Customer Profile

The Grange Hotel

The Grange Hotel is a luxury, boutique hotel in York city centre. Built in 1829, the hotel opened in 1990 and is currently going through a refurbishment programme to extend the number of bedrooms to 41. The hotel has a restaurant and hosts a number of weddings and functions every year.

Their sister property, the Felix Hotel, is a four star boutique hotel and wedding venue in Cambridge.

Challenges:

The hotel previously had separate property management and distribution systems. There was no live feed, so all bookings and rates had to be uploaded manually. Not only did this take time and effort, but was open to human error and often resulted in overbookings and complications.

The hotel required one integrated system for both distribution and PMS with live feeds and automatic updates.

Solutions:

Benefits:

Increased ARR:

Average room rates have increased by 2% and by as much as £20 in January and February (2015) driving profit levels for the hotel. This has been achieved by closely managing rates and availability more effectively.

More bookings:

Occupancy previously remained static but since the new distribution systems and the introduction of rules (for example, a minimum 2 night stay), occupancy has increased to circa 85%.Direct online bookings are increasing every month by 10-15 bookings. The hotel is now experiencing higher conversion rates from browsers to bookers.

Channel management:

Bookings through online channels have increased, especially from Booking.com. They only open up certain channels on certain days and put thresholds on channels when occupancy is high. Cascading on Rezlynx is quick and easy – they can close all channels in one go rather than manually doing it.

Operational efficiencies:

It’s now easy to monitor what rooms to make available and to manipulate allocations to agents. Due to fluctuations with direct bookings, they can manage exposure on channels more effectively and shut down rooms if necessary.

Flexible working:

Managers can now log into the Channel Manager whilst away from the hotel (e.g. when at home or on holiday) to review bookings and to open or close availability making operations far more efficient and timely.

Shared resources:

As their sister property, the Felix Hotel also runs Rezlynx PMS, the owners can view performance at both hotels and monitor operations remotely. It’s also useful if one of the hotels has a staff shortage, staff can work in either property if need be and share ideas on best practice.

Helpful back-up:

The Guestline Support Team provide an essential and prompt service and always help out with any issues they have.

Since we’ve had the Guestline systems, we have been able to spend less time on manual inputting and admin and more time focussing on driving rates and occupancy.

It has certainly paid off – by closely monitoring operations (either on-site or remotely) and making simple adjustments to availability and channels, we have seen our room rates soar which has helped us drive efficiencies and profit.

Having the systems in our sister property is also useful, to help share resources and knowledge.

Jennifer Gowria
Rooms Division Manager

+85%
occupancy
  
shared resources
+2%
increase in ARR