08.08.2025
“Technology That Feels Like Service”: Yerevan Place Hotel’s GM on their Digital Transformation with Hoteza
Interview with Yerevan Place Hotel’s GM – Her journey in hospitality and the hotel’s digital transformation with Hoteza
About the hotel:
Yerevan Place Hotel is a modern property located in the heart of Armenia's capital. Mariam, a General Manager, has walked a rare and inspiring path, starting in 2013 as a housekeeper at Marriott Tverskaya in Moscow and rising through the ranks of Ritz-Carlton, Renaissance, and Marriott properties to now lead Yerevan Place into a new era of hospitality.
In this interview, she shares how her team implemented Hoteza's digital solutions to enhance the guest experience, streamline operations, and reduce staff workload, all while keeping the guest at the center.
Q: You have a remarkable career journey — from housekeeping to GM. How does that shape your leadership today?
GM:I started in 2013 at the Marriott Tverskaya in Moscow as a housekeeper. Over the years, I worked at The Ritz-Carlton, Renaissance Monarch, Marriott Grand, and helped open the Renaissance Minsk during the 2014 Ice Hockey World Championship. That path gave me one clear philosophy: comfort and care for the guest should always come first. Today, I lead Yerevan Place Hotel with that same mindset.
Q: Why did you decide to introduce Hoteza to your hotel in December 2024?
GM: We wanted to create a truly seamless experience for our guests where technology is not a barrier, but a support. We knew Hoteza could help us cover every guest touchpoint, from online check-in to room service and in-room entertainment.
Q: What exactly did you implement?
GM: We rolled out several tools:
- GuestApp for mobile access to services
- Hoteza TV for in-room interaction
- Online check-in before arrival
- E-sign for check-in (tablets at reception)
- Digital room service, housekeeping requests, and upsells via both TV and app
Every part of the journey, from check-in to food and beverage, and amenities, became easier, faster, and more intuitive for the guest.
Q: How did your team respond to the changes?
GM: Honestly, they embraced it. From front office to IT, everyone saw the value right away. It wasn’t just about technology; it was about simplifying daily routines and providing guests with better service while requiring less effort.
Q: Any early results you’ve noticed?
GM: Absolutely yes! We’ve already seen:
Less pressure on front desk staff
More guest engagement through digital channels
Positive reviews mentioning convenience
Faster internal processes across departments
We see how it improves service quality. The revenue impact is something we expect to analyze soon, but the operational effect is already real.
Q: Where do you see digital hospitality going in the next 5 years?
GM: It’s all about convenience, personalization, and immediacy. Guests want QR-based menus, fast access, and fewer clicks. Technology should feel like a service, not a cold interface.
Q: What does “perfect service” mean to you as a GM?
GM: It’s about anticipating needs before they’re spoken. When a guest doesn’t even have to ask because it’s already offered, that’s perfect service. Hoteza is helping us build that.
Q: And finally, what advice would you give to young hotel managers starting out?
GM: Don’t be afraid of mistakes. Learn from them. Grow from them. Most importantly, do everything with love. If your work comes from that place, guests and your team will feel it.
📝 Editor’s Note:
Hoteza is proud to support hotels like Yerevan Place in their journey toward more brilliant, more human-centered hospitality. Want to learn how Hoteza can help your team? Contact us or request a free demo.
