Hotel, Cruise, and Car Rental Industry Overview

Hotel, cruise, and car rental companies face a unique challenge. As opposed to other travel industry companies, hotel, cruise, and car rental companies must maximize the revenue attached to a single, fixed asset - a room, cabin, or car. While these organizations' focus typically falls on increasing their products' utilization rate, it is every bit as important to maximize revPAR. As a Business Process Outsourcing (BPO) service partner to the travel industry, we've attained invaluable experience in the optimization of both of these key performance indicators. Sutherland's best-in-class customer lifecycle management solutions and innovative analytical solutions have maximized overall business value for our clients.

Our integrated BPO services are derived from state-of-the-art technology platforms for scalability and cost-efficiency, process optimization for increased cycle speed and effectiveness, and people processes ensuring that every interaction and transaction is successful. All this combined translates into higher customer satisfaction (CSAT) results and an improved bottom line.

Sutherland's BPO services for the hotel, cruise, and car rental industry include:

Finance & Accounting

  • Franchise Accounting
  • Expense Accounting
  • Receivables Reconciliation
  • Payables Reconciliation
  • Payroll Management

Customer Contact Center

  • Customer Sale /Bookings and Reservations
  • Cross Sell & Up Sell of Ancillary products
  • Meetings, Conferences Support
  • General Inquiries
  • Cancellations and Reschedules
  • Complaints/ Correspondence Handling
  • Destination Information
  • Customer Satisfaction Surveys and E-mail Processing
  • Chat Support
  • Social Media Tracking and Management
  • Website Support

Travel Loyalty Management

  • Member Enrollment
  • Tracking Member Transactions
  • Tier Management
  • Accrual and Redemptions
  • Points balancing & Expiration
  • Membership Control
  • Partner Management
  • Reporting
  • Segmentation and Data Mining/Analyses

Customer Analytics

  • Marketing Analytics
  • Contact Center Analytics
  • Loyalty Program Analytics

Revenue Recovery Services

  • Identify Potential revenue Loss from Incorrectly Published Hotel Rates
  • Receivables from Aggregators and Partner Companies
  • Payable Audit for Tours and Packages

The Sutherland Advantage:

  • Comprehensive analytics experience for customer and business insights
  • Expertise on franchise-based financial accounting
  • Customer acquisition and service through best customer lifecycle management practices, globally