How Estrel Berlin Relieves Employees and Optimises Timely Processes Through Digitalisation

As Germany’s largest hotel, convention, and entertainment center with 1,125 rooms, the Estrel Berlin was faced with the challenge of efficiently managing an immense number of guests. With around 900 daily check-ins and check-outs, the hotel was looking for a solution to meet both guests’ expectations for a seamless experience and to relieve its own staff. Digitalization was seen as a decisive factor for long-term competitiveness.

With Straiv’s solutions, guests at the Estrel Berlin have access to a convenient, modern, and seamless digital experience. Guests can not only check in, but also easily handle payments, change their billing address, and complete the digital registration form with a signature.

The web app technology allows access to the solution from all devices, including the guests’ own smartphones - without needing to download an app. Additionally, the Guest Messaging system automatically reminds guests to fill out the registration form, make payments, or check out. The result: less waiting time, more time for personal guest service, and fewer errors in the process.

The implementation and onboarding of the solution went smoothly, and the collaboration was rated very positively. This was confirmed by Ralf Gross, Director of Front Office at the Estrel. The guest acceptance was also quickly higher than the hotel had anticipated.

Using our digital processes has fundamentally changed the way the reception works. Front office staff can handle more check-ins in the same amount of time, which leads to a noticeable relief for them and allows more time for personal guest service. Waiting times for guests have been reduced, which leads to higher satisfaction.

Ralf Gross summarizes the benefits of the digital processes:

“We can individually customize all content and the design of the web app. Our guests don’t have to download an app, which enormously increases the usage rate. Around 80% of check-ins are now completed online. The use of digital processes has proven to be an effective means of offering our guests a convenient and fast check-in experience while simultaneously relieving our staff. We can fully recommend Straiv.”

With its decision to partner with Straiv, the Estrel Berlin shows how to successfully implement digital processes in practice.

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