Success Story

The user-friendly hotel operations software solution hotelkit replaces legacy software at the InterContinental Vienna

The management team at this luxury hotel in Vienna was dissatisfied with their previous legacy software. Thus, the user-friendly solution, hotelkit, was implemented. Now things are running as efficiently as never before and all challenges were overcome without any problems.

Client Information & Challenges

The InterContinental Vienna is a luxury city hotel and is part of the prestigious InterContinental Hotel Group. The hotel has 458 rooms and offers private travellers, business travellers and conference guests an extensive range of facilities. Its central location, the excellent service and fine dining options are tailored to meet the requirements of its discerning guests.

This is why it is even more important that all processes are undertaken with attention to detail. Countless repairs and guest requests have to be dealt with, among other things, at a luxury hotel of this size. It was not possible to meet all these challenges using the legacy software the hotel team had originally decided to use. hotelkit is considered as a state-of-the-art hotel operations software and has replaced the existing system with great success – all employees immediately started using hotelkit enthusiastically. Thanks to the excellent support provided by hotelkit, the changeover ran very smoothly.

Implementation & Test Phase

The InterContinental Vienna has been a hotelkit client since mid September 2018. Due to the special circumstances initially, there was no test phase in the conventional sense. Instead, a setup phase was initiated which involved training the admin team to become familiar with hotelkit. This enabled all the hotelkit tools to be used immediately to their full capacity. 900 repairs, 767 guest request and 266 appointments were generated in hotelkit from the initial kick-off in August until the point at which the hotel transitioned to become a permanent client one month later. The figures prove that hotelkit enablesoperational processes to be immediately organised in a more efficient way.

With hotelkit we definitely found the perfect solution – thanks to the user friendliness of the software, we could change to the new system in no time and wouldn’t want to miss hotelkit anymore.

Sandra Hösl
Sandra Hösl Director of Rooms InterContinental Vienna


More than 16,400 activities have been recorded in hotelkit since the kick-off phase. This is equivalent to an average of 2,990 activities per month or just under 100 activities per day. This type of intensive use of the system is truly impressive even for a hotel of this size. The figures have ultimately demonstrated to the general management team that the decision to use hotelkit was definitely the right one!

The repairs tool was by far the most-used feature. A total of 6,530 repair jobs have been generated so far which equates to 1,187 per month and just under 40 per day. 79% of them were completed within only two hours on average.

Repairs are now recorded and completed as efficiently as never before – we’re big fans of hotelkitand appreciate that the new system is so easy to handle.

Wynnie Villanueva Executive Housekeeper InterContinental Vienna

Guest requests is the second most popular tool. Approximately 992 guest requests are created every month which is equivalent to around 33 per day. 72% of these guest requests are completed within one hour. Also, the other hotelkit tools are popular too among the employees: There are 15 calendars in total for a range of departments and subjects in which a total of 2,276 appointments have been scheduled so far. In addition, there are around 67 handovers every month, 30 tasks which rotate on a regular cycle, numerous checklists and the handbook which serves as a comprehensive knowledge base.

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