotels Case Studies [2024]

In the rapidly evolving hospitality industry, digital transformation has become a pivotal strategy for hotels striving to enhance guest experiences and optimize operational efficacy. The following five case studies illustrate how diverse hotel chains—from luxury resorts to eco-friendly retreats—have successfully implemented digital technologies to meet the unique demands of their clientele and setting. Each case study thoroughly examines the objectives, challenges, solutions, and outcomes associated with their specific digital initiatives. These examples showcase how hotels use technology to redefine hospitality, improve sustainability, and stay competitive in a digitally-driven market.

Related: Digital Transformation Case Studies

Case Study 1: Digital Transformation at LuxStay Hotels

In an era where digital innovation is supreme, LuxStay Hotels recognized the transformative power of technology to redefine the hospitality landscape. Operating a chain of high-end hotels globally, LuxStay was challenged by evolving consumer expectations and the need for operational agility. Determined to enhance its competitive edge, LuxStay embarked on a strategic digital transformation to revolutionize guest experiences and operational processes.

The primary goal of LuxStay Hotels was to enhance guest experiences by leveraging digital technology to offer more personalized services and streamline guest interactions. Another critical objective was to increase operational efficiency across all hotel operations, reducing costs and improving service delivery through automation. Additionally, LuxStay aimed to utilize better-collected guest data to refine their marketing strategies and service offerings, ensuring each guest felt uniquely valued and satisfied.

• Legacy Systems:  Outdated IT infrastructure that was not integrated, leading to inefficiencies and data silos.
• Customer Expectations:  Increasing demand for digital services such as mobile check-in/out, room customization via apps, and contactless interactions.
• Staff Adaptability:  Resistance from staff accustomed to traditional methods and processes.

Solutions Implemented

• Integrated Property Management System (PMS):  LuxStay implemented a new PMS that integrated all hotel functions—front desk, housekeeping, reservations, and billing—into a single platform to streamline operations and improve data flow.
• Mobile Application Development:  Developed a comprehensive mobile app that allowed guests to manage their entire stay—from booking to checkout, including room customization options like temperature control, lighting, and entertainment systems.
• Data Analytics Platform:  Deployed a data analytics platform to harness customer data for personalized marketing and to enhance guest experiences based on previous preferences and feedback.
• Staff Training Programs:  Comprehensive training programs were introduced to help staff adapt to new technologies and to foster a culture of innovation and constant improvement.
• Increased Guest Satisfaction:  Guest satisfaction scores increased by 25% due to improved personalization and faster service delivery.
• Operational Efficiency:  Reduced manual processes by 40%, leading to cost savings and quicker response times to guest needs.
• Revenue Growth:  Saw a 15% increase in revenue through upselling personalized services and promotions based on guest preferences and historical data.

Looking Ahead

As LuxStay looks toward the future, its strategy focuses on harnessing emerging technologies such as AI and the Internet of Things (IoT) to customize guest experiences further and optimize operational efficiency. Plans include deploying AI-driven chatbots for real-time customer service and implementing IoT for intelligent energy management and predictive maintenance within properties. By staying at the forefront of technological adoption, LuxStay aims not only to meet but exceed the evolving expectations of modern travelers, ensuring a seamless and memorable hospitality experience.

Future Directions

In the next phase of its digital transformation, LuxStay is exploring innovative sustainability practices, aiming to integrate renewable energy sources and smart building technologies into its hotels. This initiative is expected to reduce the chain’s carbon footprint and attract eco-conscious guests. Exploring biometric technology for enhanced security and customer convenience is also on the roadmap as LuxStay redefines luxury hospitality through technology.

This case study showcases LuxStay Hotels as a leader in digital innovation within the hospitality industry, setting benchmarks for others to follow in creating a smarter, more connected guest experience.

Case Study 2: Digonetal Overhaul at Coastal Retreat Resorts

Facing a rapidly evolving hospitality sector driven by digital advancements, Coastal Retreat Resorts, a boutique hotel chain located primarily in coastal regions, recognized the need to modernize its operations and guest services to maintain competitiveness. The chain embarked on a digital transformation initiative to harness cutting-edge technologies to revolutionize the guest experience and optimize operational effectiveness.

