protel and UpsellGuru Case Study – GHOTEL Group

GHOTEL Group operates an extensive portfolio of budget-, midscale and upscale hotels in popular cities. Besides its own brands like GHOTEL hotel & living and Nestor hotels, this multi-brand operator also offers a comprehensive range of highly recognized international brands with franchised hotels. Each of their hotels caters to the desires of modern leisure and business travelers offering a wide range of amenities, which include but are not limited to: comprehensive breakfast buffets, high speed Wi-Fi and flatscreen TVs. Whether hosting meetings or conferences, hotels in the GHOTEL Group portfolio provide suitable daylight spaces in various sizes and formats with all the equipment required for a successful event. 

Championing Hospitality In The Digital Age.

In an ever-growing competitive hospitality landscape, the right technology stack can mean all the difference, with that being said; navigating through the available solutions and selecting the right stack can be a challenge on its own. GHOTEL Group was able to piece together a winning formula which not only enhanced their customer experience but ultimately increased their revenue and streamlined their overall operations.

Challenges

GHOTEL Group was facing a similar issue to many hoteliers, wanting to upgrade their Property Management System while integrating with additional solutions to further enhance their customer journey, streamline their operations and increase revenue. This applied especially to their own brands, GHOTEL Hotel & Living as well as Nestor. The challenges were compounded with the effects of the pandemic resulting in the need for contactless facilities. The difficulty was to find a vendor-neutral PMS that could form the foundation of their tech stack while seamlessly integrating with added solutions such as: Pre-arrival upselling, a digital hotel directory and an online check-in system. 

Solution

protel enabled GHOTEL Group to seamlessly integrate their own brands with UpsellGuru’s suite of solutions. The protel’s PMS created the ideal foundation and when easily plugged into the UpsellGuru pre-arrival upselling system immediately boosted the guests experience by offering automated, dynamic and personalized offers throughout the guest journey, giving the guest the control to bid on upgraded rooms and additional services before arrival and during their stay all of which added to increased revenue for their hotels. The UpsellGuru digital hotel directory solution was also introduced, giving GHOTEL the right tool to communicate property information, amenities, its surroundings and additional offers all while maintaining a contactless touch-point enforcing Covid-19 regulations and keeping their guests safe. Last but not least, essential functionality of the UpsellGuru online check-in system added further protection for the guests, while improving the guest arrival and ultimately streamlining check-in operations.

The Real Impact

According to Timm Backhaus, Senior Development Manager at GHOTEL Group, “The protel and UpsellGuru seamless 2-way integration has had the biggest impact on our day-to-day operations by automating many of our guest functions while increasing revenue”. Timm Backhaus was also impressed by the roll-out of the online check-in system which effortlessly aligned the GHOTEL Group properties with Covid-19 regulations and ultimately enhanced the guest experience and streamlined their operations.

Timm Backhaus, Senior Development Manager at GHOTEL Group had more to say:

“protel allows us to manage our multiple properties, efficiently and the seamless integration with UpsellGuru’s suite of bolt on solutions instantly enhances the entire guest experience.” Timm also added: “The customer success team at UpsellGuru rolled out the integration in no time and we are always greeted and assisted with friendly and professional service - keep it up!”