By Justin DeRise The foundation of any hotel sales and revenue strategy lies in its distribution channels. A distribution channel is simply any forum or
“In the beginning, we used an older PMS system that was not cloud-based. There were always technical problems that were difficult to resolve and frequently disrupted the flow of service. With Stayntouch, we found a cloud-based and flexible PMS that was robust, unfailingly reliable, and incredibly easy to set up and use 一 really, an ideal choice for an independent boutique hotel.”
—Dirk Raufeisen, the Director at Hotel Belle Epoque
Technology exists to unburden staff and facilitate great hospitality. And the foundation of great hospitality is built on technological reliability. No matter what other features a platform might have, if it doesn’t function correctly, hotel operations 一 and the guest journey 一 will grind to a halt. This is especially true with independent boutique hotels. Before Stayntouch, Belle Epoque relied on a legacy desktop-based PMS system that was costly to maintain and
notoriously unreliable. Although they knew that a cloud-based PMS would free them from maintaining complex on-site servers, they knew that not all cloud-based systems were alike. When hosted on independent servers, a “cloud” PMS can suffer from performance and reliability issues that forces hotels to navigate a byzantine labyrinth of outsourced service providers… while their guests are left waiting for service.
We needed a PMS that a team member can pick up and learn easily, and won’t get in the way of their interactions with guests.” Stayntouch features a colorful and intuitive user interface that utilizes advanced “drag-and-drop” and “select-and-click” functions that make it easy to learn and easier to use in the field for the staff at Belle Epoque. “Stayntouch’s user interface is very clear and well designed,” Dirk said, “Everyone on our team was able to work with it without much
experience or training.” This ease of use has positive benefits throughout the employee lifecycle: Because the system is easy to learn, Belle Epoque can hire a wider range of staff based on their ability to engage with guests 一 not just on their ability to “get” technology. The Belle Epoque was able to leverage Stayntouch’s remote, in-person, and self-directed training resources to get new hires quickly up to speed and serving guests.
staff at Belle Epoque are able to break free from the front desk and meet guests wherever they are, while operators can manage rates and access hotel KPIs from their home office or a business dinner. This level of flexibility enables Belle Epoque to streamline communication and enhance the productivity of a lean team. “At Belle Epoque, we never want to force a guest to come to us for assistance,” Dirk explains, “We should be the ones proactively reaching out to our guests.
Because we have a small team, our associates invariably wind up wearing different hats. Stayntouch directly facilitates this proactive philosophy by letting every staff member access reservations, room status, and housekeeping or maintenance no matter where they are in our hotel. This means we can immediately address our guests’ questions or requests, without having to make them wait while we contact another department.”
A cloud-based platform also reinforces consistent service. Dirk remarks, “The fact that Stayntouch is not PC dependent has been a lifesaver. With our previous PMS, if it’s desktop workstation failed, there was very little we could do until we got it running again. With Stayntouch, we can immediately continue working by switching to another tablet or mobile device.”
The Belle Epoque also utilizes Stayntouch’s 360° reporting and analytics dashboards: “It’s incredibly easy to create custom reports that help us keep a close eye on relevant KPIs and the profitability of our company.” The Stayntouch reporting module lets hotels automatically schedule custom reports based on frequency and time of day, while its analytic dashboards give managers a complete view of their hotel’s performance in near real-time.
With a dedicated virtual or in-person implementation team, a dedicated client success manager (CSM), 24/7 “follow the sun” customer support delivered by industry and technology experts, and a library of training and product resources, Belle Epoque relies on Stayntouch to be a strategic partner throughout every stage of the customer lifecycle. According to Dirk, “Working with Stayntouch has been fantastic. We thought the transition from an on-premise to cloud-based PMS would be difficult, but our
implementation phase went without a hitch. In the end, it only took two weeks, and the Stayntouch team was there to make sure everything went smoothly and all of our staff were up to speed. Even after implementation, Stayntouch has not only been there to make sure our systems are operational, but also to ensure that the PMS meets our business goals. While other tech platforms seem to disappear once you sign the contract, Stayntouch has remained a valuable partner in our success.”
See how StayNtouch’s Cloud PMS, Guest Mobility, and Guest Kiosk solutions deliver better results for hotels through better front & back of house communication, increased mobile touch-points, more revenue and operational efficiency, and unlimited interfaces.
Your demo will include how to:
Manage and Set Tasks Across Your Departments
Ensure Guest Satisfaction & Safety With Contactless Check-in Options
Automate Easy Upsells & Monetized Early/Late Checkouts
Set & Manage Rates/Availability
Integrate With Tools and Platforms Essential
to Your Hotel