A Miami Beach landmark, the hotel recognizes the rise of mobility, tablet, smartphone and guest desire for choice of service delivery, and sought to further improve guest experience and guest service levels by leveraging mobility for hotel staff and guests. While searching for the perfect provider, the challenge was finding a technology provider that had two-way integration with their OPERA PMS which runs the 1,504 room hotel.
After research and an evaluation process, StayNTouch Inc was chosen, as it is the only supplier to deliver both PMS-integrated staff “guest service” mobility and guest smartphone engagement on one platform.
In Phase One, Fontainebleau Miami Beach deployed StayNTouch Zest Web, enabling pre-engagement of arriving guests via their smartphone requiring no app to download. Zest Web sends out emails to all guests arriving that day (customizable by market segment, VIP status, etc.). Through a secure link, the guest is brought to a branded mobile website where the guest can confirm reservation information, advise the hotel on expected arrival time, ask for last minute requests for their room, and enter a mobile number so the hotel can text the guest when their room is ready.
From there, StayNTouch integrates with the hotel PMS and existing business processes to coordinate a vastly improved arrival experience including pre-cut keys and expedited availability of room. Guests that choose pre-check-in are greeted at the pre-check-in desk located at the hotel’s main entrance where they’re given a pre-cut key after presenting a credit card instead of going to the standard front desk.
Zest Web sends out departure emails to all guests departing that day. Through a secure link, the guest can choose to checkout via their smartphone, review their room bill and request a copy to be emailed to them. Late check-outs are also available at a fee on those days when the hotel’s occupancy permits. Should the guest decide to stay late and pay a late checkout fee, they can simply select that option, which automatically updates the PMS “late checkout” field and posts the late checkout fee on the guest’s folio.
The hotel has experienced strong results from StayNTouch including 140+% ROI in the first 30 days. Revenues from extended guest stays/late checkout have been substantial. In the first full month, late-check out revenues generated by StayNTouch promotion far exceeded the monthly SaaS fee paid to StayNTouch.
Depending on the day, 20% - 40% of guests are opting into the pre-arrival process, which initiates direct guest communication via smartphone and allows front desk bypass upon arrival. Guest reviews on the hotel arrival/check-in experience have improved notably.
Phase two and three of the implementation will include the following additional solutions:
StayNTouch Rover FrontOffice™: Overlay on top of PMS bringing the front office functionality onto a mobile/tablet in a touch/graphic user experience. Including remote key encoding & secure credit card swipe featuring P2P encryption. Enables flexibility to allow staff to service guests anytime, anywhere. Line Busting. Zero training.
StayNTouch - Rover Housekeeping™: Via any mobile device (iTouch, tablet, etc.), housekeeping has touch-optimized user interface for full access to rooms-to-clean lists, room status, guest information and the ability to update room status after servicing.
Zest App™: Guest Smartphone App. White labeled and PMS integrated, allowing guest remote check-in & out, folio review, geo-location aware, promotions engine, reviews on property, ordering services, guest/staff interaction. Turns Smartphone into door key.