Challenges
Guaranteeing high service quality has always been the top priority at Mercure Hotel MOA Berlin. In the past, however, it took the employees of the 4-star hotel with 336 rooms a considerable amount of time to complete the tasks at hand as repair orders and handovers were written down on paper checklists. Moreover, the different departments communicated via phone and email which proved to be an inefficient way of communicating and in doing so, important time resources were wasted which could instead have been allocated to taking care of guests.
Implementation & Test Phase
The initial scepticism was dispelled entirely: After the 30-day trial phase, the hotel immediately became an official hotelkit client. During the initial phase, 35 employees were working with the software and today more than 150 employees are using hotelkit in their daily work routine. This means that hotelkit is used in all the departments and workflows of the hotel. Most hotel managers know exactly what problems come up in their hotels and what improvements they wish to see. Once all the hotelkit tools are explored, new possibilities arise, and the daily work is often even facilitated in other areas as initially thought.
During the initial phase, 35 employees were working with the software, now more than 150 employees are using hotelkit in their daily work routine. This means that hotelkit is used in all the departments and workflows of the hotel.
The Outcome for Mercure MOA Berlin
Long gone are the days when handovers and repair orders were written down on paper checklists and handed to the responsible employee. Ever since the implementation of hotelkit, the workflows in the 4-star hotel with 336 rooms are organized digitally. Not only the employees benefit from this but also the guests. In the past, it was often difficult to reach the engineers over the phone, now a damage can be reported efficiently via a repair order, including a digital checklist, in hotelkit. The engineer then receives the repair order in the hotelkit app on his phone, no matter where he is in the hotel.
Repair orders are now easily and quickly taken care off – about half of them can be completed within two hours.
The Mercure Hotel MOA Berlin also decided to refrain from using paper when it comes to handovers. Instead, all relevant information regarding the next shift is now transmitted transparently with hotelkit. This way, nature is preserved, and the employees can see all important information in one place and do no longer need to decipher handwritten notes. What about the guests? They notice the smooth processes, are glad that damages are taken care off in the blink of an eye and are pleased that the staff at the Mercure Hotel MOA Berlin now has more time to take care of their wishes and requests.
Our initial scepticism was completely unfounded: We are completely convinced of hotelkit!
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