Customer Profile

The Lewis Partnership

The Lewis Partnership is a leading hospitality company based in Staffordshire that own and operate 4 properties:

The Moat House Hotel - a 4 star hotel in Acton Trussell with 41 bedrooms and extensive conference and banqueting facilities, hosting 150 weddings per year.

The Swan Hotel – luxury bed and breakfast accommodation with 31 bedrooms, an a la carte restaurant and two bars in Stafford.

The Dog and Doublet Inn - located in Sandon, this charming yet stylish gastro inn has 11 bedrooms and a traditional restaurant. A well-known town centre landmark for several hundred years, now offering a grill style eatery and bar.

Challenges:

The group required a new system for their properties that would fulfil the following requirements:

  • A cloud hosted system – their servers were getting old and needed to be replaced so they decided to go for a web-based system
  • A more streamlined, simplified system that was easy to use and manage
  • An integrated system that would automatically connect the PMS with the Channel Manager and online booking engine
  • A system that represented excellent value for money
  • A system that could be developed to suit their needs as and when they had any niche requirements (e.g. accounting reports)

Solutions:

Benefits:

Operational efficiencies:

With Rezlynx, the amount of manual data inputting is significantly reduced thus saving the staff time and eliminating errors. The systems enable them to manage weddings and conferences more effectively by facilitating group reservations, split deposits and promo codes for large groups. The function sheets and calendars in the Advanced C&B module saves them time and structures events in a more standard and organised format.

Integrated systems:

The systems eliminate the need to update availability on all channels manually - one person can now manage the rates and availability for all 3 properties. Bookings are seamlessly integrated back into the system in real time meaning the hotel doesn’t have to close out availability. Overbookings are now a thing of the past.

The EPoS systems are all integrated so that guests can have their F&B costs [incurred at one property] charged back to their room at a different property.

Improved reporting:

The revenue manager can now analyse room availability and rates at a glance with the use of pie charts which is useful for planning and reporting.

Improved direct bookings:

The Moat House has seen a 22% increase in bookings YOY through their website with the Online Booking Manager. The OBM provides the hotels with a simpler, quicker and more efficient way for guests to book online, which has improved direct bookings.

Increased bookings through OTAs:

Inventory is now placed across more channels which has increased their exposure and occupancy levels. Bookings are automatically streamlined into their PMS so all availability is live and correct in real-time.

At the Moat House, OTA bookings have increased by 50% compared to the first year they had Rezlynx. The Dog and Doublet’s OTA bookings have increased by 40% over the last 2 years and bookings have increased by 46% at The Swan.

Increased ARR:

The process in which the hotels can change and manage rates across all properties is now more flexible and quicker, enabling the hotels to respond to demand when local events are announced.

The Moat House has seen an increase in ARR of 11% over the last 3 years. ARR at the Swan has also increased by an average of 13% over the last 3 years.

Improved customer communication:

Email templates have been set up so the staff can send email confirmations and post-stay emails using the template automation function. These are used to inform the guests of any pre-arrival information and to offer guests a discount off their next booking to encourage repeat business.

Training:

The front of house team has had additional training so they’re up to speed on all the latest upgrades and have a better understanding of the functionality.

The one-2-one demonstrations have proved beneficial for the staff to enable them to maximise the potential out of the system.

We have realised significant operational improvements since we installed the Guestline systems. Our Reservations Manager was spending around an hour a day updating availability and prices, this now takes around 10 minutes a day so quite a lot of time and frustration saved.

Overall the systems are easier to use and manage. The staff at Guestline are helpful and receptive to any additional development requests to help us further improve the system to our own requirements.

Vanessa Rose 
Group Sales and Revenue Manager

+12%
increase in ARR
+50%
increase in OTA bookings
+22%
direct bookings increase