Operational Service Centre

2

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objective1

3

2

The Team

5

4

6

3

The Mission

Provide efficient and scalable operational support to the Hotelbeds Contracting and Yielding teams for both Bedbank and Activities, Transfers & Experiences (ATE).

4

Objective

1. Cost-efficiency2. Consistent level of service to contracting and yielding teams3. Standardization and harmonization of internal processes4. Quality of service, reduction of processing errors5. Scalability6. Continuous improvement

5

"You can't manage what you can't measure."

6

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objective1

3

2

The Team

5

4

6

7

Bedbank and Activity, Transfers & Experiences (ATE) :

1. Contract loading incl. new supplier request, marketing contribution and overrides

2. Contents loading and validation

3. Sure2Care support

4. Stop sales

5. Offers loading and contract adjustments (e.g. allotment, rates…)

6. Booking confirmation

7. Error audit/Bookings Reconciliation

• Processes that are NOT part of OSC:– Offline bookings …………………………………….

……………………………Local booking– Book-outs, denials …………………………………………………….…

…. Bookouts teams– Hotel requests: booking resend, inquires ………………………

Booking teams– Litigations resolution (Contact for FSC)……..………………….

Regional finance teams– Ecobill, SWS trainings………………………………………………………

….Local Support teams /Yield– All T&AB processes in DS (overlapping) destinations

………………………………………………. DS – Contracts and contents for non-ATLAS destinations (for TUI

operators) …………….. DS

Tasks of the OSC

8

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objective1

3

2

The Team

5

4

6

9

Loading: Tickets Per Month

Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0

2000

4000

6000

8000

10000

12000

Americas

Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0

2000

4000

6000

8000

10000

12000

Meapac

Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0

2000

4000

6000

8000

10000

12000

Global

Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0

2000

4000

6000

8000

10000

12000

Europe

OpenClose

We only consider here tickets of Contracts Loading&Revision.

10

Reports that we want to provide

• Time-to-market;• Closed tickets• Error overview• Etc. productivity?, Contents?

• Loading contracts report• Sure2Care, Bookings actions, Stopsales, offers, contract

adjustments

• Internal error audit• Internal Benchmark of productivity• Improvements (CRs) requested and realized

To Regions

MonthlyTo Board

WeeklyMonthly

MonthlyTo OSC team

11

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objective1

3

2

The Team

5

4

6

12

Organizational Overview

Stop Sales Agents

Contract

adjustment Agents

Auditor/quality

control

Loading

Agents Accom

Team LeaderStop/Open Sales &

Bookings

Hotelbeds product Loading Manager

Accommodation Contents Loader

S2C Agents

Contents Validators

Product

Administration Manager

Booking Agents

Head of

Operational Service Center

Business Analysts America

Operational Service Center Senior Manager

Asia

Operational Service Center

Senior Manager

Europe Operational

Service Center Senior Manager

Administrative

coordinator

TBDEstela Jiménez Hazel Cameron

Viola Ammesdörfer

TAB loading teamTBD

80

Total APROX 230

Kai Wei

13

OSC America (LATAM & N-America)

14

OSC MEAPAC

15

OSC Europe (MEDAF & EC)

16

Staffing

Region Have From other depts.

New to recruit

To- be

America 62 4 8 74

Europe 55 10 19 84

MEAPAC 59 4 17 80

TOTAL 176 18 44 238

62 FTEs to add

17

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objective1

3

2

A&D | Project OSC | Sept 2013 |

The Team

5

4

6

18

Issues to solve & Dependencies

We have to solve:• Transfer and activity bank /ATE processes • Operational – booking confirmations• Translations (operational) – at the moment in APS• SI contents – Who takes care of Supplier Integration contents

?• Liberate• Litigations – MEAPAC Error audit coordinatin FSC• Calculation of Cost distribution “key” to distribute to the

regions

We depend on:• ATLAS 2.0• Contract wizard• Content management platform• Autorenewals• SWS

19

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission1

3

2

The Team

5

4

6

20

Ideas & Projects

OSCBlog for loaders to reduce errors

Weekly

“sta

ndup”

meetings f

or

communica

tion

Interchange of

workload in all 3 hubs

ETC

Screens: productivity

Incentives

21

Ideas & Projects

The Issues to solve

The Workload in diagrams & Reports

The Tasks

Operational Service Center

The Mission & Objectives1

3

2

Implementation timeline7

The Team

5

4

6

Oct Nov Dec Jan Feb March Apr May

Initiation• Communication, SLAs

Main processes• Accom. loading, contents,S2C

Additional processes• Offers, adjustments,stop sales

(exc. MEAPAC)

Additional processes• Offers, adjustments, stop sales

MEAPAC

Bookings• Reconf., Reconciliation

Reporting• Efficiencies, workload

T&AB• All processes

High level Implementation timeline

New office space required

Reduce backlog

SLA, Budget,Communication

Reporting

New office space required

New office Palma, Shanghai

Operational improvements

Exceptions

OSC fully functional

Decision Americas office

23

OSC Motto

AmbitionAttitudeAction

24

“Ask not what your country can do for you – ask what you can

do for your country”