“ LAST YEAR , WE HAD OUTSTANDING RESULTS ; THEY WERE IN FACT THE BEST RESULTS IN THE HISTORY OF THE COMPANY ”
— Gonzalo Carpintero , Vice President Operations at EMEA , Radisson Hotel Group
If anything , it ’ s making their roles more important than ever before . “ We want to help our people avoid non-value-added tasks and focus on what is important : our guests ,” he adds .
As part of its five-year plan , Radisson Hotel Group has also shed some of its legacy technology platforms in favour of a soon-tobe-launched unified system , ‘ EMMA ’ ( Every Moment Matters ), which is programmed to help with tasks like reservations ,
guest loyalty programmes , sales , property management and much more . “ EMMA is a new , totally integrated end-to-end platform ,” explains Basterrechea , noting how the platform aims to drive operational efficiencies . In fact , with the use of EMMA , employees are able to access guest profiles which offer valuable data about guests ’ previous purchases and past stays that will help employees create personalised , unforgettable guest experiences . “ With a cloud-based platform , we ’ re able to significantly decrease the cost of our maintenance and initial investment ,” Basterrechea adds . “ It ’ s also a single system which is a key advantage because , up until now , most hotel companies have used multiple devices and multiple applications .
21 europe . businesschief . com