From the outset, Experience Ambassador’s manage every element of their guests stay, welcoming them by name and escorting them directly to their rooms – with check-in done via a mobile device in under a minute. Throughout their stay, guest preferences are tracked, whether that’s extra pillows, dietary preferences or favourite drinks. To maintain this level of service, guests are given a business card with their ambassador’s name and a QR code to reach them on Whatsapp – allowing them to contact them at any time, for anything from room service to restaurant bookings. Since its inception, guest satisfaction scores have surged, with tips for the Ambassadors rising by 35%.
Check-in can also be conducted within the hotel room thanks to a new Opera Cloud system allowing for contactless check-in and payment. The Experience Ambassador will then be responsible for checking on their assigned traveller throughout the stay to ensure their needs are entirely met, including managing the booking of excursions, restaurants, spa treatments and more. Since this transition, Orascom has nearly eliminated desktops and laptops in guest-facing operations, reducing process times by up to 90% and resulting in more efficient service and guest interactions.
OHM Hotels in El Gouna are the first in the region to implement Opera Central, Opera Distribution and Opera Cloud as a complete platform used to manage the multi-property operations and improve its operational efficiency on a wider scale. The roll out of this platform began in August and will be implemented across all 13 of El Gouna’s hotels by 2024.
Robert Fellermeier, Area General Manager, El Gouna and Andermatt, says, “We’ve completely reimagined the guest experience at our resorts. Our new arrival experience has been described as ‘stunning’ and ‘out of this world’ by our guests, thanks to the introduction of our Experience Ambassadors. These dedicated professionals replace the traditional front desk, greeting each guest by name and ensuring a seamless check-in process right in the comfort of their suite, all completed in less than a minute on a mobile device.
Our focus on personalisation doesn’t end there. The same ambassador who welcomes our guests is also there to curate a smooth and thoughtful departure experience. Whether it’s a personalised gift or an anxiety-free check-out straight to the transport, we ensure that every guest leaves with a lasting impression of exceptional service. It’s these final touches that make our guests feel truly cared for and lead them to share their amazing experiences with us.”