An interview with Ganna, Allrounder Senior at GenM Hotels.
In her role as Allrounder Senior at GenM Hotels, Ganna is responsible for group and room reservations, customer service for individual guests as well as HR support. It is precisely this variety that makes her work fun: from operational questions to guest contact and administration. No two days are the same.
Until the beginning of 2024, the group process was still largely manual: via e-mails, Excel files and mutual coordination. Not a disaster, but it took time. And it was not always clear who had picked up what. Since switching to Groupz, there is overview, peace and quiet, and room again for personal contact with guests. Ganna shares what that has changed in her work.
Before the introduction of Groupz, the processing of group requests was largely manual. Ganna: "We worked with Excel, e-mail and sometimes WhatsApp. That worked fine in itself, but it did take a lot of time to get everything in sync. Especially when changes came in or several people were working on a booking."
Because everyone had their own way of working, good internal coordination was important. "It required a lot of consultation and double-checking. At the time it felt like the standard way of working, but afterwards you see how much more efficient it could be."
Administrative tasks such as preparing quotes and entering guest lists also required a lot of attention. "You were mainly engaged in executive actions. The work was repetitive and therefore less challenging. In addition, I missed the contact with the guests, because there was often no time for that."
When Ganna started working with Groupz in July 2024, it felt right away. "I was taken step by step into how it worked. My input was taken seriously and I was able to make my own test bookings. That way I understood exactly what the system does for the guest and for us."
The transition went smoothly. "The system points itself out. Within two days I was able to create and manage bookings independently. Especially the fact that everything is in one place, from request to invoice, makes it clear and calm."
Since the introduction of Groupz, Ganna's workday has changed in terms of content. "Because many administrative tasks have been automated, I now have more time for personal contact. We call guests more often to hear what they find important and what they come for. That way we can do something extra for them when they arrive. Sometimes we are even ready on arrival to receive them personally. After all, that's the most fun part of the job."
Behind the scenes, too, the difference is evident. "There is less chance of misunderstandings or mistakes because the booker remains in control of his or her booking. That gives us confidence. And so does the guest."
In addition, cooperation with colleagues has improved. "Everyone works in the same system, with the same information. That gives peace, clarity and strengthens the trust between them."
Not only the team, but also the guests experience benefits from Groupz. "In the beginning, some bookers found it exciting to work with Groupz themselves," says Ganna. "But soon we noticed how positively they responded. They now have more insight into their own booking and can easily adjust or check details. That gives them a sense of control as well as confidence."
According to Ganna, guests experience the communication as more transparent and professional. "It feels to them as if they are booking through a modern booking platform, as they are used to for individual travel. As a result, the whole experience is smoother and more guest-oriented."
As far as Ganna is concerned, Groupz is highly recommended for any hotel working with group requests. "I understand that a new system can be exciting, but you notice immediately how much it delivers. More overview, less pressure, more space for what is really important: the guest."
For her personally, it means more variety in the work, more ownership and, above all, more fun. "I'm not just processing, but improving. And that makes my work a lot more fun."