Transforming US Hospitality Businesses with Operational Excellence and Digital Innovation

Client Overview

Industry: Hospitality & Travel

Client: StayZen Hotels & Resorts is a mid-sized hospitality chain in the United States, operating 25 properties across California, Nevada, Arizona, and Florida. Their portfolio includes boutique hotels, beachfront resorts, and conference venues, serving over 40,000 guests monthly with a team of 1,200 staff.

The Challenge

Despite strong occupancy and brand equity, StayZen faced several operational and digital limitations:

  • Guest Experience Inconsistencies: Manual check-ins caused long queues during peak times, lowering guest satisfaction.
  • High Customer Service Workload: Central support teams were overloaded, with average call wait times exceeding 6 minutes.
  • Limited Digital Engagement: No mobile app for bookings, loyalty, or concierge services, reducing repeat bookings.
  • Disconnected Systems: Fragmented PMS and CRM platforms created data silos and poor marketing personalization.
  • Rising Operational Costs: Increasing payroll and admin overhead impacted profitability.

Our Approach: Exselens’ Integrated Hospitality & Travel Solution

Step 1: Strategic Audit & Consultation

Our consulting team performed:

  • Property walkthroughs and workflow mapping
  • Reservation and front-desk process analysis
  • PMS, CRM, and tech stack evaluation
  • Guest review and feedback analysis for friction points
Step 2: Tailored Solution Design

We designed a five-part solution architecture:

  • Guest Services Contact Centre: Offshore multilingual team for reservations, loyalty, and guest queries
  • StayZen Mobile App: Guest-facing app for booking, loyalty, and concierge features (detailed below)
  • Process Automation: RPA bots for reservation confirmation, payment reconciliation, and loyalty updates
  • PMS & CRM Integration: Unified cloud-based guest data platform for 360° personalization
  • Revenue Management: Dynamic pricing, upselling, and occupancy-based rate optimization
Step 3: Implementation
✔️ Offshore Guest Services Contact Centre
  • 40-member team trained in US hospitality, PMS operations, and brand voice
  • Handled calls, emails, chat support, and loyalty program enrollment
  • Managed pre-arrival communications and post-stay follow-ups
✔️ StayZen Mobile App

Developed StayZen Guest, a cross-platform app to enhance digital guest engagement (features listed below).

✔️ Process Automation
  • Automated reservation confirmations for OTAs and direct bookings
  • Payment sync between PMS and accounting systems
  • Loyalty points calculation and automated guest profile updates
✔️ PMS & CRM Integration
  • Consolidated 4 legacy PMS into one cloud-based system
  • Created 360° guest views for personalized campaigns and experiences
✔️ Revenue Management Consulting
  • Deployed dynamic pricing strategies based on demand and occupancy
  • Launched targeted upselling campaigns for room upgrades, spa services, and F&B packages

The Results: Tangible, Transformative Impact

  • Guest Satisfaction: Check-in time reduced by 55% (from 9 to 4 minutes), call wait time dropped to under 30 seconds
  • Digital Engagement: 75,000+ app downloads; app users booked 2.2x more than non-app users
  • Operational Efficiency: RPA automated 80% of reservations/loyalty tasks; offshore team reduced in-house burden by 60%
  • Revenue Growth: ADR up 14%; upselling generated $850,000 in 6 months
  • Marketing Impact: Personalized campaigns saw 3.5x open rates and 2.8x conversions

Client Testimonial

“Exselens transformed our operations and guest experiences. Their offshore team, digital app, and process automation delivered measurable improvements across revenue, efficiency, and guest satisfaction.”– Chief Operating Officer, StayZen Hotels & Resorts

Hospitality & Travel App Concept: StayZen Guest

Purpose: Centralize and enhance the guest journey through mobile-first features that increase loyalty, satisfaction, and upsell revenue.

Key Features
  • Mobile check-in/check-out with digital key integration
  • Real-time room and suite availability with bookings
  • Loyalty dashboard for points tracking and redemption
  • Concierge booking for spa, activities, and services
  • Push notifications for offers and personalized upgrades
  • Chat support with guest services
  • Local area recommendations curated for each property
  • Multi-language interface (English, Spanish, Mandarin)
  • Secure payment via Apple Pay, Google Pay, cards
Tech Stack
  • Frontend: React Native (cross-platform)
  • Backend: Node.js with microservices architecture
  • Integrations: PMS, CRM, smart locks, payment gateways
  • Security: PCI DSS compliant, tokenized payments, GDPR ready

Strategic Value Delivered

  • Enabled staff redeployment to guest-facing roles through automation
  • Boosted satisfaction and loyalty with seamless digital tools
  • Generated new revenue via upselling and repeat bookings
  • Future-proofed tech foundation for expansion and personalization

Why Exselens for Hospitality & Travel?

  • Proven success with global hospitality and travel brands
  • Integrated delivery of customer service, tech, and strategy
  • Multilingual offshore teams aligned with US service standards
  • Agile, ROI-focused execution with rapid go-to-market