Customer Profile

Lake District Hotel Group

Lake District Hotels are a distinctive collection of seven award winning hotels and self-catering cottages in the Lake District. They are owned and run by the Graves family and situated in the most beautiful parts of the Lake District.  

Inn on the Lake - Ullswater
Lodore Falls Hotel - Derwentwater
Inn on the Square - Keswick
The Borrowdale Hotel - Borrowdale Valley
Skiddaw Hotel - Keswick
The George Hotel - Penrith
Kings Arms Hotel - Keswick

The group operate 280 rooms in total and have had Guestline's systems for 9 years.

Challenges:

Lake District Hotels required a group wide operating and booking system that would help them implement efficiencies and manage group wide performance indicators.

They required easy access and a group overview from any site, from one system. The group were keen to manage rates more effectively to drive bookings and revenue.

The group wanted to drive profitability through more direct, online bookings made on their own website and reduce their OTA commissions. 

Solutions:

Benefits:

Increased online bookings:

Online bookings [via their own website] have increased by 22% year on year, thanks to the simple, three step online booking platform. 

Direct bookings (Predominantly received online) run at 60% compared to OTA bookings. Guestline’s Price Assure tool on the Online Booking Manager (where bookers are assured of the best rate direct) has helped secure direct bookings and reduce cart abandonment. They also boost direct bookings by offering exclusive packages and added value offers (free upgrades, dinner promotions for example) online.

Increased rates:

Since installing the systems, ARR has increased by approximately £10. The hotels can flex and manage rates easily to ensure they maximise revenue during peak season and drive occupancy during quieter periods. They set up promotional packages and close out channels when necessary. 

Remote access: 

As the systems are cloud hosted they are accessible from any site, from any device which allows the staff easy access and more flexibility.

Higher occupancy:

By managing their rates effectively and carrying out creative marketing campaigns using the email templates in the system, the group’s occupancy has increased by 9% over the last 3 years. 

Effective conference & banqueting:

With the Inn on the Lake Hotel alone hosting over 170 weddings per year, the group take advantage of the conference and banqueting functionality within the system to book and manage all their events. With the multiple templates embedded in the system, the hotels make full use of the function sheets and invoice layouts for ease of use and efficient organisation.

Multi property functionality:

The group benefit from having complete control across their portfolio of properties from one system. Managers can easily review and manage operations across all properties from one screen and access a simple, group-wide overview of occupancy, bookings, revenue and sales. The systems are fully accessible from any site, there is no need to log into/out of separate systems. 

Central reservation efficiencies:

The front of house teams can process bookings for any hotel from a single system and cross sell to another property if the booker’s first choice is unavailable.

Effective reporting:

The reports are simple to extract, read and manipulate and are proving essential when the group is reviewing actual and forecast sales. 

Intuitive systems:

The systems are multi-functional, yet easy to use. The dashboards are sophisticated and always kept up to date with the latest innovations and time-saving applications with the regular new product releases and updates.

Simple invoicing:

Invoices are simple to generate and the ledger is easy to view and maintain. The screen displays 30/60/90 day overviews which is helpful for the Accounts and Finance teams.

The hotel reservation software from Guestline has enabled us to implement group wide efficiencies by streamlining and centralising procedures to drive bookings and review sales effectively. As many of the processes are automated, we have reduced our admin and been able to concentrate on delivering exceptional customer service. The online booking module has really helped assist in boosting direct bookings and we’re delighted with the group wide increase of 22% year on year.

Daniella Hope
Marketing Director

+9%
increase in occupancy
+£10
increase in ARR
+22%
increase in direct bookings