Family-run German brand with a portfolio of 18 apartment hotels has improved its guest and staff experience through the digitalisation of operations and hotel management.
It has selected property management system provider SIHOT to make operational savings and improve the guest journey, from arrival through to in-room and post-stay experiences.
With guest expectations rising, Living Hotels needed to release its teams from administration to prioritise the needs of guests.
Looking for accessible and user friendly systems for guests while improving efficiency and resource management for staff, Living Hotels chose a selection of SIHOT solutions including SIHOT.PRE and POST-STAY to automatically send pre-arrival and post-stay guest emails with upsell promotions and offers; SIHOT.KIOSK self-service check-in and check-out terminal (currently installed at Living Hotels Frankfurt and Soulmate Garching); and, SIHOT.GO! – a guest mobile app to manage reservations, check-in, service requests, and access hotel information (currently running in the Frankfurt property).
Living Hotels has integrated in-room controls for temperature and lighting, a website chatbot to handle 24/7 guest enquiries and DocuSign to streamline agreements with business partners.
Marc Becker, EDV administrator of Derag Living Hotels, said: “By automating all these interactions, we’ve saved huge amounts of time and even removed a lot of duplicate work our teams were doing. There’s much less pressure on our check-in/out teams now.
“Our teams are more responsive to guests, and our guests are showing a higher level of satisfaction.
“SIHOT has digitalised our operations and hotel management while elevating the stay experience and reducing pressure on our teams.”
Carsten Wernet, chief executive of SIHOT, said: “Living Hotels is committed to providing a seamless hospitality experience to its guests, and the team recognises the importance of planning and research before action to meet the objectives and needs of the business.
“By understanding guests to identify their requirements, we have been able to develop the digitalisation capabilities of their properties by augmenting the existing tech stack.”
Living Hotels plan to implement SIHOT.KIOSK and SIHOT.GO! in all properties, as well as introduce SIHOT.MOBILE.
