How Breakfast Hotel Handles 60 Properties & Improve Guest Satisfaction
Breakfast Hotel Story
Introduction
Breakfast Hotel, a boutique establishment renowned for its personalized service, faced operational challenges that impacted guest satisfaction and efficiency. Manual check-in processes, traditional key management, and fragmented staff communication led to delays and security concerns.
To address these issues, Breakfast Hotel implemented Operto's smart automation solutions, which improved operational efficiency and elevated the overall guest experience.
01
Challenges
Before integrating Operto, Breakfast Hotel encountered several issues:
- Manual Check-In Process: Guests experienced delays due to paperwork and manual identity verification, leading to dissatisfaction.
- Physical Key Management: The use of traditional keys resulted in frequent misplacements and unauthorized access, raising security concerns.
- Inefficient Staff Communication: Reliance on outdated communication methods caused delays in service delivery and room turnovers.
These challenges underscored the need for a modern solution to enhance both guest satisfaction and operational workflows.
02
Solution
To overcome these obstacles, Breakfast Hotel partnered with Operto to implement a suite of automation tools:
1. Digital Check-In and Verification
- Automated Pre-Arrival Emails: Guests received emails allowing them to check in online, reducing front desk congestion.
- Digital Identity Verification: Secure online verification streamlined the process, enhancing both security and convenience.
2. Keyless Entry Systems
- Smart Locks: Guests accessed their rooms using unique digital codes, eliminating physical keys.
- Access Scheduling: Time-sensitive codes ensured only authorized access during specific periods.
3. Integrated Staff Communication Platform
- Real-Time Updates: Staff received instant notifications about room status changes and guest requests.
- Task Automation: Routine tasks were automated, allowing staff to focus on personalized guest services.
03
Implementation
The transition to Operto's system was executed in phases to ensure minimal disruption:
1. Assessment and Planning
- Operational Audit: Evaluated existing processes to identify areas for automation.
- Goal Setting: Established clear objectives, including reducing check-in times and enhancing security.
2. System Integration
- Hardware Installation: Smart locks were installed on all guest room doors.
- Software Deployment: Operto’s platform is integrated with the hotel’s property management system (PMS).
3. Staff Training
- Workshops: Conducted hands-on sessions to familiarize staff with new tools and protocols.
- Ongoing Support: Provided continuous support to address any challenges during the transition.
Key Outcomes at a Glance
The Results
- Guest Satisfaction: 35% increase in positive feedback.
- Operational Efficiency: Administrative tasks were reduced by 50%
- Enhanced Security: The adoption of keyless entry systems led to a noticeable decrease in security incidents
Increase in Positive Feedback
Administrative Tasks were Reduced
“In addition to this, our cleaning staff, which were already very strong, are now even more effective at cleaning units. For this period of time, in the midst of the pandemic, the guests we are welcoming are of course no longer international but include healthcare workers and local guests who need to self-isolate away from their homes and families. They feel confident, through the use of the Operto software and Yale and Igloohome locks, that we are providing them with a completely hygienic and safe environment.”
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