Pentahotel Client Story

2024-02-02 07:35 Client Stories

This story emphasises how important it's for the hotel industry to embrace new solutions and remain flexible towards guests. Our product, Hotel Revenue Growth Service, was born out of this philosophy and has already generated significant profits for the hotels that have adopted it.

Hoop, an e-menu for booking and selling hotel services, has been on the market since this autumn and is already proving to be a lucrative asset for hotels that have implemented it.

Here's how it works: guests can conveniently access the digital menu from their room using a QR code. They can browse through the restaurants' menus with enticing images, place orders with just two clicks, and use other hotel services. This in-room service is in high demand, however, developing an excellent product is only the first step. In this article, we discuss our experience with the Hoop implementation.

Where it all began

You have a product that is ready and there's demand for it, but how do you bring it to life? This was the question the Hoop IT product development team faced. We recognised the need for a digital menu with robust functionality in hotels and proposed the idea to our existing customers. So, we approached Anastasia, Operations Director of one of the Pentahotel chain hotels, who was happy to get involved.

💬Anastasia, Operations Director of Pentahotel hotel, expressed her enthusiasm: "At the time, I was planning to develop an internal loyalty programme, but when the team suggested this innovative product, it sparked our interest even more. As I already had experience with Hoop, I was convinced of their capabilities, so the decision to launch the new product was an easy one."

Preparations for the launch and first orders

The first step was to introduce the product, outline the objectives, identify the project stakeholders, and discuss the financial arrangements. Speaking of finance: Hoop is free; we only take a percentage of sales. The hotel bears no risk if things don't go as planned.

Next, we looked at the specifics of the hotel, analysing its positioning, design, and menu. Then we proposed visual ideas and designed customised QR codes for each room.

💬Anastasia noted: "Our restaurant menus were minimalist, in line with the brand standards. They were black and white with no images. The challenge was to entice guests with appetising images and get them to look further and order quickly. Once Hoop received authorisation to use QR codes, it exceeded all expectations".

At the same time, the technical team started the integration work. Hoop's Hotel Revenue Growth Service integrates seamlessly with Hoop's Personnel Management System, creating a unified ecosystem. As a result, all orders from the Hotel Revenue Growth Service are automatically forwarded to the Personnel Management System, where they're processed immediately. In addition, we have set up a Telegram chat for order duplication.

We then sent our designer on a tour of the hotel to determine the optimal placement of the QR code so that guests could easily access the app and place orders.

💬Tim, Hoop's Head of Development, commented: "The whole process took just one day. Shortly after arriving at the hotel, we presented Anastasia with various layout options for QR code placements, including images, colour schemes, and fonts."

💬Anastasia added: "The team carefully customised QR codes according to our specifications, adhering to all the brand standards set out in the brand book. They even suggested placing a wooden tent card in each room to emphasise our hotel's loft-style architecture and focus on sustainability, showing the team's commitment to our business."

The final step was to set the launch date. Once all the technical aspects were finalised, we waited for the first orders.

💬Tim recalled: "I was present at the hotel on the launch day, as this is a critical phase for us. As soon as the reception staff informed the guests about the QR codes and the digital menu and the first orders came in, I knew the launch was a success."

However, there were some challenges along the way

💬Jan, CPO and co-founder of Hoop, recounted an incident during his stay at the hotel. "I was one of the first customers and arrived incognito. Within a few minutes, I encountered a small problem. The kitchen closed at 23:00, and the restaurant gave a 30-minute warning.

Unfortunately, I didn't check in until 11.30 pm, hungry and tired from my flight. I quickly ordered my dinner via Hoop, only to realise the kitchen had already closed when I sent it off at 111:05 pm So, I missed my dinner and settled for nachos before turning in for the night. This experience made me realise how important it is to take guests' needs into account. That's why we introduced a timer that informs guests of the time remaining to place an order.

In just two months, Pentahotel received more than a thousand orders through Hoop, without any financial investment from the hotel.

💬Anastasia commented: "It has been a big success! Every day we see a growing number of room service orders and receive positive feedback from guests about the convenience of the app.

COVID-19 has reshaped the way we interact with others. When ordering food from your room, you often want minimal interaction. Hoop simplifies the ordering process with its QR code menus and appealing visuals. Guests appreciate the convenience of ordering online, and with our excellent product, why should they rely on third-party suppliers? We still take call-in orders, but most orders are now placed via Hoop, reflecting the changing preferences of guests.

There are similar products on the market, but what sets this team apart is their responsiveness. When I encounter problems or express discomfort, the team takes care of it within seconds. Their remarkable speed and professionalism are unrivaled."

Summary

The success at Pentahotel Arbat is just the beginning. We're continuing to roll out Hoop in other hotels. Reflecting on our journey, we have learnt that a successful launch requires not only a compelling product but also convincing customers to give it a try and seeing mistakes as learning opportunities. Above all, putting together a dynamic, innovative team is a guarantee for the success of any endeavour.