How to run a hotel with less staff
Hotels are increasingly turning to digital solutions to improve the guest experience, but's not just the guest who benefits.
We're currently experiencing a surge in enquiries from independent owner-operated properties. In many cases, these owner-operators are not traditional hoteliers. What they have in common is that they recognise the possibilities that tech offers, which means that whatever they might lack in industry experience can be covered by choosing the right systems.
This week Journey Makr talks to Pierre Gredel, sole operator of The BLUE Hotel Bondi, about how he manages to run it single-handed.
JM: What is your biggest challenge running a digital hotel solo?
Pierre Gedel: In a word, planning. Everything is about anticipating variations in the guest’s journey, ensuring that we're up to date with any changes, and planning ahead when I am not on site. This is more important than ever as we're in the process of re-opening the hotel after lockdown, as well as bringing the final 12 rooms online. The digital journey that we have created is flawless if the anticipated path is taken, however if a guest changes direction I need to be on my toes!
JM: How does it work physically? Do you live onsite? What happens when a problem arises after hours or on your days off?
Pierre Gredel: I can manage the hotel by myself because of the systems we have in place. I don't live on site, but I currently work 5 days a week and I have my mobile in my hand at all times. On days off or when I take leave, I hand over to another BLUE team legend so there is always one person on call and the rest happens digitally. The BLUE is the first fully digital hotel in Australia and that's exciting for guests; it's a new experience for them. Check-in is fuss-free and contactless, and we email a digital key on the day of arrival so guests can access their room with no waiting.
In practical terms, my days off are planned well ahead. I review the upcoming arrivals and ensure everything is in place, then the hotel runs on auto-pilot. Housekeeping is outsourced, so it is critical that we have a seamless operation with great communication between ourselves, our housekeeping partners and our guests. That would not be possible without GOKI, which has been invaluable. We use it as an instant messaging tool to communicate with guests pre-arrival, during their stay and even after they leave. It means they can reach us directly at any time if they need us.
JM: Do guests find it strange not to talk to you or meet you in person?
Pierre Gedel: I've found that GOKI's real time interactions translate to more meaningful communication and a deeper collaboration between myself and the guests, and this continues seamlessly when I hand over to my colleague.
JM: What are your main tasks in operating the hotel?
Pierre Gedel: My role is to focus on guest experience. I do this by letting guests know in advance that we are a digital hotel, so expectations are managed in advance. They're excited; it's new and it saves them a lot of time doing things like checking in and out, letting them focus on enjoying their stay in Bondi. Being digital also gives us the tools to customise their experience.
JM: Can you tell us how you customise their experience?
Pierre Gedel: Our system records each guest’s arrival time, so if I have a guest arriving late after a long journey, I can make sure that they are not sitting in their room hungry, wondering where to order from. That's where our Staylist comes in. For those who don't know, a Staylist is a digital guide book created uniquely for us by Journey Makr. It's full of The BLUE's local tips, the best places to eat and drink, our favourite bars, events that are on, that sort of thing. We share it freely with everybody who stays with us, usually a few days before they arrive so they have the chance to book ahead if something particularly appeals to them. As well as boosting guest enjoyment of the vicinity, it has a practical side too. For example, a guest arriving late and hungry will know what's still open nearby.
Our Staylist essentially takes the job of the concierge to the next level by curating local experiences, amenities and services, under our own branding. It not only improves the guest experience and saves us time and staff, it also makes us a welcome contributor to the local community.
JM: What is your ultimate goal for THE BLUE?
Pierre Gedel: To be able to operate The BLUE remotely from anywhere in the world without any issues, creating the most amazing experiences for our guests.
Article by Nicole Sideris
Chief Customer Officer
Journey Makr
LinkedIn
Nicole is an entrepreneur and dynamic hospitality professional with an eye on the future. She advises hotels on how to digitalise their processes, integrate new technology, use innovations strategically, and transform their business model.
Nicole joined Journey Makr after 20+ years as Group General Manager for brands such as Stamford Hotels & Resorts, Art Series, AHotels and Accor.
