Success story: Welcome Break Hotels
Welcome Break Hotels expand their relationship with Access Guestline to enhance the guest experience, increase efficiencies, and drive incremental revenue
Product
Access GuestStay
GuestStay, Access Guestline's contact free check-in/out solution has transformed the guest arrival and departure procedure for Welcome Break Hotels
Within one month, automation of what was a highly manual process has meant 95% of guests now check in online. This has not only improved service levels for guests, but without the lengthy queues at front desk, staff are free to focus on more productive tasks.
Welcome Break Hotels operate 31 conveniently located hotels throughout the UK under the Ramada and Days Inn brands. Designed with motorists in mind, they are positioned in key locations near some of the UK's main roads and motorways. The family and pet friendly hotels all include parking and Wi-Fi with each stay. Eight also offer meeting facilities, and a corporate account programme is available for frequent stays.
A customer of Access Guestline since 2010, they recently decided to expand their relationship as they looked to improve the guest check-in/ out experience with GuestStay.
Hotel Challenges / Requirements
There was groupwide recognition that guest check-in/out was time-consuming, manual and complex for both the hotel and guest. The overall objective was to streamline the process, drive efficiencies, and reduce costs.
Immediate requirements included:
- Customer experience improvements - check-in/out cumbersome and highly manual creating delays for customers on arrival. It was far from ideal.
- Improve staff efficiencies- the group required a system that streamlined many of the highly labour-intensive processes such as handwritten check-in slips and manual data entry which were inefficient and open to error
- Seamless integration - it was important that any new system integrated as seamlessly as possible to minimise disruption
- Eco Friendly - there was a desire to be more eco-friendly and reduce unnecessary print outs
‘We are delighted with how Access GuestStay has transformed the check-in and check-out process for our guests and our hotels. The stressful days of long queues at reception are gone meaning guests are happier and staff are free to work on delivering better service. Commercially and operationally, it has made so much sense for the business!’
Benefits
Improved guest experience
No more lengthy check-ins! Check-in has been reduced from on average 4 minutes per check-in to 45 seconds. This means that from the moment the guest sets foot inside the hotel, a slick and efficient check-in process sets the scene for a great stay.
Increased staff efficiencies
With check-in time greatly reduced and automation of manual back-end processes, the hotel group benefit from more time to focus on more productive activities, servicing guests, or assisting in other areas of the hotel.
Groupwide data at a glance
Easy access via one central dashboard to group wide customer data has not only has streamlined internal processes but this enhanced visibility means errors can be identified and rectified early.
More rooms sold
The automation and monitoring of guest’s arrival and departure times streamlines the housekeeping operation. Possible late cancellations are flagged before they become no shows allowing rooms to be resold.
Greater potential for upsell
By making check-in speedy and hassle free, there is more time engage with the guest on arrival and potentially upsell.
Sustainability improvements
The digitisation of guest check-in/out has greatly reduced the need for handwritten check-in slips and paper backups. As a result, it is estimated annual paper savings across the group amount to 1,136 reams of paper...that's the equivalent of 57 trees which don't have to be cut down!
Ease of installation
The system was installed and ready to use within 2 days with minimal disruption. This, supported by user friendly and accessible training, has resulted in rapid adoption of the system - a staggering 95% of check-ins within the first month being online.
With check-in reduced from 4 minutes to 45 seconds, we could save 112 hours of manpower a day across the group!
