How The Social Hub grew across Europe and took the platform in house
More than twenty hotels across Europe, one owned knowledge layer for guests, community and operations, and an in-house team running it.
1The challenge
The Social Hub was opening hotels across Europe faster than its data could keep up. Every location had its own systems for bookings, F&B, events and community, and the knowledge about guests and operations sat with people and in separate reports. Group decisions rested on numbers nobody could fully substantiate.
2Our solution
Foundation first. We recorded once what a guest, an occupancy, an event and a community member mean, with a source and an owner per definition. The sources then came under governed management, so every dashboard, assistant and operational process inherits the same meaning. In parallel, The Social Hub's own people were brought into running that layer.
3The results
The Social Hub built its own data team and now runs the platform itself. More than twenty hotels across Europe work from the same recorded knowledge, new locations plug into it from day one, and the knowledge about guests and operations stays in house rather than with a vendor.
