Case Study

How The Maxwell Hotel Increased Upsells & Staff Efficiency With Canary

Stephen Alemar

Canary Technologies · Diciembre 13, 2022

The Maxwell Hotel needed a way to up-level their guest arrival experience and streamline operational efficiency. Additionally, they wanted to take upselling responsibilities off of the front desk so guests experienced nothing but a warm welcome when they stepped onto the property.

Why it matters: After a few challenging years dealing with the effects of COVID-19, the management team at The Maxwell Hotel needed to find was to save on operational costs and keep up with changing consumer expectations.

Canary's Guest Management solutions make it easy for guests on the go to check-in before they arrive at the property, select upsell packages, message back and forth with their hotel and reduce chargebacks and fraud.

Top 3 Core Objectives: By deploying Canary's Check-In, Upsells, Messaging and Digital Authorizations solutions, The Maxwell Hotel wanted to created an overall guest journey that leveraged technology to augment the experience.

Streamline the guest experience: The Maxwell Hotel needed to create an arrival experience that involved more personality and less paperwork.
Improve operational efficiency: During the pandemic, staffing shortages became a common issue in the hospitality industry. The Maxwell Hotel hoped that the right technology solutions could help them operate more efficiently with less staff.
Increase revenue: The management team at The Maxwell Hotel wanted a more effective way to push upsells to guests than simply having a front desk agent make a sales pitch upon arrival.

""People are always excited to come in and say they've already done the online check-in. It's like we've welcomed them to the hotel before they even arrive.""

Lacey King

General Manager

👍 General Manager Lacey King said that Guests at The Maxwell Hotel love the new check-in process with Canary.:

""People are always excited to come in and say they've already done the online check-in. It's like we've welcomed them to the hotel before they even arrive.""

⚖️ The selection process: During their research process, Lacey King 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:

General Manager Lacey King said, about their decision: "Canary certainly makes us more efficient"

📈 The results: The Maxwell Hotel was able to significantly improve the guest experience at the front desk, drive more upsell revenue and operate more efficiently.

The front desk experience at The Maxwell Hotel no longer involves the handing back and forth of paperwork and is much more pleasant for hotel staff members and guests alike.
The Maxwell Hotel is now effortlessly driving upsells through Canary's platform as a part of the check-in process. Upsells are up 200% since implementing Canary.
The team at The Maxwell Hotel has increased responses times to guests inquiries and improved staff efficiency by 20%.