Case Study Portmeirion Village, Wales

Portmeirion Village consists of Hotel Portmeirion which is an early Victorian villa converted to a hotel and Castell Deudraeth, a Victorian castellated folly converted into a contemporary hotel in 2001. There are also 32 individually designed rooms and suites in the surrounding Portmeirion Village, all with great views and charming settings. For longer stays suitable for large or small groups, Portmeirion also has 13 stylish self-catering cottages.

Requirements /challenges–

• With outdated till systems in place, the hotel needed to invest in a costly update [with the existing supplier Opera] or take the opportunity to invest in a new PMS. It was imperative that the tills integrated with the PMS
• The hotel was experiencing customer service / support issues with many ticketed issues outstanding for months on end causing lots of in-house frustrations and tensions
• The hotel wanted to improve its pre and post communication with guests and needed a third-party partner through its PMS to automate such communication

Solutions installed -

Rezlynx PMS, DBM, Channel Manager, Advanced C&B

Why did you choose Guestline?

Client quote – Sara Hughes, Revenue Manager, Portmeirion

“We were in a position whereby we needed to invest in and update our tills systems and given the frustrations we were experiencing with our existing PMS customer service and technical support we took the opportunity to open conversations with Guestline. We can thank our outdated till systems for the introduction. Not only do we have the same offering that we had before but Guestline brought more to the table and their customer service is second to none. Now if we need support, they are there instantly, have extremely quick turnarounds and if there is an issue, they always have solutions. Guestline get it, they know what we want, and they deliver.”

Benefits –

Unrivalled support -

Guestline have eliminated staff frustrations regarding outstanding issues and resolutions. The team now spend minimal time contacting support, leaving them with more time to focus on maximising the guest experience.

Enhanced guest communication -

The hotel now has an integration with GuestRevu, through which they can tailor automated email confirmations, issue pre-stay emails to guests with practical information on the check-in process and provide opportunities to upsell. Plus, post-stay emails to guests encourages feedback, online reviews and provides a platform to share book direct incentives – helping to drive and improve the hotel’s online reputation and repeat direct bookings.

Smooth migration of systems -

Guestline’s account manager and dedicated trainer trained the staff thoroughly on all the processes and the different functionality of the systems. They were on site for Go Live to ensure the migration went smoothly and they were on hand for any questions. The trainer gave structure and kept everyone on track during the transition.

Multi-functional -

The team make full use of all the functionality to ensure they are maximising the performance of the system. They call the Guestline product specialists if they want a more in-depth overview on a specific area.