Time Hotels, a UAE-based hospitality group, is renowned for its contemporary luxury accommodations and commitment to sustainability and innovation. Operating multiple properties across the UAE, Saudi Arabia, Egypt, and Qatar, Time Hotels caters to business travelers, families, and long-stay guests. With ambitious plans to expand to 30 properties by 2025, including ventures into Mauritius and Africa, the group recognized the need for a robust, centralized Property Management System (PMS) to streamline operations and support its growth trajectory.
The Challenge
Before adopting Shiji’s technology stack, Time Hotels utilized disparate systems from legacy providers across its properties. This fragmented approach led to several challenges:
- Lack of Centralization: Inconsistent access to business data, especially guest-related information, hindered the ability to provide personalized experiences and maintain unified service standards.
- Inefficient Front Office Operations: Without standardized Front Office (FO) processes, operational efficiency was compromised, affecting guest satisfaction.
- Limited Reporting and Control: The absence of centralized reporting tools made it difficult for management to gain real-time insights and exercise control over multiple properties.
- Scaling Difficulties: Plans to expand into new regions required a system that could seamlessly support multi-country operations while adhering to local regulations.
“To support our expansion plans, we needed a seamless technology foundation that would be capable of growing with us. After looking at various options on the market, we found Shiji’s solutions matched our specific requirements,” said Mohamed Awadalla, CEO of Time Hotels.
The Solution: Shiji Enterprise Platform (PMS)
To address these challenges, Time Hotels implemented the Shiji Enterprise Platform (PMS) across six properties—four in the UAE, one in Mecca, and one in Doha—with two more properties slated to join within the year. The decision to adopt Shiji’s technology was driven by its ability to offer an enterprise-grade, centralized application that could unify operations across all locations.
Key Features and Implementations
- Single Guest Profile:
- Enhanced Personalization: By leveraging Shiji’s Single Guest Profile feature, Time Hotels can now offer personalized services before, during, and after a guest’s stay. This includes membership and loyalty rewards management and targeted communications.
- Unified Experience: The system intelligently merges guest profiles from various touchpoints—hotel stays, spa visits, restaurant bookings—into a single, secure profile accessible across all properties.
- Centralized Operations:
- Standardized FO Processes: Shiji EP enabled the standardization of Front Office procedures, ensuring consistent service delivery across all properties.
- Centralized Reporting: Management now has access to real-time data and analytics through Shiji Analytics, providing clear oversight and facilitating informed decision-making.
- Scalability and Global Support:
- Multi-Country Support: Shiji EP’s ability to support operations across different countries, including adherence to local fiscal regulations, aligns perfectly with Time Hotels’ expansion plans.
- Rapid Deployment: The platform allows for quick and consistent deployment of new properties, reducing setup times and associated costs.
- Integration with Other Shiji Products:
- Infrasys (POS): Transitioning from a legacy POS to Infrasys Cloud provided a centralized Point of Sale system for F&B operations, streamlining processes and improving efficiency.
- Shiji ReviewPro (Reputation Management): Enhanced guest feedback mechanisms help in maintaining high service standards and addressing areas of improvement promptly.
- Meetings and Events Management: Streamlined scheduling and resource allocation for corporate clients and event planners.
- Shiji Analytics: Offers in-depth data analysis, aiding in maximizing profits and optimizing operational strategies.
- Future Plans with Shiji Dine: Plans are underway to digitize F&B services further by introducing Shiji Dine, enhancing guest convenience and operational efficiency.
Benefits Realized
Time Hotels witnessed significant improvements post-implementation:
- Operational Efficiency: The intuitive and user-friendly interface of Shiji EP reduced the learning curve for staff, leading to smoother daily operations.
- Improved Guest Experience: Access to comprehensive guest profiles allowed for personalized services, enhancing guest satisfaction and loyalty.
- Enhanced Data Security: With enterprise-level security measures, guest data is securely stored, ensuring compliance with global data protection regulations.
- Cost Savings: Centralized management reduced the need for on-site configurations and allowed for remote oversight, leading to operational cost savings.
User Feedback
Feedback from Time Hotels’ staff highlights the positive impact of Shiji’s solutions:
- “The PMS is easy to use; it covers all the needs of our hotel, and their technical support is always there to support you. I would definitely recommend this PMS to all properties looking for a cloud-based solution.”
- “The platform has significantly improved our operational efficiency and has been instrumental in enhancing our overall e-commerce and e-distribution strategy.”
- “Versatile, easy to learn, and easy to operate. Shiji brings a different and detailed guest experience. The support team is always available 24/7 for any technical assistance.”
Impact on Operations
The adoption of Shiji’s technology stack has been a game-changer for Time Hotels:
- Streamlined Processes: Standardized procedures and centralized systems have led to smoother operations and consistent guest experiences across all properties.
- Data-Driven Decisions: Enhanced analytics provide valuable insights, allowing management to make informed decisions to maximize profits and improve services.
- Preparedness for Expansion: With a scalable and flexible platform, Time Hotels is well-equipped to manage new properties and enter new markets without significant operational hurdles.
- Alignment with Sustainability and Innovation Goals: The digital transformation aligns with Time Hotels’ commitment to sustainability and innovation, reducing paper use and embracing eco-friendly practices.
Conclusion
Time Hotels’ successful implementation of the Shiji Enterprise Platform demonstrates the transformative power of adopting a centralized, modern PMS. By addressing critical operational challenges and enabling scalability, Shiji’s solutions have positioned Time Hotels for continued growth and success in the competitive hospitality industry.
