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How Wyndham Reduced Onboarding Time and Support Volume Across 35,000 Users
Wyndham Hotels & Resorts partnered with Apty to streamline operational processes across global properties. By embedding multilingual, in-app guidance into key hospitality systems like Opera and Synxis, they improved guest service outcomes and reduced training friction—at scale.
The Challenge:
Wyndham’s hotel teams manage fast-paced operations using multiple platforms. But with high turnover and complex tools, new employees struggled to onboard quickly, and existing staff spent valuable time navigating systems instead of serving guests. Process consistency varied across properties, and support teams were flooded with basic “how-to” questions during peak seasons.
The Apty Shift:
Wyndham selected Apty to help them reimagine training and process execution. The implementation focused on:
- Reducing onboarding time for new employees
- Providing step-by-step, multilingual guidance directly inside operational systems
- Enabling front-line teams to complete tasks confidently without relying on memory or paper SOPs
The Outcomes:
- Onboarding time significantly reduced across global hotel properties
- Support ticket volumes decreased as users became more self-reliant
- Employees were able to complete reservations, check-ins, and guest service tasks faster and with fewer errors
- Process adherence improved across Opera, Synxis, and Salesforce platforms
- Guest experience improved through faster, more confident service delivery
”Apty has transformed how our hotel teams interact with critical systems. The impact on both operational efficiency and guest satisfaction has been remarkable.
— Global Operations Leader, Wyndham Hotels & Resorts
Want to see how?
Download the full case study to see how Wyndham built global operational consistency through digital adoption.