Case Study

Catbird Hotel Enjoys 20 Point Surge in Guest Satisfaction After Implementing Stayntouch

Frewoini Golla

Stayntouch · 12月 13, 2023

Catbird Hotel, an innovative extended stay hotel, turned to Stayntouch to revamp its operations and elevate guest experiences with a cloud PMS and kiosk technology.

Why it matters: The partnership between Catbird Hotel and Stayntouch significantly elevated guest satisfaction, streamlined operations, and facilitated scalable growth.

Leveraging Stayntouch PMS and Kiosk technology fundamentally transformed Catbird's efficiency and service delivery.

Top 3 Core Objectives: Catbird Hotel's strategic objectives in selecting Stayntouch aimed to uplift guest experiences, operational efficiency, and staff training, redefining service excellence for their brand.

Enhance Guest Experience: Elevate guest satisfaction through personalized services and streamlined check-in experience.
Optimize Operational Efficiency: Minimize manual tasks, reduce errors, and enhance productivity for smoother hotel operations.
Accelerate Staff Training: Expedite proficiency in system usage, enabling quicker onboarding and increased focus on guest service delivery.

"I've used many property management systems in the past 15 to 20 years and I can say that Stayntouch is one of the most user friendly systems that I've worked with. The training lasts a couple of hours in comparison to some platforms where its up to 40 hours of training before you're able to access and utilize the system."

Courtney Griffith

General Manager

👍 General Manager Courtney Griffith said that Stayntouch's intuitive PMS and Kiosk technology shortened training time and transformed the guest experience at Catbird Hotel.:

"I've used many property management systems in the past 15 to 20 years and I can say that Stayntouch is one of the most user friendly systems that I've worked with. The training lasts a couple of hours in comparison to some platforms where its up to 40 hours of training before you're able to access and utilize the system."

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

General Manager Courtney Griffith said, about their decision: "We noticed almost immediately, within the first two weeks of using Stayntouch, our guest satisfaction score went up 20 points. Our guests were telling us how much they enjoyed more of their social interaction and less of the transactional experience."

📈 The results: Catbird Hotel's partnership with Stayntouch led to a 20-point surge in guest satisfaction, resolving issues in under 4 hours, and reducing staff training time from 40 hours to just a few.

Enhanced Guest Satisfaction: Following the implementation of Stayntouch's PMS and Guest Kiosk, Catbird Hotel experienced a remarkable 20-point surge in guest satisfaction ratings. The seamless integration of these systems allowed for smoother check-ins, personalized services, and quicker response times, contributing significantly to the heightened satisfaction levels among guests.
Operational Efficiency: With Stayntouch's user-friendly PMS, staff training was expedited significantly. Instead of the previously required 40 hours, the staff became proficient in using the system within a few short hours, allowing them to focus more on delivering exceptional guest service. The hotel witnessed a notable reduction in check-in times and improved staff productivity. Additionally, the support system provided by Stayntouch ensured that issues were promptly addressed and resolved within less than 4 hours, significantly minimizing disruptions in hotel operations.