Coming Soon : Introducing the "Upsell Adjustments" Module: Streamlining Edge Case Audits in ING
This feature is due for deployment on January 19th 2024
Within the landscape of hospitality data, we encounter unique scenarios classified as Edge Cases. These scenarios are shaped by the data we receive or don't receive from various global properties. What makes these Edge Cases particularly challenging is the variability in whether or not ING has received the change records from properties. To effectively address and navigate this complexity, we wrote the "Upsell Adjustments" module within ING.
The "Upsell Adjustments" Module: Efficiently Managing Edge Cases
Our "Upsell Adjustments" module is purpose-built to tackle the intricacies of these Edge Cases, providing a streamlined and efficient approach to their resolution. Here's how it works:
Data-Centric Focus: The module is tailored to work seamlessly with the data and Edge Cases processed within the application. These unique scenarios are identified and flagged using ING's intelligent algorithm, which is adept at recognizing common data errors and anomalies.
User-Friendly Interface: To empower our users, we've designed an intuitive user interface (UI) that allows for the seamless review and modification of these Edge Cases. It's a user-centric approach that simplifies the entire process.
Customized Validation: When, for instance, a guest extends their stay at a property, a new record is generated. This record typically retains all original data points, such as confirmation numbers and room numbers, except for the room price, which may change. This specific change is identified as an Edge Case. With the "Upsell Adjustments" module, users have the authority to validate and, if needed, adjust these records directly through the UI.
Data Accuracy Assurance: Beyond just streamlining operations, the module serves as a guardian of data accuracy. It ensures that all changes and updates related to these unique scenarios are executed with precision, leaving no room for data discrepancies.
What do we consider an Edge Case in Hotel ?
List of Edge Cases:
- Guest disputes a sale: When a guest disputes a sale for any reason, it triggers an Edge Case.
- Guest upsells during a stay - Upsell record received any day past the first night:
- An Edge Case occurs when a guest decides to upsell their stay, and the corresponding upsell record is received after the first night of their stay.
- Guest extends a stay: An Edge Case arises when a guest chooses to extend their stay at the property.
- Guest departs early: When a guest departs from the property earlier than their originally booked departure date, it constitutes an Edge Case.
- Guest purchases late check - day before departure: An Edge Case occurs when a guest purchases a late check-out option on the day before their scheduled departure.
- Price reduction during stay: If there is a reduction in the price of the accommodation during a guest's stay, it creates an Edge Case.
- Agent ID changes from the agent who upsold to the agent who received the phone call from the room: When there is a change in the agent responsible for handling an upsell, especially when the guest initiates contact from their room, it is considered an Edge Case.
- Guest returns to the lobby and accepts an upsell - Agent may have changed: If a guest returns to the lobby and decides to accept an upsell offer, even if the agent handling the interaction has changed, it results in an Edge Case.
Where can I find Upsell Adjustments?
- From the property dashboard -
- Go to the Audit Trail card and expand.
- You will a visual of the page below
- All are defined as use cases listed below-
- The end user can click on any of the data point and input the change .
- The user is presented with the old and the updated record. The user can create a new record or overwrite the current record.
The "Upsell Adjustments" module offers several benefits for handling these Edge Cases:
Flexibility: It provides flexibility to address diverse scenarios, ensuring that hotel staff can adapt to changes in guest preferences and situations.
Data Accuracy: The module helps maintain data accuracy by allowing for real-time updates and corrections to guest records.
Streamlined Workflow: It streamlines the workflow by centralizing the management of Edge Cases, reducing the need for manual interventions and data reconciliation.
Guest Satisfaction: By efficiently handling changes and disputes, the module contributes to enhanced guest satisfaction and ensures that guest expectations are met.
Operational Efficiency: It improves operational efficiency by automating tasks associated with these Edge Cases, saving time and resources.
Revenue Optimization: The module can also contribute to revenue optimization by enabling the identification of opportunities for upselling and pricing adjustments.