Improving guest experience & direct revenue

GUEST EXPERIENCE

Hotel Mitland operates a mixed-use hospitality model: accommodation, restaurant, wellness, leisure activities, and meeting spaces. This creates multiple revenue streams, but also a fragmented guest journey. Mitland chose Clock as an all-in-one platform to manage reservations, check-in, and daily operations within one unified environment, improving efficiency and coordination across the hotel. Guests interact with the hotel in different ways: A business guest attending a conference A leisure guest booking a weekend stay A local visitor coming only for dinner or bowling Each of these journeys often runs in parallel, with limited connection between them.

Why it matters: Clock provides an all-in-one platform that connects guest experience, operations, and revenue management within one unified environment. This matters for two main reasons: Revenue is distributed across services, not just rooms If these services are not actively presented and easy to book, they remain underutilized. Guest experience depends on consistency across departments Delays, repeated information requests, or lack of awareness of guest preferences reduce overall satisfaction.

In practice, this leads to: Missed opportunities to sell additional services Inconsistent communication with guests Staff spending time on coordination instead of service For a hotel like Mitland, improving guest experience is directly linked to making all services visible, accessible, and easy to use throughout the stay. Clock acts as an all-in-one platform that connects guest experience, operations, and revenue management across the entire hotel.

Top 3 Core Objectives: Mitland offers multiple on-property services, but guests may not be aware of them at the right moment or may find it inconvenient to book them.

Increase Visibility: Present relevant services before and during the stay. Reduce the effort required to make a booking Ensure availability is clear and up to date
Improve Guest Communication: Guests expect straightforward processes, especially for common interactions such as check-in, requests, or reservations. Minimize waiting time and manual steps. Avoid repeated data entry or communication gaps. Provide clear, timely information.
Reduce Friction: Communication often happens across multiple channels and departments, which can lead to delays or missing information. Centralize guest communication. Ensure staff have access to relevant guest context Allow guests to request services without needing to call or visit reception

Innovators Mentioned

Hotel Mitland

Clock

Remko Engelman

[email protected]

Hotel Mitland

"Quicker service, reduced request errors, and more consistent operations, resulting in higher guest satisfaction"

Remko Engelman

[email protected]

👍 [email protected] Remko Engelman said that Clock is an all-in-one platform that enables us to run guest experience and hotel operations in one unified environment. Good developments in improvements and with a sense of what is needed in the business. Clock acts as a central all-in-one platform that supports the hotel’s day-to-day operations in one connected environment.:

"Quicker service, reduced request errors, and more consistent operations, resulting in higher guest satisfaction"

⚖️ The selection process: During their research process, Remko Engelman evaluated Clock's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Clock was the best fit solution:

[email protected] Remko Engelman said, about their decision: "Quick responses from support and service."

📈 The results: By bringing reservations, check-in, and daily operations together within a single all-in-one platform, the team is able to run its operations more efficiently, with better coordination and full visibility across the hotel. This allows the team to manage their entire workflow within one unified environment, without the need to switch between multiple systems.

The team now runs guest communication, service requests, and daily operations through a single all-in-one platform, improving efficiency and consistency across the hotel. Clock acts as a central platform that connects all guest interactions and services across the hotel.
Shorter check-in and service response times Fewer interruptions at the front desk More consistent service delivery across departments
Clock is an all-in-one platform that allows us to manage guest experience and daily operations in one unified environment, resulting in faster service and more consistent operations. This leads to Faster response to guest requests, improves guest satisfaction scores and reviews.

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