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CGH EARTH EXPERIENCE HOTELS

Transforming Housekeeping & Operations at Coconut Lagoon
– A CGH Earth Experience

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89%
of repairs are done within 24 hours
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24
of repairs are done within 24 hours
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25
minutes on average to
complete guest requests
Radhakrishna Shenoi
Radhakrishna Shenoi,
AVP, CGH Earth Group
"HotelOpsAI has been an invaluable partner in transforming our hotel operations across our 20 properties, including resorts, hotels, and villas. From concept to implementation, they worked closely with us to tailor solutions that addressed our unique operational challenges. Their proactive approach, deep industry understanding, and commitment to excellence set them apart. More than just a vendor, the HotelOpsAI team has become an extension of our own, providing unwavering support at every stage. Their professionalism, responsiveness, and ability to adapt to our evolving needs have made a significant impact on our efficiency and guest experience."

Nestled along the serene Vembanad Lake, Coconut Lagoon is an eco-conscious retreat that embodies Kerala's heritage, culture, and natural beauty. Accessible only by boat, the resort offers a tranquil escape while providing world-class hospitality. The property, known for its restored heritage mansions (tharavads), lush backwater setting, and rich biodiversity, required a modern solution to enhance its operational efficiency while preserving its sustainable ethos. To streamline housekeeping, work order management, and meter readings, Coconut Lagoon partnered with HotelOps.AI, a comprehensive hospitality operations platform that digitizes and optimizes processes for seamless efficiency.

The Challenge

Before implementing HotelOps.ai, Marari Beach faced several operational hurdles:

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Paper-based Processes:

Housekeeping tasks, maintenance requests, and meter readings were tracked manually, leading toinefficiencies and increased workload.

Lack of Real-Time Coordination

Communication gaps between housekeeping, maintenance, and management teams delayed issue resolution.

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Sustainability Goals

As a champion of eco-friendly tourism, Coconut Lagoon aimed to eliminate paper-based processes and improve resource management.

Inconsistent Service Quality

Lensuring timely and high-quality service delivery was a key priority for enhancing guest satisfaction.

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The Solution: HotelOps.ai

Before implementing HotelOps.ai, Marari Beach faced several operational hurdles:

Key features of HotelOps.ai included:

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Digitize Housekeeping Operations

Implementing a mobile-based housekeeping management system for real-time task assignment, tracking, & completion.

Live Tracking & Status Updates

Managers gained instant insights into team performance, pending tasks, and room cleanliness.

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Streamline Work Order Management

Automating maintenance requests and tracking completion status to minimize downtime and improve accountability.

Sustainability-Focused Digital Operations

By eliminating paper-based checklists and logs, Marari Beach moved closer to its goal of becoming a fully paperless operation.

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Enhance Utility Monitoring

Introducing smart meter reading to monitor electricity, water, and fuel consumption supporting sustainable resource management.

Results & Impact

The adoption of HotelOps.ai led to measurable improvements in housekeeping operations at Coconut Lagoon:

1. Operational Efficiency & Workflow Optimization ▲
Faster Housekeeping Turnaround: Automated task assignments and real-time status tracking improved room readiness. Seamless Maintenance Requests: Staff could log and monitor work orders instantly, reducing service delays. Digital Meter Reading System: Eliminated manual errors and improved tracking of energy and water usage.
2. Improved Guest Experience ▼
Higher Guest Satisfaction Scores: Cleanliness and responsiveness improved, enhancing the overall guest experience. Faster Room Availability: Real-time housekeeping updates ensured guests checked into ready rooms without delays.
3. Business Growth & Sustainability Success ▼
Reduction in Paper Usage: Supporting CGH Earth's vision of an eco-friendly, paperless hotel operation. Energy & Resource Optimization: Data-driven meter reading helped the property monitor and reduce resource consumption. Improved Operational Costs & Profitability: The automation of housekeeping, work orders, and utilities tracking led to cost savings and higher efficiency.
4. Sustainability Recognition ▼
Global Sustainability Awards: Marari Beach received accolades from international agencies for its transition to digital operations and reduced environmental impact.

Conclusion

The implementation of HotelOps.AI at Coconut Lagoon has revolutionized the resort's operations, aligning with CGH Earth's sustainable tourism model.
By digitizing housekeeping, maintenance, and meter reading, the property has successfully enhanced service quality, improved efficiency, and supported eco-friendly initiatives. With these advancements, Coconut Lagoon continues to set a benchmark in responsible luxury, ensuring guests experience Kerala's timeless charm while enjoying seamless, world-class hospitality.