Hospitality brands need consistent, personalized and trust-driven experiences across booking, stay, loyalty, service recovery and post-stay engagement. Sutherland combines guest experience analytics, omnichannel care, loyalty operations, AI-enabled self-service and human-led recovery to improve satisfaction, conversion and cost efficiency across hotel, resort, lodging and platform-based hospitality models.
40+
Point improvement in Net Promoter Score
42%
Reduction in cost per customer touchpoint
$11M
Annual revenue loss prevented
21%
Average Daily Rate premium versus in-house teams
98%
Loyalty program enrollment rate
92%
Customer satisfaction and issue resolution
Who We Serve
Franchise-driven Hotel Groups
Brand consistency, content accuracy and partner support.
Shared-economy Platforms
Guest, host, trust, safety and content operations.
Online Lodging Platforms
Booking support, refunds, partner success and journey analytics.
Resorts and Casinos
Sales support, loyalty, guest relations and service recovery.
Reservations, loyalty, premium care and operational standardization.
Brand consistency, content accuracy and partner support.
Guest, host, trust, safety and content operations.
Booking support, refunds, partner success and journey analytics.
Sales support, loyalty, guest relations and service recovery.
Our Solutions
Sutherland helps hospitality organizations connect guest, partner and property experiences with AI-led digital CX, analytics, knowledge tools, automation and managed operations to improve service consistency, personalization and revenue performance.
Guest Journey Redesign
Map booking, stay, loyalty and service recovery moments to remove friction.
Service-to-sales Conversion
Use guest context and sales enablement to improve conversion and upsell.
Experience Analytics
Use dashboards, journey intelligence and insights to improve guest outcomes.
Guest Experience Analytics
Dashboards, segmentation and journey insights to improve satisfaction and conversion.
Omnichannel Guest Care
Voice, chat, email, social and mobile support across the guest lifecycle.
Loyalty Operations
Enrollment, rewards, recognition, redemption and tier support.
SmartLeap HelpTree
Knowledge guidance for consistent guest support and faster resolution.
Trust and Safety Support
Fraud, identity, sanctions and escalation operations for hospitality platforms.
Reservations Operations
Policy-aware triage, case routing, validation and status updates.
Refunds and Claims Support
Policy-aware case management, validation and proactive communications.
Partner/Host Support
Onboarding, enablement, content quality and performance support.
Guest Apps and Portals
Modernize web, mobile, CRM, PMS and loyalty application experiences.
BI Command Center
Operational dashboards for guest, partner, content, loyalty and claims performance.
Conversational AI
Virtual agents and assisted-care journeys for scalable 24/7 service.
AI-Ready Guest Data Foundation
Connect booking, loyalty, property and service data.
Cloud and API Integration
Scalable, integrated CX delivery across enterprise systems.
Security and Compliance Controls
Governance for guest data, payments, sanctions and brand trust.
Partners
Why Sutherland
Hospitality Domain Expertise
Hotels, resorts, lodging, OTAs and shared-economy platforms.
Proven Guest Outcomes
40+ NPS points, 42% lower cost and $11M revenue loss prevented.
AI-First Guest Care
Self-service, agent assist, analytics and human escalation.
Personalization at Scale
Loyalty context, guest insights and next-best-action workflows.
Brand Consistency
Global multilingual delivery with quality and governance.
Platform-ready Execution
Connect, HelpTree, CX360, Robility and analytics platforms.
