  The limousine service in luxury hotels is an integral component of the whole
customer journey in the hospitality industry. One of the largest hotels in
Singapore manages a fleet of both in-house and outsourced vehicles around the
clock, serving 9000 trips per month on average. The need for vehicles may scale
up rapidly, especially during special events and festive periods in the
country. The excess demand is met by having additional outsourced vehicles on
standby, incurring millions of dollars of additional expenses per year for the
hotel. Determining the required number of limousines by hour of the day is a
challenging service capacity planning problem. In this paper, a recent
transformational journey to manage this problem in the hotel is introduced,
driving up to S\$3.2 million of savings per year with improved service level.
The approach builds on widely available open-source statistical and spreadsheet
optimization tools, along with robotic process automation, to optimize the
schedule of its fleet of limousines and drivers, and to support decision-making
for planners/controllers to drive sustained business value.
