TPG Hotels & Resorts Builds a More Consistent, Reliable Data Foundation with Stayntouch

The Challenge: Creating Consistency Across a Diverse Hotel Portfolio

Different PMS platforms meant different ways of configuring room types, market segments, rates, and other data across properties. For a business intelligence team trying to analyze performance across a portfolio, those differences can quickly become a challenge.

TPG Hotels & Resorts wanted to standardize its independent hotels on a single PMS platform that could provide consistent data while also working well for smaller properties with lean teams.

“We had a diverse group of independent hotels. We had a number of different PMS systems, and we really wanted to unify them all on a single platform,” Brown said. “We also have small hotels with a very limited number of staff, so it really needed to be a system that was easy to use, easy for us to set up and maintain.”

Standardized Data Makes Portfolio Performance Easier to Measure

With Stayntouch PMS, TPG Hotels & Resorts can establish consistent standards for market segments, room types, and data flows across its properties.

That consistency makes it easier for Brown and his team to bring PMS data into TPG’s business intelligence tools and compare performance across hotels using the same underlying structure.

“One of the key things that using Stayntouch helps us do from a BI and overall operations standpoint is that we’re able to standardize everything from market segments and room types to the data flow in general on a consistent basis across the portfolio,” Brown said.

The result is a clearer view of individual hotel performance as well as the portfolio as a whole.

Real-Time Data Helps Teams Make Decisions Faster

Because Stayntouch is cloud-based, TPG can access individual properties from anywhere and see current performance without waiting for data to be pulled or consolidated.

For revenue management and business intelligence teams, that means decisions can be based on information that reflects what is happening across the business right now.

“Having more reliable and consistent data that’s up to date enables us to make decisions in real time, really fast,” Brown said. “We’ve got everything we need. We can make decisions quickly.”

TPG can also use corporate rate plans to deploy common offers across multiple properties. For a portfolio-wide promotion such as a Black Friday campaign, the team can use a consistent offer code and quickly measure its performance across participating hotels.

Portfolio Standards Without Losing Property-Level Flexibility

Standardization doesn’t mean every hotel has to operate exactly the same way.

Stayntouch allows TPG to establish configurations and standards at the corporate level while giving individual properties room to account for their own operational or reporting requirements.

“The ability to really set stuff up on a corporate level helps us tremendously, but there’s also the flexibility to allow individual properties to add stuff that’s specific to them,” Brown said.

That balance gives TPG a common framework for portfolio reporting without losing the flexibility independent hotels need.

Integrations That Work Without Becoming an Ongoing Project

For Brown, one of the biggest advantages of Stayntouch is straightforward: the integrations work.

TPG connects its PMS with other systems across its technology stack, and Brown says those connections don’t require his team to continually troubleshoot or manage integration problems.

“Integrations. They work. That’s really the best thing I can say about it,” Brown said. “I don’t spend any time having to work through integration issues. Once it’s done, it’s done. We don’t have issues.”

That reliability allows TPG’s business intelligence and operations teams to spend more time using their data rather than managing the systems moving it.

A Repeatable Approach to Onboarding New Properties

As TPG Hotels & Resorts adds properties, having established standards also makes onboarding more consistent.

TPG has built a strong working relationship with the Stayntouch onboarding team, including consistent team members who understand how TPG likes its properties configured.

“They know what we like, and we get to work with a consistent set of team members from Stayntouch,” Brown said. “We have our set of standards that we implement right away that they know and assist us with.”

That familiarity gives TPG Hotels & Resorts a repeatable foundation for bringing new hotels onto the platform while accounting for the needs of each property.

The Results

With Stayntouch, TPG Hotels & Resorts has been able to:

• Establish more consistent PMS data across its independent hotels
• Standardize market segments, room types, and other portfolio-wide configurations
• Feed more consistent data into its business intelligence tools
• Access up-to-date property performance from anywhere
• Make faster revenue and operational decisions using real-time information
• Launch and measure common promotions across multiple hotels
• Maintain corporate standards while supporting property-specific needs
• Connect Stayntouch with other hotel technology without ongoing integration issues
• Create a more repeatable onboarding process as new properties are added

For Brown, the most important outcome is the foundation Stayntouch provides for the business.

“I think the greatest business value it’s given us is the consistency and the reliability. The product doesn’t crash. From our standpoint, it’s really given us a very solid foundation.”

Michael Brown, VP of Business Intelligence, TPG Hotels & Resorts