Hospitality

The hospitality industry has been in flux for many years. First, there was major disruption from non-traditional, app-based transportation and lodging services. Then, the global pandemic brought many hospitality companies to a near-standstill as personal travel declined significantly and business travel almost stopped entirely. As travel comes back, hospitality companies are again tasked with transforming to meet evolving consumer expectations.

SAP and Partner Solutions for Hospitality

There are many solutions in the SAP ecosystem that are relevant to the hospitality sector:

The hospitality industry has been in flux for many years. First, there was major disruption from non-traditional, app-based transportation and lodging services. Then, the global pandemic brought many hospitality companies to a near-standstill as personal travel declined significantly and business travel almost stopped entirely. As travel comes back, hospitality companies are again tasked with transforming to meet evolving consumer expectations.

SAP and Partner Solutions for Hospitality

There are many solutions in the SAP ecosystem that are relevant to the hospitality sector:

• Order management to track customer bookings and orders and ensure delivery.
• Enterprise Asset Management to address maintenance and manage lifecycle of planes, trains, cars, and other transportation vessels.
• Procurement to ensure hospitality employees have the supplies they need for great service and customers are provided expected amenities.
• Vendor management for insight into suppliers, contracts, and pricing.
• Data and analytics tools for materials requirement planning, customer data insights, pricing and fare determinations, and demand forecasting.
• CRM for managing hospitality customer relationships.
• Customer journey management to help streamline ticketing, check-in, and boarding.
• Marketing to reach new customers and keep loyal customers coming back.
• Mobility tools for hospitality employees as well as providing experiences that customers want.
• HCM and HXM tools for recruiting, onboarding, and talent management.

Management and access to key customer, order, and asset data is essential for hospitality companies to provide great service experiences and avoid downtime.

Key Considerations for SAPinsiders

Hospitality organizations are utilizing SAP and partner solutions as part of their transformation programs. Here are some examples and insights to consider:

• Hospitality and travel companies must evolve to meet changing customer demands. Read this case study to find out how Thomas Cook Group Airlines underwent a digital business and change management initiative to update its technology stack and provide better customer experiences.
• Put experience at the center of transformation. Customer and employee experience are increasingly important across all industries, but they are at the core of the hospitality sector. Any transformation program should aim to provide better customer experiences, but also to optimize employee experience. After all, those employees are providing the experience to your customers and that experience will be better if your workers are more engaged.
• Build a data strategy and infrastructure that empowers all areas of the business. Avoiding issues such as downtime, missing bookings, and shortages of supplies key to service are of massive importance to hospitality companies. Insights from data can enable employees to avoid those issues and provide great experience.