Elevating Operational Excellence at ITC Hotels

ITC Hotels partnered with Oditly to scale operational excellence across its properties. By digitizing tasks and inspections in key operations areas—kitchens (FSSAI compliance), guest rooms, amenities, and service sequences—ITC Hotels achieved both consistency and transparency in daily operations.
Between 2020 and 2024, inspections grew from 449 to 96,839 annually, while active adoption spanned 11 properties. This growth highlights ITC’s commitment to embedding compliance and guest experience standards at scale.

With Oditly, ITC Hotels now operates with real-time visibility, proactive management, and consistent delivery of brand standards, reinforcing its position as a leader in luxury hospitality.

ITC Hotels

ITC Hotels is one of India’s premier luxury hospitality brands, known for its world-class service, sustainability commitments, and refined guest experiences. With a strong presence across the country, ITC Hotels continually seeks innovative ways to deliver consistency, scale operations, and create memorable guest journeys across its diverse portfolio.

Oditly

Oditly is a next-generation operations and compliance platform that helps hotels, resorts, restaurants, and retail brands digitize inspections, automate corrective actions, and provide managers with real-time visibility. With mobile-first checklists, analytics dashboards, and automated issue tracking, Oditly empowers teams to execute processes with consistency and agility across all locations.

The Vision

ITC Hotels set out to:

Scale inspections across properties to build a culture of daily compliance and visibility.
Maintain consistency in brand standards across kitchens, guest rooms, amenities, and service touchpoints.
Automate corrective actions for non-compliance to reduce manual follow-ups and accelerate closure.
Empower managers with real-time reporting to enable proactive decision-making and continuous improvement.

The Journey with Oditly

ITC Hotels partnered with Oditly to digitize and standardize operations across its portfolio.

Onboarding Process: Oditly ensured a smooth transition by onboarding staff with training, digitizing existing SOPs into mobile-friendly checklists, and providing real-time support to managers. Adoption was staged across properties, ensuring both frontline staff and leadership were comfortable before scaling further.
Scope and Coverage:
- Kitchen Area – FSSAI Compliance: Food safety, hygiene, storage, & statutory norms.
- General Checks: Hotel-wide compliance, safety, and staff practices.
- Guest Rooms: Cleanliness, amenities, maintenance, & guest comfort.
- Amenities (Health Club & Swimming Pool): Hygiene, safety, equipment, and lifeguard compliance.
- Bar / Lounge – Service Sequence: Service flow, beverage standards, staff conduct, and guest experience.

The Scale of Operational Transformation

Annual Inspections Completed

+215x growth from 2020 → 2024

Year	Inspections Completed
2020	449
2021	6,993
2022	7,714
2023	43,336
2024	96,839

Corrective Actions Automatically Initiated

5,414 automated actions in 2024

Year	Corrective Actions Completed
2020	25
2021	633
2022	813
2023	1,432
2024	5,414

Locations Using Oditly

Active adoption across 11 hotels in 2024

Year	Locations Using Oditly
2020	16
2021	5
2022	18
2023	10
2024	11

Corrective Actions Completed

Closure peak of 649 in 2022 indicates high operations compliance

Year	Corrective Actions Completed
2020	25
2021	320
2022	649
2023	392
2024	665

Inspections at Scale: From 449 (2020) → 96,839 (2024), embedding compliance checks into daily operations.
Multi-Property Coverage: 11 hotels onboarded by 2024, ensuring consistency across kitchens, rooms, amenities, and lounges.
Automated Corrective Actions: 8,300+ issues auto-triggered, reducing manual effort and enabling faster resolutions.
Closure Performance: 665 closures in 2024 vs 25 in 2020, with 649 closures in 2022 showing strong accountability.
Operational Visibility: Managers accessed task, check, and corrective action data in real time, enabling proactive action.
Guest Experience Consistency: 78%+ brand compliance alignment across properties.
Strategic Agility: Enabled faster initiative rollouts across properties with measurable adoption and efficiency.

Looking Ahead

The ITC–Oditly partnership demonstrates how luxury hospitality brands can embed automation, compliance, and real-time visibility into everyday operations. With Oditly, ITC Hotels is positioned to scale consistently while ensuring every guest, in every property, experiences the same world-class standards that define the ITC brand.