IHMG (International Hotel Management Group B.V.) is the holding company for the Sandton Hotel and Pillows Hotel brands. Guestline’s cloud PMS and distribution software is installed in 6 of its unique and luxurious hotels across the Netherlands, Belgium and France.
- With limited automation and integration, processes on their old systems were time-consuming and manual.
- The group had issues integrating to third parties – especially their revenue and distribution integrations where each hotel had to manually adjust rates and configure room types across their PMS, CRS and Channel Manager.
- The hotel needed a fully integrated system with seamless third-party integrations.
- They had lots of downtime (only 85% average uptime) and maintenance issues with their old system which was server based and centrally hosted with an IT partner.
Limited development and disruptive upgrades - the few updates they did receive were costly and an operational upheaval when they were installed; the hotel systems were often down for 8-12 hours during an upgrade.
Solutions installed -
Rezlynx PMS, Channel Manager, Online booking manager, Advanced C&B
Why did you choose Guestline?
“ Customer experience is of upmost importance to us. Guestline’s automated processes allow us to spend more time enhancing the guests’ stay and the systems minimise the customers’ effort to book a room – thus creating a seamless and enjoyable customer journey.
On reception, we use Guestline’s PMS on our mobile devices to allow a quick and easy check in and out of the hotels – the process is so simple the reception team say that ‘check-in is now a party!’. The installation and training we received was second to none, the disruption to our business was non-existent and most of our data was seamlessly transferred from the old property management system to Guestline.”
Inge Van Laar, Business Process & Information Technology Manager
The automated processes save the team on average 2 hours per day across the group. They are connected to more channels now and automatically receive all their reservations. As all availability and reservations are in real-time, over-bookings are eliminated.
The group have centralised and configured their data and settings on a corporate level and the one profile is used by multiple properties (each hotel previously had their own database). The group can access centralised figures and scheduled reports are emailed direct to the regional managers.
Third party interfaces:
The group now have access to other third-party solutions (like GuestRevu) through Guestline’s API. The group have found it quick to set up and arrange the integrations.
The group have ambitious growth plans so it was imperative their new software solutions were easily scalable to incorporate new properties (they are opening 4 hotels in 2019) and configurable on their central reservation system which operates in 3 countries with one revenue group in each country.
Smooth migration of systems:
Guestline’s Dutch 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 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 e.g. Conference and Banqueting.
Enhanced guest communication:
The hotel has set up automated email confirmations which have been designed to reflect their brand identity and are easily modified. The pre-stay email goes to guests 2 weeks in advance with rules in place for the intended audience (e.g. a different message goes to corporate and leisure guests) and one gets sent 72 hours in advance with practical information on the check-in process.
A post-stay email is also sent to guests to encourage feedback and online reviews so the hotels can drive and improve their online reputation.
Sleek check-in process:
The Reception teams process check-ins and invoices quicker and easier which improves the guest experience on arrival and departure. As there are no check-in desks at the Pillows Hotels, staff welcome and check-in guests on their Microsoft Surface Pros. With the intuitive and user-friendly systems, new staff (or staff that don’t use the systems regularly), find it easy to operate the systems and manage processes.
Improved reliability and accessibility:
With the systems being cloud-based, the team can access the systems on their mobile devices – ideal for the Reception teams, for Management teams to access reports when off-site and for the Housekeeping teams who use iPads to update the status of rooms.
The group is also enjoying improved uptime:
They’ve only had one small outage (due to the Internet being down in France) during which the team accessed the 5 available offline reports and safeguarded operations.
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