OPERATIONS

How STAY Helped VIVA Wyndham Dominicus Eliminate Daily Queues of up to Two Hours by Digitally Managing 70,000 Monthly Reservations

Verified case study Hotel Tech Report has reached out to hoteliers at VIVA Wyndham Dominicus to verify this case study.
The General Manager of VIVA Wyndham, Claudio Natella, had a vision in 2016. At the Four Seasons hotel in Beverly Hills, he was offered a tablet from which you could order any service you wanted. A couple of years later, he faced a problem while working for Viva Dominicus. Each week, they managed 17,500 table reservations. The process used to generate up to 2 hour-long queues, so they needed to automate it. How were they able to accomplish this? Through the implementation of STAY.
Why it matters: As technology developed, clients demanded a modern solution to the problem. Eventually, they became frustrated by long queues, especially when they couldn't find a table after waiting so long. When VIVA Dominicus implemented STAY, everything changed. Through a digital reservation tool, they solved the issue: frustration and queues disappeared.
  • “STAY gave us the opportunity to reduce or eliminate waiting times”, says Claudio Natella, Viva Dominicus' General Manager.

Top 3 Core Objectives: Viva Dominicus wanted to digitize the whole reservation process by using STAY's native app. In addition to optimizing their hotel's performance, they wanted to improve VIVA's image and waiting times. It was crucial for the guest experience
  • Automate the reservation process: "We needed a system that could handle the entire booking process automatically. We had to make it possible for our clients to book a table digitally, from their smartphones.", VIVA Wyndham's General Manager says.

  • Get rid of queues: “Every Saturday, three charters landed simultaneously, carrying 272 guests each. They all wanted to book a table in one of our nine restaurants. They had to make all the reservations at our front desk and it took a lot of time." In Natella's opinion, "technology gave as a chance to reduce queues, but it was key to use the right technology. STAY was the perfect match".

  • Improve the guest experience: Eventually, guests became frustrated by long queues, especially when they couldn't find a table after waiting so long. Viva needed to solve this as they seek excellence and a top guest experience.

"The implementation of STAY has drastically changed my perception of hotel operations. It has been a complete success, I am very satisfied with our decision."

Claudio Natella

General Manager

STAY

The Guest Experience OS used by the top hotel chains.

Innovators Mentioned

VIVA Wyndham Dominicus
STAY
CN
Claudio Natella
Hotel Tech Report reached out to Claudio Natella who verified this case study.

General Manager

Viva Wyndham Dominicus Beach - All-Inclusive Resort

👍 General Manager Claudio Natella said that "thanks the implementation of our native app through STAY, we have been able to optimize our hotel and guest experience":
  • "The implementation of STAY has drastically changed my perception of hotel operations. It has been a complete success, I am very satisfied with our decision."

⚖️ The selection process: During their research process, Claudio Natella evaluated STAY's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that STAY was the best fit solution:
  • General Manager Claudio Natella said, about their decision: "“After 15 days testing STAY's solution, we decided it was what we were looking for and we asked for a native app”."

📈 The results: "Digitalizing the entire process and enabling reservations through smartphones improved hotel operations, waiting times, and VIVA's image. This resulted in an improved guest experience."
  • STAY's digital reservation manager has eliminated two-hour queues, and VIVA Wyndham Dominicus handles 70.000 reservations every month without any effort. As a result of STAY's implementation, reservation management became automated and lobbies were emptied

  • The guest service department had become a mechanical tool for making reservations. Thanks to STAY, VIVA's employees have now more time to devote to the well-being of their clients.

  • "We have 1,069 employees, and through STAY, we strive to automate simple processes while maintaining a humane approach in situations where it is necessary. The use of technology does not reduce the number of employees. Our operations have been optimized."

Keep up with the latest hotel tech tips, trends and insights with HTR’s monthly newsletter, theRewind

Join 50,237 executives from top brands like Accor, Marriott, Viceroy, Shangri-La, Rosewood, Expedia and AirBnB and get the latest innovations and insights delivered to your inbox once a month.