EMA House customer story

EMA House make huge time savings with Mews

Swiss hotel/apartment hybrid saved hours every day and gave guests a better experience by cutting manual admin.

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3 hours per day saved

with channel manager integration
reservation_report

4 hours saved per week

with ready-made reports

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50% of guests use online check-in

About EMA House

EMA House is a mixture of hotel suites and serviced apartments, with six prime locations around Zurich’s city centre. All rooms benefit from hotel service, such as an e-concierge and regular housekeeping, and guests typically stay for long periods of time, a reflection of the high-quality care that EMA House provides.

Jonathan Anthamatten, General Manager at EMA House, used Mews in the previous property he worked in. He knew that they could improve the guest experience for their 60,000 annual guests by relieving pressure on staff, make big time savings through connectivity and automation, and introducing more guest-facing features.

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100% online implementation delivered on schedule

Pain

EMA House moved hospitality system during the pandemic, which would have made a traditional onsite onboarding very challenging.

Solution

As a cloud-based system, Mews provides 100% online implementation. There was no need to install software or hardware onsite, meaning that staff were able to stay safe and keep to Covid-19 travel and distancing rules.

Result

• A six week timeline was planned with the group, with the deadline comfortably met
• Weekly calls helped to keep the implementation on schedule
• Staff were able to easily learn the new system with a demo account and Mews University online training guides

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One Marketplace integration saves up to three hours daily

Pain

EMA House was using a channel manager that wasn’t integrated with their PMS. Whenever a booking was made through an OTA, a member of front office staff would manually input the entire booking into the system.

Solution

With Mews, the channel manager is fully integrated, and the reservation data is automatically transferred to the Mews platform. Staff spend no longer than five minutes double checking key information, inputting internal codes and manually allocating rooms, because the nature of their business model means that guests often request particular suites or apartments.

Result

• 5–10 minutes of front-office time saved per reservation
• Fully connected channel manager integration saves up to three hours every day
• No input mistakes due to human error

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“Mews gives you so many opportunities because you have access from everywhere. It gives you more independence in creating your day because you don’t have to physically be in your office.”

Jonathan Anthamatten
 General Manager, EMA House

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Easy to understand data insights cut time waste

Pain

Too much time was being wasted with manual reporting. The GM spent roughly an hour every morning sourcing revenue management data, while manually-run night audits meant that the system was out of use for 15 minutes every night.

Solution

Mews Business Intelligence provides clear, digestible dashboards and reports that are always readily available with live data. There is also no more need for night audits: the day automatically rolls over into the next, with editable history windows in case guests arrive late.

Result

• 50 minutes saved every day with revenue management reporting
• Zero system downtime for outdated night audits

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Guests receive better service and almost halve check in online

Pain

The large amount of manual tasks typically involved in hospitality put high amounts of stress on guest-facing staff and make it difficult for them to provide exceptional service.

Solution

The modern interface of Mews Operations combined with automation and new Online Guest Services, reduced the stress on guest-facing staff. Online check-in is particularly useful because EMA House have a lot of returning guests who are already familiar with their apartments and processes.

Result

• Almost 50% of guests use online check-in
• Staff happiness has improved, meaning guests receive a better service

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“Staff are less stressed and they’re happy to see customers. The atmosphere is much smoother now, even after only one month. It's kind of a miracle!”

Jonathan Anthamatten
General Manager, EMA House

Integration spotlight

EMA House currently use five integrations, from credit card payment processing to printer connections.

Hotel-Spider

Hotel-Spider is a distribution tool that EMA House primarily use as a channel manager. Constant two-way connectivity between Hotel-Spider and Mews hugely speeds up processes by cutting out the human middleman, which also cuts the number of manual errors.

View Hotel-Spider

Looking ahead

EMA House plan to continue embracing automated processes, enabling their staff to provide even better experiences for their guests. As Jonathan Anthamatten says: "Mews changed our operations very much already. Now our staff are rethinking processes, questioning whether all these stops on our daily list are necessary."

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