The publish Going Past ‘Service’ with Raja Rajarajan: Companies have gotten more and more consultative and perception pushed appeared first on TD (Journey Every day Media) Journey Every day Media.
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Raja Rajarajan, Senior Director Companies, APAC, Agilysys
TDM has began a sequence of interviews beneath the theme ‘Going Past’ that convey to the forefront ‘a behind-the-scenes look’ on the experience of Agilysys APAC workforce members throughout product engineering, providers, HR, and gross sales, highlighting how every operate performs a strategic position in delivering worth to hospitality purchasers.
This sequence of interviews explores how these groups contribute to key enterprise outcomes — enhancing the visitor expertise, driving RevPAG, enabling seamless, interoperable options, and so forth. — whereas offering a deeper understanding of the folks, processes, and innovation that energy Agilysys’ influence throughout the hospitality sector.
In Half 3 of the ‘Going Past’ sequence TDM interviews Raja Rajarajan, Senior Director Companies, APAC, Agilysys.
Raja Rajarajan explores how the providers workforce helps hospitality suppliers by means of clean implementation, ongoing optimisation, and long-term success with Agilysys options. He shares how service excellence drives operational outcomes, permits seamless integrations, and instantly contributes to enhancing the visitor expertise and supporting RevPAG progress throughout the APAC area.
Journey Every day Media (TDM): As Senior Director of Companies, how do you and your workforce assist purchasers throughout APAC maximise worth from Agilysys options, and what does a typical day in your position appear to be?
Raja Rajarajan (RR): Because the Senior Director of Companies for Agilysys within the APAC area, primarily based in Sydney, my focus is on serving to purchasers not simply implement our options successfully, however maximise their long-term worth. My workforce and I work carefully with resorts, resorts, and hospitality companies throughout the area, supporting them at each stage of their journey – from preliminary session by means of to onboarding, implementation, coaching, and ongoing optimisation.
Shoppers typically describe us as ‘revolutionary and responsive,’ and we take pleasure in that. It displays our deep dedication to creating a significant distinction of their day by day operations and guaranteeing that expertise by no means turns into a barrier to nice service.
No two days are the identical, and that’s one of many elements I take pleasure in most. A typical morning may start with undertaking updates, addressing any escalations, and reviewing useful resource planning throughout the various markets we serve. Collaboration with our product groups is a key a part of my position; bringing shopper suggestions instantly into the event cycle to repeatedly improve our options.
Managing groups throughout geographies and time zones will be advanced, however I see it as a singular alternative to drive innovation and influence. It challenges me to remain adaptable, talk clearly, and stay carefully attuned to the native wants of every market. The range inside APAC sparks recent pondering and helps hold us aligned with the speedy evolution of the hospitality business.
On the core of all the things we do is a straightforward, shared aim: to ship service excellence and assist our purchasers succeed.
TDM: Agilysys is understood for delivering seamless, end-to-end options. How does the providers workforce help hoteliers in reaching clean implementation and long-term interoperability throughout their tech stack?
RR: Our providers workforce isn’t simply centered on deployment – we’re with our purchasers all through the complete journey. Our aim is to make sure every implementation not solely runs easily but additionally aligns with the property’s long-term operational and business objectives.
We conduct detailed wants assessments to achieve a deep understanding of every property’s workflows, visitor interactions, and any third-party techniques in use. With this basis, we create a tailor-made deployment plan that minimises disruption, reduces downtime, and ensures seamless integration with present expertise. This considerate, proactive strategy is a giant cause purchasers see us as responsive and reliable.
We work throughout a variety of hospitality environments, from unbiased resorts to resort teams, new openings, and properties transitioning from legacy techniques. Whether or not it’s upgrading a single module or implementing a full end-to-end ecosystem, we collaborate carefully with every shopper to customize the strategy.
Importantly, our help doesn’t cease at go-live. We stay actively engaged by means of common upgrades, efficiency critiques, system well being checks, and ongoing coaching. Our aim is to make sure Agilysys options proceed to evolve alongside our purchasers’ wants – turning into not only a software program platform, however an extension of their operation.
TDM: In your expertise working with a various vary of hospitality suppliers, what position does providers excellence play in bettering visitor experiences and supporting RevPAG-focused methods?
RR: In hospitality, expertise ought to by no means be a barrier – it must be an enabler. When techniques are carried out and optimised with precision, they release workers to concentrate on the visitor. This has a direct influence on satisfaction, loyalty, and in the end, income per visitor.
