Client Overview:

This hospitality client stands as an esteemed international hotel chain, known for its central locations, high quality service standards and stylish interior design with regional flair. With 53 hotels across the UK & Ireland alone, this chain wants each guest to be treated with care and attention. That’s why for this brand, no detail is too small. With guests at the heart of everything they do, it is paramount that they can unwind and feel at ease. Regardless of whether their purpose is business or leisure, this hospitality brand wants every guest to special and cared for.

Need For Automation:

Providing excellent customer service in the hospitality industry, from booking to check-out, is crucial. However, achieving this level of service is often demanding on staff.

This hospitality client, receiving large numbers of bookings across all 53 hotels, faced challenges ensuring accurate booking details. With reservations being made on the third-party booking site and added to Opera, hotel staff were left with a long checklist to ensure the details across both platforms align. It becomes front-desk staff’s responsibility to cross-check reservation details, name, address, type of room booking, rate of pay amongst other details. This can become tedious and time-consuming, leaving room for human error. This poses a risk as even small mistakes can drastically impact guests experience and, consequently, the business.

Cevitr Solution

Cevitr created an automated process that not only streamlines and simplifies the check-in experience for both staff and guests but eliminates human error to provide seamless customer service through a set of pre-arrival checks.

The summary of the process is as below.

The digital worker (Jo) logs into the client’s hotel management system and executes the following steps:

1. Takes the booking reference from the third-party booking site and copies it into the Hotel Management System.
   
   
2. Opens the booking and begins to cross-check details from the third-party site against those on the system.
   
   
3. The checks include the following key information amongst many others.
   
   a. Guest profile – Name, address, phone number, email etc
   b. Reservation details – Arrival date, check out date.
   c. Number of rooms
   d. Rate
   e. Virtual Credit card details
   
   
4. The digital worker then performs complex checks including the room type and adds cashier comments.
   
   
5. The process completes with the creation of a report that includes details of all correctly processed records and has a list of any data that the system has not been able to match. These exceptions can then be handled by the hotel staff.

Benefits From Automation

Accuracy

This automated process provides peace of mind that the task at hand will be done to a high standard. The digital worker is consistent and reliable, eliminating the risk of error.

Speed

The digital worker processes data at an impressive rate, freeing hotel staff of laborious tasks so they can better prioritise their workload.

Customer Retention

Free of the restrictions from boring, time-consuming tasks, hotel staff can better focus their efforts towards providing the very best customer service. Having built a good reputation for high quality customer service with guests, customer retention improves. Happy customers become loyal customers.

Inspired Employees

With the digital worker managing pre-arrival checks, employees are focusing on more fulfilling tasks during their work hours. This not only boosts workplace moral but sparks creativity and fosters innovation.

The statistics speak for themselves…

In just 8 months, the digital worker has processed 264,462 bookings with a success rate of 98%.