Coastal Retreat Resorts aimed to fundamentally enhance the guest experience by introducing digital solutions that offer unparalleled convenience and personalization. The chain sought to improve operational efficiency by automating routine tasks and integrating systems across properties to streamline management processes. Additionally, advanced data analytics was targeted to deepen understanding of guest preferences and effectively tailor marketing efforts.

• Scattered Property Management:  Coastal properties operated semi-independently with diverse systems, creating inefficiencies and complicating central oversight.
• Seasonal Fluctuations:  High variability in guest influx due to the seasonal nature of coastal tourism requires flexible and scalable digital solutions.
• Digital Adoption:  The existing workforce was predominantly accustomed to non-digital processes, posing a significant hurdle in adopting new technologies.
• Cloud-Based Management System:  Implemented a unified, cloud-based property management system across all locations to centralize data and operations, enhancing real-time decision-making capabilities.
• Dynamic Pricing Tools:  Integrated dynamic pricing software that adjusts room rates in real time based on market demand, weather conditions, and local events, maximizing revenue, particularly during peak seasons.
• Guest Engagement Platform:  Introduced an interactive platform enabling guests to engage with the hotel’s amenities digitally, from booking spa appointments to ordering room service via their devices.
• Employee Upskilling Initiatives:  Launched extensive training programs to upskill employees, focusing on digital literacy and customer service in the digital context.
• Streamlined Operations:  Achieved a 30% improvement in operational efficiency through automation and better resource management.
• Enhanced Guest Engagement:  Recorded a 50% increase in guest engagement with on-site amenities and services, driven by the ease of digital access.
• Revenue Optimization:  Saw a 20% increase in revenue through better room rate management and higher guest spending on amenities.

Coastal Retreat Resorts is now exploring integrating virtual reality (VR) experiences to offer virtual tours of the locality and augmented reality (AR) for immersive in-room entertainment options. This initiative aims to blend physical and digital experiences, enhancing the unique coastal charm with digital innovation.

The next strategic move includes adopting sustainable technologies such as solar-powered systems and smart water management to align with global environmental conservation trends and appeal to eco-friendly tourists. Coastal Retreat Resorts plans to explore partnerships with tech firms to co-develop bespoke hospitality solutions that could set new industry standards for guest-centric technology.

This case study demonstrates Coastal Retreat Resorts’ commitment to embracing digital transformation to deliver superior guest experiences and operational excellence, positioning them as a forward-thinking leader in boutique hospitality.

Case Study 3: Digital Innovation at City Center Business Hotels

City Center Business Hotels, a chain specializing in accommodations for business travelers in major urban areas, faced the challenge of adapting to the digital expectations of its professional clientele. The hotel chain initiated a comprehensive digital transformation focused on smart technology integrations and enhanced business services to stay competitive in a market where efficiency and connectivity are paramount.

The key objective for City Center Business Hotels was to streamline the business travel experience through technological enhancements that offer speed, efficiency, and connectivity. The chain aimed to optimize operational processes to reduce wait times and improve service responsiveness. Another critical goal was to employ data-driven strategies to customize services for business travelers, enhancing guest loyalty and satisfaction.

• High Expectations for Connectivity:  Business travelers demand high-speed internet and seamless digital connectivity for meetings and work-related tasks.
• Efficiency in Services:  The need for quick and efficient services, from check-in to conference facilities, is higher among business travelers than leisure guests.
• Integration of Business Amenities:  Integrating advanced business amenities with traditional hotel services to create a cohesive experience posed a significant challenge.
• High-Speed Connectivity Upgrades:  Upgraded the entire network infrastructure to provide high-speed, reliable Wi-Fi access throughout the hotels, including enhanced digital conferencing capabilities in meeting rooms.
• Automated Check-In/Out Kiosks:  Installed automated kiosks to expedite the check-in and check-out processes, reducing wait times and allowing guests more control over their stay.
• Smart Room Technology:  Implemented smart room technology that enables guests to control room settings such as lighting, temperature, and entertainment systems through a mobile app or voice commands.
• Business Analytics Suite:  Deployed a business analytics suite to gather and analyze guest data, enabling personalized service offerings and targeted marketing campaigns to meet the specific needs of business travelers.
• Reduced Service Times:  Achieved a 35% reduction in check-in and check-out times, significantly enhancing guest satisfaction.
• Increased Connectivity Satisfaction:  Guest feedback on connectivity and business amenities showed a 90% satisfaction rate, highlighting successful upgrades and integrations.
• Personalization Success:  Personalized marketing and service adjustments led to a 25% increase in repeat business customers.

