Elevating the 4-Star Experience at Hotel Le Six with 206% ROI Generated Through Duve

GUEST EXPERIENCE

Hotel Le Six, an elegant 4-star hotel in Paris and one of the 3 hotels owned by Les Maison de Georges, embraced Duve to revolutionize their guest experience. At the end of 2022, Hotel Le Six integrated Duve into its operations.

Why it matters: Hotel Le Six recognized the need for enhanced operational efficiency and improved guest communication during a challenging period. By incorporating Duve, they aimed to simplify reception workflows and elevate the guest experience.

This case study illustrates how Duve helped Hotel Le Six simplify reception workflows and elevate the guest experience.

Top 3 Core Objectives: Hotel Le Six, in collaboration with Duve, focused on three primary objectives: streamlining reception workflows for improved efficiency in handling reservations and guest information, optimizing communication with guests to provide essential information effectively without overwhelming them, and enhancing guest engagement and revenue through dynamic upselling opportunities. These goals were aimed at elevating the overall guest experience while ensuring smooth and efficient hotel operations.

Simplifying reception workflows: Hotel Le Six sought to ease the workload at reception, making information more accessible and managing reservations efficiently.
Optimizing guest communication: Finding the right balance in guest communication was key. Hosting an international clientele with guests arriving from all around the globe, Hotel Le Six not only needed to offer multilingual support, but also needed to find the accurate way to deliver essential information without overwhelming guests with too many communications.
Enhancing experiences and upsells: Hotel Le Six wanted to achieve high levels of guest experiences and increased revenues by seamlessly offering the add-on services they offer at their hotel such as transportation, early check-in, and massages.

Innovators Mentioned

Hotel Le Six

Duve

Pauline Larrouy

General Manager

Hotel Le Six

"From the moment we discovered Duve, we’ve been having a great experience, largely in part to our excellent Customer Success Manager, Bruno."

Pauline Larrouy

General Manager

👍 General Manager Pauline Larrouy said that they've had a great experience with Duve from the start.:

"From the moment we discovered Duve, we’ve been having a great experience, largely in part to our excellent Customer Success Manager, Bruno."

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

General Manager Pauline Larrouy said, about their decision: "The flexibility of Duve’s platform allows us to adapt to changes and adjust our guest journey, independently, when needed. Most importantly, Duve helps us streamline our reception work, allowing our team to devote more time to personal interactions with our guests, which is invaluable for enhancing their overall experience."

📈 The results: By seamlessly integrating with the hotel’s PMS (Medialog), Hotel Le Six was able to roll out Duve in order to streamline reception tasks, facilitate communication with guests, and drive higher revenues through automated upselling.

Streamlined reception workflow: The integration of Duve and Medialog PMS has revolutionized the reception workflow at Hotel Le Six. This seamless collaboration automates numerous reception duties, empowering staff to dedicate more attention to personal guest interactions. The efficient two-way integration between Duve and Medialog ensures a flexible exchange of reservation information, creating a robust and efficient process. As reservations are logged in Medialog, they are immediately synchronized with Duve, initiating a tailored guest experience journey within Duve. Once guests engage in Duve’s online check-in, their information, including preferences and requests, is directly updated in Medialog’s PMS. This process not only streamlines operations but also results in the creation of enriched guest profiles, enabling Hotel Le Six to offer a more personalized and attentive service.
Balanced and effective communication with guests: With Duve, Hotel Le Six achieved the perfect balance in guest communication, ensuring information delivered was efficient yet non-intrusive. Hotel Le Six has been communicating with guests in 18 languages through Duve’s guest app and communication tools. This multi-lingual support will continue to facilitate guest communication in light of the upcoming Paris Olympics Games as Hotel Le Six plans to utilize Duve for guest information regarding transportation. Hotel Le Six also plans to use Duve’s scheduled messages in order to tailor messages to different guest groups arriving during the Olympics.
Improved upselling processes: Duve facilitated effective upselling, providing guests with personalized service options and increasing hotel revenue. By implementing upsells throughout the guest journey, Hotel Le Six has noted that 28% of guests that complete online check-in through Duve have requested to purchase an add-on service, leading Hotel Le Six to a 206% ROI.