For the Hospitality Industry we provide end to end business process outsourcing solutions including voice non-voice and knowledge based processes. We are one of the very few organizations with hospitality domain expertise in India

The executive management of BPO Matrix has extensive experience in setting up both technology and operational processes for the hospitality industry.

Further more we are working with Micros Fidelio and we can provide services based upon the usage of Micros Central Systems Software and interfaces.

We believe in providing our clients with benefits, which go well beyond initial labor cost arbitrage. We commit to quantifiable year on year benefits to our clients as part of our Service Level Agreements.

BPO Matrix offers a complete spectrum of end-to-end solutions for the hospitality industry including data, voice, web and technology driven processes or a blend there of.

These services can be categorized into 2 categories

Traditional or ongoing services – These services are the services which are currently being performed such as Voice based reservations, Data consolidation, web response management, loyalty program management, payroll, accounts payables and receivables etc. The need for such services is clearly established and the processes are currently running in all hotel chains.
New Services– With the need to establish enterprise wide systems to optimize the efficiencies and revenues, enterprise wide systems are now being installed in hotel chains. To enable implementation of these systems a vast amount of existing data either needs to be cleansed or formatted into consistent formats. Such processes have not been done by a number of chains in the west due to prohibitive costs such as guest history cleansing, yield management data cleansing and entry etc. In addition concepts such as enterprise wide client information systems, CRM services etc. need to be implemented. We offer such services to the hotel chains as services rather than as products.
Data cleansing and washing
On a chain wide basis here is a large amount of data generated in every hotel chain pertaining to areas such as guest history, guest related complaints and preferences, marketing and financial data, purchase related data at various guest touch points which needs to be managed efficiently and kept in useable forms. Software can manage a part of this functionality however manual intervention is required to keep such data in proper shape. This process may be used either at a unit level or at a corporate level.
Data warehousing and mining
On an enterprise level a large volume of data is collected on a constant basis. For this data to be useful it needs to be warehoused, mined and sliced for relevant and timely business information. Such information can be used for marketing, financial, corporate decision making. If done in an efficient manner this can add substantial profits to the chain.
Data Consolidation
Unit level operational and financial data needs to be consolidated at a regional and corporate level which needs manual intervention. The data can be picked up electronically and processed at an off-shore location.
Web response management
Each hotel chain has a number of queries which are generated by the website which are responded to manually in a timely and accurate fashion.
Loyalty program management
This would entail the consolidation of loyalty program points at a unit level and collation of points from other partner programs, management of redemption and customer query management.
Accounting Services & Receivables Management
This function comprises financial data entry, accounting based on the uniform system of accounts, accounts payable management and account receivable management.
Voice based reservations
query management and support – Even after the advent of the Internet 70% of the reservations are still voice based. This is a 24x7x365. Most large chains have multiple offices and call centers handling such services. These services shall be provided by BPO Matrix out of India
Technical support
Internationally most small to mid-size hotels do not have dedicated IT manpower stationed at the unit level on a round the clock basis. Technical support for technology can be provided out of India using toll free numbers to users at a unit level.
HR & Payroll Management
Customer Care
This process would entail handling any voice based queries, complaints or assistance to the hotel customers.
CRM Services
CRM while has been existing in other industries for a while now, this concept has started in the hospitality industry over the last 3-4 years. This entails tracking of customer data, managing histories, preferences, complaints, revenue generation potential etc. to retain existing customers and increase the overall experience of the guests. The execution of this process can be done for hotel chains from India.
Intranet & Document Management
Most hotel chains have standardized on quality of services, training techniques and manuals, food and beverage management, basic operational procedures etc across the chain to maintain consistent levels of service across the brand irrespective of the geographic location of the property. At a corporate level more and more chains now need to keep such information updated across the functional units via either managing a variety of documents or over the corporate intranet. This is largely a manual process and can be done off site.


One of the largest costs in the hospitality industry is the cost of manpower. We believe we can provide a cost saving of savings of over 25-30% (based upon the processes outsourced). This typically translates into an increase in GOP of 2-5% depending upon the hotel chain
BPO Matrix brings the following advantages to the table
  • Extensive hospitality domain expertise
  • Extensive hospitality technology expertise
  • Top-of-the line technology and infrastructure
  • High availability 24x7x365 high availability operational capabilities
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