Case Study: Starwood Hotels & Resorts Worldwide improves guest personalization with Salient Process's IBM Operational Decision Manager solution

Starwood Hotels & Resorts Worldwide, Inc - Customer Case Study

Starwood Hotels & Resorts Worldwide, Inc., a global hotel operator and franchisor, wanted to create a more personalized booking experience but its existing systems could only capture basic room type and rate information. Guests could not easily specify preferences like floor location or proximity to the elevator, making it difficult to deliver customized service. Vendor Salient Process supported the effort with IBM Operational Decision Manager software.

Salient Process helped Starwood implement IBM Operational Decision Manager to let guests choose room location, features, and preparation preferences during booking, while also loading loyalty data and applying property-specific rules. The solution enabled staff to update business rules quickly, and Starwood now meets at least one guest preference for 80% of stays globally. It also speeds check-in and improves customer satisfaction by ensuring preferences are captured before arrival.

Starwood Hotels & Resorts Worldwide, Inc

Josh Foure

Director