Hotel Caribe by Faranda Grand in Cartagena, Colombia, a member of Radisson Individuals, has partnered with Guesthub, a web-based guest experience management solution that facilitates everything guests may need from reservation to review without the need to download an app.
“Delivering a frictionless and memorable guest experience at Hotel Caribe is of the utmost importance,” Faranda Worldwide Hotels CEO Celso Fernandez said in a statement. “We were looking for an automated way to monitor requests and conduct service area inspections to deliver an exceptional stay. An industry colleague told me about the operational efficiencies his hotel achieved with Guesthub, so we gave it a try.
“Immediately we saw a vast improvement in service optimization,” he said. “The tool is enabling our staff to interact directly with guests and respond quickly to their requests by communicating their needs with the relevant operations team leaders. Guesthub has proven to be a great investment. It is helping in the early detection of non-conformities or service shortcomings and solving problems before a complaint is filed by the guest. Better yet, Guesthub is helping us in our sustainability efforts since the digital tool is paperless. Overall, we are extremely happy as the tools is helping us achieve our guest satisfaction goals.”
The hotel also is using the Guesthub solution to streamline the roomservice process and eliminate the need for staff to take orders by phone. Guests will be able to use their mobile devices to order from a web-based menu complete with detailed descriptions and photos.
Package tracking is another service feature of Guesthub that is being used by the hotel. When a package arrives, a QR code or barcode label is scanned by staff and the parcel tracking number is automatically uploaded into Guesthub. Simultaneously, Guesthub records which employee is logging the package into the app, along with the day and time the item was entered into the system. Then, by entering the first three letters of the recipient’s last name, Guesthub is populated with complete guest information through its integration with the hotel’s property-management system. The location of the package—where it is stored, including room, shelf, or rack location—is also entered. To retrieve a package, a guest shows ID and provides a signature.