Hear how Ingliston Country Club and Hotel has brought efficiencies to both back-office processes and the guest experience with Guestline solutions.
Guest check-in and check-out transformed, and payment processing security enhanced as the Scottish country resort expands its relationship with Guestline.
Ingliston Country Club and Hotel is a picturesque resort set in a 90-acre private estate 20 minutes from Glasgow City Centre. This award-winning equestrian, conference and wedding venue features a 30-bedroom boutique hotel, 13 Alpine lodges, and a 500+ person capacity indoor Grand Marquee. It was founded in 2007 by the Fraser family.
Hotel Challenges/ Requirements
- Greater payment security – the hotel was looking for a payment system that integrated with their PMS bringing greater security to the payment process.
- Streamline finance processes -It was important that any payment system was easy to use and brought efficiencies, therefore saving the team time.
- Enhance the guest experience – the hotel was looking to streamline the guest’s arrival and departure process, thereby providing a hassle-free check-in/out.
- More efficient utilisation of resources – by automating the check-in/out process, the hotel was looking to reallocate front office resources to focus on greater guest engagement
Stuart Monk, Finance Director
‘We were so impressed with the support offered by Guestline. The installation of both solutions was easy and stress-free. GuestPay and GuestStay have both simplified processes and driven efficiencies within the operation. We are very pleased with the solutions’
GuestPay is Guestline’s omni-channel payments provider designed to provide one end-to-end operation and payment system.
Enhanced Guest Experience
With guests sent a secure and branded payment link to complete payment from their device, they avoid long queues at reception to settle up on departure!
Full integration with the Guestline PMS has streamlined many back-office processes. There is a reduction in ‘rogue’ transactions appearing, meaning less time is spent investigating unrecognised payments. Automatic updating of folios minimises human error and makes for easier reconciliations. Also, with all transactions accessible via one portal, the front office team can balance transactions all in one go.
Greater confidence in security of payment processing
GuestPay offers a multi-layer approach to fraud detection. Being both PCI DSS Compliant and PSD2 3D secure, and being fully integrated with the Guestline PMS Rezlynx, means the hotel can operate with greater confidence in the security of their payments processing.
Ease of implementation
One point of contact within Guestline to ensure a smooth transition and assist with any queries made for a seamless and hassle-free switchover.
GuestStay was designed to avoid guests having to join lengthy queues at reception on arrival and departure by offering contactless check-in/out. Ingliston Country Club and Hotel implemented the solution to bring efficiencies to both the guest stay and the team's workload.
Improved Guest Experience
With registration completed pre-arrival, guests avoid queues at reception on arrival. They can make their way to their room quicker, enhancing their first impressions of their stay. In addition, the option for guests to view and pay their balance online pre-departure streamlines the check-out process.
Smoother front office operations
With guests having pre-registered, check-in time is greatly reduced. With no more lengthy queues in the lobby, the front office team have more time to focus on servicing the guest.
More timely resolution of queries
With invoices sent to guests ahead of check-out, queries can be addressed more quickly, saving time for both the front office team and guest on check-out.
"‘The installation of both solutions was easy and stress-free.’
"We were so impressed with the support offered by Guestline"
"We are delighted with improvements in both the guest experience and the team's efficiency"
- Guestline Marketing Team
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