Case Study: Mandarin Oriental Hotel Group achieves up to 75% reduction in integration effort and real-time 360° guest profiles with Neuron ESB

New guest profile system reduces integration efforts by up to 75%

Mandarin Oriental Hotel Group, a global luxury hotel operator, needed a way to build a consolidated, qualified 360° view of guests and deliver real-time guest profiles to both online and on-site touchpoints — including capturing website visitor information without requiring a reservation — while integrating with existing systems like SMS|GlobalGuest and SynXis CRS.

Neudesic’s Neuron ESB provided the solution by exposing OTA-based web services, translating messages between the website and backend systems, synchronizing profiles, and using ADFS/Azure ACS token-based authentication for secure credential management. The implementation enabled the “My Profile” capability, cut integration effort by up to 75%, delivered real-time guest data across channels, leveraged existing investments, and established a foundation for future integrations and improved guest recognition and service.

Mandarin Oriental Hotel Group

Monika Nerger

Chief Information Office