Located in the heart of Bugolobi, Royal Suites is built around giving guests more than just a place to stay. The hotel has 60 rooms, three restaurants, two bars and six conference halls, alongside a wellness club with a state-of-the-art gym and spa. With guests coming for accommodation, dining, conferences and wellness services, the hotel needs its operations to work together while keeping the guest experience at the centre.
For Royal Suites, that means making every stage of the guest journey as straightforward as possible, from booking a room to checking in and paying for services.
Today, the hotel uses Pesapal’s Reserveport and POS solutions to support those experiences.
A hotel built around the guest experience
For Executive Chef Joseph Masongo, creating a good guest experience starts with understanding what guests want.
That approach is reflected in the variety of experiences available at Royal Suites. The hotel serves local, Indian, Chinese and English dishes, giving guests a range of options whether they are staying at the hotel, dining at one of its restaurants or attending an event.
The hotel also extends this focus beyond accommodation and dining; Royal Suites also owns a wellness club that combines a state-of-the-art gym with a professional spa, giving guests another part of the Royal Suites experience to access during their stay.
With so many services operating under one roof, making the individual parts of the guest journey easy to navigate is important.
Making reservations and check-in easier
For Martin, the Front Office Manager, customer experience is central to the hotel's operations.
That is one of the reasons the hotel partnered with Pesapal to use Reserveport and Pesapal POS.
With Reserveport, guests can check room availability, make bookings online and pay online before arriving at the hotel. This helps make the check-in process easier for both the guest and the hotel team.
Reserveport also supports the hotel's room management by helping the team keep availability updated.
Instead of the reservation process ending once a guest makes a booking, the system helps connect booking, payment and room availability as part of the hotel's wider operations.
For a hotel managing 60 rooms alongside restaurants, conference facilities, bars and other guest services, having these processes work together helps the team focus on the guest rather than on managing each step separately.
Giving guests more ways to pay
Payments are another important part of the guest experience.
While online bookings allow guests to make payments before arriving, guests also need convenient ways to pay for services during their stay.
Royal Suites uses Pesapal POS machines for guests who prefer to pay by card.
“The POS machine is very important for us for the guests who want to pay for other services via card,” Martin explains.
Whether a guest is paying for a restaurant bill or another service at the hotel, the POS gives them the option to pay by card at the point of service.
Royal Suites also uses payment links, giving the hotel another way to collect payments, including from guests using Express cards.
For the hotel, having multiple payment options means guests can choose how they want to complete their payment, whether they are booking online or paying for services during their stay.
Keeping the focus on hospitality
From its restaurants and wellness club to its rooms, conference facilities and bars, Royal Suites brings together several different parts of the hospitality experience.
For the team, the goal remains the same; understanding what guests need and making their experience as easy as possible.
Pesapal's Reserveport and POS solutions support that goal by helping Royal Suites manage online bookings, room availability and payments across different parts of the guest journey.
As Martin puts it, the partnership has “made payments easy, for everyone.”
For a hotel where guest experience extends well beyond the room, having the systems behind that experience work together makes a meaningful difference.
