“The hotelkit team helped us analyze our existing guest service processes to implement them optimally in a digital way.”
Elisabeth Perwanger
General Manager
Steigenberger Hotel Herrenhof Vienna
Challenge
Miscommunication and Time Loss
Before introducing hotelkit, internal communication at the Steigenberger Hotel Herrenhof was dominated by manual processes. Coordinating guest requests via phone often led to misunderstandings and delays. Information was documented manually, making it difficult to maintain oversight and leading to unclear responsibilities — the typical “no one was responsible” scenario. The Front Office Manager had limited ways to communicate efficiently and in real-time with the team, further complicating daily operations.
Solution
Transparent Handovers
The implementation of hotelkit was fast and effective: the test phase was completed within just 37 days. The number of users quickly grew from 20 to 32, and departments like Convention Sales were also integrated. Transparent communication, digital handovers, and a participative rollout ensured wide employee acceptance. Regular usage analysis and ongoing feedback led to continuous improvement and seamless adoption across teams.
Result
Faster Guest Request Handling
Since using hotelkit, internal communication has become more structured and transparent. All shift handovers and updates are documented digitally, keeping everyone informed and aligned. This has been especially valuable in shift operations.
A key benefit is the handling of guest requests: approximately 75% of all requests are now resolved within 30 minutes. Additionally, the data recorded in hotelkit allows management to identify peak times and optimize staffing, ensuring even better guest service.
