Inside RBH’s transformation from manual spreadsheets to unified commercial intelligence across a 9-PMS portfolio

For large, multi-brand hotel management companies, commercial performance often depends on the one thing that’s hardest to achieve: reliable, timely, and unified commercial data. When a portfolio spans dozens of hotels, nine different PMS systems, multiple ownership structures, and a mix of branded and independent properties, teams can easily find themselves constrained by inconsistent data, long manual processes, and siloed decision-making.

This was the reality RBH confronted.

Over the past decade, RBH has managed more than 150 hotels for a broad range of hospitality investors including institutional, private equity, family offices and private investors. The organisation is designed for scale with a fully centralised structure of 85 hotel specialists covering commercial, finance, procurement, IT, facilities management, legal, capital projects, and health & safety. Yet one persistent gap limited their ability to make fast, confident commercial decisions: a unified view of PMS commercial data across the entire estate.

Bridging that gap sparked a three-year journey, one that led RBH to transform its internal workflows, forecasting capabilities, and portfolio-wide insight through the adoption of Juyo Analytics’ platform.

Who RBH Is: A Third-Party Operator Built for Complexity

RBH operates strictly as a white-label management company. They do not own hotels; instead, they run them on behalf of owners and investors with diverse strategies and brand preferences. This model requires exceptional flexibility:

• Branded & independent hotels
• Properties ranging from limited service to luxury
• Partnerships with all major global brands: Hilton, IHG, Accor, Marriott, Wyndham, Best Western
• A constantly evolving PMS landscape, with frequent migrations and brand-driven technology shifts

This complexity directly affects the commercial function. As Finance Director Stuart Houston, who also oversees RBH’s analytics and business systems, explains:

“Being a third-party operator means we inherit a lot of different technologies. At one point, we were operating across nine PMSs. Any solution we brought in had to be completely agnostic and had to work for the whole business.”

The Challenge: A Missing Link in Their Business Intelligence

Before partnering with Juyo, RBH relied heavily on offline Excel models to analyse commercial performance. While RBH maintained a robust business intelligence environment through IBM Cognos, including management accounts, ReviewPro scores, STR/Lighthouse data, and procurement information via Procure Wizard, PMS commercial data was the missing piece.

It created several problems:

1. Slow decision-making: To understand what was driving performance in any given month, the team often had to call the hotel, ask commercial teams to manually pull reports from the PMS, and wait hours—or sometimes days—for answers.
2. Anecdotal conversations: Without unified data, performance discussions across departments were based on partial information or assumptions.

“Before Juyo, a lot of conversations were anecdotal. You’d hear ‘it’s probably this segment’ or ‘likely this channel’. Now we can identify the source of a problem or success immediately.”

– Stuart Houston

3. No real-time visibility: RBH’s BI tools were not designed to ingest PMS data, leaving the company without a clear, instant view of:

• segments
• room types
• channels
• booking pace
• trends

4. A stalled internal project: RBH initially attempted to build an internal commercial system with an external partner. After 12 months, they still couldn’t obtain the required technical inputs. The effort was absorbing significant resources without delivering results.

It was RBH’s former Head of Revenue Management who first identified Juyo Analytics as a potential solution.

How RBH Found Juyo Analytics

When Chris Martin introduced Juyo to RBH, the fit became clear early in the process. After evaluating several vendors, RBH found that Juyo was the only solution offering both:

• an intuitive visualisation layer that even non-experts could use
• a data platform capable of feeding raw PMS data directly into Cognos

This dual functionality became the turning point.

“The data platform was the biggest differentiator. It filled the missing link in our BI system and allowed us to bring PMS commercial data into the same place as everything else.”

— Stuart Houston

Unlike other solutions, Juyo Analytics did not require replacing Cognos, an essential point for a company with a complex BI ecosystem already supporting numerous internal tools.

The Trial: A Single Hotel That Proved the Concept

RBH began with a one-site pilot at the Crowne Plaza London Docklands, a hotel with a high business mix complexity. The goal was to test:

• whether Juyo could handle segmentation and event-driven data
• whether the visualisation and data layers aligned with the RBH needs
• whether PMS integrations would work across future migrations
• whether Juyo could effectively support data validation and accuracy checks during initial onboarding
• whether the onboarding process was robust enough to scale across dozens of hotels

The trial succeeded. RBH quickly expanded Juyo across Opera, Guestline, Hilton OnQ, and later Hilton PEP properties, and continues onboarding HotelKey, StayNTouch, and remaining PMSs through Juyo’s roadmap.

