Norfolk’s The Harper Boosts Guest Spend & Occupancy with Guestline’s Integrated Platform
The Harper, a cherished family-run hospitality business in Norfolk, has been enchanting guests with its laid-back charm and exceptional wedding venues for 25 years.
In 2018, the Harper family expanded their empire to include a boutique hotel, followed by two charming public houses in the summer of 2021.
Situated in the quaint North Norfolk countryside, The Harper offers a peaceful escape from the everyday stress, inviting guests to indulge in fine dining, relax with a drink at the bar or pamper themselves in the exclusive spa. But as the business grew to encompass three wedding venues, a boutique hotel, and two public houses, so did the challenges of managing a diverse portfolio of venues.
Recognising the need to modernise and streamline operations, The Harper turned to Guestline, a comprehensive hospitality management platform that proved to be the catalyst for a remarkable transformation.
The Challenge — Blending Modernity with a Boutique Touch
The Harper's commitment to providing a unique and personalised guest experience meant that any technological upgrades had to perfectly integrate with their existing charm. Streamlining online bookings and registration was essential to cater to the modern guest, who expected a hassle-free experience from the moment they discovered The Harper online.
Mobile ordering presented an opportunity to enhance the guest experience by providing a convenient way to order food and drinks without leaving the comfort of their lounge chair or spa treatment. With guests enjoying multiple venues across the property, the ability to consolidate bills across the hotel, wedding venues, and pubs was critical for a smooth and enjoyable stay.
Beyond these guest-facing enhancements, The Harper also sought to empower their staff with the tools and insights needed to provide exceptional service. This meant providing a user-friendly system for managing reservations and guest information, fostering seamless communication between departments, and accessing real-time data to make informed decisions about staffing, inventory, and pricing.
The team also wanted to ensure that this new tech didn't add unnecessary work to their plate; they wanted a solution that was easy to adopt and would fit without difficulty into their existing processes.
The Solution — A Guest-Centric Digital Transformation
Guestline’s integrated platform proved to be the perfect solution for The Harper's unique needs.
With its online booking and registration tools, guests could effortlessly secure their rooms and provide their information in advance, resulting in a faster and more personalised check-in experience. Mobile ordering became a hit, allowing guests to browse menus and place orders from anywhere in the property, adding a touch of modern convenience to their stay.
The platform's bill transfer functionality simplified the payment process, enabling guests to enjoy a variety of experiences across The Harper's different venues without the inconvenience of managing multiple bills. "The guests really love being able to pop down to one of our pubs and charge that to their room without any fuss," said David Gough, COO of The Harper.
In addition to these guest-facing improvements, Guestline's ResDiary tool proved invaluable for The Harper's staff, enabling them to efficiently manage reservations across all their venues. The flexibility of ResDiary allowed the team to adapt to fluctuating demand, opening or closing specific services based on peak times and seasons, thus maximising their operations.
Perhaps most importantly, Guestline empowered The Harper's staff with real-time data and insights. As Gough put it, "The most important part of deciding that Guestline was right for us was the data and the access to the data was really valuable for us." By analysing guest spending patterns, identifying popular dishes, and monitoring occupancy rates, The Harper's team could make informed decisions that optimised operations, enhanced the guest experience, and ultimately, drove revenue.
Guestline's EPOS system further streamlined operations by simplifying payment processing, inventory management, and staff communication. Staff members equipped with tablets can access guest information, take orders, and process payments from anywhere in the property, resulting in a more efficient and personalised service. The flexibility of this system was
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The Results —A Hospitality Success Story
The impact of Guestline on The Harper's business was nothing short of remarkable. Gough reported, "Since installing Guestline, it's been fantastic. We've really seen an uplift in guest spend." The platform's online booking capabilities not only improved the booking experience for guests but also helped The Harper fill rooms during off-peak periods and reduce their reliance on third-party booking platforms, which in turn decreased commission fees. Over the 2023 Christmas period, a campaign using Guestline's voucher system resulted in a 75% increase in sales compared to the previous year.
Guestline's reporting features provided The Harper with a treasure trove of data, enabling them to tailor their marketing strategies, menu offerings, and staffing levels to meet the specific needs and preferences of their guests. "We've set certain KPIs in our business, and being able to get access to data when we need it is really valuable," Gough explained.
The results were clear: improved guest satisfaction, increased revenue, and a more efficient and streamlined operation. Guestline had exceeded The Harper's expectations, providing not only a robust technological solution but also invaluable support and guidance. "The biggest benefit for us working with Guestline has been the support that we get from our account manager and the online support team," said Gough. "It's more than just supporting us for the tech, it's actually guidance as well as having an insight into what will really make a difference in our revenue and our cost lines."
This strategic advantage allows The Harper to proactively adapt their pricing, packages, and promotions, ensuring they remain a top choice for guests in the competitive Norfolk hospitality market. The platform empowered The Harper's management to make informed decisions about pricing, inventory, and marketing strategies, leading to improved occupancy rates and increased guest spend.
Conclusion
The Harper's journey with Guestline showcases the transformative power of technology when implemented thoughtfully and with a focus on enhancing the guest experience. By embracing digital solutions that aligned with their values and goals, The Harper was able to not only streamline their operations and improve efficiency but also create a more personalised, not to mention, enjoyable experience for their guests.
As The Harper continues to evolve and grow, their partnership with Guestline will undoubtedly play a significant role in their ongoing success. "I believe we get a lot of value out of Guestline, and there's a lot more for us to learn about that platform so that we can actually make the most of everything that it offers," Gough said. "I'm really looking forward to the next stage of that development for us."
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"Guestline's voucher system resulted in a 75% increase in sales compared to the previous year."
"The biggest benefit for us working with Guestline has been the support that we get from our account manager and the online support team."
"The most important part of deciding that Guestline was right for us was the data and the access to the data was really valuable for us."
"The flexibility of this system was particularly beneficial when The Harper hosted pop-up bars in different areas of their venues."
"The Harper's journey with Guestline showcases the transformative power of technology."