Success Story

The successful implementation of hotelkit in 300+ hotels of Radisson Hotel Group

In spring 2019, Radisson Hotel Group made the strategic decision to implement hotelkit as their chosen digital communication platform. So, the implementation of the cloud-based solution in an international hotel chain with hotels in over 95 countries began. In this article, we will outline what the implementation process and hotelkit training looked like. Currently, 317 Radisson Hotel Group hotels have seamlessly integrated hotelkit into their operations, reaping the benefits of this innovative solution.

The All-in-One Hotel Operations Platform connects the teams of Radisson Hotel Group on a regional and international level. The hotelkit app is available in over 30 languages and offers tools that digitalize the daily to-dos, such as the daily handovers, tasks and repair management as well as the planning of housekeeping tasks. Furthermore, there are many social add-ons to strengthen the team spirit, like a Social Feed and Chat.

As of today (May 2023), 35,000 employees of Radisson Hotel Group in Europe, Asia and Africa are working with hotelkit, and the number is continuously rising. In the following, we will describe the onboarding process, from the initial training until the official rollout in the entire hotel chain:

We were truly impressed by how quickly the platform was implemented in our hotels. The time between the initial onboarding conversation and the actual use of hotelkit went by in the blink of an eye.

Patrick Apostolo Corporate Operations Director EMEA

hotelkit implementation in 3 steps

  1. Orientation Calls

    At the beginning of the onboarding process, an orientation call takes place. It’s offered to individual hotels as well as to multiple Radisson Hotel Group hotels simultaneously. The purpose of this initial call is to give the managers of the different properties a first impression of hotelkit, to outline the training process and to introduce the respective contact person. At the end, the data for the technical set up is retrieved and dates for the trainings with the hotel teams are set.

  2. Staff Trainings & Webinars

    Subsequently, the hotelkit Customer Support Team starts training the teams in the different hotels: There is a basic training for all employees and webinars tailored to the individual departments, such as Front Office, F&B and maintenance; there are also special trainings for the heads of departments as well as for hotelkit administrators. After the activation of the interface between hotelkit and the Radisson Hotel Group’s PMS systems – EMMA or Oracle OPERA – the webinar for the Executive Housekeepers takes place.

  3. Continuous Support & Trainings

    The support team is dedicated to maintaining open lines of communication and resolving any queries or challenges that users may encounter throughout their journey with hotelkit. This support is offered in 8 languages. In the form of monthly reportings, the support team informs the Radisson Hotel Group hotels about the usage of hotelkit. Moreover, hotelkit offers a wide range of tutorial videos in various languages, providing users with a comprehensive resource for utilizing the platform. The tutorial videos enable employees to stay up to date with the latest features and updates in hotelkit, ensuring they are equipped with the knowledge and skills needed to maximize their productivity. Some hotels, like the Radisson Blu Hotel Rostock, have taken the initiative to independently organize creative webinars aimed at expanding their team’s knowledge of hotelkit.

    hotelkit also offers an attractive on-site training format, named Radisson Bootcamp, to the Radisson Hotel Group staff. The goal of these bootcamps is to expand hotelkit knowledge, to exchange best practice examples and to increase hotelkit usage. This empowers all Radisson Hotel Group hotels to maximize the benefits of the software and further enhance efficiency in their daily operations.

Enabling Connectivity Across the Radisson Hotel Group

Radisson Hotel Group is a multifaceted international organization comprising over 1,150 properties in operations and under development, spread across the world. To connect the entire hotel chain, it’s therefore crucial to enable communication across all levels: hotelkit connects all organizational levels of Radisson Hotel Group, from the global headquarters to the different regions and their area offices, down to the individual hotels. This brings the enormous advantage that SOPs can be transmitted from the top level to the individual sites and are accessible to all employees on a central platform. Moreover, hotel businesses have the possibility to share best practices and ideas within their hotel or with the entire hotel chain. This fosters standards and innovation across countries and even across continents. Even franchise hotels can access information in the Radisson Hotel Group’s hotelkit through specially established project networks.

Building Bridges – hotelkit’s Ongoing Rollout in the Asia Pacific Region (APAC)

The rollout of hotelkit in Radisson Hotel Group EMEA was a huge success: teams in 317 hotels across three continents were interconnected within a short time frame. Efficient communication, clear standards and time-saving workflows have since characterized their daily work routine. The APAC region is a diverse region encompassing a wide range of cultural differences, languages, time zones and many more Radisson Hotel Group hotels, which are also set to become part of the hotelkit Radisson Hotel Group network. Radisson Hotel Group and hotelkit have demonstrated that with transparent communication, structured processes and efficient collaboration, no project is too complex to tackle.

The implementation of hotelkit was very professional and seamless. We are now implementing the platform in the Asia-Pacific region and our approach is once again crowned with success. What more can you wish for than a partner who sets out to find suitable solutions time and again?

Patrick Apostolo Corporate Operations Director EMEA

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