The experience was something I loved it, and I want to share here, despite the building being old and having extensive use of wood throughout—giving a clear idea of when the hotel might have first started.
I was on a business trip to Bangkok and stayed at a Minor Group - Anantara Siam Hotel. The hotel was built in 1978, a time when IT wasn’t prevalent. Yet, the steps into the hotel feel so authentic, with iconic paintings, wooden design, and even the cupboard giving a truly vintage feel.
I believe that back then, guests must have enjoyed their stay and had a great holiday experience, as they had ample time to relax. However, they probably had to spend a fair amount of time providing room details and personal information for most services umh —something quite irritating right, especially when you are at your best moment or rushing to a business meeting or even just rejoicing.
But I have seen Anantara navigate through time after taking over and deliver a great guest experience—from check-in to in-room service, spa, and even purchases of items during your stay.
Despite the old infrastructure, they’ve managed to create the best customer experience using modern, best-in-class technology—with a strong focus on service integration with the help of technology.
This integration allows them to access multiple points of customer data, understand customer behavior, and recall past experiences—all of which help create a more personalized, homely experience.
If you stay at any Minor hotel, you’ll likely feel the same. Here are a few experiences I had:
When you book the hotel, they send a welcome note that broadly outlines your stay and available services.
- If you share your check-in time range, the staff usually greets you by name—giving you a sense of familiarity where you simply need to say “yes.”
➡️ If your credit card is ready, check-in barely takes five minutes.
➡️ Once in your room, your room number becomes your identity and the best part is when you call from your room phone, the receptionist addresses you by name, without asking for your room number, so you can ask for service.
➡️ For any request, housekeeping is alerted instantly, and service reaches your door within minutes.
➡️ At breakfast, simply mention your room number and someone guide you to bring to the available chair and no signatures or forms needed.
➡️ If you are ordering food, just tell them what you want. No payment worries, it’s all added to your final bill.
➡️ When you plan weekend touring on one call your brekfast packet will be ready at reception.
➡️ Last but not least, during checkout, the bill is ready in under five minutes, pretty fast, right?
All of this is possible because their IT systems are comprehensively integrated—across finance, supply chain, customer experience, POS, retail, warehouse, omnichannel, order management, billing, and more.
This powerful integration makes the customer experience memorable and strengthens guest loyalty.
Integrate your systems for better service and customer experience.
