How Loews Hotels & Co Drives Standardization and Profitability with ROH

Loews Hotels & Co is an American luxury hospitality company that owns and/or operates 19 hotels in the United States and Canada. Loews Hotels & Co believes that everyday is an opportunity to enrich life through exceptional experience. With a willingness and commitment to offer comfort, care and everything within its team for those who come through their property doors, Loews Hotels & Co is dedicated to allowing its guests to flourish.

In support of finance, reservations and IT teams, The Loews Hotels Business Service Center provides services through a centralized team of subject matter experts on everything including: central reservations, accounting, payment, billing procurement, process performance & improvement and information technology. Through this centralized team, Loews Hotels & Co provides an enhanced level of consistency and quality of service to its guests, vendors and team members alike. Headquartered in New York City, Loews Hotels & Co is a wholly-owned subsidiary of Loews Corporation.

Operating more than 19 hotels and resorts, it was difficult for the sales and finance teams at Loews Hotels & Co to gain clear visibility on booking payments. In part, this was due to each team using disparate systems, sales working with Amadeus Delphi their Customer Relationship Management System (CRM) and finance leaning on Oracle Opera Cloud, its Property Management System (PMS). Additionally, limited digital payment options made it challenging for Loews Hotels & Co to track where payments were in the cycle. Was a payment due date coming up? Did it get paid? Was it overdue? In a digital-first world, the lack of a digital payment solution created a poor end client experience. Yet, with concerns around integrating new technology and the potential for a trying onboarding process with employees, Loews Hotels & Co was hesitant to implement a new system.

To start, ROH’s dedicated team of industry experts worked with Loews Hotels & Co to understand their challenges and concerns. Focused on delivering a smooth transition, ROH's payments and revenue management platform was seamlessly integrated into Loews Hotels & Co existing technologies stack.

Once onboarded, ROH’s platform, which can display unique dashboards based on an individual’s roles and responsibilities, provided Loews Hotels & Co’s team the visibility across their property portfolio that led to increased collaboration across sales and finance, and improved operational efficiency.

With increased access to contracts and payments data, finance team members were able to automate common time-consuming tasks such as chargebacks, disputes and refund resolutions. Automatic charge capabilities, direct bill workflows, flexible payment options and automatic notifications also made it easier to proactively stay on top of at-risk payments, ultimately improving aging AR.

“As a finance organization, the ability to access a holistic view is vital. The ROH team has done a wonderful job with data visibility from invoicing to cash flow! The team is wonderful and very responsive,” said Kelly Phatsadavong, Director of Billing and Credit Services, Loews Hotels & Co.

After rolling out the initial ROH pilot with four properties and having such great success, Loews then expanded its use of ROH’s payments and revenue management platform across the rest of its portfolio.