How Swire Hotels elevated its customer experience delivery
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.
At a glance
Headquarters
Hong Kong, Mainland China
Industry
Infor Product
Infor Hospitality Management System (HMS)
Infor Hospitality Analytics
Infor Sales and Event Management
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We needed a system that could support our operations, our needs, and more importantly, the requirements of the countries we operate in.
Assistant Director of Operations and Efficiency
Challenge
Infor Solution
- Infor Hospitality Management System (HMS)
- Infor Hospitality Analytics
- Infor Sales and Event Management
Outcome
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.
Any ideas that we had, there was always a suggestion, solution, or roadmap working towards it.
Assistant Director of Operations and Efficiency
Outcome
Streamlined operations with speed and accuracy
Standardize and streamline customer experience
Reduce manual processes and effectively manage performance
Drive efficiency and enhance data accuracy
The hospitality solutions have allowed us to be more flexible and pivot with the industry’s change.
Assistant Director of Operations and Efficiency
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How Swire Hotels elevated its customer experience delivery
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