Even before the Covid-19 pandemic, Minor already started its Digital Evolution Roadmap, says Marta Marcos, SVP of information technology and systems. In the case of the external client, the objective was to improve their experience by offering digital solutions that hadn’t been developed until then, including mobile guest service, Fast Pass, smart tablets in reception, and Alexa Smart Properties for hospitality service, among others. “There was much higher adoption than expected during the pandemic,” she says. In the case of the internal client, the priority was efficiency, with the aim to ensure employees dedicated more quality time to clients and mobility.
All combined, this was pursued without forgetting the fundamental pillar of sustainability. “One of our mantras is to be paperless,” she says. “We try to eliminate printed paper as much as possible, both in rooms and in our own systems. Processes at reception have been reviewed and digitalized. Even check-in and check-outhave been digitalized, avoiding the need to print arrival forms or invoices.”
To achieve all this, digital technological tools, such as automation, robotization, ML, and massive data mining, among others, have been incorporated. “Using AI, we’re implementing use cases for both internal and external clients,” says Marcos.
