Mixing the best of modern comfort with the best of the island’s natural environment, Diamond Resort Phuket is a new and modern four-star resort that opened its doors to guests in November 2019, located only 20 minutes away from the Phuket International Airport.
The resort provides easy access to popular beaches and attractions of Phuket, along with lively neighborhoods, while also offering a peaceful retreat from the crowds.
Designed to be sustainable, the resort features tropical gardens that provide ambiance for the 150 rooms and suites, suitable for both short stays or extended vacations.
Guests are able to relax on the sun-kissed pool deck area, take a dip in the Olympic-sized swimming pool, stay fit at the fitness center, and then relax in the sauna. Dining can be enjoyed at Infuse Restaurant, which is open the whole day and offers several International and Thai culinary choices.
Diamond Resort Phuket primarily welcomes international travellers, including families, couples, and digital nomads from Europe, Australia, and Saudi Arabia.
Manual systems straining operations during peak demand
As Diamond Resort Phuket accommodated an increasing number of foreign visitors, the task of managing multiple booking channels became increasingly complicated.
Raphael Haenggi, General Manager of Diamond Resort Phuket, points out that before implementing fit for purpose technology, the team was doing everything manually when it came to room rates, room availability, and inventory across online channels.
“Before, our team had to manually log in to each online platform to manage rates and availability, which was time-consuming and inefficient,” Raphael shares.
This lack of overall control resulted in slow daily activities and potential errors, especially during peak hours when speed and accuracy mattered.
The implementation issues did not end there, however. Handling airport transfers was a further pressure point, especially during peak seasons.
“Previously, unclear arrival times or flight delays often caused challenges. Our drivers could spend long periods waiting, and flight changes required extensive coordination by our reception team,” Raphael notes.
Without automation, there could be delays in responses, which would result in increased work for employees, as well as inconveniencing guests.
However, recognising the inefficiencies and factors that distracted the team from what really matters, the provision of a truly exceptional experience for their guests, Diamond Resort Phuket launched a search for a better, easier system to complement their growing needs.
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Streamlining operations and perfecting the arrival experience with SiteMinder & Welcome Pickups
To overcome operational inefficiencies and elevate the guest journey, Diamond Resort Phuket implemented SiteMinder’s channel manager and DemandPlus, alongside Welcome Pickups, creating a seamless journey from booking to arrival.
With SiteMinder in place, managing rates and availability across multiple channels became significantly easier and more reliable. What was once a manual, time-consuming process is now centralised and automated, reducing errors and freeing the team to focus on guest experience rather than administrative tasks.
“SiteMinder helps us reduce working time and makes our daily operations more efficient. Managing rates and availability is faster and more accurate.”
To further enhance the arrival experience, Diamond Resort Phuket introduced Welcome Pickups. Founded in 2015 in Greece, Welcome Pickups goes beyond a traditional transfer service by delivering a holistic, in-destination travel experience.
From airport transfers to travel products, local information, and things to do, Welcome Pickups supports travellers from arrival to departure with an easy, friendly, and personalised approach.
For the Diamond Resort Phuket team – like all hotels that collaborate with Welcome Pickups – the solution provides reliable 24/7 airport transfer coverage while significantly reducing manual coordination, a critical advantage during peak seasons and night shifts.
“Welcome Pickups helps our team with smoother workflow and assists guests who are looking for airport transfers 24/7,” Raphael explains.
The solution complements the resort’s own transportation services, ensuring guests always have a dependable option while also generating additional ancillary revenue, through commission-based guest bookings managed entirely by Welcome Pickups.
Together, SiteMinder and Welcome Pickups have created a more connected, efficient, and guest-focused operation. Guests benefit from advance transfer bookings and smoother arrivals, while hotel teams spend less time on manual coordination and more time delivering warm, memorable experiences.
“The integration makes the guest journey much smoother and easier from booking to arrival, with fewer mistakes and a more comfortable experience for our guests,” Raphael concludes.
Supporting memorable stays, from booking to goodbye
For Diamond Resort Phuket, a great guest experience is about consistency, care, and comfort at every touchpoint, and the right technology plays a key role in delivering that promise.
With SiteMinder and Welcome Pickups supporting operations behind the scenes, the team is able to focus fully on what matters most: the guest.
“A great guest experience means making guests feel welcome, comfortable, and well cared for from the moment they book until they leave,” Raphael notes.
By streamlining bookings, automating availability, and ensuring smooth airport arrivals, both platforms help the resort maintain clear communication, organised workflows, and thoughtful service throughout the entire journey.
“These systems allow us to deliver friendly service, smooth processes, and the small details that help guests truly relax and create memorable stays,” Raphael adds, perfectly reflecting Diamond Resort Phuket’s philosophy of Stay Spacious, Stay Smart, Stay Diamond.
With SiteMinder and Welcome Pickups as trusted partners, the Diamond family is well equipped to continue creating seamless, stress-free, and meaningful experiences for every guest who walks through their doors.
Thank you to Diamond Resort Phuket for your trust and partnership. SiteMinder and Welcome Pickups are proud to support your journey, and we wish you continued success ahead.