Success Story - Hospitality

Success

Luxury hotel brand promotes employee engagement with upgraded program

Our client is a full-service luxury hotel and resort brand that operates in cities around the world.

Challenge

An internal program allows employees at the brand’s many locations to share best practices with their peers at other properties. Designated contributors at each property are responsible for submitting best practices from within their areas of expertise, and the hotel’s subject matter experts review and select the practices that will be universally adopted across the brand.

The hotel wanted to make it easier for staff to use the program to share ideas and collaborate across properties, as well as increase participation in the program. The program had been running on SharePoint 2010 for several years. The first phase of work was to migrate to the cloud using Microsoft Office 365 and the latest version of SharePoint. This would alleviate VPN challenges that were inherent to the previous platform.

The second phase of work focused on improvements to user experience, interface functionality, workflow and validation. A visual makeover, analytics capability and gamification were all part of the second phase as well.

 

Solution

The program was migrated from its previous on-premises environment to the cloud. Following a review of high-level requirements, RDA generated a set of use cases as a guide for project development. New features and functionality were coded and demonstrated, with changes implemented on approval. 


Results

Initial response from users has been very positive, and ideas for future development continue to be generated based on the first two phases of completed work. 

Technical Chops

  • Skill sets
    • UI design
    • Documentation for training
  • Tools
    • Microsoft O365 SharePoint Online
    • SharePoint Designer
    • Sharegate

"We partnered with RDA to enhance our best practice site, which was housed on Share Point Lite. We upgraded to O365, which allows for a more robust site and user experience.

The team from RDA brought a wealth of knowledge and fresh ideas to the table for us to explore. We were in a situation of “we didn’t know what we didn’t know” - re: the O365 platform. After sharing our desired state, not only did the team say YES to our requests, they also provided additional ideas, which further enhanced the user experience. We gained the ability to add more videos and graphics/pictures vs. words, and the ability to pull analytics, which is huge for us. The team met all timelines and was extremely patient with us. The platform is now in brand voice and all users are raving about the enhancements."

Hotel - Area Director

Business Drivers

  • Improving customer experience
  • Driving employee adoption and engagement
  • Reducing staff workload
  • Improving accessibility