Jo&Joe Nation reaches a 60% online check-in rate within one month of rolling out with Duve

GUEST EXPERIENCE

Jo&Joe, an innovative hostel brand under Ennismore (lifestyle brand of the Accor group), operates 10 global properties.

Why it matters: In an effort to enhance its operations and guest satisfaction, Jo&Joe Nation began integrating Duve’s guest experience suite

Jo&Joe had three core objectives when implementing Duve: increase the online check-in conversion rates, escalate guest app utilization, and unlock new dimensions of revenue generation.

Top 3 Core Objectives: Jo&Joe sought to enhance their check-in process efficiency, boost guest app engagement for better communication of services and events, and maximize upsell opportunities by integrating add-on services like towels, padlocks, and breakfast into the guest journey.

Enhancing online check-in conversion: Jo&Joe attempted using a self-check-in kiosk as well as an alternative online check-in tool prior to Duve, however, they struggled with streamlining the check-in process to make it more efficient and less time-consuming for guests.
Boosting guest app engagement: With many events and announcements needing to be shared with guests, Jo&Joe searched for an efficient way to communicate services, information, and event updates to guests.
Maximizing upsell opportunities: As a hostel, Jo&Joe had many add-on services that they wanted to sell to guests, so integrating additional services like towels, padlocks, breakfast, and more into the guest journey was critical for them.

Innovators Mentioned

Jo&Joe Nation

Duve

Lauren Boubon

Front Desk Manager and Project Leader

Jo&Joe Nation

"Adopting Duve has transformed our guest engagement. The online check-in process and the customizable guest app helps us improve our guest experience. The flexibility of the platform, together with excellent support from the Duve team—especially Bruno—has revolutionized our operations. We've noticed that our guests love the app and that Duve has also led us to grow our online check-in rates."

Lauren Boubon

Front Desk Manager and Project Leader

👍 Front Desk Manager and Project Leader Lauren Boubon said that Adopting Duve has transformed guest engagement.:

"Adopting Duve has transformed our guest engagement. The online check-in process and the customizable guest app helps us improve our guest experience. The flexibility of the platform, together with excellent support from the Duve team—especially Bruno—has revolutionized our operations. We've noticed that our guests love the app and that Duve has also led us to grow our online check-in rates."

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

Front Desk Manager and Project Leader Lauren Boubon said, about their decision: "Duve both saves us significant time and enriches our interactions with guests"

📈 The results: Jo&Joe aimed to replace existing tech solutions in order to centralize services under Duve for a cohesive guest journey. By integrating Duve into their operations, Jo&Joe optimized its guest engagement and operational efficiency. Jo&Joe also experienced significant improvements in guest engagement, operational efficiency, and revenue generation.

Streamline guest communications: As a hostel committed to delivering outstanding experiences, Jo&Joe organizes numerous events to ensure guests have a memorable stay. By leveraging Duve's advanced features, including scheduled messages, QR codes, and a dedicated guest app, Jo&Joe effectively keeps guests informed about upcoming events and house rules. Thanks to Duve’s AI and automated translation capabilities, guests receive answers to the frequently asked questions in their language and via their preferred communication channel (SMS, Whatsapp, email, etc). This approach has notably increased guest participation and overall satisfaction.
Online check-in rates boosted within 1 month of implementation: Transitioning from kiosk and other online check-in solutions to Duve, Jo&Joe improved its OCI conversion rates to 57%. Additionally, Jo&Joe was able to automatically collect IDs and signatures for house rules before guests’ arrivals, leaving their staff more time to talk to the guests upon their arrival.
Structured guest journey, leading to a 200% ROI: Jo&Joe Nation, like many hostels, capitalize on the sale of add-on services to significantly increase its revenue. By using multiple channels for promoting upsells across the guest journey, Jo&Joe seamlessly integrates offers for add-ons such as towels, padlocks, and food services via their customizable guest app. This strategy has proven highly effective, enabling Jo&Joe to achieve an impressive 200% ROI.

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