Success story: Craftsman Hotel Bangkok
Many hotels face operational challenges, ranging from the lack of well-trained staff to siloed hotel departments and the integration of diverse departments to the optimisation of their online presence
Product
Access Guestline
Access Guestline, a prominent software solution provider for the hospitality industry, has become the go-to choice for independent hotels looking to overcome these challenges. In this Q&A interview with Athiphat Jaruchokathiwat, Rooms Division Manager, we explore his insights into the specific challenges faced by Craftsman Hotel Bangkok, how Guestline's solutions transformed their daily operations, and the impact on guest relationships and satisfaction.
Interview with Athiphat Jaruchokathiwat, Rooms Division Manager
What challenges was the Craftsman Hotel Bangkok facing that led you to think about new property management software?
The main challenge we were facing was the need to merge our hotel operations, particularly the restaurant and front office so that we could avoid manual entry of restaurant bills into guest’s folios.
We were looking for a solution that would allow our F&B team to register the restaurant’s spend directly in a Property Management System so the front office team could charge the total amount without manual intervention. Access Guestline helped us achieve this goal, and now both departments can work in sync, without worrying about it.
Our guests can now also enjoy the possibility of putting all their expenses on one bill and paying it just once at check-out.
Additionally, we lacked integration of our PMS with distribution channels, which resulted in a manual entry of bookings from all 3rd party portals into the PMS and the need to manually update rates and availability there. However, this approach was very labour-intensive, and as everything was done manually, it was highly susceptible to errors.
Can you describe how Access Guestline's Property Management System, Distribution and Direct Booking Manager products have impacted your daily operations?
As mentioned above, with Integrated Distribution from Access Guestline, we reduced the need to manually manage our rates, availability, and bookings, as all channels are seamlessly synced with the Access Guestline PMS.
We are very happy about the fact, that we are no longer dependent on third-party online platforms that charge commissions ranging from 10-20%. With the Direct Booking Manager from Access Guestline, we can start building a direct distribution strategy, set up promotional rates, or create packages for our guests.
These solutions have lowered our OTA’s commissions and improved operational efficiency, not only by changing the way we manage channel connections but also by how we process on-site payments, using fully integrated Chip&Pin terminals.
Can you provide an example of a problem that Access Guestline helped solve for you?
One specific problem Access Guestline helped us solve was booking errors, particularly when a guest had double reservations. In most cases, it was caused by human error while entering reservation data in PMS.
With Access Guestline's PMS fully integrated with distribution channels, we can avoid double-booked guests or unintended overbookings.
Has Access Guestline helped improve guest satisfaction or loyalty for your business? If so, how?
Yes, indeed. While our experience with DBM is relatively recent (only 6 months), we've already seen a 30% increase in guest satisfaction.
I believe it’s one of the side effects of the pandemic that guests prefer to engage directly with hotels instead of using third parties. By offering our guests the possibility to book their stay directly via our website, we increase their satisfaction level and build loyalty to our brand.
Access Guestline's solutions have improved communication and collaboration within our team, particularly in terms of reporting. There is no need to send multiple emails with reports, as all authorised users can access the dashboards directly within PMS. Also, special requests related to events can now be handled more effectively.
What features of Access Guestline's solution do you find most valuable?
One of the most valuable features of Access Guestline's solution is its front-office functionality.
It simplifies the check-in and check-out processes and makes it easy for new team members to learn quickly.
This is really important, especially if you take into consideration the rotation among front office staff and the need to constantly train newcomers on the system. The same refers to the Access Guestline reservation system, which is also user-friendly and efficient.
How would you describe the overall user experience of Access Guestline's solution?
The overall user experience of Access Guestline's solution has been excellent. It's a platform that's well-suited for independent hotel operations, easy to learn, and easy to use.
It connects the dots of operations, distribution, and guest experience, allowing us to have everything we need in one place. The support team is always there to assist with any queries.
How has it helped you better understand and serve your customers?
The insights provided by Access Guestline help us make informed decisions, improve forecasting, and optimise our business operations.
Access Guestline's solution has a guest profile feature that allows us to access detailed information about our guests, including specific preferences or allergies. This information enables us to provide personalized service, such as avoiding certain flowers for guests with allergies.
