Success Story: WTC Leeuwarden
Introduction
WestCord WTC Hotel Leeuwarden, lies in the heart of Leeuwarden, and has been a centre point for hospitality since its opening in 2009. During the interview we have, Stan Kampen the Front Office Manager from day one, and Rolf Jan, the General Manager with 19 years of experience with Hilton and four years leading this hotel. Their combined expertise ensures a smooth and exceptional guest experience of the WTC Hotel.
Initial Challenges and Objectives
Before implementing Runnr.ai, the hotel didn’t face significant challenges but saw an opportunity to enhance their operations. They aimed to reduce waiting times and improve overall efficiency, always seeking innovative solutions to stay ahead.
Implementation and Integration
The integration of Runnr.ai was seamless. Despite a thorough implementation process, the team found it straightforward. The self-learning nature of the system meant it continually improved and adapted, requiring minimal effort from the staff. The transition was smooth, with no notable difficulties.
Usage and Features
Runnr.ai’s most valuable feature for WestCord WTC Hotel has been its ability to automate the conversation and be able to effortlessly move the conversation from AI to the front desk and backwards. The AI-driven system streamlines guest communication, making it more efficient and effective. It has significantly contributed to staff training, equipping them with better tools to serve guests.
Impact on Hotel Operations
- Number of bookings with Runnr.ai-assisted messages per month: 2000
- Average response time: <1 minute
- Average upsell value per month: €850
64.5% of guests positively interact with Runnr.ai
Recommendations and Future Plans
WestCord WTC Hotel Leeuwarden highly recommends Runnr.ai to other hotel managers. The system reduces the burden of standard and repetitive inquiries for staff members, enhancing overall efficiency. Future plans include leveraging Runnr.ai for upselling opportunities, such as pillow requests, and creating special functionalities for events like Mother’s Day and Father’s Day, catering to guests’ specific needs on those dates.
In conclusion, Runnr.ai has proven to be an valuable asset for WestCord WTC Hotel Leeuwarden, elevating their service quality and operational efficiency.