How Swire Hotels elevated its customer experience delivery

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Swire Hotels enhances operations with Infor’s solutions

Founded in 2008, Swire Hotels is a group that develops and manages individual luxury hotel brands in Hong Kong, Mainland China, and the United States. Each location has a distinctive design and personality that reflects a deep appreciation for aesthetics and design. Swire Hotels differentiates itself by offering world-class, high-touch, and high-contact service to create authentic experiences that are tailored to each guest’s needs and preferences.

Industry
- Hospitality
Product
- HMS Property Management System

We needed a system that could support our operations, our needs, and more importantly, the requirements of the countries we operate in.

Zelotes Lam

Assistant Director of Operations and Efficiency

Challenge

Siloed operations and information across properties leading to inconsistent service delivery.

Infor Solution

Infor Hospitality Management System (HMS)
Infor Hospitality Analytics
Infor Sales and Event Management

Outcome

Standardization through connectivity and automation for greater efficiency and flexibility.

Challenge

Siloed operations stifled business flexibility

Swire Hotels had multiple systems that made it difficult to keep data up-to-date and consistent, with each hotel having its own information upkeep.

With properties worldwide, Swire Hotels needed a solution that could standardize operations and facilitate flexible and secure data management while ensuring compliance with local laws and regulations. Resolving these issues was crucial for the group to navigate the fast-changing demands of the market and adapt to the needs and preferences of guests.

Infor Solution

Enabling enterprise-level management with Infor’s solution

Infor Hospitality and Infor Sales and Event Management provided an easily integrated solution that improved organization-wide efficiency.

By partnering with Infor Hospitality, Swire Hotels had a comprehensive solution to tackle its business challenges. Through enhanced connectivity and automation, it revealed an enterprise view of its business and enabled management to not only measure and manage performance but also act on critical key performance indicators (KPIs). The continuous collaboration and support between Swire Hotels and Infor Hospitality continues to be a key element in the expanding relationship; from adherence to local laws to implementing customizations. Infor Hospitality continues to play an important role in supporting Swire Hotels’ key differentiator: Service.

The hospitality solutions have allowed us to be more flexible and pivot with the industry’s change.

Zelotes Lam

Assistant Director of Operations and Efficiency

OUTCOME

Streamlined operations with speed and accuracy

Infor’s solutions allowed Swire Hotels to streamline and automate many customer facing processes while granting visibility into operational statistics.

Standardize and streamline customer experience

Mobile apps save time while ensuring consistent and fluid service across hotels for guests through in-room check-in and paperless registration.

Reduce manual processes and effectively manage performance

Automatic report generation and management gave Swire Hotels a comprehensive view of operational statistics and performance KPIs globally.

Drive efficiency and enhance data accuracy

Centralized customer relationship management allowed Swire Hotels to manage accounts from initial interest to event execution using a single solution.

Any ideas that we had, there was always a suggestion, solution, or roadmap working towards it.

Zelotes Lam

Assistant Director of Operations and Efficiency

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How Swire Hotels elevated its customer experience delivery

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Siloed operations stifled business flexibility

Swire Hotels had multiple systems that made it difficult to keep data up-to-date and consistent, with each hotel having its own information upkeep.

Enabling enterprise-level management with Infor’s solution

Infor Hospitality and Infor Sales and Event Management provided an easily integrated solution that improved organization-wide efficiency.

How Swire Hotels elevated its customer experience delivery