Reports Boost Efficiency: Duck Bay and Guestline Platform

• Streamline front office procedures
• Manage multiple accommodation types in one system
• Functions and reports assisting business performance and efficiency, with less work
• Creating an integrated and unified tech stack customised to their business in partnership with Access Hospitality suite: Guestline Platform, ResDiary, Direct Booking Manager (DBM), DBM Google Connector, GuestStay.

Part of Cawley Hotels & Restaurants, Duck Bay Hotel and Cottages is located in the popular tourism destination of Scotland’s Loch Lomond. A family-run business, with a strong local reputation, Duck Bay offers 27 rooms, alongside family-friendly cottages and a gourmet restaurant.

During its busy summer season, the average length of stay is one-night, reflecting the hotel’s location as the entrance to Scotland’s infamous highlands tourist trail. Guests are predominantly leisure travellers, from mid 30s to retirees exploring the Scottish lochs and highlands, or corporate guests affiliated to nearby businesses and a naval base.

Frustrated with their previous hotel system - which staff found clunky and challenging to manage the different rooms-types without accurate reporting - Duck Bay sought an alternative PMS in late 2023. An investigation into suitable options for their hotel rooms and cottages landed upon the Guestline Platform, with Duck Bay installing the solution in March 2024.

Hayley Sneddon, Reception Manager, Duck Bay Hotel & Cottages, said: “With our previous system everything was printed which meant lots of paperwork. We wanted a system that would work well for us, instead of making more work.
 

Sneddon said: “The restaurant has been working with ResDiary since 2020, and we love it. As part of the same family of technology with Access, Guestline appeared the best option for our PMS. Everything is clearly laid out, you can easily go in and amend bookings, update rates and more, with any information updated in third party systems such as OTAs and other channels. We trust Guestline to work, so we no longer feel the need to double check everything like we did with our old system.

“Having one system for the cottages and rooms, and one point of contact for support are important for a property our size. Access Hospitality’s account manager can provide assistance with ResDiary and the Guestline Platform, making it easier for us to lay the foundations for a great working relationship with someone we trust. And all our accommodation offerings can be easily managed on the platform, instead of operating manual processes.”

Duck Bay may be small but it has a formidable reputation as a launch-pad for travellers exploring Scotland. When we first spoke with them, it was clear the platform they were using wasn’t fulfilling their business needs. They needed connectivity for the different accommodation styles, but also needed greater breadth and depth to their reporting - preferably in a way that was quick and easy for staff to access. As well as improving the operational side of their business, we were confident our platform would provide guests with important tools such as pre-arrival check-in, giving their guests more time to enjoy the local area and unwind during their stay.

The ease of use of Guestline Platform has impressed Duck Bay’s team.

Sneddon said: “The system has been brilliant. It’s very easy to train staff on, and all information from our bookings and rates filters through to where it needs to be, which improves how we manage the hotel.

“Guests love being able to self check-in before they arrive, but the pre-arrival check-in also saves us a lot of time and paper - we’re not having to print documents at the front desk and build up a queue at peak times as guests read through paperwork. Everything being linked makes the customer journey a whole lot smoother, and enables us to provide a more personal check-in experience.”

Having familiarised themselves with the platform, Duck Bay’s team have been using it throughout their busy summer season and are eager to gauge the wider business impact of the technology as they continue to use the product across their first year.

Sneddon says: “As a small hotel, some elements of hotel technology simply aren’t beneficial to us, but with Guestline we can pick and choose what is going to help our business grow instead of being forced to pay for technology that we don’t need. As a hotel, we’re always looking to improve, streamlining work and making things as easy as possible for our staff and our guests; Guestline is helping us achieve that.”

Discover more about Duck Bay at duckbay.co.uk