How Leonardo Hotels Enhanced Guest Experience and Operational Efficiency with Duve

GUEST EXPERIENCE

Leonardo Hotels, with more than 255 hotels in over 117 destinations, began integrating Duve at their hotels across Central Europe.

Why it matters: With headquarters in Germany and hotels across Czech Republic, Romania, Spain, Italy, and Paris, the chain focused on using digital solutions to streamline operations and enhance guest satisfaction.

The initial deployment involved the use of Duve for online check-ins, aiming to gradually leverage technology to improve the guest journey.

Top 3 Core Objectives: Leonardo sought to standardize the check-in process to reduce wait times and enhance reception efficiency while improving guest communication across multiple languages and regional practices. Additionally, they faced the challenge of integrating new technology across hundreds of locations, requiring extensive staff training and adaptation.

Streamlining the check-in process: With properties varying greatly in size and legal requirements in each country, Leonardo faced the challenge of standardizing the check-in process to reduce wait times and enhance reception efficiency.
Enhancing guest communications: Leonardo aimed to improve communication flows with guests from booking through departure, especially across multiple languages and regional practices.
Technology integration: Implementing a new technology across a large hotel chain with hundreds of locations presented a major challenge, requiring organized staff training and adaptation to new processes.

Innovators Mentioned

Leonardo Hotels

Duve

Alexandra Taukchi

IT / Accounting Manager

Leonardo Hotels

"To streamline operations and enhance guest experiences across our diverse portfolio, we needed a robust, flexible technology solution. Duve not only met our needs but exceeded our expectations with its capability to integrate seamlessly into our existing systems and adapt to local regulations."

Alexandra Taukchi

IT / Accounting Manager

👍 IT / Accounting Manager Alexandra Taukchi said that Duve not only met their needs but exceeded expectations:

"To streamline operations and enhance guest experiences across our diverse portfolio, we needed a robust, flexible technology solution. Duve not only met our needs but exceeded our expectations with its capability to integrate seamlessly into our existing systems and adapt to local regulations."

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

IT / Accounting Manager Alexandra Taukchi said, about their decision: "The digital transformation led by Duve has not only optimized our operations but also significantly uplifted our guest engagement metrics. Moving forward, we're excited to explore further integration of Duve features, which will continue to drive innovation and efficiency at Leonardo Hotels."

📈 The results: Duve provided a comprehensive platform that included digital check-in, a guest app, and enhanced communication tools, all tailored to fit the unique regulatory and operational needs of Leonardo Hotels. Features such as compliance with local e-signature laws and seamless integration with existing property management systems were crucial.

Increased online check-in conversion: One of the top-performing hotels, NYX Hamburg, saw an online check-in conversion rate of 58%. This significant increase was attributed to Duve’s ability to streamline guest registration and payment processes, which perfectly align with the modern concept of the NYX Hotels brand by enhancing guest experiences even before arrival. Furthermore, Duve supports Leonardo Hotels' commitment to environmental sustainability by significantly reducing paper usage through the adoption of digital registration cards.
Unified guest experience through Duve’s Guest App: The integration of Duve’s Guest App allowed Leonardo Hotels to offer a seamless guest experience, enabling direct room access via digital keys and providing real-time communications. This led to enhanced guest satisfaction and operational efficiencies.
Improved staff workflow and operational efficiency: With the bulk of guest information collected digitally, the front desk operations were streamlined, allowing staff to focus more on guest interactions rather than administrative tasks. The integration with Duve significantly reduced the time spent on manual data entry and improved the accuracy of guest data management. Plus, Leonardo Hotels appointed a dedicated project manager to ensure that the onboarding of each hotel is conducted smoothly and effectively, with support from Duve's customer success team. Overall, guests appreciate the faster check-in process that eliminates unnecessary paperwork, contributing to a more satisfying and efficient guest experience.