Hospitality operations must balance guest expectations, property complexity, partner ecosystems and margin pressure. Sutherland helps hotels, resorts, casinos, lodging platforms and shared-economy operators modernize property support, F&B operations, content, rates, claims and back-office workflows using BPaaS, automation, analytics and human + AI delivery.
40%
Faster new-hire ramp time.
42%
Reduction in cost per customer touchpoint
$11M
Annual revenue loss prevented
21%
Average Daily Rate premium versus in-house teams.
23%
Sales conversion in hotel CX programs.
92%
Issue resolution and 92% customer satisfaction.
Who We Serve
Franchise-driven Hotel Groups
Brand governance, content quality and partner support.
Resorts and Casinos
Reservations, F&B support, service recovery and workforce enablement.
Online Travel and Lodging Platforms
Bookings, content, refunds, claims and partner support.
https://www.sutherlandglobal.com/industries/travel-and-hospitality/hospitality
Vacation Ownership and Serviced Apartments
Member support, billing, claims and upgrades.
Standardized operations across properties and regions.
Brand governance, content quality and partner support.
Reservations, F&B support, service recovery and workforce enablement.
Bookings, content, refunds, claims and partner support.
https://www.sutherlandglobal.com/industries/travel-and-hospitality/hospitality
Member support, billing, claims and upgrades.
Our Solutions
Sutherland integrates hospitality domain operations, BPaaS, Robility automation, BI dashboards, content governance and digital engineering to improve back-office productivity, property consistency, guest recovery and revenue integrity.
Operations Redesign
Standardize property, partner, claims and content workflows across brands.
BI Command Center
Connect guest, partner, content, loyalty and claims performance into dashboards.
Human + AI Delivery
Automate repeatable tasks while experts handle exceptions and brand-sensitive decisions.
Guest Service Recovery
Link refunds, claims, queues and follow-up to protect loyalty.
Partner/Franchise Support
Onboarding, issue resolution, content accuracy and performance insights.
Loyalty Operations
Enrollment, redemption, member support and personalized engagement.
Property Management Support
PMS-adjacent support for property data, requests, service queues and reporting.
F&B Operations
Menu, offer, order support and operational workflows for hospitality service teams.
Content, Rates and Offers
Property listings, amenities, promotions, rates and contract operations.
Refunds and Claims
Policy-aware validation, case management and customer communications.
Partner/Host Support
Onboarding, enablement, content quality and performance support.
PMS/CRM Integrations
Modernize guest apps, booking flows, partner portals and property systems.
Robility®
Automate repetitive content, claim, billing and support workflows.
SmartLeap® HelpTree
Guided knowledge and decision support for agents and property teams.
AI-Ready Hospitality Data Layer
Connect guest, property, content, partner and service data.
Cloud and API Foundation
Modernize fragmented PMS, CRM, content and finance environments.
Governance and Security
Controls for guest data, payments, sanctions, fraud and brand trust.
Partners
Why Sutherland
Hospitality Operations Depth
Property, partner, content, loyalty, claims and back-office workflows.
Proven Service Economics
42% lower touchpoint cost and $11M revenue loss prevented.
AI-led Productivity
Robility, analytics, HelpTree and managed operations.
Multi-model Fit
Supports hotel chains, franchise, resort, OTA and shared-economy models.
Brand-safe Execution
Human + AI model balances automation, empathy and quality.
Revenue Enablement
Better content, offers, loyalty and service-to-sales conversion.
