Even before the pandemic, the organization had its beginnings ’Digital Evolution Roadmap’ With the aim of promoting digitization in all areas of the company both at customer/guest level and internally, he explains. Marta Marcos is Senior Vice President of Information Technologies and Systems at Minor Hotels Europe & Americas. In the case of the external client, “the aim was to improve their experience by offering never-before-developed digital solutions (such as mobile guest service, fast pass, smart tablets at reception or Alexa Smart Properties for hospitality). Adoption was higher than expected during the pandemic.” For the internal customer, “Efficiency and mobility were a priority with the aim of ensuring that our employees devote more quality time to our customers.”
All this without forgetting one basic pillar for the miner: consistency.. “One of our mantras should be Paperless. We try to eliminate printed paper as much as possible in the rooms and in our own processes. Therefore, reception processes are reviewed and digitized to avoid the need for printing. Check in and the look, Avoid printing attendance forms or invoices,” says Marcos.
To achieve all these, existing digital technology tools are combined: automation, robotization, machine learning, Massive exploitation of data, digital signature, cloud, etc. „At the moment we continue to grow with them, but also work on the explosion of the world of artificial intelligence (AI), where we are already implementing use cases for internal and external customers,” explains Marcos.
