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About Mercure Roeselare
Mercure Roeselare, located in a busy business area of Roeselare, Belgium, is a part of Accor’s Mercure Hotels brand. With 87 rooms, 10 meeting spaces, a restaurant open 6 days a week, and even a fitness center open to the community, their weekdays see hundreds of people coming through their doors every day.
As a hotel committed to delivering a personal touch to every guest, General Manager Damien Janssens understands that value of powerful technology operating in the background.
Improved efficiency with Mews POS
Challenge
During Covid, when all food orders had to be ordered from the room and they were operating with a streamlined staff, Mercure Roeslare found itself needing a way to operate more efficiently so they could keep up with the needs from guests.
Solution
The solution was increased automation and digitalization. With the simplicity of using Mews PMS and, more recently, the addition of Mews POS, the staff has been able to save hours of time every day. And that's more time that they can focus on guests. In addition, the ability to send restaurant charges to a guest's room bill - and therefore the guest profile - digitally and seamlessly, has meant additional hours and frustration saved.
Result
- Staff save huge amounts of time by not having to file and manage paper tickets.
- They can also easily search and find tickets when questions arise rather than searching through stacks of paper.
With Mews POS, Mews PMS and a wide variety of integrations through Mews Marketplace, we have almost everything automated which is a great thing to see.
21st century streamlined ecosystem
Challenge
Legacy PMS solutions are often difficult to learn and navigate, with complicated screens and processes that take up much of hotel staff’s time. On top of that, applications from different vendors can add strain and risk.
Solution
As a cloud-native platform, Mews offers endless opportunities for integrations to meet the property's unique needs. Additionally, the automations and clean, interactive dashboards that sit at the heart of Mews Operations make it easier for staff deliver remarkable hospitality to guests while machines take care of repetitive tasks.
Result
- Around six hours saved per day thanks to automation across Mews.
- Faster onboarding times for new staff.
In an industry where human contact is more important than digital contact, having a platform like Mews that not only reduces time at a screen but also gives us more face time with guests is great.
A seamless and secure payment ecosystem
Challenge
Payments can be a time-consuming and impersonal part of the guest journey, while hotels require every transaction to be secure and reliable.
Solution
Mews Payments provides a connected ecosystem that makes payments a frictionless part of the guest journey. Once a guest has provided (and, if necessary, authorized) their card details, hotel staff can securely action any future payments with a single click. Mercure Roeselare also use a Mews Terminal as a fully integrated wireless card reader.
Result
- 100% payment automation for card transactions
- Zero chargebacks since moving to Mews
"We had a software to make payments; we had the software for organizing events; we had software for making keys; there were just a lot of stand alone systems. Mews helped us to integrate all the systems, making the life of our receptionist way easier.
Looking ahead
Damien has been - and plans to continue to be - an avid Beta tester for many Mews products. As he says, he's looking forward to creating this hotel - and a future hotel - as automated as possible using Mews. Similarly, he says he's eager to see how AI impacts hospitality tech.
