The hospitality sector today is under a lot of strain. Rising competition and increased customer expectations are forcing hotels to offer the best services at the lowest price. Operational costs are headed skywards, as legacy processes and the lack of standardization mean that hotels are not agile enough to deal effectively with changing industry requirements. Front- and back-office operations are run disparately, and hotels are unable to leverage economies of scale to control their costs.

Customers complain of degraded service quality. This is largely attributed to consolidation across the industry, or because of the adoption of ‘asset light’ strategies by hotels to control costs. In effect, the transition in the industry is impacting growth severely.

NIIT BPO can help you to deal with these changing industry trends by offering high quality, standardized services to your customers, in line with the brand proposition of your company. We can help you centralize your functions, enabling you to cut costs and scale up or down quickly.

NIIT BPO Offerings

NIIT provides end-to-end BPO solutions for the hotel industry. We can help you set up an internal helpdesk for your customers, manage your loyalty management system, and carry out efficient customer profile management for your hotel. We can also help you with rate and tariff management and Billing Commission Settlement (reconciliations).

The solutions we offer to the Hospitality industry are depicted below:

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Business Value

Some of the business benefits that NIIT BPO’s customers have derived from our services include:

• Substantial savings in operational costs
• Productivity enhancement
• Sales Conversion
• High quality and consistent customer service, resulting in improved end-user Customer Satisfaction (CSAT) scores
• Greater measurability and accountability through our proprietary tools and metrics
• Enhanced quality control via in-built controls, governance mechanisms, and gap analyses
• Robust and enhanced data security
• Incisive insights with real-time reports and analyses, delivered through effective dashboards and customized workflow applications
• Competitor analysis and insights into improvement areas in the customer's own business