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Case Study

Streamlined Hospitality Operations with Power Automate

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Our client is a mid-size resort catering to leisure travelers all around the globe. The resort provides premium comfort facilities to make vacations relaxing for their clients. However, our client wants to implement automation in online direct booking from their website to reduce dependency on third-party apps. They also wanted to streamline the process of guest query solving and booking management to attract potential guests and enhance growth.

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Client Vision

Our client, a mid-size resort business, was using a manual process for booking and guest management. The resort was looking forward to automating the booking process, ensuring that potential guests can check the availability of rooms, and prices and book as per their convenience. The client also wanted to improve their customer service and improve guest experience. There was also a need to reduce front desk complexities, which took a lot of time for hotel staff and was hampering customer experience. Our client also needed an effective feedback management, billing, and monitoring & reporting strategy to enhance their services.

Unavailability of Online Booking Engine

The resort lacked an online automated booking engine from where guests could check the availability of rooms, and rates and directly book from the client’s website without the involvement of 3rd party booking sites.

No Real-time Access to Room Availability

The employees have to manually check the availability of rooms as a booking request comes in, making the entire process time–consuming and hampering customer experience.

Inefficiencies in Task Assignment

Our client was using a traditional process for assigning tasks to housekeeping staff for keeping rooms prepared or to be present to assist guests whenever they require anything for a comfortable stay.

Complexities in Inventory Management

There was no proper strategy to keep track of inventory. As a result of this, the resort was often out of stock of essential items which resulted in low customer satisfaction as the customers often did not get what they needed.

Manual Check-in and Checkout Process

The resort followed a paper-based manual check-in and check-out process for which guests had to wait in queues to get their documents checked. The process was not only time-consuming but was also not free from chances of errors.

Delayed Payment Approval and Report Generation

The manual process of approving payments and generating reports caused unnecessary delays. These processes also took up considerable time for hotel staff which could have been used in other value-added tasks.
Delays in Financial Operations

Time-consuming invoicing and payment process

Paper-based invoice making and no effective way to send reminders for payments affected the smooth running of processes, causing unnecessary delays in receiving payments.

Ineffective Expense Tracking

The tracking and categorizing expenses manual process took a lot of time and was not free from the chances of human errors. This further affected financial reporting and budgeting.

Ineffective Shift Management

The resort did not have an effective staff shift scheduling strategy. It took a lot of time and effort to check the availability of staff, especially during peak hours.

Lack of Employee Time Tracking Strategy

The client also needed an automized method to track the working hours and attendance of employees to ensure that there are no inefficiencies from the end of the resort staff.

Ineffective Query-Solving Approach

The existing customer service system of the client was outdated. Most of the customers' queries were left unanswered or were delayed, leading to a low lead conversion rate.

Lack of Customer Retention Strategy

The resort lacked an effective customer retention strategy which affected the steady growth of the business.

Integrating Power Automate with Online Booking

We integrated Power Automate with the existing booking system of the resort to allow customers to see the real-time availability of rooms, and pricing to let website viewers make reservations directly from the website.

Real-time Access to Room Availability

We utilized Power Automate bots to let customers get real-time access to the availability of rooms, reducing the need for employees to manually check room availability.

Improved Task Assignment Process

We utilized power automate to help our client automate the process of task assignment to housekeeping staff. It allowed the resort to automatically assign tasks to the housekeeping as per guests' requests.

Effective Inventory Management

Integrating automation also automated the inventory management process. This enabled the client to keep track of stock levels and restock the necessary items before they were over.

Automated Invoicing Process

We automated the process of invoice making and processing. Power automate was further used to send automatic payment reminders.

Enhanced Expense Tracking

Automate was also used to digitize the process of tracking and categorizing expenses. This helped streamline the process of budgeting and financial reports.

Simplified Shift Management

We simplified the process of shift management for our clients by automating shift scheduling, and tracking real-time employee availability. This ensured better management of operations during peak hours.

Easy Time Tracking

We also integrated power automate with the existing time-tracking system. This helped in atomizing logging and managing work hours and attendance of employees

Digitizing Check-in and Check-outs

Implementing automation also helped in digitizing checking in and checking out, eliminating the need for long waiting lists before the reception desk. It also helped in replacing the paper-based, guest data entry process

Atomizing Payment Approval and Report Generation Process

The manual payment approval process was replaced with automation, utilizing Power Automate bots for faster payment approval and report generation process.

Quick Response to Customer Queries

Integrating Power Automate with existing customer service systems enabled chatbots to answer customer queries automatically without involving a manual customer service representative.

Strengthening Customer Retention Efforts

Integrating Power Automate with existing process systems to enable the client to send special discounts and offers notifications to special clients.

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Impact & Results

Streamlining Booking or Reservation Process

Online Booking Engine

We created an online booking engine by integrating Power Automate into the booking process. This resulted in increasing direct bookings, reducing the involvement of third-party booking sites. This helped increase direct booking and revenue by up to 15%.

Reduced Delays in Booking Process

The potential customer got real-time visibility of the availability of rooms and could see the rates. This further fostered fast booking and increased lead conversion rate.
Replaced Manual Processes with Automation

Automatic Check-in and Check-out Process

The automatic check-in and check-out process improved the guest experience and also reduced the load on employees at the reception desk. This further ensured error-free entry of guest information. This automation helped the client decrease the desk staffing cost by up to 25%.

Streamlined Payment Approval and Report Generation

Integrating Power Automate with administrative processes reduced the time taken to approve payments and generate reports. This further brought efficiency in the daily working process of the resort.
Improved Housekeeping and Staff Scheduling for Enhanced Operations

Effective House Keeping Management ensured Customer Satisfaction

With automated housekeeping management, the resort could easily assign tasks to housekeeping staff, ensuring they were always available to assist the customers. This increases customer satisfaction levels and customer retention rates.

Automated Staff Scheduling Ensured Staff Availability During Peak Hours

Automatic staff scheduling and real-time availability checking ensured the availability of staff during peak business hours. This helped the company decrease the waiting time of patients in reception and get better service throughout their stay.
Seamless Financial Operations to Bring Transparency in Financial Flows

Fastened Invoice Processing and Payments

The integration of power automate fastened the process of invoice processing and payments, improving transparency and reducing the chances or errors.

Streamlined Expense Tracking for Better Financial Management

Easy tracking and categorizing of expenses allowed the client to manage their finances better.
Increased Customer Satisfaction and Retention Rate

Faster Replies to Client Queries

Using AI chatbots helped in solving customer queries and ensured 24/7 availability of customer support.

Improving Business-Customer Relationship

Sending notifications for special offers and invites to customers on special occasions helped in maintaining business-customer relationships and improved client retention rates.

Final Thoughts

This case study of implementing Power Automate in our client’s hospitality business reflects the improvement in various processes. Integrating automation helped them have an automatic online booking engine, allowing potential clients to reserve rooms in no time. Manual data entry processes like entering guest data, generating reports, and approving payments were automated to reduce delays and bring efficiency to processes. Automizing check-ins and check-outs further decreased the chances of long waiting lists and tedious reception work. Finally, integrating AI chatbots with the customer service system facilitated quick responses to customer queries and allowed the resort to send automatic notifications to customers regarding discounts, and special offers, or send invitations.

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