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About EMA House
EMA House is a mixture of hotel suites and serviced apartments, with six prime locations around Zurich’s city center. All rooms benefit from hotel service, such as an e-concierge and regular housekeeping, and guests typically stay for long periods of time, a reflection of the high-quality care that EMA House provides.
Jonathan Anthamatten, General Manager at EMA House, used Mews in the previous property he worked in. He knew that they could improve the guest experience for their 60,000 annual guests by relieving pressure on staff, make big time savings through connectivity and automation, and introducing more guest-facing features.
100% online implementation delivered on schedule
Pain
EMA House moved hospitality system during the pandemic, which would have made a traditional onsite onboarding very challenging.
Solution
As a cloud-based system, Mews provides 100% online implementation. There was no need to install software or hardware onsite, meaning that staff were able to stay safe and keep to Covid-19 travel and distancing rules.
Result
• A six week timeline was planned with the group, with the deadline comfortably met
• Weekly calls helped to keep the implementation on schedule
• Staff were able to easily learn the new system with a demo account and Mews University online training guides
One Marketplace integration saves up to three hours daily
Pain
EMA House was using a channel manager that wasn’t integrated with their PMS. Whenever a booking was made through an OTA, a member of front office staff would manually input the entire booking into the system.
Solution
With Mews, the channel manager is fully integrated, and the reservation data is automatically transferred to the Mews platform. Staff spend no longer than five minutes double checking key information, inputting internal codes and manually allocating rooms, because the nature of their business model means that guests often request particular suites or apartments.
Result
• 5–10 minutes of front-office time saved per reservation
• Fully connected channel manager integration saves up to three hours every day
• No input mistakes due to human error
“Mews gives you so many opportunities because you have access from everywhere. It gives you more independence in creating your day because you don’t have to physically be in your office.”
Integration spotlight
EMA House currently use five integrations, from credit card payment processing to printer connections.
Hotel-Spider
Hotel-Spider is a distribution tool that EMA House primarily use as a channel manager. Constant two-way connectivity between Hotel-Spider and Mews hugely speeds up processes by cutting out the human middleman, which also cuts the number of manual errors.
Looking ahead
EMA House plan to continue embracing automated processes, enabling their staff to provide even better experiences for their guests. As Jonathan Anthamatten says: "Mews changed our operations very much already. Now our staff are rethinking processes, questioning whether all these stops on our daily list are necessary."
