As hotels reopen their doors to welcome guests
in a highly competitive market, they are considering ways to improve
performance, increase productivity and exceed expectations of guests who are
yearning to travel after quite some time.
One challenge faced by many hotels is
delivering quality service at the reception desk during peak hours while
operating with leaner staff.
While guest engagement begins long before the
guests step foot in the hotel, we know that the arrival experience is one of
the most important steps of the guests' journey as it is the first physical
interaction between the hotel and the guests.
The check-in often symbolizes the true
beginning of the vacation and has the ability to shape the entire relationship
with the hotel. It also provides opportunities for hotels to connect and upsell
services to guests. If the first experience with the reception is tedious, the
wait is long or guests find themselves facing a busy reception with minor eye
contact before finally receiving their room keys, the experience starts off on
the wrong foot.
Duve works with hospitality brands around the
world, offering guest management solutions designed to help the hospitality
industry automate and personalize guest communication and take advantage of
their number one resource- their guests.
The platform interacts with guests at each
step of the guest journey using automation, allowing hoteliers to communicate
with guests through their preferred channels such as WhatsApp, SMS or emails
and upsell services as if they are paying personal attention to each
As a veteran in the industry, I am familiar
with the complexities of the hospitality business and the importance of
seamless solutions that will suit the inner workings of hotel operations. We
have seen remarkable results with one of our recent clients.
The Setai, Sea of Galilee, part of the
international Setai group, is a modern luxury resort with 158 rooms and villas.
While each villa enjoys private facilities, the hotel offers extensive spa
services, dining options and additional amenities such as bicycles that are
available throughout the property.
The check-in process is lengthy because not
only does the reception desk have to go through the process of filing the
paperwork, staff also shares additional information about the extensive hotel
facilities and the locations of the different areas throughout the resort. In
addition, the extensive services offered by the hotel lead to multiple
follow-up questions, and the reception was often occupied, requiring guests to
wait a long time during peak hours.
communication to improve the experience
One of the main goals set at the start of the
collaboration between the Setai and Duve was to improve the arrival experience
by eliminating the paperwork completed upon arrival.
Subscribe to our newsletter below
In order to customize Duve’s online check-in
process to the hotel’s needs, our customer success team configured the system
along with the hotel's organizational consultant and reception manager to make
sure the online check-in includes all of the necessary steps to allow the team
to avoid unnecessary paperwork.
The online check-in steps include the
collection of all personal guest contact details, arrival time, ID or passport
scans, e-signature contract, car registration details for parking purposes and
payment processing that is optional. All details provided by guests are
automatically sent back to the PMS reservation system, allowing the staff to
With the online check-in customized to the
hotel’s needs, manual steps like scanning the guest passport, or having guests
sign registration cards are all streamlined with efficient automated workflow.
The result was considerable time savings for the team, allowing them to
decrease the amount of time spent on paperwork with every guest, thus reducing
waiting time at the reception to maximum a maximum of three minutes.
The online check-in request is sent to guests
several days prior to their arrival and includes smart reminders sent via SMS
and WhatsApp. The conversion rate reaches more than 70%, with 78% of guests
completing the online check-in during the month of April.
“Duve was a game changer for our customer
service. I knew the platform would help us connect with guests, but I was
amazed at how cleverly simple it all is, even guests who are not very
tech-oriented use Duve to communicate with us,” says Dina Roxa, the organizational
“It saves us so much time every single day because our staff does
not need to manually enter everything into the system, and they no longer spend
half of the check-in process eyeing the computer screen.”
The automation has not only allowed the hotel
to reduce waiting time but also allowed the reception team to have a more
personal interaction with guests, making more eye contact and enjoying a
The importance of
Since the digital process already encourages
guests to engage with the hotel from home, we also saw the need to include
solutions that will allow the hotel to do more than just collect guest details
in advance. To provide a truly outstanding experience, guests can share their
needs and learn more about the hotel services from their guest app.
With pre-arrival communication in place, we make
sure that upon completing the online check-in process, guests are also able to
chat with the hotel before arrival, read about the facilities in the guest app
and engage with the hotel before physically arriving.
Guests are able to share their needs more
easily via chat with a very positive impact on the hotel services as they are
able to handle more inquiries through the unified inbox, about three times more
at any given moment compared to telephone.
The pandemic has highlighted the need for
hospitality businesses to operate continuously. We have seen firsthand how this
can be achieved using smart automation tools, allowing hoteliers to be more
efficient, highlight their brand and improve the experience they offer to
guests in a way that will allow them to reach long-term results.
About the author...
David Mezuman is founder and CEO of Duve