Shortening check-in time by 43% in a guesthouse near Giżycko
We replaced paper check-in cards with a tablet connected to CRM. Guests now check in in 2 minutes instead of 5, and the reception has time to talk about the attractions of the region.
We threw out a heap of papers that constantly cluttered the counter at a reception near Giżycko. The owner was tired of guests having to stand in a queue and type their ID number with a pen that rarely wrote after a 4-hour drive in traffic jams.
The challenge
At the Lake Haven Guesthouse we measured the time with a stopwatch. The average check-in lasted 4 minutes and 52 seconds per family. With 13 rooms and a common arrival at 4:00 PM, the last guest waited nearly 50 minutes in a small lobby. The receptionist, Ms. Beata, then lost another 2 hours in the evening manually re-typing this data into Excel, where ID number errors happened all the time.
Our approach
Our technician spent 3 business days at the facility. We didn't do a big revolution, but sat down with the service to see what irritated them most. We chose a light CRM system that doesn't have a thousand unnecessary buttons. We focused on one function: quick data collection before arrival and a simple signature on a tablet on-site.
The solution
We implemented a system of automatic messages. Now the guest gets an SMS with a link at 9:00 AM on the arrival day. They can complete their data while still in the parking lot or at home. When they enter the guesthouse, Ms. Beata gives them the tablet, the guest makes one signature with a finger, and picks up the keys. The data jumps into the database themselves, and the system automatically prepares the invoice at the end of the stay.
Results
Queues in the lobby disappeared completely, and Ms. Beata now has time to offer each guest a cold compote or recommend a good boat rental in the area. It simply works and saves nerves for both parties.
Timeline
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April 12, 2024Observation of reception work and measurement of check-in time
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April 23, 2024Configuration of database and SMS templates
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May 4, 2024Installation of tablets and training of 3 employees
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May 15, 2024Launching the system for all guests
"No time to waste on Excel errors, of which we had many. I was afraid that older clients would not like tablets, but it goes faster for them than with paper. Mazury Streamline Experts didn't fluff; they just did what was needed."