The Sofia Hotel in downtown San Diego wanted a PMS that suited how an independent hotel really works: easy connections to the rest of its technology stack, quick access to information for staff, and more efficient day-to-day processes. A Stayntouch customer story looks back on four years of using Stayntouch PMS at the property.
"It works"
"We've been very happy over the four years that we've been using Stayntouch," says John MacLean, then General Manager of The Sofia Hotel. "You can do pretty much anything you want to do, and the technical support and customer service have been fantastic."
More face time with guests
One of the biggest gains has been at the front desk. Because the system is intuitive and fast to navigate, staff spend less time looking at a screen during arrivals and departures and more time with guests. MacLean calls this "a big improvement for customer service in general", while noting the team still has the full PMS capabilities it needs.
Managing from a phone
Stayntouch can be accessed remotely, so hotel leaders can check rates, review availability and respond to booking opportunities wherever they are. MacLean recalls getting a call from someone wanting to book months ahead: instead of returning to the hotel or a desktop, he pulled up availability on his phone and acted on the opportunity immediately. For an independent hotel, that responsiveness matters for both guests and changing demand.
Automating night audit
Stayntouch has also removed manual work that used to take staff time. Night audit can now run automatically, and the hotel can decide which reports are generated, who receives them and when they are sent. MacLean credits the automation with making the team more efficient.
Why it matters
The Sofia's experience illustrates how a cloud PMS can help a smaller, independent property operate with the efficiency of a larger one: faster guest interactions at the desk, routine back-office tasks automated, and leaders able to run the hotel from anywhere.
Originally published by Stayntouch: The Sofia Hotel Automates Night Audit and Manages Remotely With Stayntouch
