Over the past decade, Bangkok-based international hotel operator Minor Hotels has been on a journey of digital transformation. With a portfolio of over 540 hotels, resorts, and residences across 56 countries, the company has strategically invested in technology to drive growth, enhance operational efficiency, and elevate the guest experience. Today, Minor Hotels stands as a prime example of how digital innovation is reshaping the hospitality industry.
Early Adoption of Digitalization Recognizing the necessity of digitalization for long-term success, Minor Hotels initiated a major technological overhaul in 2013. This transformation included upgrading its ERP, e-commerce platforms, and property management systems to ensure a seamless, integrated operation.
“Our challenge was to implement system-wide changes without disrupting existing integrations,” said Marta Marcos, SVP of Information Technology and Systems at Minor Hotels, in an interview with CIO. “It had to be a smooth transition, maintaining connectivity with platforms like Booking.com and Expedia while minimizing operational disruptions.”
This proactive approach enabled Minor Hotels to create a scalable, integrated technology ecosystem. As the company expanded its portfolio to include brands like Tivoli Hotels & Resorts, Oaks Hotels, NH Hotels, and Elewana, this digital infrastructure allowed for efficient integration and adaptability.
Enhancing Guest Experiences Through Technology A key focus of Minor Hotels’ digital strategy has been improving guest experiences through technology. Even before the COVID-19 pandemic accelerated digital adoption, the company had already introduced innovative solutions, including:
- Mobile Guest Service: Offering self-service options for room service, amenity requests, and other needs.
- Fast Pass: A streamlined online check-in and check-out system, reducing wait times at the front desk.
- Smart Tablets at Reception: Providing instant access to hotel information, local recommendations, and personalized services.
- Alexa Smart Properties for Hospitality: Integrating voice-activated technology in guest rooms for added convenience.
In addition to improving service efficiency, Minor Hotels has embraced sustainability by transitioning to paperless processes and digital workflows, reinforcing its commitment to environmentally responsible hospitality.
Optimizing Operations with Kyriba Beyond guest experience enhancements, Minor Hotels has leveraged technology to optimize internal operations and financial management. Its partnership with Kyriba, a cloud-based treasury management provider, has introduced several key efficiencies:
- Centralized Treasury Management: A unified platform for liquidity, payments, risk management, and back-office operations.
- Real-Time Financial Visibility: Improved oversight of cash flow, bank accounts, and transactions for better decision-making.
- Automated Cash Flow Forecasting: Accurate financial projections by integrating data from SAP ERP and other sources.
These advancements have streamlined processes, reduced operational costs, and allowed finance teams to focus on strategic initiatives.
Scalability and Agility with Oracle To further enhance operational agility, Minor Hotels partnered with Oracle Hospitality, implementing the Oracle OPERA Cloud Property Management System (PMS). This cloud-based solution has delivered significant benefits, including:
- Increased Operational Efficiency: Automation of workflows has freed up staff to focus on guest service.
- Faster System Deployment: Cloud infrastructure enables rapid system rollouts, supporting global expansion.
- Unified Guest Profiles: Centralized data allows for personalized guest experiences.
- Real-Time Analytics: Instant access to data aids revenue management, marketing strategies, and operational improvements.
The implementation of Oracle OPERA Cloud PMS at the flagship Anantara Siam Bangkok Hotel resulted in a 25% increase in staff efficiency, underscoring the transformative potential of this technology.
A Future Built on Innovation Minor Hotels’ decade-long digital transformation has strengthened its position as a leading hospitality provider while laying the foundation for continued innovation. By embracing AI, machine learning, and data analytics, the company is poised to enhance guest experiences further, streamline operations, and drive revenue growth.
As it looks ahead, Minor Hotels remains committed to leveraging technology to create seamless, personalized, and memorable stays while ensuring sustainable, long-term growth in the global hospitality sector.
