Payment Orchestration as a Growth Catalyst: The Radisson Hotel Group Case Study

To unlock the next phase of growth and ensure consistency for guests worldwide, Radisson Hotel Group set out to create a more standardized and scalable payment foundation, one that would support innovation, enhance operational efficiency, and enable seamless integration of new technologies. This strategic initiative aimed not only to improve the payment experience for guests but also to position the group as a leader in digital transformation within the hospitality industry.

For payment method integration, CellPoint Digital implemented universal support for major card schemes across all properties, including Visa, Mastercard, Diners, Discover, American Express, and PayPal. The platform was designed with the capability to easily integrate digital wallets and local alternative payment methods in future phases. The solution includes support for hotel-specific payment scenarios, covering both immediate "pay now" options at booking time and "guarantee" flows that allow guests to book rooms and pay upon arrival at the property.

The back-end architecture features connections to multiple acquiring banks, enabling intelligent routing and backup capabilities if primary acquirers experience issues. Smart routing logic directs transactions to the acquirer most likely to approve the payment, improving overall conversion rates. The system creates unified reporting mechanisms to streamline the reconciliation process across all properties, regardless of their management structure or location, while building scalable connections to Radisson's complex property management system ecosystem.

From an operational standpoint, the common payment flow has eliminated disparate approaches across properties, simplifying training and operational procedures. Standardized reporting has reduced the time and resources required for financial reconciliation, decreasing accounting costs. The centralized platform has decreased the number of direct integrations needed between properties and payment service providers, simplifying the overall IT landscape. Intelligent routing capabilities ensure transactions are processed through the optimal acquirer, increasing approval rates and reducing lost revenue.

The solution also enables strategic growth through its scalable architecture, which allows new properties to be quickly onboarded to the payment system, removing a potential obstacle to growth through acquisition. The platform's ability to handle multiple currencies and payment methods aids Radisson's continued expansion into new markets. Consolidated payment data provides valuable business intelligence that informs strategic decision-making around pricing, promotions, and market entry, while the modular design allows for easy integration of emerging payment technologies and methods as consumer preferences change.

Through its partnership with CellPoint Digital, Radisson Hotel Group has changed its payment infrastructure from an operational necessity into a strategic asset that improves the guest experience while enabling sustainable growth. By standardizing payment processes across its diverse global portfolio, Radisson has created a scalable foundation that can efficiently accommodate both organic expansion and growth through acquisition, positioning the group for continued success in a competitive hospitality marketplace.