Highlands and Islands Enterprise
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HIE case study

Torridon hotel embraces new technologies

131125 Torridon Hotel Case Study 0047

Elevating hotel operations through integrated digital tools

The five-star Torridon Hotel nestled in the Northwest Highlands is well-known for its luxury experience but the management team recognised that to stay competitive, the boutique resort’s behind-the-scenes operations needed a digital overhaul.

From disconnected guest engagement tools to underused software and manual bike hire processes, the opportunities for greater efficiency were clear. Keen to make targeted, high-impact improvements, The Torridon engaged with the Northern Innovation Hub’s (NIH) Digital Tourism Support – a free programme offering Highland tourism SMEs up to three days of expert, one-to-one advice to help them take the next steps in digital transformation.

With tailored guidance from industry expert programme partners Elevator, the Torridon received a multi-strand Technology Adoption Plan that aligned closely with their goals. A key element of the plan was identifying a CRM system that could integrate with the hotel’s bespoke Hart Property Management System – allowing the team to streamline guest communications and create more personalised service journeys.

Digital Tourism Support helped us sharpen our focus. We now have a practical plan that works for our team and guests alike with smarter tools that help us deliver excellence more efficiently.

Allan Paterson, Commercial Manager, The Torridon
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Looking to the future

Another priority was exploring AI-driven service enhancements, from chatbots that answer FAQs, to sentiment analysis that could flag potential service issues early. The team discovered underutilised features in Microsoft 365, particularly Power Automate and Power BI, which could simplify repetitive tasks and offer actionable insights into operations.

Looking ahead, the team is keen to modernise the hotel’s bike hire process. Instead of managing reservations manually, the hotel has received support enabling them to source a reliable third-party provider who can offer online bookings, payments and availability to free up staff time and enhance the guest experience.

Nicola Anderson, Principal Consultant at Elevator, said: “Digital Tourism Support is a great opportunity for tourism businesses in the region to think innovatively about how they can digitise their operations and enhance the visitor experience.

The hotel really embraced the challenge — identifying areas where technology could streamline processes and drive smarter, more efficient ways of working. It’s been fantastic to support their journey towards a more connected, forward-thinking future.

Nicola Anderson, Principal consultant, Elevator

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