Rotana Hotels

About Rotana Hotels

Rotana Hotels leverages a deep understanding of Middle Eastern culture and communities, paired with the extensive international expertise of its executive team. Established in 1993 with just two properties, Rotana aims to expand to over 100 properties by 2025. The company is committed to opening new projects and establishing Rotana-managed properties in key cities across the Middle East, Africa, and Eastern Europe within the next five years.

Challenge

The management team at Rotana Hotels sought a solution provider to address the following challenges:

• Very difficult for the guest to reach the hotel staff
• Rotana Marketing team not able to communicate offers in an efficient way
• Rotana Loyalty members loosing interest as redeeming their points is manual not easy to do
• Not able to reach hotel guest using email, high rate of bouncing emails
• High printing cost at reception
• Guest profile quality in PMS is very bad affecting upselling, and marketing offers reach
• Low direct booking percentage, Paying high commission for OTAs

The Neorcha Solution

Neorcha Hotel App

• Loyalty Program Management: Created a comprehensive environment for managing virtual loyalty cards, transaction histories, and real-time earning and redemption.
• Booking Engine Integration: Established a direct booking channel, enhancing guest interactions and reducing dependency on third-party platforms.
• Sending real time notifications to inform about offers and promotions

Neorcha iSign and Digital Signage:

• Implemented paperless solutions at reception, advancing sustainability efforts
• Improving guest data quality for targeted marketing campaigns.
• Reducing printing cost and enhancing staff efficiency
• Centralizing the content to be displayed for the guest in public areas under one Portal

Neorcha eGuest Journey:

• Automated Communication: Streamlined communication with guests from during full guest journey
• Introduced an online check-in feature, reducing check-in queues, and significantly enhancing guest satisfaction and overall experience.
• Inviting the guest to do express check-out reducing pressure on reception staff

This approach has enabled Rotana Hotels to overcome key challenges in communication, digitalization, cost management, and sustainability, driving operational excellence and guest satisfaction.