The client is a well-known hotel chain that operates in multiple countries across the African continent. Over the past few decades, they have established an excellent reputation for providing exceptional guest experiences and have received numerous awards for their services. However, despite their success, the hotel chain was facing several operational challenges, such as relying on manual processes, outdated systems, and a lack of data-driven insights.
The Challenge
The hotel chain was finding it difficult to keep pace with the evolving demands and heightened expectations of their guests, who were increasingly seeking personalized experiences and seamless services during their visits. The hotel was also encountering difficulties in managing its operations, such as booking management, room availability, and inventory management. Moreover, a lack of real-time visibility into the hotel’s operations made decision-making a challenge.
Despite attempting to tackle these issues through various software solutions, the hotel chain was unable to achieve the desired outcomes. As a result, the hotel chain required a digital transformation that could enable it to overcome these challenges and enhance the guest experience.
Research
To address the hotel’s challenges, Genesis NGN’s team of digital transformation experts conducted a comprehensive analysis of their different hotels and their operations, systems, and technology. The team discovered that the hotels were relying on manual processes and legacy systems that were not designed to meet the changing demands of their guests. Additionally, the lack of data-driven insights and real-time visibility into its operations was hindering the hotel’s decision-making capabilities.
One example of the hotel chain’s challenges was related to food. Many times it happened that they had breads in inventory, which would go unnoticed, while new breads were being ordered. This led to monetary loss as well as food wastage. Another issue the hotel faced was the lack of a central CRM. If one of the sales reps was working on a lead of a corporate client, then other reps won’t have any visibility in this and might end up giving the same dates to some other customer, resulting in long-term frustration and lost customers.
Solution
After conducting a thorough analysis and identifying the various issues caused by their current practices, the Genesis NGN team developed a customized AI-powered digital solution using cutting-edge technology to optimize the hotel’s operations and enhance the guest experience. This platform integrated booking management, room availability, inventory management, and guest preferences into a unified system, making their operations more efficient and effective.
With advanced analytics and AI-powered personalization features, the platform enabled the hotel chain to deliver personalized experiences to guests in all of their hotels. The platform also provided real-time visibility into the hotel’s operations, empowering its teams to make data-driven decisions and offer seamless services to guests.
Thanks to the AI-powered platform, the hotel chain was able to accurately predict guest preferences, optimize room allocation, and streamline inventory management, resulting in significant cost savings and operational efficiencies. Additionally, the platform’s user-friendly interface, scalable architecture, and flexible design allowed the hotel chain to customize it to meet their unique needs and requirements.
Benefits
Through its digital transformation journey, the hotel chain has been able to deliver exceptional guest experiences and improve efficiency, productivity, and profitability. The key benefits of the transformation included:
- Customized guest experiences tailored to individual preferences
- Real-time monitoring and insights into hotel operations
- Using data to support decision-making processes
- Efficient management of booking processes
- Optimal room allocation and inventory management
- Enhanced productivity and operational efficiency
- Substantial cost savings through streamlined operations
- Gain a competitive advantage in the marketplace
- Customers who are happy and satisfied
- A higher number of guests and a higher profit
