Skip to Content

Framework of the Future: Connecting employee experiences in hospitality

Tausif Khiani
Mar 29, 2024

Travel and hospitality companies can improve employee experience by connecting data across the organization.

The global travel and tourism industry has a promising year ahead in 2024. Revenue is expected to reach $927 billion, and a projected compound annual growth rate (CAGR) of 3.47 percent will boost industry revenue to $1.063 trillion by 2028.

But there is a catch – the industry will have to do this while still recovering from staffing shortages. While employment and hiring across the industry have rebounded since the COVID-19 pandemic, open leisure and hospitality roles remain unfilled, with travel and leisure experiencing the highest quit rates across industries, according to the U.S. Chamber of Commerce.

Providing exceptional employee experiences is essential for talent retention. For customers, booking a hotel room can be done with a single click. But for hospitality workers, providing excellent service often requires using three, four, or five separate systems that don’t always interact with each other – which can be frustrating for employees.

Hospitality companies can make employee operations easier and improve productivity by connecting and modernizing their digital ecosystems so workers can deliver high-end service while automating time-consuming functions.

Using data to connect the employee experience

Transformation doesn’t happen in a vacuum, and elevating the employee experience isn’t as simple as introducing a new HR solution, a digital menu, or a touchless payment system. The goal is to use technology to make it easier for employees to do their jobs.

Capgemini’s Framework of the Future connects product operations, employees, and customer experience in a holistic view that improves productivity, efficiency, customer satisfaction, and revenue. Here’s how it works.

Simplify architecture and connect data across the enterprise

All too often, systems are a collection of silos that trap data, preventing it from being shared easily across the enterprise. Connection points between silos are complicated, making the system complex for employees and customers.

To fix this, reconfigure the architecture to make it simpler to use. This removes pain points and improves outcomes. Integrating customer data across systems can provide employees with the connected insights they need to quickly meet customer needs. For example, with a 360-degree customer profile, employees can quickly understand customer preferences, travel history, and loyalty status to make the right recommendations, cross-sell or upsell experiences, and answer questions efficiently. 

Analyze data to improve employee experiences

Connected insights can help identify what matters most to employees. Organizations can use these insights to improve employee experiences and introduce new products and services that can make them more productive.

For example, artificial intelligence can power chatbots and virtual assistants to help streamline routine customer service inquiries, and route more complex issues to the right customer service agent. With more background information, agents can swiftly handle customer requests with a personalized touch, while reducing wait and resolution times. This reduces frustration, and helps employees become more productive.

Streamline systems using cloud technologies

The fewer systems employees need to engage with, the better. Simplified and modernized cloud applications can empower employees to better serve customers in a seamless, more unified – and ultimately more meaningful – way. Employee can use their judgment to fix a problem, rather than falling back on a script or a rigid, ill-suited process.

Improving employee experiences

Employee experience and customer experience go hand in hand. Technology and connected data can reduce stress and increase efficiency for employees, which can improve retention in the long run. That same data can also be used to improve products, services, and customer experiences across physical and digital channels. The result? A more productive and efficient workforce, with experiences that delight customers and generate revenue.

Meet our expert

Tausif Khiani

US Hospitality Industry Lead, Capgemini
Tausif Khiani leads Capgemini’s Hospitality Industry Portfolio. He is a business and technology transformation thought leader and subject matter expert, with extensive experience working with Fortune 500 companies and leading industry players across the cruise lines, casinos, hotels, travel, and entertainment segments. Through his experience working with the industry’s top innovators and disruptors, and his approach to enable connected experiences through all lenses of the business, he and Capgemini offer a unique understanding of how to build solutions adapted for the challenges, trends, and nuances in hospitality businesses and for their consumers.