Client Introduction
Located near Copenhagen, Scandic Glostrup is a stylish and colorful hotel with a Nordic design. Popular among business guests, it boasts 120 rooms and operates from Monday to Sunday.
Working at a hotel reception can present unexpected challenges that require quick solutions. To handle these situations effectively, it's essential to adopt a proactive problem-solving approach, which can save both time and effort.
Recognizing the significance of having well-prepared employees, Scandic Glostrup initiated a 4-month pilot project aimed at improving the information flow at the reception and ensuring that employees start their shifts well-informed, thereby fostering a proactive problem-solving approach.
Scandic Glostrup collaborated with Syncdesk, who provided the software to streamline communication, along with support and guidance. Through this cooperation, Scandic Glostrup aimed to optimize shift-to-shift operations and enhance overall efficiency.
Hear from the Front Office Manager, Javier Martinez, about this journey in the video below.
The challenges faced
Before starting the pilot project, Scandic Glostrup primarily relied on an Excel template to manage communication between shifts within the reception team. This involved organizing information from a fast-paced environment in a rigid tool, leading to cluttered information and a tendency for receptionists to skip the handover due to the poor quality of information.
Recognizing the untapped potential in improving the handover process, Javier decided to implement a new approach with the support of the Syncdesk team. The main objective was to create a system that offered an intuitive overview and structured procedure for shift handovers. The ultimate goal was to empower employees to become more proactive and prevent misunderstandings and lost information.
Selecting Syncdesk: Tailored for the industry
As a specialized solution tailored for the hospitality industry, Syncdesk proved to be an ideal fit for addressing Scandic Glostrup's challenges. Developed in collaboration with hospitality industry managers and receptionists, and drawing from personal experience in hotel reception operations, the design and solution were closely aligned with Scandic Glostrup's workflow.
The cloud-based nature of the system ensured accessibility from anywhere and at any time, granting receptionists the ability to access the platform on the fly and keeping managers constantly informed about relevant matters.
Furthermore, the system's straightforward and intuitive interface facilitated rapid adoption and implementation among the team.
Results and outcomes
With Syncdesk, Scandic Glostrup managed to obtain seamless day-to-day operations. By leveraging the platform to record and track important information, they were able to streamline their communication processes and effectively address critical tasks. The primary outcomes gained were:
Increased efficiency and productivity
The pilot project at Scandic Glostrup yielded significant improvements in efficiency and productivity. With the platform and structured handover procedures in place, employees experienced a smoother transition between shifts.
The streamlined communication process enabled quick access to crucial information, leading to faster response times and enhanced problem-solving capabilities. As a result, over 98% of inquiries were efficiently resolved, ensuring exceptional service delivery.
Improved service deliverability
The improvements in shift-to-shift communication at Scandic Glostrup had a direct impact on guest satisfaction. With over 50% of employees feeling better informed and prepared at the start of each shift, guests enjoyed a more personalized and efficient level of service. By accessing guest information and staying updated on ongoing issues, staff members were able to meet individual needs, resulting in the creation of 5-star guest experiences. As a result, most receptionists expressed increased confidence in their ability to provide improved service to guests after the implementation of Syncdesk.
Minimal training requirements,
The user-friendly and intuitive interface reduced the need for extensive training. Employees found it easy to navigate the system and access relevant information. The module's mobile compatibility ensured that staff remained connected and well-informed even when away from their workstations, fostering a more engaged and efficient workforce. Within a span of fewer than two months, the team was fully onboarded, paving the way for a continuous onboarding process for new employees.
Conclusion: Improved shift-to-shift communication
Following the 4-month pilot project, Scandic Glostrup achieved a notable improvement in shift-to-shift communication and a transformative enhancement in the handover process. This resulted in a more well-prepared workforce at the beginning of shifts. With the implementation, receptionists began to take the handover process more seriously and engaged actively with their tasks and inquiries.
The streamlined overview, organized with information grouped into categories, ensured that the solution was easily accessible and user-friendly for the team.
The success of Scandic Glostrup's pilot project demonstrates the transformative effects of integrating innovative solutions to address information clutter and improve operational efficiency. The findings underscore the importance of streamlining communication processes, simplifying information access, and implementing a structured handover procedure. By empowering employees with the right tools and information, hotels can optimize their operations, enhance employee productivity, and deliver personalized and efficient service to guests.
Read more customer stories