The Business Challenge
The Jumeirah Group, a part of Dubai Holding, is a hospitality industry leader with
a world-class portfolio of luxury hotels and resorts around the world that includes
the iconic seven-star Burj Al Arab in Dubai, United Arab Emirates. One of the
key business principles of Jumeirah Group is to make customers its first priority
and strive constantly to exceed their expectations. The Group achieves this by
leveraging technologies such as business intelligence (BI), internet of things (IoT),
and mobility, to offer each of the 3 million guests who visit its hotels annually an
imaginative and exhilarating experience.
This utilization of cutting-edge IT solutions to achieve clear business objectives is
characterised by many accomplishments in guest services such as having the first
hotel to offer Wi-Fi, computers and plasma TVs in every suite.
“Nobody wants to wait in check-in queues for extended periods, especially after
a long flight. Neither do diners appreciate long waits for the bill after a meal. Such
unpleasant experiences don’t just entail financial impact, they negatively affect
guest experiences and go against our policy of treating every customer like a VIP,”
said Neil Menezes, Vice President Enterprise Architecture at Dubai Holding.
“For this reason, the Group’s properties offer guests premium tablet-based
check-in, mobile check-in and check-out, iPad menus in restaurants and many
new apps for unmatched guest experiences. Our clientele expects the very
best and that’s what we deliver.”
IT also provides hotel staff with up-to-the-minute data on room occupancy, guest
requests and other vital information, all of which makes it possible for them to
better co-ordinate their efforts and execute their functions more efficiently.
“To enable VIP treatment of all guests, we strive to introduce constant innovation,
while also serving the requirements of the entire Jumeirah Group. This makes
service availability of utmost importance to our IT team. Cutting down management
overheads and winning back time is what drove our interest in working with
Veeam,” explained Menezes.
The Group has been steadily expanding its hotel portfolio and is on track to
operating 42 properties by 2018. “To support and sustain our expansion, we
must have a robust and agile IT infrastructure in place so that Jumeirah Group
continues to deliver exceptional customer services with no downtime, and the
high performance that our guests have come to expect,” he added.
The Veeam Solution
Menezes and his team selected Veeam® Availability Suite™ for its unmatched
performance, complete automation and orchestration, and inherent support
The improvements to performance were instantly obvious as with Veeam, backups
now execute in half the time, even as the volume of data being backed up has nearly
doubled. Veeam’s SureBackup feature guarantees these fully automated backups
require no verification, saving the IT team precious time.
Having experienced a 45% increase in data volume over the last two years, this
performance improvement has been critical in ensuring all essential data is protected.
“We constantly generate a wealth of information which we analyze to gain keen insights
into guest preferences and shape our business strategies,” explained Menezes. “Veeam
ensures all this valuable data, generated on a daily basis, is preserved and readily
accessible, while also reducing our storage requirements by 30%.”
Even more impressive, Veeam has sped up full VM recovery by a factor of four.
Menezes stated that if the Group’s central reservations, property management,
or point of sales (POS) systems went down, it would impact customer services
and, potentially, the ability for guests to book a Jumeirah Hotel worldwide, thereby
causing immeasurable damage to its reputation. “While the financial impact of VM
failure varies depending on the application that’s affected, we simply can’t afford
the potential damage to our brand - particularly because of the industry we belong
to. Therefore, to us, value of Veeam’s instant VM recovery is intangible,” he said.
The Jumeirah Group has depended on Veeam’s ability to instantly recover VMs
on a number of occasions. In early 2017, three VMs for the Group’s Spotlight,
Lync and NextThink applications crashed but thanks to Veeam, these were
fully recovered and back to normal operation within minutes. “This could have
potentially impacted productivity, but recovery was so rapid that users remained
unaware of any application issues at all,” stated Menezes.
“Every single second is valuable for our IT team and because Veeam always
performs as expected, is highly automated, and easily managed, it saves our
precious time on a daily basis,” he stated.
Advising industry counterparts on why they should consider Veeam, Menezes said,
“Too many organizations wait until something goes wrong, or until a solution isn’t
meeting a fundamental business need before looking for an alternative. But you
can’t underplay the importance of time savings. IT is complicated enough and
I believe in simplicity. We therefore haven’t selected Veeam to save us from that one
unforeseen disaster, but rather to simplify operations for our staff every single day
and ensure we are delivering the uninterrupted service our customers expect.”
With these benefits, Menezes estimates that his team will achieve full return on
investment (ROI) on the project in under two years. The Group is confident that
with Veeam’s clear roadmap and constant addition of new features, they have a
solution for long-term success. They are therefore exploring how to scale their
deployment to serve the needs of the larger conglomerate they are now a part of.
“Veeam works perfectly and has everything we need straight out the box, giving us the
precious time to focus more on the one thing that matters the most - our customers!
Veeam helps us deliver Jumeirah’s signature ‘Stay Different’ experience to every single
guest at any of our luxurious hotels around the world,” concluded Menezes.
- Reduces backup windows by 50% and eliminates need for manual verification
Although the Jumeirah Group has experienced a 45% increase in the volume of data
in just two years, Veeam backs up more data in half the time. The suite’s SureBackup
feature means the IT team no longer manually verifies backups on a daily basis as they
did previously. “Veeam saves our IT team time every single day and ensures all our
valuable data is preserved and readily accessible when needed. It has even helped us
reduce our storage requirements by 30%,” said Menezes.
- Automates and achieves full VM recovery 4x faster
“Veeam is purpose-built for the virtualization and outperforms other vendors in the
backup and restoration of VMs,” explained Menezes. When VMs fail, Veeam begins
an automatic recovery process that fully restores them four times as fast as the Group’s
previous solution. This guarantees application performance is maintained which in
turn safeguards the Group’s meticulously crafted brand image. Menezes therefore
described the value of Veeam’s instant VM recovery as ‘intangible’.
- Full Return on Investment (ROI) in under two years
Veeam has brought about significant reductions in management overheads,
and storage requirements, which Menezes estimates will result in full return
on investment (ROI) on the project being achieved in under two years. Moreover,
the vendor’s clear roadmap and constant addition of new features, ensures the
Jumeirah Group now has a solution for long term success.