Eilert Smith Hotel customer story

Eilert Smith Hotel's luxury offering is enhanced by Mews

This boutique hotel in Norway uses Mews to create personalized guest experiences while making operations far easier and smoother.

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Smarter

revenue optimization through integrated guest data

Increased

payment security and PCI compliance

Easy

access to guest profiles for the entire team

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"Mews has an incredibly easy setup, making onboarding a breeze. It's made a huge difference in how we work, saving us time and effort every day." 

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More efficiency and better team communication

Challenge

Eilert Smith Hotel aimed to improve internal communication by ensuring staff could effortlessly access guest preferences and view each other's tasks.

Solution

Through Mews, Eilert Smith has access to robust CRM capabilities, including comprehensive guest profiles for each reservation. Managing tasks for room maintenance, concierge requests and housekeeping through Mews ensures smooth coordination across departments. The team finds the system very user-friendly, and this straightforward communication leads to significant time savings and improved efficiency - no more tasks left on 'seen'.

Result

  • Time saved on guest profile management and internal communication
  • Increased staff efficiency in handling guest requests

"Now I have a much more efficient team. Mews has helped us improve communication and better understand the needs of our guests, which has made all the difference."

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Leaving manual and unsecure payments behind

Challenge

Before Mews, Eilert Smith struggled with payment processes. Their previous system didn't accept payments, so they had to be handled manually.

Solution

Mews Payments automates and simplifies the payment process by tokenizing credit cards for secure transactions. The team can easily charge any extras, such as restaurant bills, without needing the card to be presented again. Payment requests via invoices are highly convenient for guests, while for the team, they enable fast reconciliation and collection. Mews also facilitates pre-authorization, protecting the hotel from fraudulent bookings. Additionally, guests can pay using Apple Wallet or Google Pay, further enhancing convenience.

Result

  • Increased payment security and PCI compliance
  • Seamless transaction process for both guests and the hotel
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"The payment process is wonderful. It protects us from fraudulent bookings, which seriously threaten our occupancy and revenue as a small hotel with limited capacity." 

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Personalized guest experience powered by Mews

Challenge

With 70% of their guests being international, Eilert Smith wanted a way to offer a more personalized experience. Their previous system didn't allow them to track whether a guest was staying for the first time or returning.

Solution

Mews enables Eilert Smith to consolidate all guest preferences into a single, easily accessible profile. A comprehensive view of each guest allows for personalization and revenue optimization through targeted offerings. Merging guest profiles across different touchpoints ensures a seamless experience from check-in to check-out while tracking total guest revenue (TRevPAR). Exceptional service helps expand their customer base, as satisfied guests recommend them. They are also members of various loyalty programs, all of which integrate effortlessly with Mews.

Result

  • Enhanced guest loyalty through personalized experiences
  • Smarter revenue optimization through integrated guest data 
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"Personalizing each guest experience has never been easier. Mews helps us track everything down to specific pillow preferences and ensures we deliver the best stay every time."

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Reimagining hotel space management

Challenge

Eilert's Residence, the hotel's most exclusive penthouse suite, offers a spectacular panoramic view over Stavanger. As a premier venue for high-end meetings and gatherings, Eilert Smith sought a seamless way to organize these events.

Solution

Mews Spaces allows Eilert Smith to manage meetings and special events in the same way they manage room bookings. The system helps coordinate services, tasks and room setups for events, simplifying the booking process. With Mews, they can also easily add services like personalized tours to the guest's bill, improving the overall guest experience and internal workflows.

Result

  • Simplified event and meeting room management
  • Better coordination between teams for event planning and execution 
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"Mews keeps everyone on the team in the loop. When housekeeping sees guests heading out, they can wish them a great day on their tour, and guests always appreciate the thoughtful, personalized touch."

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Looking ahead

Eilert Smith is preparing to open a luxury estate in central Norway. With only 7 rooms available for exclusive buyouts, they will continue to use Mews for its efficient billing process and task management.

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Integration spotlight

Synxis

SynXis is a leading inventory and reservations management solution that allows Eilert Smith Hotel to easily set up and manage their tailored distribution strategy. The two-way integration with Mews means that reservations, rate updates and room inventory are always up to date with no need for manual imports between the two platforms.

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