DIGITALTRANSFORMATION:FROMLUXURYRESORTTOSMARTHOSPITALITYPIONEER

Our team conducted a comprehensive assessment of Regnum Carya's digital maturity across all departments and touchpoints:

• We examined five years of previous digital projects, identifying patterns of implementation success and failure

• We benchmarked their digital capabilities against global and local luxury hospitality competitors

• We interviewed key stakeholders from the Digital Transformation Committee and department heads to understand existing pain points and vision

• We established a baseline "Digital Maturity Score" for 2019 and 2024, revealing modest improvement but significant untapped potential

The analysis uncovered critical insights: despite substantial technology investments, the resort lacked a cohesive digital strategy aligned with its broader business objectives. Projects were often selected based on departmental requests rather than guest impact or operational efficiency. Additionally, the resort had valuable historical data that remained largely unutilized for personalization and service optimization.

Based on our findings, we developed a comprehensive digital transformation framework specifically tailored to Regnum Carya's unique positioning and strategic objectives:

1. Guest Journey Enhancement: Mapping each touchpoint from pre-booking to post-stay and identifying opportunities for digital augmentation without compromising the human touch
   
   

2. Operational Excellence: Prioritizing backend systems integration to eliminate redundant data entry and create a unified view of operations
   
   

3. Data-Driven Decision Making: Establishing the foundation for analytics capabilities that would enable more personalized guest experiences and predictive resource allocation
   
   

4. Innovation Governance: Restructuring the Digital Transformation Committee with clear evaluation criteria, implementation roadmaps, and ROI metrics
   
   

We worked closely with HR to identify "Digital Champions" across departments who would drive adoption and provide critical feedback throughout implementation. Each project was evaluated against its potential impact on the newly established 2029 Digital Maturity Score target, ensuring strategic alignment.

We prioritized initiatives based on their impact on guest experience, operational efficiency, and strategic alignment:

• Phase 1: Foundation-building projects focusing on data integration and staff enablement

• Phase 2: Guest-facing innovations that would create memorable, differentiated experiences

• Phase 3: Advanced analytics and predictive capabilities

For each initiative, we developed comprehensive business cases with:

• Clear KPIs aligned with strategic objectives

• Total cost of ownership estimates

• Implementation timelines

• Resource requirements

• Expected impact on Digital Maturity Score

The Digital Transformation Committee was restructured with enhanced governance processes, including transparent project selection criteria, regular progress reviews, and standardized reporting formats.

Our roadmap extended beyond strategic planning to implementation support:

1. We established a clear baseline by documenting the 2024 Digital Maturity Score across all departments

2. We defined ambitious but achievable targets for 2029, with annual milestones

3. We created detailed implementation plans for priority initiatives

4. We developed a comprehensive KPI dashboard to monitor progress

The transformation journey was designed as an iterative process, with regular checkpoints to assess progress, gather feedback, and refine approaches. Rather than attempting a complete digital overhaul, we focused on creating momentum through early wins while building toward more ambitious long-term objectives.