HOTELIER'S VOICE SERIES
Robert Marusi, Turtle Bay Resort, Improving Fortunes with Business Intelligence
In this episode we speak to the chief commercial officer for Turtle Bay Resort, Robert Marusi, previously of Hamilton Beach Resort a Fairmount Hotel Bermuda, 5 star Pelican Hill Resort – he now looks after the 400 room Turtle Bay Resort on 1300 acres of land with a organic sustainable farm, spa, golf courses, and beaches.
Robert has taken Turtle Bay Report and like the previous resorts taking it on a fast-paced journey to digitalisation moving its PMS to Opera Cloud, replacing the sales and catering platform, while implementing Amadeus Advanced, Salesforce Cloud. For Robert it’s all about customer acquisition and the need to look at metric differently.
Iain Jurgensen at Portavadie and the Guest Experience Inspired by Disney
Speaking to Managing Director Iain Jurgenseon of Portavadie which received £35m investment to become an inclusive resort, it hosts 400 staying guests across its campsite, marina, hotel and serviced apartments.
We learn how tech is an incredibly important part of the resorts wider strategy, inspired by Disney as they roll out contactless payment and high quality internet throughout, paying close attention to integrations and interfaces, and why they need to look at the overall guest experience before putting time into development.
Thibault Catala, The Revenue Management Tech Stack
In this episode we speak with Thibault Catala of Catala Consulting, a revenue manager by trade with a background at IHG and Four Seasons, he talks us through his approach to developing the revenue management strategy starting with the tech stack.
We talk about his choice of systems, and what he did at The Eccleston Square Hotel London, London. “Tech is one of the key elements in the hotel structure and if it’s done correctly they can improve productivity, gain stronger revenue and develop market share,” says Thibault.
Jayson Heron-Smith, Cordiz Hotel NZ and a Unified Guest Platform
In this episode we speak with Director of Sales & Marketing, Jayson Heron-Smith, at Cordis Hotels Auckland New Zealand part of Langham Hospitality which has had a big technology focus this year. Jayson talks us through the focus they’ve had on the tech stack and why they’ve made such grand investments for the future of the property.
Included in the list is Data Protection, upgrades and system changes to F&B reservations systems, a new unified guest platform including marketing databases, an online gifting platform plus a new sales & catering (Delphi) platform, as well as new data tools from the likes of Travelclick, STR & OTA insight to access additional insights.
Jayson looks after the 400-room Cordis which is in the process of expanding to 640 rooms with additional function space, and is the biggest hotel in New Zealand. A high priority in the global environment, Cordis is taking guest data and privacy seriously, especially since it is a luxury hotel chain and with the expectation on them that they will protect people’s information.
Michael Reynolds, Maximise Revenue changing PMS in 7 days
In this episode we speak with Michael Reynolds, a revenue and hotel tech consultant with Maximise Revenue who has worked with chains including Village hotels, easy hotels PLC as well as independent properties.
For Michael it’s about moving away from legacy systems to maximise revenue, optimise system performance and processes and enable hotels to be more savvy. As part of his Procurement research, Michael said “following experience and having to research new systems in the past, I knew the main players but wanted to look at up and coming providers to see the opportunities. It was a tick box exercise, with one main criteria being an Open API, to continue linking more and more to it. We quickly discarded a few PMS for this reason. Then a quick demo, to see how easy it is to use and how quick to onboard. It was done during lockdown, so was a very lastminute idea and we knew we had to turn it around asap. In 6 weeks of lockdown we did this all remotely and completed the installation.”
Joe Setchell, A Curious Group of Hotels Digitalise Hotel Services and Operations
Joe Setchell the Group Marketing Manager at A Curious Group of Hotels talks about new tech being implemented at the four properties in the portfolio: Canal House (Amsterdam), L’Hotel (Paris), Portobello Hotel (London), Cowley Manor (Cotswolds).
We discuss the use of a guest app and how they have used it to digitalise services whilst also integrating Benbria Loop within the app, which enables guests to request a wide range of services with a click including F&B, housekeeping, luggage assistance, hotel transfer etc.
For A Curious Group of Hotels, they recognised the need to digitalise the customer, from ordering to check-ins. As part of the tech change, Joe turned to Criton – however his key concern was “how do we achieve what we want to while preserving our boutique feel… Everyone has a smart phone, so it gave importance of developing the app. By digitalising everything we have the power of using a central system to update a lot of information for guests and add additional services”