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Oracle Customer Success — San Martino Treviglio
San Martino Treviglio and Marelet Hotels Create Memorable Customer Experiences by Blending Technology and Tradition
ShareOracle Hospitality Suite8 removes operational worries from our plate by streamlining business processes in both hotels—including reservations, housekeeping, hotel services and amenities, and sales and marketing. It allows us to deliver a personalized service and create a memorable guest experience.
San Martino Treviglio is a family-run luxury estate in Treviglio, in the Bergamo province in Northern Italy. The estate offers 15 modern rooms with minimalist furnishings and chromo therapy showers, a Michelin-star restaurant serving international gourmet cuisine, and a spacious garden. The hotel was fully renovated and restyled in 2011 to make room for a new lunch bistro and ensure maximum comfort for guests.
In February 2015 the family opened a new estate, the Marelet, a modern and sustainable four-star property built entirely of wooden and recyclable materials, with a geothermal system for heating and cooling and solar panels for onsite electricity generation. The Marelet combines design with technology to address the business segment, with conference facilities for meetings, a bistro for business lunches, and 12 of its 15 rooms designed for single travelers. To achieve sustainable growth, the owners focus on delivering exceptional guest experience and creating synergy between the two estates to meet the requirements for all types of visitors.
Challenges
- Combine technology with a human touch and adjust business processes to deliver an outstanding guest experience in the hotel, bistro, and restaurant, by deploying a reliable and efficient property management system (PMS) for San Martino Treviglio following estate renovation and restyling
- Optimize hotel workflows to manage both estates as one and empower guests to seamlessly purchase services from the company regardless of location, by integrating the newly built Marelet into the PMS
- Serve the needs of arriving and departing Marelet guests rapidly through self-service processes that provide guest convenience and give hotel staff control over check-in and check-out, and that lower operational costs and enhance brand image
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Identify new revenue streams and improve customer loyalty by bringing agents out from behind the reception desk to engage more with customers and provide a more personalized service
Results
- Addressed modern travelers’ expectations by deploying Oracle Hospitality Suite8 Property Small Business Edition—firstly in San Martino Treviglio, and later in Marelet—to easily combine all hotel and restaurant processes into a single solution, while giving hotel staff the information they need to anticipate and fulfill guest needs
- Optimized the utilization of hotel resources by using the suite’s room assignment functionality to easily manage overstays, late check-outs, and room maintenance
- Enhanced customer loyalty by leveraging the application’s support for no-payment check-in and check-out, allowing the company to address the business customer need for a single invoice across all services purchased in a single month
- Enabled hotel guests to easily use the services of both properties by unifying financial accounts and charging visitors on a single invoice regardless of the restaurant or bistro at which they dine
- Improved restaurant service and reduced food waste by using Oracle Hospitality Suite8 to monitor inventory levels, streamline ordering and receiving, and coordinate the activities of hosts, waiters, kitchen staff, and bussers into a single operation
- Installed a self-service kiosk in the Marelet reception enabling guests to check in, encode a room key, obtain copies of their account status at any time during their stay, check out, and obtain a receipt—all without having to wait in line at the front desk
- Improved cash flow and limited no-payment risks as new guests checking in via the self-service process are requested to provide credit card details and are charged when the room key is issued
- Reduced administrative overheads by providing self-service convenience to Marelet guests, enabling hotel employees to walk a guest through the kiosk process, recommend services or events, and help with concierge requests without spending time on traditional check-in procedures
- Improved guest experience while generating up-sell and cross-sell opportunities, as a large part of reception staff time—previously dedicated to manual administrative tasks—has been reallocated to identifying guests’ interests and proposing additional hotel amenities such as room upgrades, dining, and fitness and spa services
Oracle offers top-notch property and guest management tools and the security of a well-established IT vendor. Oracle also provides a clear product roadmap, assuring us that our investment will be supported long term and allowing us to focus solely on creating a memorable guest experience.
About San Martino Treviglio
Headquarters
Treviglio, Italy
Partners
The company worked with Oracle Partner Ariane Systems to implement guest self-service check-in/checkout technology at the Marelet estate.
“We are working on the ongoing implementation with Ariane Systems, as suggested by Oracle. The expertise of Ariane’s consultants in delivering self-service solutions to hotels will help us make the most of our Oracle Hospitality deployment for the benefit of our customers,” Colleoni said.
