The hotel industry is experiencing heightened competition that has brought a transformational shift in the way hotel businesses are managed today. Two key manifestations of this shift are industry consolidation & adoption of "Asset-light" strategy by hotel companies. Inorganic growth and asset-light approach pose risk to the consistency in customer service levels & quality across geographies and various constituent companies. NIIT Technologies’ BPO resources enables delivery of high quality & uniform customer service reflecting the brand proposition of the parent company.

Hotels that do not consolidate or merge with other organizations can only stay competitive if they are able to optimize their operational costs. NIIT can assist such hotel companies by managing their front office and back office operations in a standardized, centralized set-up that is lower in cost and scalable.

NIIT Technologies – Hotel Process Transformation

• Lack of economies of scale in front office & back office operations and analytics support

• Legacy-prone processes designed and managed at the property level lack the agility and flexibility required by Hotel companies today

Business Challenge• Increased competition & customer exposure to global standards

in service, putting pressures on service demands & pricing

• Spiraling operational costs

• Lack of customer service standardization across the Hotel’s company portfolio

• Ineffective quality control

Business Solutions NIIT Technologies can offer solutions to the above noted industry challenges you may be experiencing. We can help you in transforming three key areas in your operational value chain: Customer Relationship Management, Back Office Services and Analytics:

Customer Relationship ManagementCustomer Service has become the key differentiator in retention & enhancement of pricing power, and loyalty strategies. We are able to offer you high quality & consistent customer service at lower costs with greater measurability & accountability (through our proprietary tools & metrics).

Back Office ServicesOur centralized Transaction processing services can help to lower the total cost of ownership of your back-office through standardization, creation of economies of scale & labor arbitrage. All this, while enhancing process control & agility, & reducing credit risk.

AnalyticsOur dedicated analytics division can assist you in better understanding of your customers, your competitors & their customers and provide your organization actionable insights to enable you to attract, retain & grow your customer base.

www.niit-tech.com

Travel, Transportation, and Logistics

Reduced number of Complaints by about 50%

Average Speed of Answer reduced by 80% Reduction in Average Call Time by 33% & Call Abandonment by 80%

Turn Around Time reduced by 90-99% resulting in increased CSAT

Emails processed per login hour gone up

A_6

0_05

0712

A global IT sourcing organization | 21 locations and 14 countries | 7000+ professionals | Level 5 of SEI-CMMi, ver1.2 ISO 27001 certified | Level 5 of People CMM Framework

Europe SingaporeIndiaNIIT Technologies Ltd. Corporate Heights (Tapasya)Plot No. 5, EFGH, Sector 126Noida-Greater Noida ExpresswayNoida – 201301, U.P., IndiaPh: +91 1 120 399 9555Fax: +91 1 120 399 9150

NIIT Technologies Inc., 1050 Crown Pointe Parkway5th Floor, Atlanta, GA 30338, USAPh: +1 (770) 551 9494Toll Free: +1 (888) 454 NIITFax: +1 (770) 551 9229

NIIT Technologies Limited2nd Floor, 47 Mark LaneLondon - EC3R 7QQ, U.K.Ph: +44 (0) 20 70020700Fax: +44 (0) 20 70020701

NIIT Technologies Pte. Limited31 Kaki Bukit Road 3#05-13 TechlinkSingapore 417818Ph: +65 68488300Fax: +65 68488322

Americas

Partner with NIIT Technologies to align your IT goals with your business objectives

Write to us at marketing@niit-tech.com www.niit-tech.com

NIIT provides end-to-end Business Process Outsourcing & Transformation solutions for the Hotel industry focusing on providing “Enhanced Guest experience”. Our portfolio of services ranges from providing Hotel Pre-Stay services including marketing & Promotions, Reservation through all distribution channels, CRS services, Transportation services. Our Hotel Stay services include payments and

Service offerings for Hotels

• Reduced number of Complaints by about 50%

• Turn around Time reduced by 90-99% resulting in increased CSAT.

• Reduction in Call Abandonment by 80%

• Reduction in Average Call Time by 33%

• Average Speed of Answer reduced by 80%

• Emails processed per login hour gone up with increase in the work volume (Emails processed) without any increase in FTE count

• De duping TAT has reduced by 50-75% post process streamlining

NIIT Technologies has gained extensive competence and

experience in the TTL business by working with leading

airlines, airports, travel distribution and logistics companies.

Our technology expertise and business understanding

Business Benefits

NIIT Technologies Advantage

PRE-STAY

Marketing & PromotionsContracts Management

Distribution Channels CRS

Reservations

Transportation

Reporting

Customer Relationship Management

Web Response Management

Analytics

Payment & Rates

Loyalty Management SystemAlliancesBack Office

Property ManagementSystem (PMS) Finance & Admin

Internal Helpdesk

HR & Payroll

Account Payables/Account Receivables

Pricing & Tariff

Travel Agency ContentManagement

Amendments/Changes

Cancel/Refunds

Commission Settlement

Customer Profile Management

Reservation & Vouchers

Rate & Tariff Management

Back Office

Call Centre

TMC

Travel Portals

GDS

BillingFrontOffice

BusinessRelationshipManagement

Reconcillation Marketing & Advertising EnrollAirlines

Hotel Chains

Travel Insurance

Retail Chains

Car Rentals

Travel Agents

Accumulate

Redeem

Hotel Website

Corporate

STAY

PRE-STAY PRE-STAYSTAY

Support Services

rates along with providing Property Management Services (PMS). We also provide support services which include Finance & Accounting services, Internal Helpdesk and HR and Payroll services for the Hotel groups. Some of key services which cut across Hotel Pre Stay, Stay and Post Stay Services include Customer relationship management services which include web response Management, Analytics and Reporting. We also provide Loyalty Management Services as well.

ensure efficient, scalable, secure and robust solutions that

are tailored to the needs of our clients.

• Deep Travel Domain expertise with best practices

formulated over the years that brings about enhanced

customer experience, optimum productivity and efficiency

leading to high revenue for the airline.

• NIIT is one of a handful of companies in the world to have

achieved SEI CMM Level 5 assessment. NIIT has also

earned ISO 27001 & ISO 9001, SAS70 (Type II) examined

and COPC Certified v4.0 signifying that our processes

meet world class quality standards.

• World class IT and telecom infrastructure to meet the

stringent requirements of mission critical process

• NIIT has developed online tools and platforms to drive

business intelligence, consistency and standardization for

a multi lingual and multi location environment

• NIIT Technologies Limited was Ranked #1 in the Travel

Sector by the Black Book of Outsourcing thrice in a row in

2008, 2009 and 2010.

Taxes

Per night/per stay

Inclusive/Exclusiveof Supplementary items

Per person/per room

Discounts