Answering Every Call and Eliminating Lobby Lines at The Gale Miami

OPERATIONS

The Gale Miami Hotel & Residences, a 350-key lifestyle property in downtown Miami, replaced paper registration cards with Canary. Check-in now takes seconds instead of minutes, lobby lines are gone even on big event nights, and AI answers calls and texts in guests\u2019 own languages.

Why it matters: After its previous digital registration provider was phased out, the hotel went back to paper, frustrating staff and guests and creating long lobby lines. Canary digitized the full guest journey and consolidated guest messaging that had been coming from three different systems.

The Gale Miami uses Canary\u2019s Mobile Check-In so guests complete registration before arrival, Tablet Registration to add check-in stations in the lobby during busy periods, AI Guest Messaging as its single guest communication channel, and AI Voice to answer calls with a conversational greeting in multiple languages instead of a phone menu.

Top 3 Core Objectives: The Gale Miami wanted to replace paper registration with a modern check-in experience, keep the lobby clear during peak events, simplify guest communication and modernize how it answers calls.

Replace paper registration: After its previous digital registration product was phased out, the hotel returned to paper cards, frustrating staff and guests and causing long lobby lines.
Handle event-night demand: Major events in downtown Miami bring busy arrival periods that can overwhelm a fixed front desk.
Simplify guest communication: Guests received updates from the hotel app, PMS and RMS at different times, and calls were routed through a standard \u201cpress 1, press 2\u201d phone menu.

Innovators Mentioned

The Gale Miami Hotel & Residences

Canary Technologies

Seth Wasserman

VP of Information Technology

The Gale Miami Hotel & Residences

"It’s great for when we’re so busy, like if there are major events in the area. It’s so easy to scale up and down. Whether we have two, four or eight people at the front desk, we never end up with a lobby line."

Seth Wasserman

VP of Information Technology

👍 VP of Information Technology Seth Wasserman said that Canary’s Tablet Registration lets The Gale Miami scale check-in so there’s never a lobby line, even on event nights.:

"It’s great for when we’re so busy, like if there are major events in the area. It’s so easy to scale up and down. Whether we have two, four or eight people at the front desk, we never end up with a lobby line."

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

VP of Information Technology Seth Wasserman said, about their decision: "We can’t have guests getting texts from multiple systems all the time. So we made a decision to only use one, which was Canary."

📈 The results: With Canary, The Gale Miami completes check-in in seconds instead of minutes, avoids lobby lines even during major events, communicates with guests through a single channel, and answers calls with natural, multilingual AI.

Check-in takes seconds instead of minutes, since guests complete registration before arrival and only need to sign at the desk.
No lobby lines on busy nights: Tablet Registration lets the team scale from two to eight check-in stations as needed.
One guest communication channel instead of three, with AI Voice and follow-up texts automatically delivered in the guest\u2019s language.