- 8th May 2019
To aid their ambitious growth plans and help centralise processes, IHMG (International Hotel Management Group B.V.) which runs the Sandton Hotel and Pillows Hotel brands, has installed Guestline’s cloud PMS and distribution software in 6 of its unique and luxurious hotels across the Netherlands, Belgium and France.
IHMG needed a fully integrated system with seamless third-party integrations; one that is easily scalable to incorporate new properties (with the group’s plans to open 4 new hotels throughout 2019) and one that would help the group focus on enhancing the guest experience.
Previously with limited automation and integration, manual processes through the old system were time consuming, and integration with third parties was causing headaches with each hotel manually adjusting rates and room types across the old PMS, CRS and Channel Manager. Plus, downtime and maintenance issues with the old server-based system was causing issues, costly updates were having an impact and the group were frustrated with how operations were affecting their customer’s overall experience.
Inge Van Laar, Business Process & Information Technology Manager at IHMG talks about how Guestline has revolutionised operations at the group’s properties: “The automated processes by Guestline are saving our team on average 2 hours per day, allowing us to spend more time enhancing the guest’s experience. The system also minimises the guest’s effort to book a room – thus creating a seamless and enjoyable customer journey - and with third party integration with solutions such as GuestRevu we can now send automated email confirmations, which have been designed to reflect our brand identity and are easily modified to specific guests (Corporate, leisure etc), with practical information on the check-in process plus post-stay correspondence to encourage feedback and online reviews.
At check-in, we now use Guestline PMS on our mobile devices or on Microsoft Surface Pros at Pillows Hotels, allowing for a more efficient check in and check out process – one that is so intuitive, user-friendly and simple, our reception team say that ‘check-in is now a party!”.
With numerous cross-country properties, centralisation was imperative and IHMG needed a platform that allowed all their hotel systems to ‘communicate with each other’, and centrally manage reservations and processes in the properties across 3 countries. With one profile now used by multiple properties (previously each hotel had their own database), the team can now access centralised figures and scheduled reports are automatically sent direct to regional managers. Plus, Guestline’s cloud platform allows the team to access the system on their mobile devices, ideal for the management teams to access when off-site and for housekeeping to update on the status of rooms. In addition, the sophisticated two-way integration now automates real-time availability and reservations across all 6 properties – maximising room sales and revenue for the group.
To read the full case study on IHMG, please visit click here.