Case Study

How Mercure Hotel Moa Berlin Streamlined Communications, Handovers, and Work Orders for 150 Employees with hotelkit

Carina Hieger

hotelkit · 12月 16, 2024

Since the implementation of hotelkit at the Mercure Hotel MOA Berlin, the digital tool has facilitated the daily work of the busy staff. Thanks to the efficient handovers in hotelkit, the arrivals and departures of guests are handled as smoothly as never before. Not only the guests benefit from this but also the 150 employees. Digitizing the daily routines saves them time and paper.

Why it matters: Guaranteeing high service quality has always been the top priority at Mercure Hotel MOA Berlin. In the past, however, it took the employees of the 4-star hotel with 336 rooms a considerable amount of time to complete the tasks at hand as repair orders and handovers were written down on paper checklists.

Moreover, the different departments communicated via phone and email which proved to be an inefficient way of communicating and in doing so, important time resources were wasted which could instead have been allocated to taking care of guests.

Top 3 Core Objectives: Guaranteeing high service quality is key for the Mercure MOA. So to save time with internal communication and instead focus on the guest, was the main objective.

Save time: It took the employees of the 4-star hotel with 336 rooms a considerable amount of time to complete the tasks at hand as repair orders and handovers were written down on paper checklists.
One line of communication: Different departments communicated via phone and email, which proved to be an inefficient way of communicating.
More time for guests: Time resources were wasted with inefficient communication, which should instead be allocated to taking care of guests.

"Repair orders are now easily and quickly taken care of– about half of them can be completed within two hours."

Mariusz Siwkowski

Digital Manager of Mercure Hotel MOA Berlin & Hotel Heidegrund Garrel

👍 Digital Manager of Mercure Hotel MOA Berlin & Hotel Heidegrund Garrel Mariusz Siwkowski said that Repair orders are now easily and quickly taken care of– about half of them can be completed within two hours.:

"Repair orders are now easily and quickly taken care of– about half of them can be completed within two hours."

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

Digital Manager of Mercure Hotel MOA Berlin & Hotel Heidegrund Garrel Mariusz Siwkowski said, about their decision: "The initial scepticism was dispelled entirely: After the 30-day trial phase, the hotel immediately became an official hotelkit client. During the initial phase, 35 employees were working with the software and today more than 150 employees are using hotelkit in their daily work routine."

📈 The results: hotelkit is used in all the departments of Mercure Hotel MOA Berlin and has become an integral part of the daily work routine

169 repair orders per week are efficiently processed with hotelkit, this amounts to 24 repair orders per day.
On a daily basis, a total of 15 shift handovers take place in the reception, in service and in housekeeping, and all of them are processed with hotelkit.
The employees use hotelkit for the internal exchange of information: Every week, on average 433 commentaries to various entries are created in hotelkit.