How Point Hotel Saved Nearly 300 Staff Hours in Six Months With Canary

OPERATIONS

Point Hotel, a 199-room independent hotel on Brisbane's Kangaroo Point, has saved nearly 300 staff hours in six months with Canary. AI Guest Messaging has handled more than 120,000 messages, guests have completed 40,000+ mobile check-ins, and upsells have generated over $60,000 AUD.

Why it matters: Repetitive questions, arrival paperwork and manual checkouts were pulling Point Hotel's front office away from the personalised service guests expect. Automating those touchpoints gave hours back to the team and contributed to a 5 out of 5 guest satisfaction score.

Point Hotel uses Canary's AI Guest Messaging to answer common questions about the ferry shuttle, dining and amenities; Mobile Check-In so guests submit details before arrival; Self-Service Kiosks and Smart Checkout so guests can check out and view their folio without visiting the desk; and Dynamic Upsells to offer late checkout and breakfast before and during the stay.

Top 3 Core Objectives: Point Hotel wanted to free its front office from repetitive administration, speed up arrivals and departures, and stop missing upsell opportunities.

Automate guest questions: The front desk spent much of the day answering repetitive questions about the ferry shuttle, on-site dining and amenities instead of serving guests in person.
Faster, paper-free arrivals: Every arrival required paperwork, creating long lobby queues at busy check-in times.
Capture more upsell revenue: Upgrades depended on staff remembering to offer them, so revenue opportunities regularly slipped by.

Innovators Mentioned

Point Hotel

Canary Technologies

Jennie Kim

Senior Marketing Manager

Point Hotel

"Canary has saved our team nearly 300 hours in just the past 6 months. This has allowed our front office team to spend more time delivering personalised guest service and less time on paperwork, resulting in a more efficient operation overall."

Jennie Kim

Senior Marketing Manager

👍 Senior Marketing Manager Jennie Kim said that Canary saved Point Hotel nearly 300 staff hours in six months, time now spent on personalised guest service.:

"Canary has saved our team nearly 300 hours in just the past 6 months. This has allowed our front office team to spend more time delivering personalised guest service and less time on paperwork, resulting in a more efficient operation overall."

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

Senior Marketing Manager Jennie Kim said, about their decision: "We were looking for a solution that could modernise key parts of the guest journey while creating operational efficiencies for the team. Canary provides a convenient experience for guests while also increasing revenue and streamlining communication."

📈 The results: Canary has saved Point Hotel nearly 300 staff hours in six months, handled 120,000+ guest messages, processed 40,000+ mobile check-ins and generated over $60,000 AUD in upsell revenue, with guest satisfaction currently at 5 out of 5.

Nearly 300 staff hours saved in six months, time that has gone directly back into personalised guest service.
120,000+ guest messages sent and received, with AI Guest Messaging fully handling many common enquiries.
$60,000+ AUD in upsell revenue since going live, led by Sunday late checkout and continental breakfast.