Case Study: St Brelade’s Bay Hotel

Guestline’s solutions have automated labour-intensive processes for both the Front Office and the Finance teams.

First founded in the 19th century, St Brelade's Bay Hotel is a four-star hotel in Jersey, overlooking one of the most beautiful beaches in the Channel Islands. This beachfront property features 77 bedrooms, a state-of-the-art DW Health Club, and stands in 5 acres of stunning gardens.

• During the pandemic, the hotel was looking for ways for guests to enjoy as contact-free stay as possible to protect their safety. They were keen to allow guests to pay from their phones, thus avoiding the hassle of queueing at reception.
• They were keen to modernise and streamline the check-out process for the guest.
• In addition, the hotel was looking to improve finance processes, reducing chargebacks and generating cost savings.

'The pandemic prompted us to review our guest experience to see where we could add additional safety measures for guests. GuestStay seemed the obvious choice to make check-in as contact-free as possible. Combined with GuestPay, the whole check-in and check-out experience has been transformed – check-out can now be completed in seconds. It's a better experience for our guests, and there is less pressure on our front office team. Also, the notable reduction in chargebacks has been very well received by our finance team!'

• GuestPay

GuestPay is Guestline’s award-winning omni-channel payments provider designed to provide one end-to-end operation and payment system. 

With registration completed pre-arrival, check-in queues are avoided. This helped keep guests safe during the pandemic and means guests enjoy a speedier check-in on arrival at the hotel.

In addition, guests can check their bills pre-departure and, through the GuestPay integration, settle their bill from their phones. Check-out times that previously averaged 5 minutes can now be completed within seconds with smoother, more secure card processing.

Guests make their deposit via a fully PSD2 3D secure and PCI compliant link, accessed from any web browser. As a result, security issues related to payments made over the phone are mitigated.

Guestline’s pre-negotiated rates with credit card providers for independent hoteliers have reduced costs and provided transparency on fees. In addition, the hotel has only one point of contact for the payment process, as Guestline acts both for payment processing and as the hotel’s card acquirer.

Integration of GuestPay with the PMS mitigates 'rogue' transactions appearing. This means less time and resource is required investigating chargebacks and unrecognised payments. Folios are automatically updated, with less human error and easier reconciliations.

Find out more about GuestPay

• GuestStay

GuestStay was designed to allow guests to avoid lengthy reception queues at check-in/out by completing their registration pre-arrival. 

The solution, offering contactless check-in and check-out, was initially introduced over the pandemic to reduce physical contact for the safety and welfare of guests. But over and above that, the whole check-in process for the guest is greatly enhanced. With registration completed pre arrival, guests can avoid lengthy waits at reception. They can make their way to their room quicker, enhancing their first impressions of their stay.

With registration completed pre-arrival, check-in time is greatly reduced. No more lengthy queues in the lobby and the front office team have more time to focus on servicing the guest.

With a straightforward setup process, the benefits to both guests and the hotel could quickly be seen!

Find out more about GuestStay