Building the Ultimate Guest Journey: How Rocco Forte Hotels Connects Data across Properties to Gain Insight

March 23, 2022


Our Customer: 

Rocco Forte Hotels is a London-headquartered, high-end luxury hotel group founded in 1996 by Sir Rocco Forte and his sister, Olga Polizzi. The group currently operates 16 hotels and plans to add at least 10 more in the future.

The Challenge: 

The pandemic has disrupted the hotel industry, making it challenging for Rocco Forte Hotels to understand what guests want across their customer journey. The group needed to connect data across its distributed (on-premise, cloud, multiple-vendors) property management systems (PMS) to provide insights into the customer journey, which could then help personalize the guest experience and drive business. It had become clear that without creating a centralized data hub providing the single view of guests, Rocco Forte Hotels would not be able to personalize the guest experience to drive further business.

The Solution: 

To address the challenge, Rocco Forte Hotels deployed Hapi’s Cloud data hub solution that integrated the data from all of its properties and created a single view of their guest. 

Hapi is a cloud native, purpose-built, hospitality data integration platform based on open standards and hosted on Amazon Web Services (AWS) Cloud.  Hapi exposes event streams and transactional APIs from hotel systems at scale. Hotel companies innovate faster by removing integration, development and deployment challenges. Hapi platform is PCI DSS Merchant level 1, Service Provider compliant.

AWS provides a low cost, scalable, and highly reliable global infrastructure platform to businesses who are looking to manage variable costs and replace high upfront infrastructure investments. As a SMB building a new SaaS offering, AWS was selected not only due to the breadth of serverless service offerings, which reduced operating costs, but also because of its development platform’s support for open standards that allowed for bringing products to market quickly, reliably, and securely with broad out-of-box integration capabilities. Hapi is architected on AWS and leverages a multitude of AWS tools to ensure that implementation was in line with the AWS Well-Architected Framework, meaning that the solution was built so that security, reliability, performance efficiency, cost optimization, and operational excellence were and are key facets of the implementation architecture.

The Benefit: 

Hapi has helped Rocco Forte Hotels personalize guest experiences, improve customer satisfaction, reduced integration costs and substantially lower operating expenses 

  • Improved guest satisfaction with real-time customer data and leveraging generated insights to personalize customer experiences.
  • Increased operational efficiency with streamlined API access from many PMS instances, whether on-premise or in the cloud.
  • Reduction in operating costs by not reinventing a custom integration for every new PMS instance and hotel combination. 
  • Reduced time-to-market for new hotel onboarding with drop in connectors for on-premises or hosted OPERA PMS.
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