The Hidden Cost of Manual Work in Hospitality
A benchmark report for hospitality leaders on where operational capacity is being lost today, and how leading hotel groups are reclaiming it through automation.
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Benchmarks and case studies
from hospitality groups include:
Manual work is quietly draining capacity across hospitality operations
Hospitality leaders are operating under sustained pressure from labour shortages, rising costs, and higher guest expectations. Yet much of the work required to keep operations running remains manual, repetitive, and fragmented across inboxes, spreadsheets, and systems.
Guest communications, finance reconciliations, HR administration, and reservations workflows absorb thousands of hours of effort each year. The impact shows up as slower response times, stretched teams, and operational risk, not because teams are underperforming, but because manual operations cannot scale reliably.
What this benchmark report gives you
Where capacity is being lost today
Benchmarks highlighting the operational areas absorbing the most manual effort across hospitality.
Which processes deliver the fastest returns
Evidence showing where automation delivers quick, low-risk impact with measurable ROI.
Real hospitality examples
Case studies from hotel groups already using automation to stabilise operations and scale.
A practical lens on automation ROI
Clear guidance on how to assess time saved, cost reduction, and operational risk.
Who this report is for
- Hotel group executives and COOs
- Heads of Operations and Shared Services
- Finance and HR leaders in hospitality
- Technology and transformation leaders
If you’re responsible for operational performance, capacity, or service delivery, this report is for you.
This benchmark combines Centelli’s delivery data across hospitality clients with publicly available industry research. It focuses on real operational workflows, not theoretical use cases, and reflects where automation is delivering measurable value today.
Find out where automation could reclaim capacity in your operations
Book a no-obligation automation assessment to identify where manual work is draining capacity across guest services, finance, HR, and operations.
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