Colombia. Until recently, for the hotel sector to be avant-garde meant, essentially, to offer innovations to its clients related to architecture and interior design, location, mode of care and promotions. However, the shocking advance of other sectors of the economy thanks to technology, made them turn their eyes and take action in a field hitherto unexplored.
"Hotels in Colombia have been relegated in terms of technological adequacy. The main problem being the budgetary issue. However, our sector has to reflect and understand that placing ourselves at the forefront of technology is essential to achieve a differential value, which will allow us to achieve a greater number of customers with high levels of satisfaction. At Estelar we have understood this," says Biviana Vélez, ICT director of the Estelar Hotels chain.
Benefits for all
Having taken the decision to technologically upgrade its 29 hotels, located in 15 cities and three countries, Hoteles Estelar began the search for partners that could meet its different demands for ICT adequacy. For six years, Digitex has been part of its group of partners for the purchase and installation of telephone bases and pbxes (PBXs).
"The technological renewal has been gradual. We started with the updating of equipment which has allowed us to streamline the documentation and registration processes effectively and improve our communication; satisfying customer demands and facilitating work procedures for employees. All this has resulted in better service and better performance," says Biviana Vélez.
An example of this is the immediate loading of customers' consumption to their rooms, thanks to the automation of the entire telephony process; which allowed them to eliminate the displacement of housekeepers to rooms and manual reports, as well as streamline response times to customers and ensure the proper functioning of hotels.
To date, the services provided by Digitex are installed in 40% of the hotels of the Estelar chain, mainly in the coffee axis and Panama. "In Colombia we have around 4,000 rooms, which indicates that the beneficiaries amount to more than 65% of our audiences, including employees and guests," says Biviana Vélez.
Currently, Hoteles Estelar is working with Digitex in the coordination of the logistics of loading the consumption of the mini bars through the telephone plant, in order to reduce the time of attention, the risks of repair and the risks of economic losses.