The Solution: A Unified, Intuitive Data Ecosystem

With Juyo Analytics, RBH gained three critical capabilities:

1. Automated PMS commercial data flows into Cognos: This eliminated manual Excel models and enabled:

• • • morning-ready datasets
    • unified data across hotels
    • structurally consistent information despite PMS diversity
    • support for procurement analysis, forecasting tools, and executive reporting

2. Portfolio-wide visibility at the touch of a button:

“The speed of turnaround is night and day. Information that used to take hours or days is now available instantly.”

— Stuart Houston

 

Leadership teams can now drill directly into:

• • • room type performance
    • booking trends
    • sleeper density
    • segment-level variances
    • channel mix
    • pace and business-on-the-books

3. Improved communication and alignment: Insights are now shared daily:

• • • by hotel teams (GMs, RMs, DOSMs, FCs)
    • by operations directors
    • by finance
    • by the executive committee
    • and even with owners through RBH’s Owners Link platform, now enhanced with forward-looking data

“It increases visibility across the business. Sometimes that’s a blessing and sometimes a curse. But the ‘urban myths’ disappear.”

— Stuart Houston

Outcomes: Stronger Performance and Better Forecasting

With Juyo fully embedded across the majority of the estate and PMS integrations stabilised, RBH began to experience the tangible impact of unifying its commercial data. What had started as a response to slow, fragmented reporting evolved into a structural shift in how the organisation understands performance, prepares forecasts, and makes decisions. The benefits appeared at every level of the business—from hotel teams to executive leadership and owners—shaping a more consistent, informed, and proactive commercial engine.

1. A stronger RGI position: Several RBH hotels have materially improved their RGI performance since adopting Juyo Analytics.

“Ultimately, owners want better market share and more cash in the till. We’re seeing that return.”

— Stuart Houston

2. Dramatically improved forecast accuracy: The shift from Excel-based tools to automated, data-driven models—built internally but powered by Juyo’s data—has been transformational.

“In my ten years at RBH, this is the biggest change to our systems and processes. Forecasting is easier, more accurate, and fundamentally better.”

— Stuart Houston

3. Better resource allocation: Instead of being waylaid by manual administrative tasks, their specialised teams can now focus on making smart commercial decisions through their immediate understanding of:

• • where volume will land
  • which windows have passed
  • where to deploy sales resources
  • how to staff for upcoming business mix
  • where rate strategy needs adjusting

4. Faster, fact-based decision-making: The organisation no longer needs to wait for manual reports. Everything is available instantly.
5. High user adoption: RBH invested in “train-the-trainer” models, on-site workshops, and virtual sessions. Revenue management teams now utilise Juyo Analytics daily.

“Ease of use is critical. If something is hard to access, people don’t adopt it. That’s where Juyo excels.”

— Stuart Houston

What’s Next for RBH

RBH is completing onboarding of the remaining hotels while exploring new opportunities, including:

• Meeting & Events / Sales & Catering data ingestion
• F&B analytics via Juyo
• Continuous enhancement of internal Cognos tools built on Juyo’s data feed

The collaboration remains active, with weekly account management calls and ongoing discussions on the roadmap.

A Partnership That Accelerated Innovation

RBH’s partnership with Juyo Analytics demonstrates what’s possible when a hotel operator aligns a complex portfolio behind a single source of truth.

By unifying PMS commercial data, automating BI flows, and giving teams instant access to business-critical insight, RBH now operates faster, more accurately, and with a level of transparency that strengthens both hotel performance and owner satisfaction.

And as Stuart summarises:

“Juyo helps us drive performance across our portfolio. Everyone is looking at the same information at the touch of a button—and that makes a real difference.”

From Juyo’s perspective, the collaboration with RBH has been equally valuable. RBH’s scale, multi-PMS environment, and deep technical expertise provided a real-world testing ground that accelerated the evolution of Juyo’s data architecture and integration capabilities. Their feedback directly contributed to improvements in API connectivity, reverse-API forecasting workflows, onboarding processes, and the platform’s ability to handle increasingly frequent PMS migrations. The partnership also strengthened Juyo’s brand position as a trusted, agnostic solution for third-party operators managing heterogeneous hotel portfolios.

“RBH pushed us to refine the platform in ways that benefited all our customers. Their operational complexity and clarity of requirements helped us elevate Juyo faster and with greater precision.”

— Vassilis Syropoulos, Founder & CEO, Juyo Analytics