Sutherland Delivers 21% ADR Advantage for Hotel Chain via AI-Driven Optimization

Client Overview

A globally recognized hospitality brand, this leading multinational hotel chain is renowned for its premium accommodations, personalized guest experiences, and commitment to service excellence. With an expansive footprint across multiple continents, the company caters to a diverse clientele while maintaining consistently high standards of luxury.

The Challenge

Elevating Service Consistency and Experience Across UK & Ireland Operations

The client faced growing challenges in delivering consistent, high-quality service, and operational excellence across its portfolio of hotels in the UK and Ireland. Outdated, legacy processes limited their ability to deliver the personalized, white-glove service that defines their brand, impacting both customer loyalty and brand differentiation.

At the same time, the organization recognized the critical link between employee experience and service delivery. There was a clear need to improve internal engagement, enhance Net Promoter Scores (NPS), and foster a more empowered, motivated workforce capable of delivering exceptional guest experiences at scale.

Sutherland Solution

Driving Service Excellence and Global Scale Through Intelligent Automation

To help the client overcome legacy inefficiencies and deliver consistent, high-quality experiences across regions, Sutherland implemented a comprehensive strategy centered on intelligent automation and digital enablement:

1. Pilot-Led Innovation at Scale
   Sutherland launched and managed nearly all pilot programs for the client, enabling rapid testing, refinement, and optimization of service models and operational workflows.
2. Deployment of Integrated Digital Tools
   Tailored digital tools were introduced to streamline key business processes, enhance performance against critical KPIs, and reduce manual effort, paving the way for smarter, faster operations.
3. Enterprise Business Intelligence Platform
   A unified business intelligence platform was implemented to deliver real-time operational insights, empowering leaders to make proactive, data-driven decisions, and improve strategic planning across hotel locations.
4. Support for Global Expansion and Crisis Resilience
   Sutherland ensured seamless operational alignment as the client expanded into new markets, even during the disruption of the global pandemic, maintaining consistency, resilience, and service quality across geographies.

The Outcome

Unlocking Premium Revenue and Elevated Guest Experience with Intelligent Automation

Sutherland’s intelligent automation strategy delivered measurable impact across key customer, operational, and revenue metrics. The client achieved a 21% higher Average Daily Rate (ADR) compared to in-house hotel teams, reflecting improved revenue performance through more effective sales and service interactions. The program also drove a 98% loyalty program enrollment rate and a 23% sales conversion rate, reinforcing its success in deepening customer engagement.

Operational excellence was equally evident, with a 19% upsell rate, 92% customer satisfaction (CSAT), and a 92% issue resolution rate – all supported by an industry-leading 9-second average response time. 

That’s digital outcomes delivered!

These results not only strengthened guest loyalty but also streamlined hotel operations, reduced manual workload, and set a new benchmark for service quality in the hospitality industry.