Customer spotlight: Lotte Hotels & Resorts
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How Lotte Hotels & Resorts uses Lighthouse to optimize revenue management and drive performance
Key Results:
Increased efficiency by centralizing revenue data across 37 properties
Enhanced strategic decision-making with real-time performance insights
Saved significant time by automating data collection and analysis
About Lotte Hotels & Resorts
Lotte Hotels & Resorts is the largest hotel chain in Korea, with a presence across multiple countries. The group operates a mix of city hotels and resort properties, catering to a broad clientele. Managing revenue performance across such a diverse portfolio requires efficient, real-time insights into booking trends, competitive pricing, and demand forecasting.
Jenny Jung, Revenue Manager at Lotte Hotels & Resorts Head Quarters, to understand how Lighthouse’s Business Intelligence, Market Insight, and Rate Insight have transformed the way the company operates at both the property and headquarters level.
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A centralized revenue management solution
Challenge:
Managing 37 properties worldwide meant that the revenue team at headquarters had to manually gather data from each location, a process that was both time-consuming and prone to discrepancies. Before Lighthouse, revenue managers spent entire days extracting and compiling performance data just to generate reports.
Solution:
By integrating Business Intelligence, Lotte Hotels & Resorts was able to consolidate all property data in one platform, allowing the team to access real-time performance metrics without needing to pull reports from individual PMS systems. The centralized dashboard provides instant insights into pickup trends, booking source performance, and market comparisons.
Results:
Faster decision-making: Revenue managers can now instantly access performance data without manual compilation.
More time for strategy: Instead of spending hours on data collection, the team can focus on analyzing trends and making informed decisions.
Improved data accessibility: Other departments, such as sales and marketing, can also access insights, eliminating the need to request reports from the revenue team.
"Previously, revenue managers had to extract data every morning and compile it manually. Now, we just log into Lighthouse, and everything is there. It saves so much time and ensures we all have access to accurate, up-to-date performance data."
Maximizing revenue performance with real-time insights
Challenge:
Without an integrated platform, analyzing booking performance and market trends was difficult, especially for properties operating in different time zones and currencies. Management teams had to request reports from revenue managers, delaying decision-making and reducing agility.
Solution:
Business Intelligence allows Lotte’s headquarters team and individual property managers to access live booking performance. With custom filters, Jenny can quickly analyze data across different properties, booking sources, and time periods to identify trends and opportunities.
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Results:
Faster reporting: Management can now directly access the data they need, reducing reliance on revenue teams to generate reports manually.
Improved transparency: With consistent, real-time data across all properties, decision-making is based on clear, standardized metrics.
Data-driven marketing: The marketing team uses Business Intelligence to identify underperforming properties and adjust campaigns accordingly.
"Before, when management needed data, they had to request reports from the sales or revenue team. Now, they can access everything themselves, allowing them to focus on strategy rather than data collection."
Smarter market positioning with Rate & Market Insight
Challenge:
Before adopting Rate Insight, Lotte Hotels lacked a rate shopping tool, making it difficult to track competitor pricing changes. Revenue managers had to manually search OTA sites or contact competitors to understand rate positioning, which was inefficient and inconsistent.
Solution:
With Rate Insight, properties can now instantly compare pricing with competitors in real time, ensuring that their rates remain competitive. The Market Insight tool also provides forward-looking demand data, allowing the team to anticipate trends and adjust pricing strategies accordingly.
Results:
Accurate rate tracking: Hotels no longer need to manually check competitor prices, as Rate Insight provides instant rate comparisons.
Better demand forecasting: Market Insight helps properties detect upcoming surges in demand and adjust pricing strategies ahead of time.
Optimized pricing strategies: Hotels can quickly adapt to competitor pricing movements, ensuring they remain competitive.
"Before using Rate Insight, hotels had to manually check competitor prices. Now, we simply refresh the tool, and it automatically updates everything, making pricing decisions much easier."
Seamless integration with existing systems
Challenge:
Lotte Hotels uses multiple revenue management tools across different properties, including IDeaS and Duetto. Ensuring that data from Rate Insight was seamlessly integrated into these systems was critical for maintaining a streamlined revenue management process.
Solution:
Lighthouse’s rate shopping data integrates directly with Lotte’s revenue management systems, ensuring that competitor pricing information is automatically factored into pricing decisions.
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Results:
More precise pricing strategies based on real-time competitive data
Improved efficiency in revenue management workflows
Seamless collaboration across different platforms
"We receive rate shopping data directly into our revenue management systems, allowing us to make more informed pricing decisions without needing to manually input data."
Improved collaboration across teams and regions
Challenge:
With properties across multiple countries, aligning sales, marketing, and revenue management teams around a single source of truth was difficult.
Solution:
Lighthouse enables all teams to access the same data in real time, ensuring that meetings and strategic decisions are based on consistent, up-to-date information.
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Results:
More productive meetings: Teams arrive at discussions with pre-analyzed data, allowing them to focus on strategy rather than data verification.
Better sales performance tracking: Sales managers can track their agent performance and KPIs directly within the platform.
More effective marketing campaigns: The marketing team can pinpoint which properties need support and adjust campaigns accordingly.
"Sales, marketing, and revenue teams now have equal access to data. When they come together for meetings, they’ve already reviewed the numbers, allowing for more focused and strategic discussions."
Final thoughts: The backbone of revenue management at Lotte Hotels
By using Lighthouse Business Intelligence, Rate Insight, and Market Insight, Lotte Hotels & Resorts has been able to:
Save significant time by automating data collection and analysis
Make more informed pricing decisions with live rate comparisons
Improve collaboration by giving all departments access to a single source of truth
For Jenny Jung, Lighthouse is an essential tool that has transformed the way revenue management operates at Lotte Hotels & Resorts.
"Lighthouse is our most essential revenue management tool. It saves time, ensures accuracy, and serves as the foundation for all our strategy meetings. I highly recommend it to anyone looking to streamline their revenue operations."
