How the BLUE Hotel has improved its guest journey through digitalisation

GUEST EXPERIENCE

The BLUE Hotel Bondi rolled out Goki at their hotel in Sydney, Australia at the beginning of the pandemic to improve the overall guest experience and operate the property with a single staff member by utilising the possibilities that tech offers.

Why it matters: Hotels are increasingly turning to digital solutions to improve the guest experience and it’s not just the guest who benefits. Going digital also gives hotel operators the tools to customise the guest experience and maintain service levels while reducing face-to-face interactions.

The BLUE Hotel’s use of Goki enables much more than the PIN and mobile key access to the guest room. The instant messaging tool allows real-time interactions which translate to more meaningful conversations with guests pre-arrival, during their stay and even after they leave.

Top 3 Core Objectives: The BLUE Hotel turned to digital solutions like Goki to improve their guest experience, go contactless, be sustainable and reduce staff costs all while maintaining and improving service levels.

Provide contactless access: The BLUE Hotel wanted guests to be able to access their rooms without traditional key cards and instead with either a unique 4 digit PIN code or the option of using their phone as their key.
Limited staff: By turning into a digital hotel, the BLUE Hotel has been able to lower operational overheads, using automation to drive greater operational efficiency.
Introduce ancillary revenue streams: Over 80% of guests use their phone as their key at the BLUE Hotel - giving us a compelling audience to push F&B, late check-outs, extensions & activities.

Innovators Mentioned

The BLUE Hotel

Goki

Pierre Gredel

General Manager

The BLUE Hotel

"THE BLUE was one of the first fully digital hotels in Australia and with goki having the integration to our preferred PMS it was a no brainer to give it a go. With a contactless and smooth check in process prior to arrival, our guests are able to go straight to their rooms and make the most of their stay here in Bondi. Goki is a gamechanger to the modern hotel industry and we can highly recommend engaging them."

Pierre Gredel

General Manager

👍 General Manager Pierre Gredel said that Contactless access to the room without waiting in long queues.:

"THE BLUE was one of the first fully digital hotels in Australia and with goki having the integration to our preferred PMS it was a no brainer to give it a go. With a contactless and smooth check in process prior to arrival, our guests are able to go straight to their rooms and make the most of their stay here in Bondi. Goki is a gamechanger to the modern hotel industry and we can highly recommend engaging them."

⚖️ The selection process: During their research process, Pierre Gredel 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 Pierre Gredel said, about their decision: "THE BLUE was one of the first fully digital hotels in Australia and with Goki having the integration to our preferred PMS it was a no brainer to give it a go. With a contactless and smooth check in process prior to arrival, our guests are able to go straight to their rooms and make the most of their stay here in Bondi. Goki is a game changer to the modern hotel industry and we can highly recommend engaging them."

📈 The results: After the rollout of Goki, the BLUE hotel has become more operationally efficient and can move a guest from booking to opening their room in a completely contactless way.

Having the DoorCode as a backup is peace of mind for our operation - but also for the guest if their phone runs out of battery or they leave it in the room… We are glad we don’t get called out to the property at all hours to encode a keycard - we can do everything from our home - on our phone!
All the heavy lifting associated with check-in is done by Goki and our PMS - Cloudbeds. By removing a lot of the repetitive tasks we do day to day we need less manpower and can focus on delivering a world-class guest experience.
If we are holding an event - like sculptures by the sea in Bondi - it is easy for us to ‘shout out’ to all guests to join… this is our way to build a community and show off our local area to make sure they have the best possible stay.