How Guestline seamlessly connects all operational aspects of the hotel
The Romantik Hotel Neuhaus is located in North Rhine-Westphalia, Germany. The hotel has been family-owned since 1913 and now has 30 bedrooms, meeting rooms and a spa area. F&B is a strong focus at the hotel with the Neuhaus restaurant and the Julius Bistro.
In September 2020, Romantik Hotel Neuhaus migrated to Guestline and now uses Guestline PMS, Channel Manager and the Conference & Banquet solutions. A year on, the owner Frederec Neuhaus, speaks to Guestline about switching PMS and how he's benefiting from the new systems.
The decision process
Why did you decide to change your PMS provider?
Our server-based system was outdated and we would have had to do a major update on it, which would have been very costly. So we took the opportunity to research the market and look for a more up-to-date solution.
Why did you choose Guestline?
We researched all the current providers on the market and compared them in great detail. Along with the cost, third party interfaces was also very important to us. Previously, our hotel and POS software systems was one integrated system. Therefore, it was important for us to have a smooth interface from our PMS to our new restaurant point-of-sale system, in this case Gastronovi. Also, it was essential that the new provider could integrate with additional interfaces that would be implemented in the near future, such as the Romantik Hotels CRM.
We didn't want a global provider that was too big, but one that could respond to special requests and adapt to our requirements. That's how we ended up with Guestline. Guestline's overall structure suits us very well - it is neither too small nor too large, and will enable us to scale up when required.
To implement Guestline Platform, our Implementation Specialist spent a few days on-site. Do you prefer this personal process or would you rather learn the systems online as a "Plug and Play" approach?
It was a very good mix for us. Having a trainer on site definitely made sense for us, because in a complex, large family businesses like ours, there are lots of individual processes that we needed to set up together. We would not have been able to learn this purely via online tutorials - if we had done, we most certainly would have fallen flat on our faces when we went live. The training days were all intensive and very detailed - if we would have had to teach all of that ourselves, it would have taken much longer and would have involved significantly higher staff costs.
How did our solutions help you improve operational processes?
To us, it was important to lay the foundation for further applications and new processes, such as a digital registration card, through a new PMS system. In other words, a central platform that enables us to digitise the guest journey more.
What challenges did you face when switching your systems?
Many processes were unfamiliar and different for us - especially with the Channel Manager. Also with the Advanced Conference & Banqueting tool, we had to see how we could use it to maximum effect and we kept it very individual after the joint consultations with Guestline. After some trial and error, we are now on a very good path here and have worked out which way it works best for us.
That is generally my approach when it comes to digital solutions: I don't use a particular system just to say that I use a particular system, but I want it to support me effectively to meet my needs. We have a lot of family celebrations, such as weddings, which are always put together on an individual basis. There are a lot of parties involved, from the planning team and the waiting staff to the reception and accounts teams for the final invoice, and it is important not to create additional work through software solutions, but to bring all parties together in a meaningful way.
What are your next steps in terms of digitalisation for your hotel?
One of the next steps will be to interface with the Romantik Hotels CRM. This will be a very interesting and complex task, but we're already looking forward to getting started.
Thank you very much for your time and your insights. We had a wonderful time at Romantik Hotel Neuhaus and we're always happy to see our cloud solutions in action. The next visit will definitely be planned for summer so we can make use of the lovely outdoor-pool!
"Guestline enables us to digitise the guest journey further"
"Guestline is neither too small or too large, and can respond to special requests and adapt to our requirements"
"Digital solutions should not create additional work, but bring all parties together in a meaningful way"
- Celine Weckerle, Director of Business Development, Guestline DACH