Download as PDF
-
8x Increase in Email Collection
-
Streamlined Reception Proces
-
Enhanced Guest Experience
Introduction
Astotel, a renowned collection of seventeen 3- and 4-star boutique hotels in Paris, embarked on a transformative journey with Duve, a leading provider of guest experience management solutions. With over 60 years of experience, Astotel is committed to delivering exceptional guest satisfaction through personalized service, consistently ranking among the top 10% of hotels in France on Tripadvisor and receiving high recommendations from online travel agency sites. Astotel partnered with Duve to leverage their guest experience management platform, aiming to elevate their guests’ experiences and streamline operational processes.
With Duve, our guest service has reached a new level, and we have seen an immediate benefit in our operations. With the opt-out method for collecting email addresses, we collected 8x more email addresses compared to our previous opt-in approach, allowing us to improve our post-stay marketing efforts.
Director of Strategy and Innovation
Key Challenges
- Challenges in Collecting Email Addresses: The collection of guest email addresses, particularly from Online Travel Agencies (OTAs), was a significant challenge, as these addresses were essential for post-stay marketing and guest retention.
- Crowded Reception Areas: The check-in process often led to long queues at the reception, causing guest inconvenience and detracting from their overall experience.
- Inefficient Guest Communication: Astotel struggled with efficient guest communication, resulting in numerous in-person queries at the reception, including requests for information about the hotel or nearby activities.
Duve’s Solution
As one of Duve’s first customers, Astotel found a solution to their challenges by adopting Duve’s guest experience management platform. This solution addressed their issues by:
Streamlining check-in procedures, allowing them to capture essential guest information, and unifying all management of operations across all hotels.
With the ability to view operations across all hotels, we can now make data-driven decisions to enhance our guests' stays. Duve has become an essential tool for us as we continue to prioritize exceptional guest satisfaction and hotel efficiency
Director of Strategy and Innovation
The Results
- 8x Increase in Email Collection: By transitioning from an opt-in to an opt-out method in Duve’s online check-in, Astotel achieved an 8x increase in email collection for post-stay marketing, while maintaining GDPR compliance.
- Streamlined Reception Process: Duve’s online check-in streamlined the reception process, reducing guest wait times and allowing guests to provide necessary information, including email addresses and e-signatures, before their arrival.
- Enhanced Guest Experience: Astotel implemented Duve’s digital spots in their hotels, enabling guests to access online check-in and the guest app via QR codes. This provided guests with vital room information, hotel staff contact details, facility details, and information on nearby transportation, ultimately enhancing their overall experience.
Conclusion
Astotel’s collaboration with Duve underscores the transformative power of digital solutions within the hospitality sector. By leveraging Duve’s innovative guest experience suite, Astotel not only elevated its guest experience but also achieved significant operational milestones. Their success story showcases the potential for other hoteliers to enhance guest satisfaction, streamline operations, and improve post-stay marketing efforts by partnering with Duve.
