From bookings to housekeeping: How Optima PMS keeps TOA Hotel & Spa in sync

As a new player in Zanzibar’s vibrant hospitality scene, TOA Hotel & Spa set out with clear goals to ensure long-term competitiveness in a crowded market. The team focused on three key priorities:

1. Expanding marketing reach: With global travelers often booking through dominant online travel agencies (OTAs), TOA needed a way to boost visibility and focus its marketing efforts on the channels that deliver real results.
2. Achieving operational efficiency: Delivering a smooth, high-end guest experience required tight coordination across departments—from reservations and housekeeping to front office operations—all without the luxury of a large legacy team or systems.
3. Delighting customers: In a region filled with beachfront resorts, TOA aimed to differentiate itself by providing not just luxury, but seamless service that left a lasting impression on every guest.

At the heart of TOA’s daily operations is Optima PMS. The system allows the general manager and department heads to stay aligned through clear, real-time reporting and daily tools such as:

• The manager’s report, used every morning to review previous-day revenue.
• Arrival, departure, and in-house guest reports, shared across departments to help staff prepare for the day ahead.
• Marketing visibility via OTA integration: Optima marketplace’s seamless integration with platforms like Booking.com and Expedia has also helped the hotel stand out to prospective guests. Availability updates happen automatically across channels, making it easy for travelers to find and book rooms without overbookings or delays.
• A unified system that connects reservations, housekeeping, and front office operations, making inventory and task management more responsive and accurate.

• Smoother operations: Interdepartmental coordination has become more intuitive, with teams relying on accurate, automated reports to manage daily tasks.
• Improved visibility: Reservations from platforms like Booking.com and Expedia are instantly reflected in the system, eliminating double bookings and miscommunication.
• Smarter decision-making: Daily reports provide managers with a snapshot of performance, enabling faster, data-backed decisions.
• Better team coordination: Each department receives tailored reports, making it easier to align on daily responsibilities.
• Simplified workflows: Tasks that once took time and multiple checks are now managed efficiently through a single platform.