Orascom Hotels Management (OHM), one of the largest hotel operators in the Middle East and North Africa, has taken a transformative leap with the adoption of Oracle’s OPERA Cloud hospitality platform. As the first hotel group in Egypt to embrace OPERA Cloud, OHM has rapidly modernised its operations, boosted automation, and elevated the guest experience-all in record time. In just 12 days, OHM completed the platform’s implementation at its first property, setting the stage for a sweeping digital transformation across its portfolio.
“Working with Oracle has allowed us to modernise our operations rapidly, and the results have been remarkable,” said OHM’s Chief Technology Officer, Sanjay Sharma. Since implementing the platform, the group has streamlined over 30 redundant processes across departments, cut task times by up to 90%, and reduced vendor distribution fees by an impressive 90%. Additionally, call resolution times are down by 60%, giving staff more time to focus on delivering excellent guest service.
To ensure a smooth transformation, OHM partnered with Oracle and regional integrator Advanced Computer Technology (ACT) to reimagine its workflows. This collaboration has enabled OHM to simplify its operational processes, freeing up staff to deliver high-value, personalised service to guests. A core part of this transformation includes the introduction of “Experience Ambassadors”-formerly front desk agents-who now use mobile devices to check guests in under a minute, escort them to their rooms, and even greet them by name. This shift has minimised wait times and allowed for more engaging touchpoints throughout each guest’s stay.
The new technology has also allowed OHM to shift its focus from operational metrics, such as check-in volumes, to a more holistic view of guest experience. With real-time data on guest preferences available across properties, OHM can personalise every aspect of a guest’s stay, from preferred room amenities to tailored parting gifts. This emphasis on personalisation aims to build lasting loyalty and create memorable experiences.
But the impact of OPERA Cloud extends beyond guest-facing roles. Housekeeping teams now coordinate tasks digitally, receiving real-time updates on room statuses via iPads. According to Sharma, “By digitising tasks and equipping our housekeeping team with tablets, they feel more integrated and see their work as central to our mission of guest service.”
“Orascom Hotels Management’s adoption of Oracle OPERA Cloud exemplifies how hoteliers can leverage technology to achieve both operational efficiency and exceptional guest experiences,” said Alex Alt, Oracle’s Executive Vice President and General Manager of Consumer Industries. “Through this modernisation, OHM has not only optimised its business processes but also positioned itself to increase revenue while delighting guests with a truly personalised experience.”
OHM’s swift transition to OPERA Cloud is a milestone in its commitment to setting new standards in hospitality, as it leverages technology to deliver high-touch, memorable stays across the region.
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