How a Hotel Reduced Reception Calls by 40% Using QR Codes

The Problem: Overloaded Reception and a Constant Stream of Repetitive Questions

For a 50-room hotel, daily routine had become a major problem. The reception staff was handling over 100 calls a day, most of which were related to the same questions: how to connect to Wi-Fi, where to find the hotel's contact information, what's on the room service menu, and how to get around the city.

This high workload led to several negative consequences. Firstly, the staff was constantly overwhelmed, which reduced the quality of service. Secondly, guests had to wait for answers to their questions, negatively affecting their experience. Finally, the hotel lacked any analytics on the most frequent requests, which hindered process optimization.

The Solution: Implementing a Comprehensive QR Ecosystem

To solve the problem, a QR Ecosystem was implemented to automate guest communication. Instead of making guests call, they were given instant access to information by scanning a QR code. Three main types of QR codes were created, each serving a specific purpose.

These QR codes were stylishly designed and placed in strategically important locations: in frames on the wall of each room, at the reception desk in the lobby, and on business cards given to guests at check-in. This ensured maximum information accessibility at all times.

Impressive Results: Reduced Workload and Increased Revenue

The results of implementing QR codes exceeded all expectations and were reflected in concrete numbers. The most significant achievement was a substantial reduction in the workload for the reception staff.

• The number of calls to reception decreased by 40% (from 100+ to 60 per day).
• Guest satisfaction increased by 25% due to quick and convenient access to information.
• Room service orders increased by 10% as guests could see appetizing photos of the dishes on the menu.
• Staff time savings averaged 2 hours per day, which could now be directed towards improving service quality.

These changes not only improved operational efficiency but also directly impacted financial performance and the overall guest experience at the hotel.

Guest Behavior Analytics: What's Behind the Scan?

One of the key advantages of the system was the ability to collect analytics on QR code usage. This data provided better insights into guest behavior and needs.

• 80% of guests scanned the QR code to connect to Wi-Fi within the first hour after check-in.
• 60% of guests were interested in general hotel information and a city map, scanning the 'Business Page' QR code.
• 30% of guests browsed the room service menu.

The analysis also revealed a peak in scanning activity. Most interactions with QR codes occurred in the evening, from 6:00 PM to 10:00 PM, when guests returned to their rooms after their day's activities and planned their evening.

Additional Benefits and Quick ROI

Beyond the main results, the QR ecosystem provided the hotel with several valuable additional benefits. Firstly, multilingual support: the system automatically detected the guest's device language and displayed information in their native tongue, which is especially important for international tourists.

Secondly, dynamic updates. If the Wi-Fi password needed changing or the menu needed updating, there was no need to reprint any materials. Changes were made in the central system and became instantly available to all guests. The system could also integrate with the hotel's PMS for automatic information updates.

Thanks to staff time savings and additional revenue from room service, the investment in the QR ecosystem paid for itself in just one month. In all subsequent months, the system generated net savings and profit.

Scaling Success: From a Single Hotel to an Entire Chain

The successful experience of the pilot project served as the basis for scaling the solution. The management company decided to implement the QR Ecosystem in all 10 hotels of its chain.

Using a unified management system allowed for centralized control and updating of information for all properties, while still maintaining unique data for each hotel (such as menus or contact details). This approach ensured the standardization of a high level of service and operational efficiency across the entire chain, confirming the versatility and flexibility of this solution for the hotel industry.