Scalable technology is important to hoteliers today, especially those operating smaller properties with reduced staff. Guesthub, a web-based guest experience management solution, is proof that modularity is key to technology adoption. Such is the case at Fairfield by Marriott® Inn & Suites Miami Airport in West Doral, Fla. Today the midscale hotel is leveraging Guesthub solely for package tracking. Although the mobile solution can facilitate many other features, like handling guest requests, respond to issues, provide information on amenities, support food and beverage ordering, schedule/track courtesy shuttle requests, and more, the hotel selected just the “guest parcel tracking” module to better manage this service, which is not covered by Marriott’s current proprietary apps and technology.
“We have a lot of packages coming into our hotel daily, whether they are for guests already checked in or for those yet to arrive,” said General Manager Sandra Rojas, Fairfield. “To keep track of them all, we used a binder. But this manual process came with complaints. Not everyone took the time to fill out forms correctly. For example, few requested signatures when packages were picked up. This caused confusion, especially when a guest came to the front desk to retrieve an item and it had already been released to someone else staying in the same room. We needed a better way to manage this service. There was no way I would allow our high service rating to be tarnished by poor package tracking. We needed an affordable solution that was easy to use. We found the answer in Guesthub.”
When a package arrives at the hotel, a QR code or barcode label is scanned by staff and the parcel tracking number is automatically uploaded into Guesthub. Simultaneously, Guesthub records which employee is logging the package into the app, along with the day and time the item was entered into the system. Then, by entering the first three letters of the recipient’s last name, Guesthub is populated with complete guest information through its integration with the hotel’s property-management system. The location of the package — where it is stored, including room, shelf, or rack location — is also entered. To retrieve a package, a guest shows ID and provides a signature.
“Before Guesthub we had to manually write down the tracking number of each package,” Rojas said. “That was time consuming and prone to human error. With Guesthub, the system is failproof. We now have a digital log of when packages were received, by whom, where they are stored, and when they were retrieved by guests. Yes, some data entry is involved, but it’s minimal and can be done from employees’ mobile devices or computers. Because we have a mini market at the front desk, we already owned QR/barcode scanners, so this made the already low-cost Guesthub module even more affordable. And, when we must hold packages for guests not checked in, we can charge a handling fee that generates revenue.
“Since implementing Guesthub, we have had zero complaints about package tracking and delivery,” she said. “That not only makes me as G.M. happy, but it takes a lot of pressure off our front desk agents. Better yet, comments from guests reveal that they feel safe knowing their packages are being stored and delivered with care. This is extremely important, especially to our many loyal extended-stay guests. Guesthub is enabling us to improve operational efficiency and cultivate happy guests.”
Built By Active Hoteliers for Hoteliers
Guesthub was designed by its parent company, Eurobuilding Hotels Group, to facilitate everything guests may need along their journey — from reservation to review™ — and without the need for guests to download an app. It boosts a hotel’s bottom line by taking better care of guests. It places guest-request task management and guest messaging at the core of operations, and helps hotels get better reviews, make more money on their rooms, and streamline operations by reducing the workload on the staff. It engages guests with relevant messaging prior to their arrival. Once on site, it facilitates digital check-in and mobile key. It sends timely and relevant promotional messages to upsell service and make food and beverage or other service ordering process easier. When guests leave, it manages guest feedback, enabling the hotel to boost its online reputation and drive rates. Guesthub also prevent guests from having to wait for requested items and services. It ensures that no work orders fall through the cracks. It provides fluid communication between staff and guests.
“We are thrilled that the Fairfield by Marriott Inn & Suites Miami Airport saw value in leveraging Guesthub for package tracking,” said Carlos Vollbracht, Guesthub product owner. “That’s the beauty of this web-based tool; it’s uses are limitless. And it can easily adapt to support functions not covered by the brand’s proprietary technology. For instance, currently not all Marriott properties have its proprietary shuttle tracking app available, so we are talking with Sandra about adding the Shuttle Tracking module to Guesthub as well. That way, when business picks up even more, the hotel can provide guests with a shuttle’s estimated time of arrival for each stop or pickup location, thereby eliminating traveler anxiety and boosting guest satisfaction even further. It’s the little things that are making a BIG difference to today’s travelers. Guesthub can help hoteliers ensure flawless guest experiences affordably.”
For more information on GuestHub, visit www.GuestHub.io.