End to End Transition Management with Seamless Go-Live for Leading European Hotel Chain

amit3076 Case Studies

Our client, a leading hotel group in UK, was undergoing expansion and wanted a scalable support to which IGT helped with end to end transition management and resolved over 350k reservation issues.

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Business Need

  • Our client was undergoing expansion and wanted a scalable support
  • They were exploring partners with the ability to ramp up fast, at an optimized cost
  • They were also looking for hospitality domain knowledge


  • End to end transition management with seamless go-live in a timely manner
  • Over 3,50,000 reservations issues resolved to ensure higher customer satisfaction

The client is a leading hotel group operating across the UK, Iceland and the Czech Republic. The company operates 43 hotels with approximately 7,500 rooms between them.

Solution Areas
IGT provided back office services including:

  • Back-office Support
  • Pre-arrival back-office support
  • Email Desk
  • Reservation Administration Support

Solution Approach
IGT provided support across multiple work types to the client in a cost optimized and scalable manner. The solution approach followed:

  • Right-location service delivery approach with the availability of highly skilled resources adept in hotel back-office support
  • Cross-pollination of some resources from existing project

Work types

  • Email Support – for Travel Agents, Corporate Bookers, and Guests with information, bedroom rate quotes, cross and upselling, cancelling and amending reservations, updating the Opera ORS system as required.
  • Pre-Arrival Support – Check all arrivals in Opera ORS vs the relevant source of third party extranet to ensure all information is accurate
  • Reservation Administration – Reservations related administration, credit card authorization as required in Opera ORS.
  • Back Office Support – Reservations/Cancellations/Amendments administration support, failover reservation support, Opera ORS support
  • Opera ORS Administration
  • Workflow Management for all back-office tasks