Hospitality Business Process Outsourcing provides end to end business process outsourcing solutions including voice, non-voice and knowledge based processes. BPO Matrix offers a complete spectrum of end-to-end solutions for the hospitality industry including data, voice, web and technology driven processes or a blend there of.
The executive management of BPO Matrix has extensive experience in setting up both technology and operational processes for the hospitality industry.
These services can be categorized into 2 categories
- Traditional or ongoing services – These services are the services which are currently being performed such as Voice based reservations, Data consolidation, web response management, loyalty programme management, payroll, accounts payables and receivables etc. The need for such services is clearly established and the processes are currently running in all hotel chains.
- New Services– With the need to establish enterprise wide systems to optimize efficiencies and revenues, enterprise wide systems are now being installed in hotel chains. To enable implementation of these systems, a vast amount of existing data either needs to be cleansed or formatted into consistent formats. Such processes have not been done by a number of chains in the west due to prohibitive costs such as guest history cleansing, yield management data cleansing and entry etc. In addition concepts such as enterprise wide client information systems, CRM services etc. need to be implemented.
- Data cleansing and washing
On a chain wide basis there is a large amount of data generated in every hotel chain pertaining to areas such as guest history, guest related complaints and preferences, marketing and financial data, purchase related data at various guest touch points which needs to be managed efficiently and kept in useable forms. Software can manage a part of this functionality; however, manual intervention is required to keep such data in proper shape. This process may be used either at a unit level or at a corporate level.
- Data warehousing and mining
On an enterprise level a large volume of data is collected on a constant basis. For this data to be useful it needs to be warehoused, mined and sliced for relevant and timely business information. Such information can be used for marketing, financial, corporate decision making. If done in an efficient manner, this can add substantial profits to the chain.
- Data Consolidation
Unit level operational and financial data needs to be consolidated at a regional and corporate level which needs manual intervention. The data can be picked up electronically and processed at an off-shore location.
- Web response management
Each hotel chain has a number of queries which are generated by the website which are responded to manually in a timely and accurate fashion.
- Loyalty programme management
This would entail the consolidation of loyalty programme points at a unit level and collation of points from other partner programmes, management of redemption and customer query management.
- Accounting Services & Receivables Management
This function comprises financial data entry, accounting based on the uniform system of accounts, accounts payable management and account receivable management.
- Voice based reservations
Even after the advent of the Internet, 70% of the reservations are still voice based. This is a 24x7x365. Most large chains have multiple offices and call centers handling such services.
- Technical support
Internationally most small to mid-size hotels do not have dedicated IT manpower stationed at the unit level on a round the clock basis. Technical support for technology can be provided using toll free numbers to users at a unit level.
- HR & Payroll Management
- Customer Care
This process would entail handling any voice based queries, complaints or assistance to the hotel customers.
- CRM Services
Customer Relationship Management (CRM) has been existing in other industries for a while now, this concept has started in the hospitality industry over the last 3-4 years. This entails tracking of customer data, managing histories, preferences, complaints, revenue generation potential etc. to retain existing customers and increase the overall experience of the guests.
- Intranet & Document Management
Most hotel chains have standardized on quality of services, training techniques and manuals, food and beverage management, basic operational procedures etc across the chain to maintain consistent levels of service across the brand irrespective of the geographic location of the property. At a corporate level more and more chains now need to keep such information updated across the functional units via either managing a variety of documents or over the corporate intranet. This is largely a manual process and can be done off site.