How The Annex Hotel Is Thriving With a Ratio of 1.5 Staff to 24 Rooms
The Annex Hotel Story
Introduction
The Annex Hotel in Toronto redefines modern hospitality by eliminating the traditional front desk and embracing a high-tech, low-touch operational model.
By leveraging smart access technology and digital guest communication, the hotel efficiently operates 24 rooms with just 1.5 staff members, significantly reducing costs while enhancing guest satisfaction.
01
Challenges
Traditional hotel operations are labor-intensive and costly, especially for smaller boutique hotels. Below are the operational challenges:
- Managing a boutique hotel with minimal staff
- High Front Desk Costs – A 24-hour staffed reception desk was financially unsustainable
- Guest Check-in Delays – Travelers often experience long wait times upon arrival.
- Keycard Issues & Security Risks – Guests frequently encountered problems with lost or deactivated keycards.
- Limited Staffing Resources – Hiring and retaining front desk staff was challenging and expensive.
The Annex needed a more efficient, cost-effective way to manage operations without compromising the guest experience.
02
Solution
1. Smart Access Technology – Guests receive a unique digital access code before arrival, allowing them to go straight to their room without stopping at a reception desk.
2. 24/7 Direct Text Communication – A dedicated digital concierge service ensures guests can get assistance, recommendations, or room support via text.
3. Automated Access Control – Dynamic access codes enhance security by resetting automatically after each stay.
4. Operational Efficiencies – Without a front desk, staff can focus on personalized guest interactions instead of routine administrative tasks.
03
Implementation
The Annex’s transformation resulted in measurable success across key business areas:
1. Smart Access Technology – Guests receive a unique digital access code before arrival, allowing them to go straight to their room without stopping at a reception desk.
2. 24/7 Direct Text Communication – A dedicated digital concierge service ensures guests can get assistance, recommendations, or room support via text.
3. Automated Access Control – Dynamic access codes enhance security by resetting automatically after each stay.
4. Operational Efficiencies – Without a front desk, staff can focus on personalized guest interactions instead of routine administrative tasks.
Key Outcomes at a Glance
The Results
- Reduced Operating Costs – Eliminating the front desk saved over $122,000 annually in staffing expenses.
- Improved Efficiency – 1.5 staff members can now manage 24 rooms, reducing labor costs while maintaining high service standards.
- Higher Guest Satisfaction – Guests appreciated the seamless, hassle-free check-in experience and instant digital support.
- Increased Security – Smart access codes ensured only authorized guests had entry, enhancing property safety.
Saved annually.
“Leveraging Operto's automation enabled us to run a lean, high-tech / low-touch model, with only 1.5 staff supporting 24 rooms. And we’ve boosted customer satisfaction and increased profitability.”
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