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About Eilert Smith Hotel
Nestled in Stavanger, Norway, Eilert Smith Hotel is a boutique property that is part of both Small Luxury Hotels of the World and Historic Hotels of Norway. Known for its personalized service and exceptional amenities, Eilert Smith Hotel is the epitome of luxury. It's home to the acclaimed three-Michelin-star restaurant, RE-NAA, and boasts the largest hotel suite in Norway.
After experiencing the limitations of their legacy system, the team moved to Mews. They particularly appreciate its automation and system connectivity, allowing them to engage with guests on a personalized, detailed level
"Mews has an incredibly easy setup, making onboarding a breeze. It's made a huge difference in how we work, saving us time and effort every day."
More efficiency and better team communication
Challenge
Eilert Smith Hotel aimed to improve internal communication by ensuring staff could effortlessly access guest preferences and view each other's tasks.
Solution
Through Mews, Eilert Smith has access to robust CRM capabilities, including comprehensive guest profiles for each reservation. Managing tasks for room maintenance, concierge requests and housekeeping through Mews ensures smooth coordination across departments. The team finds the system very user-friendly, and this straightforward communication leads to significant time savings and improved efficiency - no more tasks left on 'seen'.
Result
- Time saved on guest profile management and internal communication
- Increased staff efficiency in handling guest requests
"Now I have a much more efficient team. Mews has helped us improve communication and better understand the needs of our guests, which has made all the difference."
Leaving manual and unsecure payments behind
Challenge
Before Mews, Eilert Smith struggled with payment processes. Their previous system didn't accept payments, so they had to be handled manually.
Solution
Mews Payments automates and simplifies the payment process by tokenizing credit cards for secure transactions. The team can easily charge any extras, such as restaurant bills, without needing the card to be presented again. Payment requests via invoices are highly convenient for guests, while for the team, they enable fast reconciliation and collection. Mews also facilitates pre-authorization, protecting the hotel from fraudulent bookings. Additionally, guests can pay using Apple Wallet or Google Pay, further enhancing convenience.
Result
- Increased payment security and PCI compliance
- Seamless transaction process for both guests and the hotel
"The payment process is wonderful. It protects us from fraudulent bookings, which seriously threaten our occupancy and revenue as a small hotel with limited capacity."
Personalized guest experience powered by Mews
Challenge
With 70% of their guests being international, Eilert Smith wanted a way to offer a more personalized experience. Their previous system didn't allow them to track whether a guest was staying for the first time or returning.
Solution
Mews enables Eilert Smith to consolidate all guest preferences into a single, easily accessible profile. A comprehensive view of each guest allows for personalization and revenue optimization through targeted offerings. Merging guest profiles across different touchpoints ensures a seamless experience from check-in to check-out while tracking total guest revenue (TRevPAR). Exceptional service helps expand their customer base, as satisfied guests recommend them. They are also members of various loyalty programs, all of which integrate effortlessly with Mews.
Result
- Enhanced guest loyalty through personalized experiences
- Smarter revenue optimization through integrated guest data
"Personalizing each guest experience has never been easier. Mews helps us track everything down to specific pillow preferences and ensures we deliver the best stay every time."
Reimagining hotel space management
Challenge
Eilert's Residence, the hotel's most exclusive penthouse suite, offers a spectacular panoramic view over Stavanger. As a premier venue for high-end meetings and gatherings, Eilert Smith sought a seamless way to organize these events.
Solution
Mews Spaces allows Eilert Smith to manage meetings and special events in the same way they manage room bookings. The system helps coordinate services, tasks and room setups for events, simplifying the booking process. With Mews, they can also easily add services like personalized tours to the guest's bill, improving the overall guest experience and internal workflows.
Result
- Simplified event and meeting room management
- Better coordination between teams for event planning and execution
Mews keeps everyone on the team in the loop. When housekeeping sees guests heading out, they can wish them a great day on their tour, and guests always appreciate the thoughtful, personalized touch.
Looking ahead
Eilert Smith is preparing to open a luxury estate in central Norway. With only 7 rooms available for exclusive buyouts, they will continue to use Mews for its efficient billing process and task management.
Integration spotlight
Synxis
SynXis is a leading inventory and reservations management solution that allows Eilert Smith Hotel to easily set up and manage their tailored distribution strategy. The two-way integration with Mews means that reservations, rate updates and room inventory are always up to date with no need for manual imports between the two platforms.