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Hospitality Industry case study Process Hotels and Restaurants

Challenge: Streamlining High-Volume Business Processes in the Hospitality Industry


  • This challenge involves streamlining high-volume business processes in the hospitality industry.
  • These processes originate from various sources such as customers, internal departments, hotel management software, and external portals.
  • They require manual processing and coordination by multiple support teams, including front office, back office, accounts, housekeeping, maintenance, management, kitchen, and inventory.
  • The labor-intensive nature of these processes is compounded by the need for manual correlation of data from multiple sources.
  • To ensure a comprehensive 360-degree view of customers and enable data sharing across the organization, efficient interaction and integration with various applications, including hotel management systems, web portals, external websites, email, and Excel, are crucial.
  • Customer satisfaction is a paramount concern for the organization, necessitating improved efficiency, productivity, and data management.
Hospitality Case study

RPA Solution-

  • To ensure seamless data retrieval and efficient transaction completion, the RPA bot solution employs a distinctive procedure. Here are the unique steps involved:
    1. Bot login and data extraction: The bot logs in as a user to the online portal, email, and management systems. It scans for incoming requests and extracts the necessary data based on the request type. Initial data validation and cleansing are performed to ensure data integrity.

    2. Application interaction: A significant quality improvement has been achieved, eliminating errors.

    3. Email notifications: Upon successful completion of the process, the bot sends email updates to both the customer and the respective departments, providing them with the appropriate information and updates related to the inquiry.

    4. Transaction log creation: The bot generates a log file that documents all processed transactions. This log file is then emailed to the nominated business unit, ensuring a comprehensive record of completed activities.

    5. Transaction failure handling:If a transaction fails for any reason, the bot promptly transfers the inquiry back to the nominated business unit for resolution. For instance, if the required records are not found, the bot alerts the business unit to address the issue and complete the transaction.

    6. Application availability management:In the event of a transaction failure due to an unavailable application, the bot automatically retries the transaction and notifies both the business unit and the service desk about the potential application outage, ensuring timely awareness and necessary actions.

RPA Benefits in Hospitality Industry Automation:

  • The implementation of automation in the hospitality industry has led to exceptional achievements and benefits. These include:
    1. Enhanced Customer Experience: Automation has resulted in improved customer experiences, providing streamlined processes, faster responses, and personalized services, ultimately leading to higher satisfaction levels.

    2. Significant Reduction in Operational Costs: By automating various tasks and processes, operational costs have been significantly reduced, optimizing resource allocation and minimizing manual labor expenses.

    3. High Degree of Automation: Over 75% of effort has been successfully automated, enabling increased efficiency and productivity across various operations within hotel chains.

    4. Improved Accuracy, Reliability, and Data Management: Automation has led to improved accuracy and reliability in handling data across multiple hotel chains, ensuring data consistency, integrity, and effective management.

    5. Enhanced Scalability: Onboarding new bots takes only 15 minutes compared to the weeks it would require to onboard human staff. This scalability feature allows hotel chains to efficiently manage varying workloads and adapt to changing demands.

    6. Zero Error Rate: : Through automation, the quality improvement achieved has resulted in a remarkable 0% error rate, minimizing discrepancies, and ensuring seamless operations.

    7. 24/7 Operation: :Automation enables hotels to operate round-the-clock, 365 days a year, ensuring continuous service availability and responsiveness to customer needs.

    8. Increased Pricing Competitiveness and Improved Booking/Service Level: Automation empowers hotel chains to maintain competitive pricing, improve booking processes, and deliver higher service levels, attracting more customers and enhancing revenue.

    9. Reduced Risk through Rapid Inventory and Order Management: : Automation facilitates swift inventory and order management, minimizing the risk of overbooking, ensuring accurate stock levels, and optimizing resource utilization.

    10. Rapid Return on Investment (ROI):The automation initiative has proven highly cost-effective, with a return on investment achieved within a short period of just two months.

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