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Award presented by the Portuguese Call Centre Association


Pestana Hotel Group has been presented with a Silver award in the “Other Sectors” category by this year’s APCC BEST AWARDS. The main aim of the awards is to highlight organisations that stand out for the implementation and adoption of Good Organisational Practices in Portuguese Contact Centres, in terms of strategic, operational, technological and human capital management, and contribute to the recognition and appreciation of the sector in general.

According to Luís Monteiro, Pestana Hotel Group administrator for the Digital sector, “We are very proud of this award. In 2013, we were the first hotel group, and we believe we are still the only one, to opt for the professionalisation of this service, as part of a strategy to increase proximity to our customers, while being committed to digital transformation.”

Throughout the years, Pestana Hotel Gorup has constantly and continuously monitored trends in the tourism sector, in particular with regard to the digitisation of the hotel sector. This investment makes it possible to respond to the demands of the tourism sector by committing to the digital economy, where the focus on personalised and close contact with customers is always a priority, as can be seen in the Pestana Contact Centre, which has now been recognised by its sector.

As part of its innovation drive, the Group has also announced that a pilot of chat and chat bots at will be implemented soon, with support from the Pestana Contact Centre, as a way to keep up with technological innovations in order to provide excellent customer service.

About the Pestana Hotel Group:

With over four decades of success, the Group owns and manages around 90 properties in Portugal and abroad, as well as six golf courses, two casinos, three tourism property complexes and 13 Vacation Club projects, with the objective of offering complete and attractive products. In industry and services, Dionísio Pestana’s group participates in the Madeira Development Society, management of the Madeira International Business Centre and in the Madeira Beer Company. Overall, there are eight business areas it operates in: hotels, golf, casinos, tourism real estate, tourist distribution, Vacation Club, industry and services.

In the hotel business, which is its main business, the Group operates with four brands: Pestana Hotels & Resorts, Pestana Collection Hotels, Pestana Pousadas de Portugal and Pestana CR7 Lifestyle Hotels. With a presence in 15 countries, it has around 11,000 rooms available in Europe, Africa and America and around 7,000 employees.

As a socially responsible company, it launched the Pestana Sustainability Program: Planet Guest – “We are merely guests of the Planet” – which incorporates all the initiatives that promote PHG’s sustainability. Planet Guest conveys the position of the Group and its employees with regard to the sustainability of the Planet we live in and the focus of PHG on the paramount concern for future generations. Its objective is to create value for the company in the long term, developing its activity with respect for the environment, local communities, employees, customers and all relevant stakeholders in the implementation of its activity.

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