When front-of-house and back-of-house techniques are tightly built-in and fine-tuned for operational effectivity, properties are higher positioned to personalise experiences, upsell intelligently, and reply to visitor wants in actual time. That’s how RevPAG is unlocked – not simply by having the proper instruments, however by utilizing them to their fullest potential.
Notably, our help doesn’t finish at implementation. We view each relationship as a long-term partnership. Our providers workforce stays actively engaged, offering ongoing session, system critiques, and tailor-made recommendation. This enables us to reply as wants evolve and ensures that our purchasers can proceed to raise the visitor expertise over time.
TDM: Are you able to share a current success story or frequent problem the place the providers workforce performed a key position in serving to a shopper enhance operations or drive income outcomes?
RR: One frequent problem we incessantly see is fragmented visitor information throughout a number of techniques. Many hospitality suppliers depend on separate platforms for property administration (PMS), point-of-sale (POS), stock, and loyalty – which results in siloed info and an incomplete view of the visitor journey. This not solely impacts workers effectivity but additionally limits personalisation and focused advertising alternatives.
We not too long ago labored with a multi-property resort group dealing with precisely this problem. Their entrance desk workers couldn’t entry visitor preferences or previous bookings from spa or eating shops, lacking vital upselling moments and alternatives to personalise the expertise. In the meantime, their advertising workforce lacked a consolidated view of visitor spend throughout departments, making focused campaigns ineffective. Employees spent far an excessive amount of time manually cross-referencing information – time that would’ve been spent with company.
Our workforce stepped in with a strategic strategy, not simply to implement Agilysys’ built-in PMS and POS, however to unify their broader ecosystem and create a single supply of fact. We began with a full information move evaluation, figuring out gaps and delays in how visitor info was captured and shared. Working carefully with IT and operations, we developed a plan to import and sync legacy information into the Agilysys platform.
This resulted in a completely unified visitor profile. At this time, entrance desk brokers can immediately entry a visitor’s earlier spend, dietary preferences, or favorite actions, no matter the place that information originated. Actual-time updates from new bookings – like a last-minute spa appointment – are captured instantly and mirrored throughout the system.
Past the tech, we centered closely on cross-departmental coaching. It wasn’t nearly adoption, it was about workflow transformation. Entrance desk groups realized the right way to act on visitor insights to supply significant upsells. F&B workers have been educated to recognise returning company and tailor service accordingly.
The transformation was important. Guide processes have been lowered dramatically. Employees turned extra empowered, visitor engagement improved, and operational effectivity elevated. Over time, these enhancements translated into measurable features – stronger visitor satisfaction, extra ancillary income, and larger confidence in utilizing expertise to drive outcomes.
TDM: Wanting forward, how is the position of providers evolving within the hospitality tech house, and the way is Agilysys positioned to help hoteliers in assembly the expectations of immediately’s – and tomorrow’s – company?
RR: The position of providers is turning into more and more consultative and perception pushed. As visitor expectations develop extra advanced – from hyper-personalised experiences to mobile-first interactions and seamless service supply – hospitality suppliers want extra than simply software program. They want strategic companions who can anticipate change, share finest practices, and unlock new alternatives.
At Agilysys, we’re investing in superior analytics, AI-powered help, and steady schooling to assist hoteliers keep forward of the curve. Our providers mannequin is designed to evolve with our purchasers – guaranteeing they cannot solely adapt to shifting visitor expectations however constantly exceed them.
We recognise that many operators are understandably cautious about system change. That’s why we prioritise empathy and collaboration all through each engagement. Whether or not it’s a phased rollout, a migration from legacy platforms, or a full digital transformation, we stroll alongside our purchasers at each stage – serving to them construct the boldness and functionality to future-proof their operations.
TDM: What does ‘Going Past’ imply to you?
RR: For me, Going Past is about committing to shopper success in ways in which lengthen far past contracts or service agreements. It’s about being proactive, anticipating wants earlier than they come up, and delivering outcomes that genuinely add worth.
It means staying engaged nicely after go-live – being there when challenges come up, responding with urgency, and celebrating wins as a workforce. It’s not nearly fixing points; it’s about creating moments of belief, readability, and collaboration all through the connection.
In the end, Going Past is a mindset. It’s about exhibiting up constantly, standing by our purchasers by means of change, and constructing partnerships rooted in long-term progress. That’s what drives us – not simply delivering software program, however delivering confidence, continuity, and shared success.
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The publish Going Past ‘Service’ with Raja Rajarajan: Companies have gotten more and more consultative and perception pushed appeared first on Journey Every day Media.
