20 November, 2018

London hotel group focus on the guest experience with time-saving and rate optimising technology

The Mornington Hotel Group, a selection of five boutique hotels in London, has selected Guestline’s property management and distribution technology to help them improve the guest experience with more automated procedures and a sophisticated rate strategy.

Guest experience was high on the agenda for the modern and stylishly decorated hotel group and by automating and improving processes – from pre-stay e-mails to checking-in guests on a tablet - the hotel staff will have more time to dedicate to enhancing the guest stay and delivering exceptional customer service.

The group will benefit from the centralised view of all their properties from one single log-in so they can undertake group reporting and performance analysis in addition to reviewing the individual hotel systems.

Byron Wilson, Group General Manager added, ‘By automating routine tasks and achieving operational efficiencies, our new systems from Guestline will help us improve the customer journey – from booking online, to pre-stay emails, assisted check-in and post stay correspondence - all of which will help drive direct bookings and boost our revenue.

The automated processes will free up our staff’s time to focus on delivering a unique experience and spear-heading a new rate strategy to improve our daily rates and our direct channel.

For two of our hotels, we needed to connect to the Best Western CRS so Guestline’s two-way interface will enable us to continue our connection.’

With the systems being cloud based, the group will be able to log on the systems off-site and on mobile devices (especially useful for check-ins and for housekeeping to update the room statuses on their smart phones) with the added benefit of reduced IT infrastructure costs.

The group - that consist of the four star Best Western Mornington Hotel Hyde Park, Lord Jim Hotel London Kensington, the Mornington London Victoria Hotel, Victor Hotel London Victoria and the Best Western The Boltons Hotel London Kensington- are also looking to implement a new digital strategy and online direct booking tool to drive direct bookings and reduce OTA commissions.

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