Challenge

Before implementing Akia and WebRezPro, the property relied heavily on manual processes:

  • Paper-based guest journeys: Staff spent hours sorting through stacks of paperwork to manage guest interactions and enter information into the system.
  • Manual team communication: The front desk notified housekeeping of guest checkouts, creating inefficiencies and pressure on the team.
  • Guest service overload: Frequent phone calls and in-person questions about basic property information resulted in longer wait times for guests, especially during peak times.

These challenges led to delays, errors, and a poor use of staff time, negatively impacting operational efficiency and the guest experience.

Solution

Akia and WebRezPro saved Oswego Hotel 50% of staff time by eliminating manual data entry and reduced front desk questions by 30%using Mini Apps. Automated messaging improved accuracy from incorrectly inputting data, automated delivery of welcome messages, triggered notification to housekeeping of checkouts, and offered digital guidebooks for guests that resulted in higher guest satisfaction.

Solution:

By integrating Akia and WebRezPro, the property automated critical touchpoints in the guest journey and streamlined team communication:

  • Guest messaging integration: The Akia-WebRezPro integration ensures guest information (e.g., phone number, email) is seamlessly synced, enabling automated communication like welcome texts and emails.
  • AI Responder: Automated replies to common guest questions reduced the need for staff involvement, allowing them to focus on high-value tasks.
  • Mini App (Digital Guest Directory): A digital hub with property details like restaurant hours and gym locations, reducing front desk inquiries and improving guest satisfaction.
  • Team chat for housekeeping: Akia now automatically notifies housekeeping when a guest checks out, replacing manual notifications and easing the workload on the front desk.

Results:

The integration of Akia and WebRezPro delivered measurable improvements:

  • Increased efficiency: Reduced manual data entry and paperwork saved hours of staff time, allowing them to focus on enhancing guest experiences.
  • Decreased phone calls: With information at their fingertips via the Mini App, guests no longer relied on front desk calls for basic questions.
  • Improved accuracy: Automated messaging between Akia and WRP eliminated errors like sending texts to the wrong number or inputting incorrect data. 
  • Enhanced guest experience: The AI responder handles standard guest inquiries, ensuring prompt responses even during busy periods
  • Boosted reviews: Positive guest feedback is directed to TripAdvisor, resulting in a noticeable increase in online reviews.