Case Study: Craftsman Hotel Bangkok

Guestline, a prominent software solution provider for the hospitality industry, has become the go-to choice for independent hotels looking to overcome these challenges. In this Q&A interview with Athiphat Jaruchokathiwat, Rooms Division Manager, we explore his insights into the specific challenges faced by Craftsman Hotel Bangkok, how Guestline's solutions transformed their daily operations, and the impact on guest relationships and satisfaction.

The main challenge we were facing was the need to merge our hotel operations, particularly the restaurant and front office so that we could avoid manual entry of restaurant bills into guest’s folios.

We were looking for a solution that would allow our F&B team to register the restaurant’s spend directly in PMS so the front office team could charge the total amount without manual intervention. Guestline helped us achieve this goal, and now both departments can work in sync, without worrying about it.

Our guests can now also enjoy the possibility of putting all their expenses on one bill and paying it just once at check-out.

Additionally, we lacked integration of our PMS with distribution channels, which resulted in a manual entry of bookings from all 3rd party portals into PMS and the need to manually update rates and availability there. However, this approach was very labour-intensive, and as everything was done manually, it was highly susceptible to errors.

As mentioned above, with Integrated Distribution from Guestline, we reduced the need to manually manage our rates, availability, and bookings, as all channels are seamlessly synced with Guestline PMS.

We are very happy about the fact, that we are no longer dependent on third-party online platforms that charge commissions ranging from 10-20%. With the Direct Booking Manager from Guestline, we can start building a direct distribution strategy, set up promotional rates, or create packages for our guests.

These solutions have lowered our OTA’s commissions and improved operational efficiency, not only by changing the way we manage channel connections but also by how we process on-site payments, using fully integrated Chip&Pin terminals.

One specific problem Guestline helped us solve was booking errors, particularly when a guest had double reservations. In most cases, it was caused by human error while entering reservation data in PMS.

With Guestline's PMS fully integrated with distribution channels, we can avoid double-booked guests or unintended overbookings.

Yes, indeed. While our experience with DBM is relatively recent (only 6 months), we've already seen a 30% increase in guest satisfaction.

I believe it’s one of the side effects of the pandemic that guests prefer to engage directly with hotels instead of using third parties. By offering our guests the possibility to book their stay directly via our website, we increase their satisfaction level and build loyalty to our brand.

Guestline's solutions have improved communication and collaboration within our team, particularly in terms of reporting. There is no need to send multiple emails with reports, as all authorised users can access the dashboards directly within PMS. Also, special requests related to events can now be handled more effectively.

One of the most valuable features of Guestline's solution is its front-office functionality.

It simplifies the check-in and check-out processes and makes it easy for new team members to learn quickly.

This is really important, especially if you take into consideration the rotation among front office staff and the need to constantly train newcomers on the system. The same refers to the Guestline reservation system, which is also user-friendly and efficient.

The overall user experience of Guestline's solution has been excellent. It's a platform that's well-suited for independent hotel operations, easy to learn, and easy to use.

It connects the dots of operations, distribution, and guest experience, allowing us to have everything we need in one place. The support team is always there to assist with any queries.

The insights provided by Guestline help us make informed decisions, improve forecasting, and optimise our business operations.

Guestline's solution has a guest profile feature that allows us to access detailed information about our guests, including specific preferences or allergies. This information enables us to provide personalized service, such as avoiding certain flowers for guests with allergies.

We have used other platforms in the past, but Guestline's solution stands out. It's easier to update, and unlike other platforms, it doesn't require frequent client updates. It simplifies our operations, making it a top choice for us.

Absolutely, we would highly recommend Guestline's solution to other hotels and businesses in the hospitality industry. It has significantly improved our operations and enhanced our guest satisfaction.

It's a valuable tool for anyone looking to enhance their efficiency and guest experience.