Oracle Customer Success — Grupo Diestra
Grupo Diestra Delivers Exceptional Guest Experience Across Multiple Hotel Locations with a Modern and Fully Integrated Hospitality Management Solution
ShareOracle Hospitality solutions empower Grupo Diestra with a new technology platform suitable for a modern hotel group. Oracle’s solutions help us run our locations more effectively and efficiently, and enable us to consistently deliver a level of excellence that is expected from Grupo Diestra hotels.
Grupo Diestra is a fast growing enterprise with divisions in hospitality, construction, real estate, and manufacturing. The group has more than 60 years of experience in managing hotels and resorts—operating 16 facilities in some of Mexico’s most popular vacation destinations. Its hotels include Marriot and Samba properties, as well as the exclusive brand Emporio. In recent years, Grupo Diestra has invested in opening new locations and upgrading existing ones. With a reputation for setting trends in the Mexican hospitality industry, the group aims to stay at the forefront by offering easy booking options, responsive customer service, and constant innovation.
Challenges
- Increase efficiency by providing management with greater visibility into, and control over information on hotel bookings, finances, and management best practices
- Deploy a reliable, efficient point-of-sale (POS) solution to support an outstanding guest experience at each of the group’s 16 hotel properties, regardless of location and brand
- Enable staff across all functional areas—including reception, restaurants, and events—to deliver individualized services to new and returning guests
- Build on the group’s reputation for excellence by optimizing its hotel brands for better results within travel booking websites, such as Trivago, Expedia, and TripAdvisor
- Improve services with expanded insight into guest feedback from surveys and online reviews
Results
- Expanded Grupo Diestra’s ability to provide increasingly individualized services to returning guests by creating a customer profile that allows staff to deliver precisely what is expected in terms of rooms and amenities from guests based on previous stays—using Oracle Hospitality OPERA Customer Loyalty Tracking Cloud Service
- Standardized room and pricing options under a unified management structure, gaining prominence in travel booking sites by gathering insight on each market and creating more tailored marketing campaigns aimed to boost reservations and profitability
- Analyzed guest feedback to determine specific ways to enhance the guest experience, such as incorporating praise, comments, and suggestions to actions
- Improved restaurant service and reduced mistakes that lead to food waste using Oracle Hospitality applications to manage food orders and ensure accurate instructions
- Accelerated guest check-in and expanded personalized service with to up-to-date, complete information on room availability and occupancy status
- Ensured optimal inventory of supplies, such as linens and toiletry items, as well as food items for restaurants and bars with more precise inventory tracking and management
- Provided each guest upon arrival with a key that is activated within seconds, thanks to Oracle Hospitality OPERA Point of Sale System Interface Cloud Service capabilities, giving them access to their room or suite as well as the convenience of paying for services at any restaurant and facility POS terminal
- Advanced financial accuracy and trustworthiness with Oracle Hospitality OPERA Sales and Catering Standard Cloud Service, gaining an optimum technological platform to manage all monetary activity
- Helped the group grow its own brand, Emporio, by ensuring seamless workflows encompassing all hotel activities and integrating them into the group’s other Oracle applications, thanks to Oracle Hospitality OPERA Multiproperty Cross Reservation Cloud Service
- Empowered administrators with a single source of information regarding bookings and operations across all properties, increasing management efficiency, thanks to Oracle Hospitality OPERA Reservation System ADS Interface Cloud Service
Once we got to know Oracle Hospitality solutions, we were impressed with their cost-benefit ratio and comprehensive capabilities. Implementing Oracle Hospitality was the right decision for Grupo Diestra since we’ve experienced an overall 30% increase in efficiency of our routine operations.
Execution
Grupo Diestra conducted a three-month proof of concept (POC) to evaluate the performance of Oracle Hospitality solutions at its 16 hotel locations. It conclusively demonstrated the applications could easily accommodate the group’s needs.
“We first deployed Oracle Hospitality OPERA Multiproperty Cross Reservation Cloud Service in one location and continued to deploy the solution in all 16 locations over the next two-and-a-half years. We had to transition 1,500 employees from an outdated operation to a modern, easily customized, always improving system,” Gonzalez said.
Oracle Solutions Used
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