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Engineering Hotel Industry KPI Dashboards to Support Revenue-Producing Business Decisions

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Case Study
  • Travel & Hospitality

In an increasingly competitive, digitally enabled environment, the ability to consistently measure and analyze performance is critical to success in the hotel industry. Our client, a British multinational hotel chain with thousands of rooms and hotels spanning nearly 100 countries, recently reached out to EPAM to determine the best way to automate monitoring its own vast hotel portfolio, calling for a tool that eliminates manual assessment and supports making the correct business decisions for each property.

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Key Challenges

Since 2008, EPAM has been working with the client to complete a full re-architecture of its mainframe-based loyalty system while supporting core services and middleware components in CRM marketing, availability/reservation systems, and mobile development, as well as maintaining B2B channels, data integration, and enterprise reporting. Challenges on this new project included:

  • Create an Owner Relationship Management (ORM) Tool to display standard hotel features and key performance indicators (KPIs) for each of the client’s 5,000+ hotels
  • Significantly upgrade the client's current manual, case-by-case property assessment for monitoring hotel performance
  • Provide decision-makers with easily accessible, consolidated insight into key features and KPIs for each franchise location

Solution Highlights

To optimize the lengthy, inefficient process of manually assessing each hotel’s performance, EPAM quickly assembled a team of Java developers, UX designers, and project managers to engineer an ORM Tool with two separate different views.

Portfolio Listing View
  • Single scrolling screen incorporating 40 data elements that overview key hotel features for each property
  • Implementation of 42 functional requirements based on client specifications
  • User selection of additional or hidden data columns using intuitive interface
  • Ability for users to export screen data from any of the views into an Excel document
Portfolio Performance View
  • Single scrolling screen incorporating 40 data elements that overview KPIs for each property
  • Implementation of 63 functional requirements based on client’s specifications
  • User selection of additional or hidden data columns using intuitive interface
  • Ability for users to sort the data on the screen by most of the available columns

The Results

EPAM’s ORM tool enabled the client to finally access all of its major KPIs for hotel performance in one easy-to-view dashboard, resulting in a more efficient process for reviewing how hotels in different geographies, brands, and ownership groups are doing in comparison to others. Since the solution’s integration, the client has been able to create effective action plans and marketing campaigns to address lower-than-average performance, while also rewarding high-performance hotels based on easily accessible KPI metrics.

Technologies Used

  • Operating system: Red Hat Enterprise Linux
  • Application and web server: Apache Tomcat
  • Programming language: Java
  • Relational database management system: Oracle Db 11g
  • Other technologies:
    • Java technologies: Spring Framework, Hibernate, CXF, JasperReports
    • Web technologies: ExtJs

Hear from the Customer

“Both the Portfolio Performance and Portfolio Listing views are great! I was able to change my columns, export to excel… Perfect!””
THE CUSTOMER’S DIRECTOR OF CRM & BUSINESS OPERATIONS

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