“Self check-in process without face-to-face between staffs and guests has been highly praised by our guests. Especially during the coronavirus period, guests felt very comfortable without having to meet face-to-face.”
- PINN / owl Co., Ltd
Overview
PINN is a hub for making your trip more valuable. Its name is derived from “PIN” and “INN”. “PIN” means the place to make your trip experience more valuable and “INN” means an inn. The concept is “a hotel that enhances the value of your trip”. It features easy access from station, a large room where you can feel at home, and a smart accommodation system.
Challenges
At the beginning of hotel opening, they made reservation calendar in excel manually and it took them a lot of man-hours. Then they started to look for a suitable system solution which can help them both improve the operational efficiency and provide hospitality service to guests.
Solutions
PINN uses AirHost Hospitality Management System (HMS) and AirHost ONE products for their full remote hotel management solution.
PINN started to become an unmanned hotel since the implementation of AirHost Check-in system(AirHost ONE). They sent guide information to check-in guests by auto messaging function of AirHost system multiple times and reminded them that "Please check in in advance" regularly. Then it resulted that more than 70 to 80% of guests completed pre check-in steps before their arrival and check-in.
Online Travel Agencies (OTA): Airbnb, Booking.com, Expedia, Agoda, AsiaYo, Rakuten Travel, Jalan, Ctrip, Ikkyu
Results
Since the implementation of AirHost system, reservation information which used to be synchronized manually became auto sync, and everything can be automatically executed just by setting up reservation calendar and auto messing in AirHost system. Those functions impressed them a lot. So that as rooms number increase, they can reduce labor costs and human error to the minimum with operation automation.
All properties of PINN provided the solution for guests to self check-in just by a tablet so that PINN was able to respond remotely. Front desk became unmanned. And since more and more guests register their guest information when they pre check-in, PINN are now able to guide guests to their room smoothly without any congestion at front desk.
Client Feedback
As the UI of AirHost system supports multiple languages, it is very easy for our staff to operate the system as our company have many foreigner staffs. They commented many times that the system is so user friendly and they just need to open one reservation details page to have all informations they need to know for work. It is easy to collect and analyze guest data and download data easily in CSV.
We have implemented AirHost Check-in system from the beginning of our business. Self check-in process without face-to-face between staffs and guests has been highly praised by our guests. Especially during the pandemic period, guests felt very comfortable without having to meet face-to-face.
From now on, there are more than 10 hotels scheduled to be constructed in Sapporo city. we want to different from other companies as a hotel that for “live” rather than “stay” to win market competition.
*The case study above was compiled by AirHost according to the interview with PINN organized in June, 2020.
