Fewer emails, shorter queues: what a PMS-connected Guest App changed at Hotel am Fichtelsee

GUEST EXPERIENCE

Hotel am Fichtelsee, a family-run 60-bed hotel in Fichtelberg, connected the Gastfreund Guest App to its 3RPMS property management system. Guests now check in online before arrival and find current hotel information in the app, saving 52 hours of front-desk time a month and cutting pre-arrival email enquiries by 68%.

Why it matters: Small hotels feel arrival peaks hardest. When several guests arrive at once, manual check-in creates queues at the desk and pressure on a team that has no spare shift to absorb it. Printed information adds a second problem: brochures and room folders go out of date, and updating them twice, once on paper and once digitally, doubles the work.

In practice: the 3RPMS interface drives two processes. After booking, an automated Journey Mail takes guests to the Guest App with the hotel's information, offers, travel guide and online reservations. Guests then complete online check-in and submit their details before arrival, with no paperwork at the desk. During the stay, the app carries current information around the clock, guests book tables directly, and the team coordinates handovers and tasks in Hotelboard. A digital hotel newspaper covers weather, excursion tips and recommendations as breakfast reading.

Top 3 Core Objectives: The hotel wanted a solution that simplifies internal processes, keeps guest information available and current, and reduces the volume of routine communication.

Ease arrival peaks: Manual check-in cost unnecessary time, particularly when several guests arrived at once. Bottlenecks at reception meant waiting times for guests and pressure on the team.
Keep information current: Printed material was difficult to keep up to date, and information had to be maintained in print and digitally at the same time.
Reduce routine enquiries: Queries and misunderstandings were increasing, which tied up the team in repetitive communication.

Innovators Mentioned

Hotel am Fichtelsee

Gastfreund

Sabrina Damrot

Managing Director

Hotel am Fichtelsee

"Since we started using Gastfreund, everyday work has become noticeably easier for our team. Standard questions no longer come up, guests find all the information directly in the app and can organise their stay much more independently."

Sabrina Damrot

Managing Director

👍 Managing Director Sabrina Damrot said that guests have all the information at hand and take their stay into their own hands:

"Since we started using Gastfreund, everyday work has become noticeably easier for our team. Standard questions no longer come up, guests find all the information directly in the app and can organise their stay much more independently."

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

Managing Director Sabrina Damrot said, about their decision: "Hotelboard is a real help too: it gives us a better overview and better coordination within the team."

📈 The results: Arrivals, guest information and internal coordination now run digitally. The front desk absorbs peak times more calmly, guests arrive already informed, and the team spends less of its day answering the same questions.

52 hours saved per month at reception through digital pre-check-in, particularly during peak arrival times.
68% fewer pre-arrival email enquiries, because the Journey Mail delivers the key information in advance.
44 table reservations per month made directly in the Guest App, without calls or enquiries at reception.