City Center Business Hotels is exploring further advancements in AI-driven customer service solutions, including AI concierges and automated problem-resolution systems, to provide even more efficient and personalized services to business travelers.

Looking forward, City Center Business Hotels plans to integrate IoT devices to further enhance the guest experience, such as smart mirrors displaying news and weather updates and IoT-enabled coffee makers that remember guest preferences. The chain is also considering implementing blockchain technology to streamline payment processes and enhance security for business transactions.

This case study highlights City Center Business Hotels’ dedication to leveraging digital technology to meet modern business travelers’ high standards and dynamic needs, ensuring their position as a leader in the business hospitality sector.

Related: Digital Transformation in Finance Case Studies

Case Study 4: Technological Revamp at Heritage Grand Resorts

Heritage Grand Resorts, known for their luxury accommodations in historically significant properties, recognized the need to balance their rich heritage with modern technological demands. To attract a broader demographic and enhance the guest experience while preserving the aesthetic integrity of their properties, Heritage Grand embarked on a digital transformation project.

Heritage Grand Resorts aimed to seamlessly integrate cutting-edge technology without disrupting the historical ambiance of their locations. The objective was to enhance guest convenience and provide modern amenities while maintaining the charm and elegance of their heritage settings. They also focused on utilizing technology to improve operational efficiencies and provide enriched data insights for better guest management.

• Preservation of Aesthetics:  Integrating modern technology in a way that does not detract from or damage the historical significance of the properties.
• Technological Integration:  Implementing state-of-the-art technology in structures not originally designed to support them.
• Guest Diversity:  Catering to tech-savvy guests and those who prefer a more traditional, disconnected experience.
• Invisible Tech Solutions:  Installed ‘invisible’ technology such as underfloor heating, Wi-Fi boosters hidden within decor, and noise-canceling panels disguised as artwork to maintain the historical look and feel.
• Augmented Reality Tours:  Developed an augmented reality app that guests can use to learn about the history of the resort and its surroundings during their stay, enhancing the educational value of the visit.
• Smart Concierge Services:  Introduced AI-powered smart concierge services accessible via smartphones, providing guests with information, reservations, and personalized recommendations without physical interaction.
• Energy Management Systems:  Implemented advanced energy management systems to monitor and control energy use in real time, improving sustainability while reducing operational costs.
• Enhanced Guest Experience:  Guests reported a 40% increase in satisfaction due to the convenience of modern amenities blended seamlessly with the historical environment.
• Increased Operational Efficiency:  Reduced energy costs by 20% and improved staff efficiency by introducing smart systems.
• Educational Engagement:  The augmented reality tours led to a 30% increase in guest engagement with the property’s historical aspects.

Heritage Grand Resorts is considering further enhancements, such as biometric access controls for rooms and personalized environment settings that adjust based on guest preferences learned throughout their stay.

Plans include expanding VR (Virtual Reality) to offer potential guests virtual visits before booking and integrating more AI elements into everyday guest interactions. The resort also aims to explore deeper data analytics to predict guest preferences and create even more customized experiences.

This case study demonstrates Heritage Grand Resorts’ commitment to innovation, showing how technology can be harnessed to enhance traditional experiences, ensuring that these historical properties remain relevant and appealing in the modern age.

Case Study 5: Digital Evolution at Eco Escapes Resorts

Eco Escapes Resorts, a chain specializing in eco-friendly accommodations in remote and pristine environments, faced the dual challenge of enhancing guest experiences while adhering to strict environmental conservation standards. To address these challenges, Eco Escapes embarked on a digital transformation to implement sustainable technologies and digital services that align with their commitment to environmental stewardship.

Eco Escapes Resorts aimed to enhance the sustainability of their operations using digital solutions that minimize environmental impact. The key goals included improving energy efficiency, reducing waste, and providing guests with a digital interface that enhances their stay without compromising the natural setting. Additionally, the resort sought to leverage technology to educate guests on sustainability practices and the local ecosystem.

