Sydney Lodges: Enhancing Guest Experience & Efficiency with Goki

OPERATIONS

Sydney Lodges is a collection of small, family-owned properties in Randwick, located in the eastern suburbs of Sydney, that offer affordable and convenient stays while operating limited front desk hours. Goki provided a seamless digital access system that improved both guest satisfaction and operational workflow.

Why it matters: Managing guest access efficiently is crucial for hotels with limited front desk hours. Sydney Lodges wanted a solution that would eliminate lockouts, simplify after-hours check-ins, and reduce reliance on staff intervention.

To enhance efficiency, they adopted Goki smart locks, which provide: Keyless entry with PIN codes and mobile access, Remote access control for staff to manage guest entry effortlessly and Integration with RMS Cloud PMS for an automated, streamlined check-in process.

Top 3 Core Objectives: Sydney Lodges aimed to achieve three key objectives: eliminate guest lockouts, streamline after-hours check-ins, and maintain efficient operations with limited front desk hours.

Eliminate Guest Lockouts: To reduce the occurrence of guest lockouts, particularly during overnight hours, whilst also enhancing the guest experience and simultaneously minimising the need for staff intervention. Sydney Lodges aimed to implement a solution that would provide guests with secure, self-service access to their rooms, eliminating the need for after-hours emergency assistance.
Streamline Check-In Process: To simplify the check-in process for guests arriving outside standard front desk hours while maintaining operational efficiency. Traditional check-ins required staff availability, creating challenges for properties with limited front desk hours.
Increase Operational Efficiency: To optimise daily operations by reducing the reliance on front desk staff while ensuring a smooth and secure guest experience. Managing guest check-ins and lockouts outside of standard hours previously required staff availability, leading to operational inefficiencies and increased labour costs.

"One of our biggest challenges was guests locking themselves out of their rooms at night, which required staff intervention. We needed a lock system that could prevent this issue while also allowing us to maintain limited front office hours without compromising guest experience."

Marousa Polias

General Manager

Innovators Mentioned

Sydney Lodges

Goki

Marousa Polias

General Manager

Sydney Lodges

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👍 General Manager Marousa Polias said that the hotel needed a lock system to prevent lockouts while maintaining limited front office hours:

"One of our biggest challenges was guests locking themselves out of their rooms at night, which required staff intervention. We needed a lock system that could prevent this issue while also allowing us to maintain limited front office hours without compromising guest experience."

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

General Manager Marousa Polias said, about their decision: "Goki is like no other lock system I have ever used. The simplicity of the setup is astounding, the functionality is unmatched, and the technology available paired with our PMS (RMS Cloud) has allowed us to improve our operations. We're out of the dark ages!"

📈 The results: By leveraging Goki’s smart lock technology, Sydney Lodges has enhanced the guest experience, improved security, streamlined operations and reduced costs. The integration with RMS Cloud PMS has allowed them to automate check-ins, whilst maintaining operational efficiency with limited front desk hours.

Since implementing Goki smart locks, guest lockouts have significantly decreased. With secure PIN entry and mobile access, guests can always enter their rooms without assistance, eliminating after-hours lockout calls and minimising staff disruptions.
The integration of Goki smart locks with RMS Cloud PMS has enabled a fully digital check-in experience. Guests receive their access credentials in advance, allowing for smooth arrivals without requiring front desk staff. This automation has not only improved guest convenience but also reduced staff workload and operational costs.
By transitioning to a keyless system, Sydney Lodges has reduced its reliance on front desk staff, improved security, and eliminated the need for plastic key cards, cutting down on both waste and key card costs. Additionally, the ability to grant remote access has further reduced unnecessary staff travel for after-hours guest assistance, enhancing both efficiency and sustainability.

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