Luxury Family Hotels - Eight Fabulous Locations
Luxury Family Hotels is a group of eight family-friendly properties across the UK, ranging from coastal retreats in Cornwall to castles in Gloucestershire.
The group provides family accommodation for weekend breaks or longer stays in stunning locations that can be easily reached from London.
Seven of the hotels had been bought out of administration in 2011, which presented a number of challenges to the Luxury Family Hotels team, including the need to find a new property management system. However, the group has gone from strength to strength ever since, with annual revenues up 20% in 2013 and very positive progress in 2014.
Why Oracle Hospitality OPERA Property Lite Cloud Service?
Luxury Family Hotels had originally begun implementing another property management system, as Jonathan Parker, Head of Revenue and Distribution at Luxury Family Hotels, explains; “We had done a year of testing with the other supplier when it became clear to us that it wasn’t going to work. We decided to find an alternative and we looked at Oracle Hospitality OPERA Property Lite Cloud Service.”
“I had used OPERA before, so I knew it very well. It’s completely tried and tested, plus our funders had other hotels that were using OPERA, so they were very happy with our choice.”
Luxury Family Hotels decided to implement the Oracle Hospitality OPERA Property Lite Cloud Service solution, which gave them the benefits of OPERA and the functionality needed at a price-point that was right.
Centralised Reservations with Oracle Hospitality OPERA Property Lite Cloud Service
For Luxury Family Hotels, the number one aim of the project was to have a single property management system (PMS) across the estate that could handle centralised reservations.
“Each hotel had its own PMS,” explains Jonathan Parker. “We had a bolt-on that allowed the hotels to handle reservations for each other, but they could only book room types. This was always a risk – we were chancing our arm and I’m surprised that we didn’t have more over-bookings.”
“We carried out some sales training in each hotel but the task of handling reservations was significantly impacting operations. We needed a centralised, simplified system.”
The implementation of Oracle Hospitality OPERA Property Lite Cloud Service Lite has had a very positive impact at Luxury Family Hotels. “We can now see live availability of inventory across every hotel, which allows our new centralised reservations team to book rooms and up- and cross-sell where appropriate.”
“Oracle Hospitality OPERA Property Lite Cloud Service has made us more streamlined. We’re taking fewer calls in each hotel, as 70-80% of all bookings are now coming through the centralised booking line, even though it’s only open 11 hours a day, Monday-Friday.”
Oracle Hospitality for Simplified Point-of-Sale
Luxury Family Hotels also decided to use Oracle Hospitality technology in their restaurants and bars; “The Oracle Hospitality point-of-service system is brilliant,” says Jonathan. “It has made such a big difference to our hotels - when we took over, we had some properties that were using triplicate pads to manage orders, while others had EPOS in place.”
“We’ve now got one system, which allows us to manage everything from stock control to revenue protection much more easily. Staff in the hotels are really pleased with it too because their tips have gone through the roof – guests can add gratuities to their bills and that has had a big impact.”
Oracle Hospitality for Cost-Effective Distribution
Distribution presents a distinct challenge at Luxury Family Hotels. “Our business is quite unique, in that we can often fill our hotels twice over. We are less dependent on third parties. For us, managing distribution is about revenue protection and making sure we aren’t giving away all of our inventory.”
To help manage distribution more effectively, Jonathan and his team are now using the Oracle Hospitality OPERA Property Lite Cloud Service OXI interface. “We can react much more quickly with our distribution channels now that we have the OPERA interface. Previously, we had to do everything manually and it was massively time-consuming. The interface automates a lot of the manual work, which saves us time and money and makes it easier to make the right decisions. This will help us grow our revenues and profitability even further.”
This story was originally published on www.micros.com.