Hospitality

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Hospitality

The travel and hospitality industry is adapting quickly to address and meet new customer demands and will need partners who can help them accelerate access to emerging economies, increase operational flexibility and enhancing customer experience while optimizing costs.

Genpact can provide end-to-end solutions to the Hospitality and Travel companies industry including hotels, restaurants, casinos, online travel agencies, airlines and car rental companies. Our services are a mix of core business process and hospitality IT solutions.

Finance & Accounting (F&A)
  • F&A systems and controls
  • Loyalty program accounting and analysis
  • Vendor management and discount capture
  • Travel and expense management
  • Credit risk analysis
Analytics
  • Sales force and spend analytics
  • Social media reporting and analytics
  • Loyalty program analytics
  • Web analytics (display and search engine)
  • Pricing, occupancy and revenue optimization
  • Asset utilization
  • Customer experience analysis
IT (For pre-opening as well as existing properties)
  • Project and program management
  • Business process design, development and documentation
  • Data warehousing - design, development and testing
  • Vendor selection
  • Quality management
  • Governance
  • Quality Assurance assessment, testing and management
  • Quality Assurance mentoring and automated test scripting
  • Application testing, integration and performance testing
  • Property management systems and point of sales systems management and support
  • ERP support
Supply Chain Services
  • Inventory planning and control
  • Procurement
Other Services
  • Reservation – Call center and system support
  • Call quality evaluation and optimization
  • Due diligence/audits
  • Content solutions for marketing and training

Genpact powers hospitality and travel companies through a continuum of smarter processes, smarter analytics and smarter technology and helps minimize their cost of operations, centralize operations and drive effectiveness and efficiency through innovations.

Smarter Processes
  • Our geographical presence and Business Process Management experience in emerging markets helps in setting up regional shared service centers which can provide scalable and standardized operations model for hotel operations.
  • Our strong operating excellence framework and governance structure goes hand in hand with our client-centric model, enabling our clients to achieve superior business outcomes.
Smarter Analytics
  • Our ‘On-Demand’ analytics service can help reduce costs as well as impact customer experience through:
    • Hospitality cost management and operating margin analytics
    • Yield and pricing analytics
    • Customer loyalty program design and analysis
    • Social media and web analytics
  • For a large hotel, Genpact delivered US$60 million business impact by redesigning and operating F&A processes with enhanced workflow and closing tool. The billing and dispute resolution process was also standardized, leading to 40% increased productivity.
  • For a global hospitality company, Genpact implemented multiple Lean and Six Sigma projects in their F&A processes, delivering US$600K impact. Over US$2 million dollars were also saved through innovations in invoice processing and the discount capture processes.
  • For a large hotel with more than 100 properties in North America, Genpact standardized all F&A operations which resulted in improved efficiency, better control on closing process and effective tracking of metrics.