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Case Study:UK basedHospitality Company

Infomate infographic showing SME finance challenges, including cash flow management, rising operational costs, manual finance processes and limited real-time financial insights.

Client Overview

A leading UK-based hospitality company manages a diverse portfolio of hotel chains such as Hilton, Continental in London, Holiday Inn, KFC restaurants and care homes,catering to luxury, midscale, and economy markets across major cities like London, Leeds, and Edinburgh, as well as regional locations. The group operates 20+ hotels with 17 FTE in operation at Infomate The group and relieson Infomate to handle key financial processes.

Services provided by Infomate

  • Accounts Payable & Receivable
  • Bank Reconciliation
  • Expense Management
  • Broker Commission Processing
  • Client Payments & Refunds
  • Master Client Set ups
  • Daily Cash balancing
  • Journal Entry Processing
  • Tax Computations
  • Management Accounting
Infomate infographic showing SME finance challenges, including cash flow management, rising operational costs, manual finance processes and limited real-time financial insights.

The Problem

  • Talent Issues –Increasing costs and difficulty attracting top talent. Legacy team and systems did not provide platform for the ambitious growth plans
  • Deposit Ledger Issues–Inefficiencies in tracking advance payments, reconciling transactions, and preventing fraud due to system and process limitations, delayed processing
  • Guest Ledger Issues–Late recording of guest charges, lack of real-time revenue updates, and difficulty in recovering overdue payments.
  • Operational Challenges–Late financial submissions may result in fines erode stakeholder

The Solution

Development and Implementation of a Comprehensive SOP Manual Overview:

We have developed a comprehensive Standard Operating Procedure (SOP) manual to enhance the reconciliation process for the Guest Ledger, Deposit Ledger, and other balance sheet accounts. This manual is aligned with the Scope of Work (SOW) and Service Level Agreements (SLAs) to clearly define operational requirements and performance

Alignment with SOWs:

The manual integrates deliverables from the SOW with SLA performance parameters to standardize processes and meet agreed service expectations.

Comprehensive Query Management Workflows:

Ensured effective communication within 24 hours, reducing response times and increasing operational agility.

Outcome

This SOP manual provides a solid foundation for operational excellence by ensuring clarity, efficiency and accountability in key financial processes. The client’s formal approval validates the quality and reinforces our commitment to delivering exceptional service.

Quality score of 100% = (No of Fatal errors detected by client/No of documents processed –No of Fatal errors).
Accuracy Score of 100% =(No. of Fatal errors detected by client’s quality check in a month/N0 of total documents processed)
Turn around Times of 97.41% = Efficiency -The percentage of documents completed within the agreed Turnaround Time (TAT), calculated monthly and reported to the client

Client Comment

“We have been working with Infomatesince late 2023. I am very impressed with the services provided by Infomate–they have supported us by understanding our key objectives and SLAs and helping to deliver these by integrating with our UK Finance team.
The team are highly professional, and I find them approachable and friendly with work completed to a high standard. We have a dedicated client contact who is engaged with us on a daily basis!
I am hugely thankful for their ongoing support and look forward to continuing our partnership. “
Group Financial Controller UK Hospitality Company

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