• Environmental Compliance:  Implementing technology solutions that meet rigorous environmental standards and cause minimal disruption to natural habitats.
• Remote Location Connectivity:  Ensuring reliable digital connectivity and technology deployment in remote areas with limited infrastructure.
• Balancing Tech with Nature:  Offering modern conveniences that guests expect while preserving the natural and unspoiled experience that is the hallmark of Eco Escapes.
• Solar-Powered Wi-Fi:  Deployed solar-powered Wi-Fi systems across properties to ensure connectivity that does not rely on conventional power sources.
• Digital Educational Platforms:  Introduced an interactive digital platform accessible via mobile devices that provides guests with information about local wildlife, flora, and sustainability efforts through engaging multimedia content.
• Smart Energy Systems:  Implemented IoT-based smart energy systems to monitor and manage energy consumption more efficiently, significantly reducing the resort’s carbon footprint.
• Waste Reduction Apps:  Developed an app that helps manage waste by educating guests on recycling protocols and monitoring their waste disposal habits, promoting a zero-waste lifestyle during their stay.
• Increased Sustainability:  Achieved a 30% reduction in overall energy consumption and a 25% reduction in waste production.
• Enhanced Guest Education and Engagement:  The digital educational platforms saw a 50% usage rate among guests, increasing awareness and participation in conservation efforts.
• Improved Guest Satisfaction:  Guest satisfaction improved by 35% due to the seamless integration of eco-friendly technologies that enhanced their stay without detracting from the natural experience.

Eco Escapes Resorts plans to explore further emerging technologies, such as biodegradable drones for ecological monitoring and guest tours, enhancing the educational aspect of their offerings without impacting wildlife or the environment.

Looking to the future, Eco Escapes is investigating the potential for blockchain technology to develop a transparent supply chain for all goods and services used at the resorts, ensuring sustainability from source to guest. They are also planning to expand their use of VR to offer virtual wildlife tours, allowing guests to experience sensitive habitats without causing disturbance.

This case study highlights Eco Escapes Resorts’ innovative approach to combining technology with environmental conservation, setting a benchmark for sustainable tourism in the hospitality industry.

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The case studies of LuxStay Hotels, Coastal Retreat Resorts, City Center Business Hotels, Heritage Grand Resorts, and Eco Escapes Resorts collectively demonstrate the transformative power of digital technology in the hospitality industry. These narratives highlight how strategic digital implementations can significantly enhance guest satisfaction, increase operational efficiencies, and maintain competitive advantage. The successes documented in these case studies serve as valuable blueprints for other hotels looking to embark on their digital transformation journeys. By embracing technological advancements, these hotels not only meet the modern demands of their guests but also set new standards for innovation in hospitality, paving the way for future developments in this dynamic industry.

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How Wyndham Hotels & Resorts improved their data capabilities to get to know their guests better

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Hospitality and leisure

We helped modernize Wyndham’s data architecture for better guest insights

Amazon Web Services

Running one hotel isn’t easy - running 9,000 hotels across 80 countries is a challenge on a different scale

In 2020, Wyndham Hotels and Resorts, a franchisor which operates brands ranging from Super 8 to Wyndham Grand, was four years into a “cloud first” strategy and migration that had seen some early successes. Still, opportunities remained. Like many hospitality enterprises, Wyndham has grown in large part by acquisition to become a major international hotelier spanning 20 separate brands processing more than a million reservations a day.

Wyndham knew that data could provide a better understanding of guests, their stays and their preferences at Wyndham properties—and thus help positively impact the overall guest experience and loyalty. In 2016, the company undertook a large-scale data architecture overhaul as a first step. However, despite the years of investment, Wyndham still had opportunities for maximizing the potential of its data assets and to derive further benefits from investments already made.

Redesigning Wyndham’s data architecture with an eye toward a more efficient future and better guest experiences

The goal: Manage the Wyndham business more effectively by redesigning the data landscape to glean further insights and connect with guests in a personalized manner.

Wyndham had already implemented Amazon Web Services (AWS) as the basis for a new, cloud-based back end for data processing. However it was still relying on legacy platforms to ingest, move and process data. The first step was to help Wyndham more fully utilize AWS tools and services, while standardizing the methods by which data was transferred between its core systems. Specifically, Wyndham’s move to a more robust, scalable cloud environment provided improved quality checks, better error controls and better overall accuracy of its guest data.

