Customer Profile

St Moritz Hotel & Villas

St Moritz is a luxurious, family friendly resort situated on the Trebetherick headland in Cornwall. Comprising 48 bedrooms, 13 apartments and 34 villas, the stylish and contemporary four star resort also boasts a Cowshed spa, indoor and outdoor pool, gym, two restaurants and a bar.

Challenges:

St Moritz required an all-in-one fully integrated solution from a single supplier that would manage and drive bookings for their accommodation, spa and restaurant.

Their old online booking facility was non-responsive and had limited functionality e.g. they couldn’t build offers or packages and were unable to edit the site themselves. As a result, online reservations were low and they were unable to maximise revenue opportunities.

St Moritz wanted to engage with visitors and drive direct bookings through a quick and simple online booking facility on a professionally designed, mobile-enabled website.

They wanted to promote the hotel, its facilities and unique location in a visually appealing way online with a new website that would enable guests to pre-book services and table reservations ahead of their stay.

Solutions:

Benefits:

Increased online bookings:

Direct online bookings have increased by over 400% year-on-year since the Online Booking Manager was installed.

St Moritz received more online bookings in the first 4 months of installation than they had generated in the whole of the previous year. As such, the reception team are dealing with fewer calls and can spend more time focussing on guest services.

Reduced commissions:

As direct bookings have soared the resort has reduced their reliance on third party bookings which in turn has lowered their OTA commissions.

Direct bookings now account for approximately 81% of total online reservations compared to 20% on the old system delivering a significant cost saving.

Website:

The new website captures the essence of the hotel and their very unique offering. The online booking facility is fully integrated with Rezlynx PMS enabling live rates and availability to be reflected in real-time online.

The hotel’s range of services and stunning vistas are reflected on the website through great imagery and content which has helped increase conversions and drive additional revenue. Giving usability across mobile devices has increased mobile bookings.

Improved revenue:

By setting up themed offers and packages that include upsells such as flowers, champagne, dinner, and spa treatments, the hotel is maximising revenue opportunities per booking. The hotel can simply create and upload various packages for spa breaks, hen weekends, golf and water sport packages.

Flexible working:

With the systems being cloud hosted, it allows staff to access the systems from home and on mobile devices. Staff can log-on from any PC and are no longer restricted to access from specific machines.

Marketing:

The marketing team can use the system to segment the database and extract guest email addresses for direct marketing purposes to drive repeat and direct bookings. The integrated email templates are used to email guests ahead of their stay to promote additional services and facilities on offer at the hotel.

EPoS:

Guestline EPoS allows the hotel to quickly and easily process sales across the hotel’s various bars and restaurants. The solution is mobile enabled so staff can serve customers on the terraces and outdoor areas.

Effective reporting and accounts:

The team can easily extrapolate figures from the system to analyse revenue streams and assess trends. The reports allow the accounts team to assess where revenue is being generated and enables them to forecast more accurately.

Through Lansync, the hotel can pull off a wealth of analytical data and guest insight from Rezlynx which helps their marketing and CRM activities.

Rate management:

Rates are set at the start of every year to reflect seasonal fluctuations. Rates are reduced in winter to increase off-peak bookings and rules are set for minimum nights’ stay during peak season.

Secure payments:

As the solutions are PCI compliant, St Moritz can be assured of instant payments and a reduced risk of credit card fraud.

Housekeeping:

The housekeeping team update the system remotely on their tablets so the Front Desk are aware of their progress and the availability of rooms for earlier check-ins.

We are delighted with the new website and the uplift in online sales. Where we were getting one or two bookings per week on the old website, we are now getting between 3 and 4 bookings per day. The website reflects the hotel’s brand identity and it is easy to navigate with its visually appealing layout. The editable content management system allows us to make any ongoing changes and add content to the site quickly and simply.

Simon Bassett
IT Manager St Moritz Hotel & Villas

  
Improved revenue
+400%
increase in online bookings
  
Reduced commissions