Palmers Lodge embraces Mews Hospitality Cloud
London hostel chain cuts losses, improves revenue and boosts guest and staff happiness.
saved in lost revenue
Up to £6,000
year on year RevPAB increase
above market average
per week saved
through payment automation
Receptionists at Palmers Lodge were struggling to provide good hospitality, not because they weren’t capable, but because too much of their time had to be spent on transactional questions and tasks.
Mews has enabled Palmers Lodge to automate many manual tasks and staff can now properly engage with guests and build a rapport. Genuine connections are created and team members often stay for drinks with guests at the end of shifts fostering a lively, positive culture for the hostel.
• Faster for staff to make changes to reservations
• Increased face-to-face time with guests
• 16hrs per week saved thanks to payment automation
• 12% of guests check in online
Staff at Palmers Lodge had a mentality of 'that's just the way it is' when it came to using technology in each of the properties. Their hands felt tied about process improvements and manual tasks.
Across the Palmers Lodge team, they've adopted the Mews philosophy of looking at everything differently. The business no disregards existing methods and interrogates problems to find an effective solution, creating an environment of continuous improvement.
• A complete culture change
• A feeling that the possibilities are endless
• Staff can focus on guests, not admin
Palmers Lodge uses 15 integrations, from upselling to personalized guides for guests.
Through the use of Mews, Palmers Lodge has been able to maximize revenue across the entire business. In addition, removing manual and time-consuming tasks away from staff members has unlocked a renewed sense of energy and purpose to the team who now believe the possibilities are endless when it comes to optimizing both how they work, and how the business operates.
In the future, Palmers Lodge will look to leverage more integrations, understand how to streamline more processes to free up time, and become more insights-driven with the data they now have at their finger tips.
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