One significant challenge was revamping the way that Wyndham handled data, including reviews for data integrity requiring manual review of each error—a painstakingly, slow and costly process. In the new data architecture, numerous AWS Platform as a Service (PaaS) tools were used, such as Amazon Kinesis, SFTP, Amazon API Gateway, to make sure that Wyndham’s data was streamlined, automated and moved to the new AWS environment securely. From an operational standpoint, tools such as Amazon CloudWatch, Amazon Elasticsearch and Amazon QuickSight enabled Wyndham to quickly visualize guest and property metrics through interactive dashboards. In aggregate, the newly established architecture – packaged using AWS Serverless Application Model (SAM) - allowed Wyndham to access guest insights at a depth and speed which they had never experienced before.

Dramatic improvements in efficiency and accuracy , using the features of AWS

Before PwC entered the engagement, a single piece of data would travel an average of nine system steps to get from its point of creation to Wyndham’s central database, an error-fraught trip which would take up to two-and-a-half days to complete. Today, that number of steps has been reduced to four, and the journey now takes as little as five minutes. The quality of data has also been improved because it has been so effectively centralized, reducing the likelihood of inconsistencies and conflicts.

Wyndham has also seen an estimated 40 percent decrease in the time spent on managing its computing environment, thanks to being able to fully leverage the serverless architecture enabled through AWS. This in turn has helped reduce cost for the company, while now allowing Wyndham’s properties and corporate team to develop a fuller, more accurate understanding of its guests and their needs.

While the COVID-19 pandemic has slowed the travel industry in general, Wyndham is well-positioned for the impending recovery, thanks to a more efficient and accurate data architecture, rewarding the hotelier to help its owners spend more time focusing on their guests and less time investigating root causes behind data anomalies or inconsistencies.

“From better error handling to improved performance, we’re seeing a huge improvement in our technological capabilities which is positively impacting numerous areas of our business - and allowing us to focus on what matters most: our guests.”

Scott Strickland CIO, Wyndham Hotels & Resorts

“The underpinnings Wyndham had in place helped us redesign their data landscape to use AWS to its fullest potential - with a lens on protecting the integrity of Wyndham’s information and improving the accuracy of their guest data.”

Ali Abidi Principal, PwC

Are you in control of your data?

Pwc and aws are helping companies modernize in the cloud., explore pwc's case study library, share this case study.

The right data at the right time can make all the difference. Learn how PwC and AWS helped Wyndham Hotels modernize their data…and level up their guest experience.

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John Simmons

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• DOI: 10.4172/2165-7866.1000243
• Corpus ID: 169953920

Design and Implementation of Reservation Management System - Case Study: Grand Ville Hotels

• K. Williams , A. Micheal
• Published in Journal of information… 1 May 2019
• Computer Science

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Design and development of an online room reservation system for silverline guest lodge., design of reservation information system, layanan reservasi online di orchid forest, 26 references, integrated information system for reserving rooms in hotels, database management system, non-functional requirements, database design for mere mortals: a hands-on guide to relational database design (3rd edition), principles of information systems 8th edition, hotel reservation system, related papers.

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Design and Implementation of Reservation Management System - Case Study: Grand Ville Hotels

2019, Journal of Information Engineering and Applications

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Jean Guinte

Richard Bemile

Ogirima Sanni Abubakar Omuya Wanta

Published by: Engineering and Technology Publishing

Mayleen Dorcas Castro , Eunice Custodio

Accurate and timely reservations are necessary to ensure proper service and positive customer experience for many service-oriented businesses. In this study, the proponents considered factors like customer satisfaction and positive experience upon the stay in a hostel which started in the reservation procedure. In order to manage customer reservations of Bulacan State University (BulSU) Hostel, the proponents design and develop an "Online Information and Reservation System for BulSU Hostel". Different functionalities were incorporated into the developed system like the creation of different user account for the staff/front desk and online customers, prices updates through online admin portal, payments thru bank account, confirmation thru email after reservation, report generation concerning income, number of customers and monthly report, counting the numbers of viewers and settings for rates, taxes and other discounts. Visual Basic .Net and ASP. Net. were used for the system front-end while Microsoft Access was used as the database application as well Crystal Report was used to display reports. The developed system was evaluated using the software quality standard ISO 9026 with different software criteria as follows: Functionality, Accuracy, Reliability, User-friendliness, and Security and all of them were interpreted as "Acceptable" based on the equivalent ratings presented in the Likert scale.  Index Terms-managing customer reservations, hostel services, hostel customer services, online reservation, online information system and reservation system

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