How the independent San Diego hotel uses Stayntouch to move faster at the front desk, automate everyday processes, and manage the property from anywhere.
Located in downtown San Diego, The Sofia Hotel wanted a property management system that could support the way an independent hotel actually operates: connecting easily with its broader technology stack, giving staff quick access to the information they need, and making everyday processes more efficient.
After four years with Stayntouch, the difference shows up across the operation, from faster guest arrivals and departures to automated night audit and the ability for hotel leaders to manage the property remotely.
“We’ve been very happy over the four years that we’ve been using Stayntouch. It works. You can do pretty much anything you want to do, and the technical support and customer service have been fantastic.” John MacLean, then General Manager, The Sofia Hotel
At The Sofia Hotel, one of the biggest improvements has been at the front desk.
Because Stayntouch is intuitive and fast for staff to navigate, the team can spend less time looking at a screen during arrivals and departures and more time interacting directly with guests.
For MacLean, that translates into a better service experience.
“We’re able to have more face-to-face interaction with the guests and spend less time looking at the screen, which is a big improvement for customer service in general.”
The benefit goes beyond ease of use. The team has the PMS capabilities it needs to manage the property while still being able to move quickly through everyday guest interactions.
Stayntouch also gives The Sofia Hotel team greater flexibility outside the property.
Because the PMS can be accessed remotely, hotel leaders can use their phones to check rates, review availability, and respond to booking opportunities wherever they are.
MacLean described receiving a call from someone looking to book months in advance. Rather than needing to be at the hotel or log into a desktop system, he could immediately pull up availability, see what was happening over those dates, and act on the opportunity.
“Working remotely with Stayntouch gives us the ability, just using our phone, to manage the property and also check rates and availability.”
For an independent hotel, that kind of access makes it easier to stay responsive to both guests and changing demand.
Stayntouch has also helped The Sofia Hotel automate processes that previously required staff time.
Night audit is one example. Instead of relying on an employee to manually complete the process, the hotel can automate night audit and determine which reports should be delivered, who should receive them, and when they should be sent.
“Stayntouch has helped us be more efficient by automating the night audit process. No longer is a human doing it. We can decide which reports go to whom at what time during the day or night.”
That automation helps the team reduce repetitive administrative work while ensuring important reporting continues to happen reliably.
For The Sofia Hotel, the PMS also needs to work seamlessly with the rest of its technology.
MacLean pointed to the hotel’s implementation of a new lock system as one example. The property integrated the new system with Stayntouch with no issues, reinforcing the value of having a PMS that can connect easily with the technology the hotel chooses.
“The integrations are excellent. A couple years ago we integrated a new lock system with zero problems.”
That flexibility allows The Sofia Hotel to continue evolving its technology stack without making the PMS a constraint.
Reliable technology is important, but MacLean said one of the biggest improvements compared with previous PMS providers has been the service behind it.
When the hotel does need assistance, the Stayntouch support team responds quickly, often immediately or within the same day.
“Interactions with the support team have been excellent. We usually hear back the same day, if not immediately, which is almost unheard of from our previous PMS providers. To me personally, that’s the biggest upgrade. Things are handled quickly.”
For a hotel that operates around the clock, knowing that issues will be addressed quickly gives the team confidence that its PMS will keep supporting the operation when it matters most.
With Stayntouch, The Sofia Hotel has been able to:
After four years on the platform, MacLean’s recommendation to other independent hotels is straightforward:
“My recommendation is that it works. You can do pretty much anything you want to do. The technical support and customer service have been fantastic.”
For The Sofia Hotel, Stayntouch provides the flexibility and operational capability the hotel needs, while remaining intuitive enough for teams to move quickly and keep their attention where it belongs: on the guest.
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