Case Study – Highland Coast Hotels
Enhancing Operations at Highland Coast Hotels with Guestline's CRS and DBM
Highland Coast Hotels is a group of six unique properties spread along the breathtaking North Coast 500 route. These hotels offer travellers an opportunity to experience stunning Scottish landscapes while staying in comfortable accommodations.
Amidst hotels spread out in these wonderful landscapes, came the challenge of managing bookings across these multiple properties. This challenge eventually transformed into an opportunity for excellence as Highland Coast Hotels embraced Guestline's Central Reservation System (CRS) and Distribution Booking Manager (DBM).
Why Guestline?
Before implementing Guestline's solutions, Highland Coast Hotels faced several difficulties. Managing bookings for each of their hotels individually led to a laborious and time-consuming process.
Shanna Cheesman, a representative from Highland Coast Hotels, explained, "Coordinating reservations across the six properties required manual effort, and this meant it was highly challenging to ensure accuracy and efficiency."
The staff found themselves entangled in manually checking bookings- which was prone to errors - and having to send an array of emails as ongoing communication with guests. It was evident that a change was in need.
A Seamless Solution
Highland Coast Hotels started by making a strategic move by opting for Guestline's CRS. This decision marked the beginning of an unforeseen, more streamlined reservation process. With this they were now able to create a single booking when guests planned to stay at more than one of their properties.
Shanna expressed the benefits, "The CRS not only saved time but also eliminated the need for manual notetaking and all those time-consuming, though needed, email exchanges. Additionally, Guestline's DBM enhanced our online booking experience, resulting in improved user-friendliness and higher conversion rates".
Remarkable Outcomes
The implementation of The Guestline Platform, including CRS and DBM brought exciting results to Highland Coast Hotels. To name a few:
1. Significant time savings: Shanna reported, "Using the CRS reduced the time spent on managing bookings by approximately 50%." In simpler terms, Highland Coast Hotels’ guests can now complete their bookings, on average, in a little over a minute and on-the-go.
2. Improved accuracy: With the CRS, the risk of errors due to manual processes was significantly reduced. Shanna added, "Staff can now confidently and automatically provide guests with accurate booking information in real-time."
3. Enhanced user experience: The updated booking engine further led to better conversion rates - not to mention a reduced number of calls from guests seeking assistance with the booking process. "Our guests found it easier to book online, resulting in fewer inquiries about the process. This freed our staff to focus on other tasks."
4. Unexpected benefits: Highland Coast Hotels were pleasantly surprised by the speed and efficiency of Guestline's solutions. Shanna pointed out, "The ability to see booking information in one place and access summary details proved to be a game-changer. The simplicity and ease of use were additional unanticipated, positive outcomes."
Recommendations
Shanna wholeheartedly endorses Guestline, particularly for two types of properties:
1. Large properties: Those who do not use planners for bookings will find the CRS advantageous, as it offers faster booking capabilities once users become familiar with it.
2. Multi-property hotels: Any hotel with more than two properties will benefit greatly from Guestline's solutions. It streamlines operations, saves time, and improves overall efficiency.
Making the Switch
Highland Coast Hotels had previously experimented with other providers, but the need to navigate multiple platforms proved ineffective and time-consuming. Their return to Guestline after a year brought about a more streamlined and automated process.
As Shanna puts it, "the transition worked out for the best and gave us the opportunity to rebuild our systems according to our exact needs, resulting in greater efficiency and satisfaction."
A Resounding Outcome
In her closing remarks, Shanna asserted, "Guestline has proven to be invaluable in providing tools for Highland Coast Hotels. They have significantly improved the reservation process, saved time, and enhanced the user experience."
The onboarding experience with Guestline's support team was exceptionally positive, underscoring their commitment to customer satisfaction and problem-solving, making Guestline a trusted partner in Highland Coast Hotels' journey towards excellence.
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"Using the CRS reduced the time spent on managing bookings by approximately 50%."
"Highland Coast Hotels have significantly improved the reservation process, saved time, and enhanced the user experience."
"The ability to see booking information in one place and access summary details proved to be a game-changer."