How Palace Resorts automated daily operations in 10 all-inclusive luxury resorts with Flexkeeping

OPERATIONS

To ensure the best all-inclusive luxury experience in the world, up to 180 housekeepers could simultaneously work a single shift in the biggest properties of Palace Resorts. Coordinating complex daily operations while keeping team communication efficient was their biggest challenge. Flexkeeping helped them overcome it and achieve their goals quicker and easier by automating daily operations and introducing easy-to-read reports for a comprehensive business overview.

Why it matters: The goal was to speed up and automate communication between departments so that the guests would get answers and services delivered as quickly as possible.

Before the implementation, the process was only partially digitized. Flexkeeping has become a central ordering system that dispatches every order to the right hotel and the right departments. Multiple departments in the hotel now have access to a chain of automated tasks that ensure the proper delivery of every service request. It is all wrapped into an SOP timeframe and automatically escalated if the service is not delivered in time.

Top 3 Core Objectives: Palace Resorts were looking for a reliable partner to help them transform communication between departments and automate daily operations.

Improve communication: Cut phone calls and make communication paperless. Aim for shorter response times for extra guest service requests or complaints and all other internal communication between the departments.
Automate housekeeping: All the tasks and communication between supervisors and housekeepers should be sent automatically, saving time and energy for other duties.
Provide in-depth analytics: Daily, weekly and monthly reports that ensure prompt delivery and high service quality while adjusting room service menus to meet and exceed guests’ expectations as well as optimize material costs.

Innovators Mentioned

Palace Resorts

Flexkeeping

Magdalena Kazimierczak

Rooms Division Manager

Palace Resorts

"Before Flexkeeping, the daily housekeeping organization would take multiple hours and be done by combining PMS reports, paper reports from previous days, and other notes. With the introduction of Flexkeeping, the process became almost entirely automated."

Magdalena Kazimierczak

Rooms Division Manager

👍 Rooms Division Manager Magdalena Kazimierczak said that this is what makes‍ Flexkeeping the MVP of housekeeping software:

"Before Flexkeeping, the daily housekeeping organization would take multiple hours and be done by combining PMS reports, paper reports from previous days, and other notes. With the introduction of Flexkeeping, the process became almost entirely automated."

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

Rooms Division Manager Magdalena Kazimierczak said, about their decision: "My research process included evaluating customer support and business value brought by a strategic partner. Flexkeeping was the best fit solution. Our maids struggled to work and wasted time walking around and calling to see if the rooms had been checked-out. The main goal was to save time and optimize team performance by automating daily tasks and improving communication between departments. We found everything we needed in Flexkeeping."

📈 The results: Flexkeeping succeeded in automating large and complex operations by introducing efficient and intuitive hotel team communication.

Automated daily operations: Palace Resorts automated over 1 million room service tasks per year after introducing Flexkeeping.
Optimized workflow: The daily progress of housekeeping is wholly automated and transparent. It also increased the speed and quality of other departments, as they could improve their performance and save a lot of time by taking fewer steps.
Support in business growth and scaling: Flexkeeping reports give Palace Resorts detailed insight into what needs to be improved - top 10 most frequent housekeeping tasks, top 10 maintenance issues, top 10 most popular room service orders, etc. All data can be used for benchmarking multiple properties.

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