BIG MAMA Hotels makes big improvements through Mews
The German hotel group saved huge amounts of time, boosted revenue, and improved the guest journey
saved through automation
increase in direct bookings
through Marketplace app
Prior to Mews, performing manual tasks for reservation modifications was the biggest time drain for staff. Every booking had to be modified, adding city tax, notes, and other changes directly into the system, which would take four or five hours out of an eight-hour shift.
Thanks to automation, this wasted time has been cut dramatically: during a typical shift, time checking and amending reservations now cumulatively takes between 30–60 minutes – something that used to take hours. Because of this, staff are less stressed, have more time to engage with guests, and can focus on bringing in more reservations.
• Saved 20 hours per week, per reservations team member
• Took more telephone and group bookings due to better staff availability
• Saved money by transferring team member to bar staff
Previously, slow software and manual data gathering meant that check-in times would take between 5–10 minutes.
With Mews’ online check-in, all the front desk staff need to do is sign in the guest when the arrive, as this is a legal requirement in Germany. It takes as little as 10 seconds using an iPad, which staff also use to instantly scan passports if the guest hasn’t checked in online. Prior to arrival, guests receive a link in their booking confirmation from which they can directly message the hotel. Messages can be answered easily from within Mews, allowing BIG MAMA to promptly respond to any requests and build a positive relationship at a much earlier stage.
• Cut check-in time by 97% through online check-ins
• 30% of guests use online check-in
Before Mews, all direct bookings in Berlin were done though email and phone, whereas in Leipzig there was an existing booking system.
BIG MAMA Hotels experienced a huge increase in direct bookings with Mews Booking Engine, which is simple, intuitive and designed to maximize conversion. It sits within the website itself so there is no need to be redirected to another page.
• 40% increase in direct bookings in Berlin
• 20% increase in direct bookings in Leipzig
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