Case Study
The Royal Mansour Elevates the Luxury Hotel Guest Experience
The Royal Mansour,
Marrakech, Morocco
Summary
When The Peabody asked their legacy software provider about integrating guest messaging into the solution, the provider suggested adding complications by bringing in a separate company – at an extremely high cost – to handle this function. When staff frustration reached its peak, Ryan Lancaster began searching for a replacement solution it was clear that ALICE was the solution for them and they switched to the all-in-one hospitality operations management platform in December of 2020.
Riads
Employees
Service Teams
The Challenge
Optimizing an Elaborate Service Team System
The Royal Mansour is much more than a palace; it is the incarnation of a vision, a dream, testimony to the fact that the Moroccan way of life is a living art. Built on the solid foundations of tradition, yet constantly evolving, it meets the demands for increasingly high standards in hospitality.
The Royal Mansour features 53 Riads, more commonly described elsewhere as villas. Each riad spans 3 floors - from 1 to 4 bedrooms. Amenities include a private shaded patio, a rooftop terrace with a plunge pool, and a dining area. The quiet service, privacy, and high standards all are supported by an elaborate system of 27 service teams.
Nearly 600 employees work across the resort. The groundbreaking and distinctive hotel design is exemplified by a labyrinthine series of underground tunnels to each riad accessed only by staff.
The ingenious system of underground tunnels allow staff to access the riads swiftly and discreetly, invisibly ensuring guests’ comfort, and taking great care to respect their privacy.
Thus, the art of service at the Royal Mansour reaches a degree of refinement that goes above and beyond the traditional hotelier’s rulebook.
The Solution
Full ALICE Suite by Actabl
At the peak of luxury, nothing falls through the cracks. Operations management must be as ornate, meticulous and extravagant as the service experience. To support this vision, the Palace sought out the latest technology - and they found hotel operations software ALICE.
The Royal Mansour implemented the full ALICE suite ALICE of tools - uniting the hotel's service teams on one platform.
> Replaces the need for a lot of papers - preventing loss of documents
> Easily manages guest requests as quickly as possible
> Enables in-depth monitoring of the tasks entrusted to each employee
> Improves coordination with the different departments
> Saves time with fewer calls to coordinate tasks
The Results
The best got better
ALICE helps improve the already fabulous luxury hotel experience. It enables a natural contactless guest messaging experience while silently delivering the same exceptional service - without skipping a beat.
ALICE is not an off-the-shelf solution. Our platform is adaptable and used in unique ways that cater to each hotels' specific identity.
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