By Orit Naomi, HTN staff writer - 9.9.2024
Over a decade ago, Minor Hotels, the Bangkok-based international hotel operator, embarked on a journey of digital transformation. The goal? To build a robust technological ecosystem that would fuel growth, enhance operational efficiency, and elevate the guest experience across its diverse portfolio of over 540 hotels, resorts, and residences in 56 countries. Today, Minor Hotels stands as a testament to the transformative power of technology in the hospitality industry.
Early Recognition of a Digital Future
Minor Hotels’ leadership recognized early on that embracing digitalization was not just an option, but a necessity for sustained success in an increasingly competitive market. In 2013, the company initiated a comprehensive overhaul of its technological infrastructure, encompassing its ERP, e-commerce platforms, and the property management systems across all its establishments.
“The challenge was to make the entire change of systems without affecting these integrations,” Marta Marcos, SVP of Information Technology and Systems at Minor Hotels, told CIO. “It had to be transparent, speaking about connections with Booking.com and Expedia, for example, and with as little impact on operations as possible.”
This forward-thinking approach laid the foundation for a highly integrated and scalable technology ecosystem, enabling Minor Hotels to seamlessly incorporate new tools and adapt to evolving industry demands. This foundation proved particularly valuable as the company embarked on a period of rapid expansion, adding brands like Tivoli Hotels & Resorts, Oaks Hotels, Resorts & Suites, NH Hotels, nhow Hotels, NH Collection, and Elewana to its portfolio.
Enhancing the Guest Experience Through Technology
A key pillar of Minor Hotels’ digital transformation has been a relentless focus on enhancing the guest experience through technology. Even before the COVID-19 pandemic accelerated the adoption of digital solutions in hospitality, Minor Hotels had already begun implementing innovative guest-facing technologies, including:
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Mobile Guest Service: Empowering guests with self-service options for a range of needs, from ordering room service to requesting amenities.
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Fast Pass: A streamlined online check-in and check-out process that allows guests to bypass the front desk and access their rooms seamlessly.
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Smart Tablets in Reception: Providing guests with instant access to hotel information, local recommendations, and personalized services.
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Alexa Smart Properties for Hospitality: Integrating voice-activated technology into guest rooms to enhance convenience and personalization.
These initiatives, coupled with a commitment to sustainability through paperless processes and digital workflows, have positioned Minor Hotels as a leader in delivering exceptional and environmentally conscious guest experiences.
Optimizing Operations and Financial Management with Kyriba
Beyond enhancing the guest experience, Minor Hotels has leveraged technology to streamline its internal operations and optimize financial management. The company’s partnership with Kyriba, a leading provider of cloud-based treasury management solutions, has been instrumental in this regard.
By implementing Kyriba’s SaaS platform, Minor Hotels has achieved:
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Centralized Treasury Management: A single, integrated platform for managing liquidity, payments, risk, and back-office processes across all global operations.
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Real-Time Visibility and Control: Enhanced visibility into cash flow, bank accounts, and financial transactions, enabling more informed decision-making.
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Automated Cash Flow Forecasting: Streamlined forecasting processes that combine data from various sources, including SAP ERP, to provide accurate financial projections.
These advancements have not only improved efficiency and reduced operational costs but have also freed up valuable time for Minor Hotels’ finance and treasury teams to focus on strategic initiatives.
Unlocking New Efficiencies and Scalability with Oracle
Recognizing the need for even greater agility and scalability, Minor Hotels partnered with Oracle Hospitality to further enhance its technological capabilities. This strategic alliance centers around the implementation of Oracle OPERA Cloud Property Management System (PMS), a comprehensive platform designed to streamline hotel operations from reservations to housekeeping.
Last year’s transition to Oracle OPERA Cloud PMS has yielded significant benefits for Minor Hotels, including:
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Enhanced Operational Efficiency: Streamlined workflows and automated processes have freed up staff to focus on delivering exceptional guest experiences.
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Accelerated System Deployment: Cloud-based infrastructure has significantly reduced the time and resources required to deploy new systems, supporting Minor Hotels’ rapid global expansion.
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Unified Guest Profiles: A centralized guest data platform provides a 360-degree view of customer preferences, enabling more personalized and tailored experiences.
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Real-Time Data Insights: Access to real-time data and analytics empowers Minor Hotels to make data-driven decisions that optimize revenue management, marketing campaigns, and operational efficiency.
The implementation of Oracle OPERA Cloud PMS at Minor Hotels’ flagship property, the Anantara Siam Bangkok Hotel, has demonstrated the transformative potential of this partnership. The company has reported a 25% increase in staff efficiency within months of implementation, highlighting the tangible impact of Oracle’s cloud solutions.
A Future-Proof Foundation for Continued Innovation
Minor Hotels’ decade-long journey of digital transformation, culminating in its strategic partnerships with Kyriba and Oracle, has not only strengthened its position as a leading hospitality provider but has also laid a solid foundation for continued innovation. The company’s commitment to leveraging cutting-edge technologies, such as AI, ML, and data analytics, is evident in its ongoing initiatives to further enhance the guest experience, optimize operations, and drive revenue growth.
As Minor Hotels looks to the future, its focus remains on leveraging technology to create seamless, personalized, and memorable experiences for its guests while driving sustainable growth and maintaining its position as a leader in the global hospitality industry.
