Business Process Outsourcing for Hospitality &

Leisure Industry
¾ Do you face lack of robust process backbones to support inorganic & new market growth?
¾ Do you constantly face non-standard processes with high degree of fragmentation?
¾ Do you face technology landscape dotted by disparate systems & applications?
¾ Are your high end resources involved in low-value activities?
The Hospitality & Leisure industry today, is witnessing rapid consolidation through multiple mergers and
acquisitions in response to heightened competition. It is increasingly becoming imperative to remain asset light
while growing at a fast pace. Hospitality & leisure companies can expedite their growth in emerging markets
through the concept of shared service centre. Infosys with its alliance partner HVS International has designed
multiple offshoring solutions specific to the Hospitality Industry, which will assist to keep the operating costs low
& consolidate/centralize the processes.

Infosys BPO Hospitality Industry Solution Offerings

Customer Service Flex Staffing Knowledge Services

- Global Reservation Centre
- Global Preferred Account Hotline
- Frequent Guest Program Management
- Customer Information Management
- Synchronized guest management
- Report Generation
- Platform based 100% hosted - Research travel trends
solution - Property, brand and enterprise level
- New hires information
- Renewal of temp resources - Assessment of development &
contracts & admin services investment risk
- Mystery Audits

SOP reviews Satisfaction TTracking

racking Vir tual Concier
irtual ge
Concierge
- Reservations - Guest & Employee - Remote Concierge
- Conference Booking - Questionnaire & Checklist - Real time interaction
- Cancellation - Collation - Integration with PMS,
- Complaints - Analysis - Eases staffing pressure
- TAT on mail replies - Report Generation - Local Language
- Selling Alternatives

Infosys BPO Functional Horizontal Offerings

Finance & Procurement & HR

Accounting
Accounts Payable, Accounts
Receivable, Collections & Credit
Management, Billing & Invoicing,
Fixed Assets, General Ledger, Finance
Planning & Analysis, tracking
performance indicators, Trend based
forecsting
Supply Chain Outsourcing
Budgeting, Global LCC Sourcing, Recruitment & Staffing Support,
E-business solutions, spend analytics Workforce Deployment,
and standardisation and compliance HR Administration,
management, purchase order Benefits Administration,
processing and supplier administration HR Helpdesk
function, Quoting, Order Processing,
Fulfilment, Billing and collection
 Win in the flat world

Infosys BPO - Why choose us as your BPO partner?

Focus on hospitality
• Alliance with HVS international to coalesce the
technical, outsourcing capabilities of Infosys and How our customers have benefited
rich hospitality experience of HVS
• Hospitality specific joint offshoring offerings Worked with leading Cruise liner to automate their Air Sea
Operations by interfacing reservations system of cruise liner with
Deep TTransition
ransition Experience Global Distribution system (GDS)
• Robust methodology built on experience with over
750 different processes migrations For a leading telecom carrier in UK, provide an extended customer
• Multi-process, multi-country transition skills support window of 8am-8pm GMT. It’s a 18/7/365 process, 210,000
calls/month and 45,000 emails / month
Predictable Outsourcing Experience
• Extension of client organization (dedicated For a Fortune 10, global oil & gas major, we offer a comprehensive
premises, personnel, networks) procurement service which facilitates and manages the
• De-risking focus (risk management group, sourcing of temporary staff and help in contract management.
comprehensive business continuity plans)
Monthly Volume: New Hires: 500 cases; Renewals: 400 Cases
• ‘No-surprises’ culture (online customer portal,
continuous monitoring, tracking and reporting)

A transformational approach towards business

Do it Cheaper l O u ts
ourcing 100 Ris
ing
Do it Better
ba
• Global Delivery model (India, A Glo Sta
r • Process Backbone
E ff
China, Czech Republic, i ns
ic i
en (standardization of
Australia, Philippines, China, Ga c
processes)
y
st

r Do
Ga

ape
Co

Latin America • Six Sigma methodology

in s
e

it B
Ch

• Front End Automation • Benchmarking processes

ette
t
Do i

• Adaptive Operating Model • Technology augmentation

r

Infosys BPO’s
Transformational
Eliminate Work Promise Do it Differently
E li m

tly

• Integrate technology • Role reengineering

ina

re n

Wo fe
te

capabilities to eliminate work rk t D if • Focus on Business metrics

• STP (Straight through Do i • STAR
processing) T ra ai ns (Strategic Transformation
n s fo rm a tio n G
• Value added reporting / analytics and Rationalization
• Business assurance

Global Presence About Infosys BPO

Australia: Melbourne Infosys BPO, the business process outsourcing subsidiary of Infosys,
believes itself to be the transformational partner for its clients. Infosys
Canada: Toronto
BPO helps clients business work cheaper, better, differently - and
China: Hangzhou eliminate non-value-adding tasks.
Czech Republic: Brno We combine domain knowledge, process skills and a technology heritage
India: Bangalore (head office), Pune, Jaipur, Gurgoan to offer our clients predictable, ‘no-surprises’ process outsourcing.
Philippines: Manila (through a partner)
www.infosys.com/bpo

UK: London
USA: Atlanta, Bridgewater, Dallas, Fremont,
Lake Forest, New York, Reston

For more information, contact hospitalityBPO@infosys.com

© 2007 Infosys BPO Limited, Bangalore, India. Infosys BPO believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Infosys BPO acknowledges the
proprietary rights of the trademarks and product names of other companies mentioned in this document.