Global Hotel Alliance's loyalty program (DISCOVERY) is a loyalty program like no other. It was founded on a principle that rewarding members with authentic, memorable experiences is more valuable than collecting points. Travelers are rewarded with local experiences across approximately 500 hotels and 76 countries and are perceived as the "off the tourist trail" travel experience. In order to increase customer satisfaction and increase their revenues per member, Discovery wanted to recreate their own values into a tailored booking engine to gain traction.
GHA Loyalty and MICROS eCommerce contracted Norse Digital to create a new portal website and integrated booking engine with the aim of significantly increasing revenues per member, particularly in terms of cross-brand sales. The GHA DISCOVERY program has been in operation for almost three years and has nearly 3 million individual members, although less than half of these members have stayed in a GHA property over the last 18 months. GHA had long been a user of the MICROS OPERA Reservation System and OPERA Customer Information System platforms and was initially interested in owning their own booking engine built with a custom OWS (OPERA Web Services) interface.
Norse Digital transformed the existing website from a business-to-business focused site with a loyalty program component to a business-to-consumer focused site with a limited B2B presence. We used OPERA Web Services and other third-party APIs to build an intuitive, easy-to-use website that makes profile, preference, and reservation information easily accessible across all brands.
Our Booking Engine offers the Global Hotel Alliance with the ability to offer extended services and support to their member brands.
Project type: Web, Mobile, Integrated Booking Engine/Loyalty Platform
Link to Solution: https://www.gha.com/About-DISCOVERY
Our role: Information Architecture, UX/UI Design, Development(website & booking engine), Project Management
Technology: eZ Publish, MICROS OPERA, MICROS OCIS