Chema Basterrechea serves as President for EMEA at the Radisson Hotel Group. He’s responsible for all operational and commercial matters including the implementation of brand standards and SOPs. In this article, he describes how hotelkit has not only changed his scope of work but also the cooperation within the hotel chain.
When it comes to communication, what are the biggest challenges a global hotel chain like Radisson encounters?
As a hotel chain operating in more than 100 countries across the globe, the distribution of information to all our hotels is one of our top priorities and at the same time our biggest challenge. New information should be transmitted quickly and reliably and needs to be easily accessible from all our hotel sites. It’s therefore of utmost importance that these documents are sufficiently protected and are communicated efficiently to the right person, group or department. This is especially important when it comes to security as it’s a major priority for us to be able to verify that the information has actually reached the employees and was also read by them. Moreover, it’s important for us to update relevant documents quickly and without much effort. So, there are certain aspects that we attach particular importance to, the ones I just mentioned are in my opinion the most relevant ones.
As a hotel chain operating in more than 100 countries across the globe, the distribution of information to all our hotels is one of our top priorities and at the same time our biggest challenge.
How were the brand standards and the SOPs communicated prior to the implementation of hotelkit? How is it done now?
In our hotel chain there were too many systems and tools in use. We had, for example, an intranet that we used to communicate SOPs. Then there was the newsletter which we used to communicate important information to the different hotel sites. What we were missing though, was a centralized platform where all information is available to everyone at any time. By finding hotelkit, we found the connecting medium that we were looking for: A communications platform that enables us to transmit SOPs to all hotels and makes the communication across the different hotel sites possible which is of utmost importance in hotel chains.
What we were missing though, was a centralized platform where all information is available to everyone at any time. By finding hotelkit, we found the connecting medium that we were looking for.
How do you and your team use hotelkit at the EMEA headquarters?
At headquarters our focus is, of course, on the finances which is why we primarily use hotelkit to get insight into the financial statements of our hotels. Moreover, I use hotelkit as an information source and as a planning and communications tool that allows me to transmit tasks and standards to all hotels within the Radisson Hotel Group. This communications platform is also helpful when it comes to the evaluation and certification of our hotel sites and the optimization of quality, security and health standards in our hotels.
I use hotelkit as an information source and as a planning and communications tool that allows me to transmit tasks and standards to all hotels within the Radisson Hotel Group.
The reason why we at headquarters were determined to implement hotelkit in the Radisson Hotel Group was our wish to reduce the amount of paper that was used. We also wanted one platform that would connect the entire hotel chain. In finding hotelkit, we found the solution we were looking for and, added to that, hotelkit also increased the motivation of our employees: Now, there is a lively exchange between the different hotels, ideas are being discussed, and we work on the further development of our company.
In finding hotelkit, we found the solution we were looking for and, added to that, hotelkit also increased the motivation of our employees: Now, there is a lively exchange between the different hotels, ideas are being discussed, and we work on the further development of our company.
Does this efficient and digital way of communicating lead to more sustainability?
Absolutely. Since the implementation of hotelkit, we hardly use any paper anymore, and our maintenance work is always completed in due time which saves a lot of power.
How does hotelkit contribute to the promotion of team spirit and innovation at the Radisson Hotel Group?
hotelkit does not only connect our entire hotel chain but also makes a lively exchange between the different hotel sites possible. In contrast to writing emails, this modern way of communication is very popular and unleashed a veritable creativity boost. I would even say that there are now some true “influencers” among us that regularly post pictures from their work in the hotels and share them with the entire hotel chain. The social stream hotelkit Moments is currently in the test phase in many of our hotels. Is there anything more pleasant than employees that are actively involved in the further development of the company? We at headquarters want to promote this.
In contrast to writing emails, this modern way of communication is very popular and unleashed a veritable creativity boost.
Where will the Radisson Hotel Group go from here in terms of digitalization?
There will be a continuous development, I am sure of it. I believe that we’re already on the right track: By implementing hotelkit, we have found the perfect tool to ensure optimal cooperation and efficiently structured processes. Moreover, we’re using digitalization in the areas of finance and productivity. Other than that, we’re already using artificial intelligence when communicating with guests, and we have an SAP system and a great PMS, EMMA, at our disposal. We’re also slowly but steadily managing to replace our traditional frontdesk with our Radisson Plus System. On our way to more efficiency, flexibility and even better service, we consider ourselves very lucky to work with such professional partners like hotelkit. The collaboration generates incredible advantages for our hotel chain, our many employees and, of course, our guests.
What was your personal experience with the company hotelkit?
hotelkit and Radisson Hotel Group are two companies that are very similar in terms of motivation, future orientation and the urge to become better and better. This is why our cooperation works so well. I believe that the goal that CEO Marius has pursued with this system was fully reached: hotelkit can be proud of the way in which people communicate and interact with this platform.
hotelkit and Radisson Hotel Group are two companies that are very similar in terms of motivation, future orientation and the urge to become better and better.
