Best Western Hotel Client Story

2024-09-26 07:38 Client Stories

The client:

A hotel of the world's largest hotel chain, Best Western.

Objective:

The client frequently faced poor communication between different departments of the hotel, the maintenance service being a particularly acute issue.

💬 "Previously, the hotel's work was organized in a way that had been traditional in the industry for a long time. All requests for repairs and cleaning came directly to the receptionist, who wrote them down in a separate notebook. Every two hours, a duty officer from the technical service would go down to the reception, write down the requests, and start working on them.

This caused many problems. Firstly, information would often get lost, leading to some requests not being fulfilled. Additionally, work was done on a first-come, first-served basis, meaning urgent requests couldn't be addressed until the duty officer came down to the reception after completing previous tasks," says Alla, the manager of the Best Western hotel.

Once the problem became apparent and began to directly affect the quality of customer service provided by the hotel, Alla and her team started searching for a digital solution that could fundamentally redesign the hotel's maintenance & housekeeping management.

Solution:

A year ago, the Russian Manchester Hotel chose Hoop as their HR management service.

💬 "The launch was not easy. Many staff members had a hard time adapting to the new tool. Like with anything unfamiliar, the service faced resistance. We used a little trick – we told the staff that they would test the service for one month. After that, if the majority of the team voted against it, we would not integrate the system into our work routine.

After one month, everyone unanimously supported the idea of working with Hoop. They appreciated the convenience, adapted to it, and simply got used to this communication format," adds Alla.

Result:

As a result of implementing Hoop, the hotel has reduced the time it takes to fulfill requests, resolved internal conflicts between employees thanks to improved communication, and increased staff efficiency by properly prioritizing tasks (the manager can see all this data in reports within the system). Both the hotel management team and the employees themselves have recognized the positive effect.