Unite, Centralize, Personalize: Accor’s Ambitions

In a context marked by a wide diversity of brands and services across 110 countries, the Accor Group aims to deliver a consistent guest experience while optimizing operations and driving performance worldwide. For this strategic transformation, the group has chosen Oracle.

Cloud PMS: Towards Streamlined and Agile Management

At the heart of the initiative lies the implementation of the Oracle Hospitality OPERA Cloud Property Management System (PMS). This cloud-based solution unifies the management of reservations, availability, check-ins/check-outs, payments, housekeeping, and reporting. It also facilitates seamless connections with OTAs, channel managers, CRMs, points of sale, and payment gateways.

Key benefits include:

• Centralization of data at both property and group levels;

• Real-time monitoring and enhanced decision support;

• Increased personalization of stays, regardless of location;

• Operational agility and scalable deployment capabilities.

Boosting the Meetings & Events Segment

For its Meetings & Events business, Accor is complementing this system with OPERA Cloud Sales and Event Management. The solution provides a consolidated view of spaces and availability, enabling organizers to browse, visualize, and book meeting rooms, guestrooms, and catering services through self-service journeys. The objective: to improve conversion rates and team productivity.

A Transformation Felt at Every Level

Jean-Noël Lau Keng Lun, Chief Distribution Officer at Accor, summarizes the ambition:

“The deployment of a global cloud PMS is part of our commitment to delivering a consistent, high-quality experience to our guests while optimizing our operations.”

In Summary: Technology Serving Relational Excellence for a Personalized Guest Experience

The unification of Accor’s global hotel system reflects a strong conviction: technology is an essential driver of a successful guest experience. By centralizing data, streamlining booking journeys, and ensuring consistency at every stage of the stay, the group strengthens both operational efficiency and its ability to deliver personalized attention.

Yet, the promise of a seamless and memorable experience does not rely on technology alone. The guest’s real perception remains the ultimate measure of success. This is precisely where the mystery guest audit proves invaluable.

By stepping into the shoes of a discerning traveler, the auditor evaluates how these innovations are truly experienced: process fluidity, quality of welcome, genuine personalization, and alignment between the digital promise and on-site reality. This impartial perspective highlights strengths, identifies areas for improvement, and ensures that technology supports—not replaces—the human touch that defines hospitality excellence.

When combined, technological innovation and expert observation become the twin pillars of a seamless, distinctive, and unforgettable guest journey.

Support from Barthélemy Conseil

Barthélemy Conseil assists hospitality establishments in evaluating and enhancing their guest experience.

Our mystery guest audits, consulting services, and tailored strategic recommendations are designed to help you meet the industry’s highest standards.

To discuss the solutions best suited to your objectives, let’s connect.

Source : La Revue Digitale