Orascom Hotels Management (OHM), one of the largest hotel owners and operators in the MENA region, has transformed its business operations with the Oracle OPERA Cloud hospitality platform. With the OPERA Cloud property management system and OPERA Cloud Central across its properties, the group has been able to reimagine its operations, boost automation, and deliver superior guest experiences. The first hospitality group in Egypt to adopt OPERA Cloud, it took just 12 days to complete the implementation at the initial property.
“Working with Oracle has allowed us to modernize our operations rapidly, and the results have been remarkable,” said Sanjay Sharma, Chief Technology Officer, OHM. “From day one, we saw immediate benefits. We’ve been able to eliminate more than 30 redundant processes across departments, and optimized some tasks to take 90% less time. Our call resolution time has also decreased by 60%, and we have seen a 90% reduction in external vendor distribution fees. The partnership with Oracle has empowered us to rethink our entire operation for the betterment of our business, staff, and guests alike.”
Together with Oracle and regional technology integrator Advanced Computer Technology (ACT), OHM seized the opportunity to redesign workflows from the ground up, helping to determine best practices for each of its business processes. With these changes, the group has been able to dramatically streamline its operations to free up staff to focus on more high-value, personalized service.
Introducing ‘Experience Ambassadors’
Formerly just desk agents, newly coined ‘Experience Ambassadors’ are now empowered to guide guests throughout their entire stay, from greeting them by name upon arrival, to escorting them directly to their rooms and completing the check-in process on mobile devices in under a minute. This new model significantly reduced wait times and offers more high-value touch points with guests.
By transitioning to OPERA Cloud, OHM has also shifted its focus from purely operational metrics, such as check-in volumes, to a more holistic approach to enhancing the guest experience. With real-time guest preferences tracked across all its properties, OHM can ensure personalized service from visit to visit, from dietary preferences to room amenities. Guests also leave with memorable parting gifts tailored to their preferences, creating lasting impressions that drive loyalty.
“Outside of our guest facing staff, OPERA Cloud has also had a truly meaningful impact on our other team members, such as housekeeping,” added Sharma. “By digitalizing their tasks and providing them with iPads to coordinate on key details, such as once a room is clean and ready for the next guest, they feel more integrated and can see their role as an integral part of how we are serving our customers.”
“Orascom Hotels Management’s adoption of Oracle OPERA Cloud exemplifies how hoteliers can harness technology to deliver both operational excellence and exceptional guest experiences,” said Alex Alt, executive vice president and general manager, Oracle Consumer Industries. “By modernizing key aspects of their business, OHM has optimized efficiency and positioned itself to increase revenue while delighting guests with truly personalized service.”
