Client introduction

Get to know the team at Skt. Petri and discover how they effectively eliminated information clutter using Syncdesk.

Skt. Petri is a 5-star hotel located in the center of Copenhagen. Originally an old department store, the hotel's current focus is on delivering laid-back luxury experiences.

Operating a luxury hotel comes with high expectations from guests. To meet these expectations, seamless operational communication is essential within the hotel, across departments, and during shifts. Simply put, information and tasks cannot be overlooked at a property like Skt. Petri.

Recognizing the importance of streamlined knowledge sharing at the front desk, the management at Skt. Petri identified an opportunity to improve hotel operations by integrating Syncdesk and streamlining daily communication. In this case study, we will examine how Skt. Petri addressed the information clutter associated with makeshift tools, significantly improved transparency in their case handling, and ensured seamless communication between the reception, concierge, and guest relations departments.

Discover what employees at Skt. Petri thinks of Syncdesk, from receptionists to duty managers.

The challenges faced

Skt. Petri used to structure their daily operational communication in a Word document accessible from the reception and concierge computers. The document was divided into different sections, but the lack of structure and the inability to follow up quickly resulted in information clutter during the busy workday at the reception. This, in turn, led to missed information and overlooked tasks.

The team often found that the document could exceed 10 pages in length, making it unclear which tasks were resolved and when certain information was relevant. This created an unnecessary workload for duty managers who had to clean up the information clutter, taking valuable time away from operational tasks and creating of memorable guest experiences. Consequently, Skt. Petri decided to move away from the Word document, where information quickly became cluttered, and instead, implemented Syncdesk.

Reason for selecting Syncdesk

With high expectations from guests, Skt. Petri implemented Syncdesk to align the hotel's strategy of providing laid-back luxury experiences with how the team operated and communicated at the front.

Ensuring that hotel departments could communicate seamlessly and making it easier for staff to handle inquiries more efficiently and with higher quality became the main priorities for the management team.

The interaction between receptionists, concierge, and guest relations became especially important in ensuring high-quality guest service at all touchpoints throughout the guest journey, both digital and physical.

These focus areas, aimed at better-informed employees with easier access to relevant information, should result in smoother operations and improved service standards for the luxury hotel based in Copenhagen.

Results and outcomes

It can be quickly concluded that Syncdesk was an excellent fit for Skt. Petri. Thanks to its user-friendly interface, the team became confident in using the solution in under two months, and internal communication among departments started to flow considerably more smoothly. After implementing Syncdesk, guest touchpoints have become more coherent. Employees now have better insights into case handling transparency, leading to faster and higher-quality case resolutions. Furthermore, all manual processes have been replaced by the dynamic structure of Syncdesk, allowing the staff more time to focus on providing a superior guest experience.

1. Coherent touchpoints with guests

The interaction between departments proved to be a significant advantage in ensuring that touchpoints with guests, both digitally and physically, are noted, structured and shared among team members. This ensures that employees have easy access to relevant information, enabling them to provide a coherent guest service and exceed guest expectations.

2. Transparent case handling

Offering a clear overview of information and tasks with user-friendly filtering options, the task module in Syncdesk has proven to be exceptionally valuable. It eliminates information clutter, allowing the team to concentrate on unresolved tasks. With the ability to easily record updates and follow-ups, the Skt. Petri's team has the information they need to address inquiries effectively and track the progress of each case. This leads to quicker case resolutions and improved response quality.

3. Manual processes eliminated

As a dedicated solution for organizing daily operational communication at the front desk, Syncdesk has eliminated the time-consuming and manual processes of sorting out information clutter in the Word document. Information and tasks are now structured in a dynamic view, allowing the team to access relevant information quickly when needed.

Conclusion: Culminating benefits of Syncdesk at Skt. Petri

In summary, the adoption of Syncdesk at Skt. Petri has yielded remarkable improvements in various facets of the hotel's operations. The user-friendly interface allowed the team to quickly gain confidence in the system, leading to smoother internal communication among departments. This has resulted in more coherent touchpoints with guests, both digitally and physically, enhancing the overall guest experience.

The platform's transparent case-handling features, such as clear task overviews and user-friendly filters, have eliminated information clutter, leading to faster case resolution and improved response quality. Additionally, Syncdesk has eliminated time-consuming manual processes, providing a dynamic structure for daily operational communication. This newfound efficiency has afforded the staff more time to focus on guest-related matters and other strategic activities. In essence, Syncdesk has proven to be a highly effective and transformative solution for Skt. Petri, improving guest service and operational effectiveness.