Hotel Alpine Continental, Shillong, Meghalaya

The Challenge

A busy hill-station hotel where the software was one more thing to manage

Shillong is the gateway to Meghalaya's tourism circuit and a government and education centre in its own right, so a city hotel there handles leisure families, official guests on bill-to accounts and conference groups in the same week. Its management team is small, and the software they use has to be learnt quickly by staff who are also carrying luggage and answering phones.

The hotel's own framing of the problem is about complexity: hotel management tasks that had become a burden rather than a routine. A PMS that needs a specialist to operate, or a support line that answers the next working day, adds to that burden instead of removing it.

What Exceed Put in Place

A system the front desk can run, and a support team behind it

Hotel Alpine Continental adopted Exceed's cloud PMS across the front desk, reservations, housekeeping and billing. The hotel singles out two things: the intuitive design, which let the team pick up daily operations without a long training cycle, and the breadth of features, so that bill-to-company accounts, GST invoicing, room status and reports live in one place rather than several.

Behind the software is Exceed's support team, which the hotel describes as "always ready to assist". For a property in the North-East that matters: the nearest vendor office may be a flight away, so support by phone and remote access has to be the first line, not the last resort.

The Outcome

"Daily operations a breeze"

The hotel reports that Exceed "simplified my hotel management tasks significantly" and made daily operations easy, and it describes the overall experience as delightful. No performance figures are published for this client, and the outcome is given as the property gave it.

The broader point for city hotels in tier-2 and hill-station markets is that comprehensiveness and simplicity are not opposites. A PMS can carry corporate billing, GST, housekeeping and reporting and still be learnt in a day, provided it is designed for the front desk rather than for the IT department.

Related pages: Hotel software for Sikkim and the North-East hills, Front desk software, Exceed 24×7 support.