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Customer success story – Ibis Tallinn Center

Madis Laid – General Manager

“GuestJoy has enabled us to personalise our service, increase ancillary revenue and save tremendous amounts of time in one go.”

About Ibis Tallinn Center

The modern Ibis Tallinn Centre offers 190 rooms conveniently close to Tallinn’s business, cultural, entertainment and shopping districts. From here, guests can take a short walk to the world-famous UNESCO-listed old town known for its medieval churches, museums and art galleries. Retail centres, business hubs and the old harbour are also close by, making it the ideal hotel for both work and leisure travel.

We recently sat down for a chat with Madis Laid who has led the property as General Manager since late 2018. He revealed how the team at ibis Tallinn Center has been using GuestJoy to scale digital guest communication, reduce the staff’s workload, improve the guest experience and skyrocket incremental revenue. 

Digital communication throughout the entire guest journey

In the past, the only chance we had to interact with most guests was during arrival or while they were in-house. We weren’t able to reach out to everyone individually pre- or post-stay because we didn’t have the resources for that. 

GuestJoy allows us to fully automate our guest communication at every stage of the guest journey.

Now we can connect with all travellers and build a relationship before they set foot in the door.

While they’re in-house, we can check how they’re doing and offer extra services. After check-out, we stay in touch and plant the idea of a future stay with us. The best thing is that this works with both direct bookers and OTA guests. 

Targeted information for a personalised stay experience

Sharing relevant information with our guests has become much easier with GuestJoy. Our pre-arrival messages include all the information they need to plan their stay. This automated digital approach was especially useful during the pandemic when we needed to share detailed information about health and safety guidelines with all travellers.

On top of that, we share offers for add-on services that can make their trip more memorable. The platform’s segmentation tool helps us personalise these offers and ensure guests only receive relevant suggestions. This works much better than the posters and flyers we used to rely on, and it saves vast amounts of paper. 

Increased efficiency every step of the way

GuestJoy saves us a lot of time in day-to-day operations. It integrates seamlessly with our PMS, so we can offer guests the chance to fill out their registration cards and check in online. When they arrive, they only need to pick up their key.

That has taken our average check-in time down from six to two minutes per guest.

Considering how many travellers we welcome every day, that’s a massive time saver. It also frees up our staff to engage more with guests who need assistance or simply prefer to check-in at the front desk. 

Sharing hotel information and promotions with guests pre-arrival has made a big difference, too. Now, travellers browse our messages while they’re on their way here. When they check-in, they already have all the information they need. This means the reception gets fewer calls about opening hours, restaurant reservations, etc. Guests can even book their early check-in or Champagne in the room via GuestJoy. All this increases the convenience for travellers and reduces the workload for our team. 

Thanks to GuestJoy our capture rate at the restaurant has increased by at least 10% and our ancillary revenue from service add-ons is up by 600%

Our capture rate at the restaurant has increased by at least 10% since we implemented GuestJoy. Of course, this also means extra revenue in our F&B department. Ancillary revenue from options like wine or chocolate in the room, early check-in or late departure is up 600%. It’s just so quick and easy for guests to book these extras via the system.

This would not be possible without GuestJoy. Our front desk team simply wouldn’t be able to offer these add-ons to so many travellers in person. These results also mean that GuestJoy has a great ROI and more than pays for itself with the extra revenue it generates. 

A remarkable increase in online reviews and ranking

Apart from informing guests about our services or special offers, we also use GuestJoy to communicate with guests after their stay. The platform automatically sends a message asking guests to share their feedback and leave public reviews. GuestJoy’s direct connection to TripAdvisor makes this extremely easy for travellers. As a result, we receive 20% more reviews than in the past. Combined with the more personalised service we provide now, this has taken us from 27th to 8th place on TripAdvisor among hotels in Tallinn

Quick set-up and easy maintenance

Everything about GuestJoy is efficient. The set-up was smooth and only took us about half a day. It was a simple process, and we were able to quickly customise our guest messages and set segmentation rules. Taking advantage of the many pre-built packages and offers the system comes with also sped things up. 

Managing GuestJoy is easy, too, even with a small team. The front office staff usually spends a few minutes a day checking new arrivals. Once a week they take around thirty minutes to update messages with new offers and I check the latest reports. Other than that, everything runs in the background. 

Their team’s attitude towards customer service proves that we’ve chosen the right partner

Customer support is another one of GuestJoy’s strong suits. Whenever we have a question or an issue, they’re quick to respond and provide a solution. But it goes beyond that. There were some features we couldn’t fully take advantage of at our property. In those cases, we shared suggestions for updates that would work better for our hotel. GuestJoy’s team was always keen to listen and find ways to implement our feedback. This attitude proves that we’ve chosen the right partner. It shows that they’re always working to further improve their product and service. 

A like-minded, innovative partner

In GuestJoy we found a partner who shares our desire to grow and move forward. Since we began working with them, they’ve added many new features that further improve their platform and expand its capabilities. I appreciate that because our guests and the industry itself are constantly evolving. You need like-minded partners who understand this if you want to be successful in this competitive environment. 

A word to fellow hoteliers

When considering a guest experience platform, I recommend looking at how you’re currently communicating with guests. Is it hard to connect with them and share relevant information? Are travellers spending more time looking for information than they are enjoying the hotel’s facilities? For most properties that’s the case. This means it’s high time to start working with a tool like GuestJoy – yesterday would be best. 

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