TAUERN SPA: Successful partial automation creates space for genuine 4*S service
Summary
The 4*S resort TAUERN SPA Zell am See – Kaprun, a thermal hotel with complex procedures such as the use of transponders for the thermal spa and rooms, was faced with the challenge of streamlining the high-frequency arrival and departure process while simultaneously intensifying the personal 4*S service.
Since the implementation of straiv in March 2023, particularly with Pre-Check-in, Digital Registration Form (Meldeschein), Guest Messaging, and the Front Office Tablet for check-out, the hotel has been able to minimize administrative tasks and fully direct the newly gained capacity towards the guest experience. The seamless integration with the PMS planet Protel is the decisive factor for this success.
The results of our partnership
60% of guests
complete the digital registration form in advance
Improved data consistency
through self-entry by guests and seamless PMS integration
Accelerated Check-out
through pre-sent invoices and Front Office Tablet
The challenge
Prior to the introduction of straiv, the arrival and departure days at the TAUERN SPA were characterized by a heavy burden of administrative tasks. Despite the complex nature of the establishment, such as the thermal spa, multiple building sections, and differing access authorizations, employees had to deal with manual processes daily:
- Manual registration forms (Meldeschein) and data entry at the reception desk.
- Paper-based guest information and invoice delivery.
- Outdated, non-user-friendly email communication that met neither a modern guest experience nor efficient internal handling.
Especially in a 4-star-Superior thermal hotel, where there is a great need for explanation (transponders, spa access, etc.), these administrative tasks stole time away from the actual service. This led to long waiting times at the reception and caused dissatisfaction among guests.
Our solution in action
The TAUERN SPA relies on smart partial automation to reduce the administrative workload without losing the valued personal contact.
1. Pre-Check-in and Digital Registration Form
Five days before arrival, the guest receives an email via Guest Messaging requesting them to fill out the registration form. Guests who haven’t responded receive a reminder two days later.
“This prompts about 60% of guests to provide their data before arrival.“
Although the final check-in and transponder handover happen physically at the reception, this step has a massive impact: Staff can check rooms in advance and code transponders. Upon arrival, the process moves directly to a warm welcome and important explanations over a drink instead of filling out a registration form. This is a much better fit for the start of a wellness stay.
2. straiv Guest Messaging
The entire guest communication was switched to straiv to ensure “communication from a single source”:
- Pre-Stay: 5 days and 2 days (Reminder) before arrival, prompting for the digital registration form.
- On-Stay: The evening before departure, with information on the online payment option and the ability to view the invoice in advance.
- Post-Stay: 48 hours after check-out, including invoice delivery and a feedback request.
- Additionally: Needs-based sending of offers (“Extend your break”) during periods of low occupancy.
3. Digital Concierge
The Digital Concierge is actively promoted via the Guest Messaging emails and through customized QR codes within the building. It functions as a web-app for centralized, paperless information provision.
4. Digital Check-out via Front Office Tablet
The check-out process is greatly simplified by the Front Office Tablet.
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The guest can view the invoice online as early as breakfast (thanks to the On-Stay Messaging).
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The receptionist starts the check-out process via the PC and forwards it to the tablet.
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The guest can review the invoice on the tablet and complete the process.
“The ability for guests to quietly review their invoice at breakfast, above all, accelerates the [check-out].”
The results
Efficiency and Staff Relief
The greatest measurable time savings lie in the elimination of filling out the registration form for 60% of guests. The reception staff gain valuable time, which is directly invested in guest service. The partial automation relieves the team because the arrival process is now significantly more structured.
Data Quality & PMS Integration (planet Protel)
The seamless interface to planet Protel was a decisive reason for choosing straiv. Without this integration, the registration form, check-in, and check-out functions would not be usable (in an automated way).
- Data Accuracy: The self-entry by guests during pre-check-in leads to significantly better quality and consistency of guest data, as the manual deciphering of handwriting is eliminated.
- Smooth Processes: The integration with Protel ensures smooth data transfer for the digital check-out via the tablet.
Guest Satisfaction and Service Quality
Guests value the ability to complete administrative tasks in advance. The acceptance of pre-check-in (60%) and the significantly increased response rate for post-stay reviews following the switch to straiv Guest Messaging are clear indicators of high satisfaction.
“A part of noticeable service quality is staying as up-to-date as possible, and through the balanced integration of automation, not only to avoid losing personal guest contact but to be able to use it more for the guest and less for bothersome administrative tasks. I think this is made possible for us through straiv.”
The greatest advantage of digitalization lies in the “communication from a single source” through Guest Messaging, which accompanies the guest across all phases of the stay and gives them the opportunity to take care of things in peace—be it filling out the registration form or reviewing the invoice.
"The balanced integration of partial automation with straiv enables us not only to avoid losing personal guest contact but to utilize it more for the guest and less for bothersome administrative tasks. That is our understanding of 4*S service today."
About the Hotel
straiv Solutions
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