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How 30 SuitePad tablets simplify, enhance and make life and work more comfortable in the upscale vacation apartments at Alpenresorts Ladis in Austria.
Coziness, freedom, independence, and space are just some of the attributes that make vacation apartments, chalets, and lodges so appealing. For managers, this type of accommodation comes with special guest service challenges, challenges that call for time-efficient and transparent service. Perfect, then, for smart devices, perfect for the SuitePad room tablet.
ALPINE LODGES WITH HIGH STANDARDS
In contrast to regular hotels, the reception desk at vacation apartments, lodges, and the like is rarely just a few steps away from the room. Therefore, personal interaction with the property’s personnel is often not possible right away. This implies that each service also means longer routes and consequently more waiting time. Organization is essential because the guests' expectations are very high.
In Alpenresorts Ladis in the Tyrolean Oberland, five guesthouses with a total of 30 accommodations within a radius of about 15 km have to be serviced from one reception desk. This includes fresh bread breakfast service, bicycle rental, spa reservations, and much more. The hosts, therefore, strongly rely on the 8-inch SuitePad tablet in their chalets and vacation apartments.
"In order to fulfil all our different guest requests as promptly as possible in a coordinated and resource-saving manner, the investment has really paid off, and the service gain is great," explains Ms. Röck, owner and host of Alpenresorts Ladis in Austria.
Before the introduction of the SuitePads, the team had to exchange all information in the 30 accommodations before the summer season and also before the winter season. This meant going to every single accommodation, removing all the information leaflets and papers from the plastic sleeves of the guest folders bound in pigskin leather, and inserting the newly printed ones. A process that consumed time and labor each season, aside from the mountains of paper printed.
Today, all that information is contained in the tablet. Just a few clicks are needed, and guests can see the current season's offers in the El Dorado adventure area around Ladis in Tyrol, including several useful links. The quick and directly accessible information updates were a big relief for the Röck family and their team, especially during Corona times when the cable cars’ or adventure areas’ schedules were constantly changing.
"We can easily customize any news about the excursion destinations, restaurants, and the summer and winter offers to the individual hotels, right at the front desk. This feature alone made the switch to the new tablets worthwhile. On top of that, there are additional functions such as the bread or breakfast service, push messages, digital booking extensions, and improved cleanliness," confirms Ms. Röck.
Less relevant but equally important information elements, such as operating instructions for the safe, the whirlpool, or the kitchen equipment, can also be found here. The guests at Alpenlodge Alexander, where luxury is a priority, are especially appreciative of the easily accessible information about the amenities.
PERFECT DISPLAY OF ADDITIONAL SERVICES
In addition to the basic information available on-site, the Ladis team posts additional highlights online, along with images and detailed technical data for each, such as the option to rent e-bikes directly from the property; which are ready with just one click. Additionally, guests can conveniently book linen changes and laundry services without having to pick up the phone or go to the main reception desk.
Along with giving consistent information, the Ladis team uses the SuitePad tablets to deliver targeted and timely information on special features. For instance, the SuitePads can display a brief message like the following: "Tomorrow, there will be a guided hike to the popular Hexenkopf. Confirm your participation with one click".
The Röck family appreciates not only the push notifications but also the high degree of personalization.
For example, this notification is only delivered to guests who have come to Tyrol to hike. When the guest enters the room and approaches their tablet for the first time, the message window "pops up," and it can either be dismissed or clicked on. Even for this, in the past, a paper printout was required, as was an extra trip to the rooms of the various residences, or the receptionist would have to hunt for interested guests - all day long.
A PERFECT START TO THE DAY
The hotel’s bread lists took up even more time and paper than the guest directory. This is because guests at Alpenresorts Ladis can order breakfast or just bread rolls. In the past, this meant that a new bread list had to be prepared in each accommodation every day, which guests could hand in or leave in the rooms. The list needed to be completed and ready for pickup by five o’clock in the evening so that the order could be placed on time. Here, too, the Ladis team had to run everywhere every day. In a region that focuses on a sustainable way of life, this did not cause much delight.
Today, the bread roll service looks like a digital web store, with photos of the baked goods, a list of ingredients, and more. The resort staff receive the order digitally the moment the guest clicks on what they want for breakfast the next morning, requiring no additional work from any team members.
Confusion of any kind is a thing of the past at this point. Digital means transparent and, therefore, safe from mistakes. In addition, if the order is placed too late for the next day, the guest is instantly informed digitally so that they can reschedule in time, and the front desk staff does not have to make frantic attempts to contact the guest in the evening.
The property provides a customized breakfast basket in addition to just bread service. Just like in a small store, guests can self-assemble cheese, sausage, jam, freshly squeezed orange juice, muesli, and other items themselves and also order directly online. A service that is just as popular and used often and which would not be possible without SuitePad.
The guests’ next breakfast is reserved with just a few clicks, which benefits both the guest and the host. "The investment in the SuitePads was beneficial regardless, but above all, the in-room tablets offer a perfect solution for our bread service, which has been much easier to manage since we started using the tablets," confirms Ms. Röck. But wine and other drinks can also be ordered at any time via the in-room tablet, a service offer that the guests gladly take advantage of.
SOMETHING NEW - MODERN & STYLISH
When guests arrive at the reception desk, the staff explains how the digital guest directory works and how they can find all the information about the accommodation and the region. "From the first day, the tablets were well received. Our guests are typically very independent and tech-savvy. Whether it's younger couples or families who come in the summer, or senior guests, often with dogs, who we frequently host in the fall and winter," Ms. Röck explains. The reactions are largely positive, and the Ladis team hears exclamations such as “cool” or “that’s different” from new guests very often.
When it is mentioned that the TV can also be controlled via the tablet, it serves as a second nice surprise that is happily appreciated. Above all, the increased hygiene aspect of using the SuitePads has been a significant benefit for hosts and guests recently.
According to the Ladis team, the conversations between the guests and the front desk staff are still dynamic. "Some guests just comment that everything works and that they feel comfortable. Others inquire where they are allowed to park their bikes or with which card they should pay. All questions are answered digitally, which is just as personal an exchange as over the phone, but more modern and preferred by many guests," says Ms. Röck.
The Ladis team responds via email, SMS on the guest’s cellphone, or WhatsApp, depending on what the guest prefers. This way, problems can also be solved right away. "Guests like how quickly we respond to specific requests via the SuitePad. Often they're quite surprised; they write to us, and a few moments later, we're already there to help."
The use of SuitePads has made life considerably easier for reception and back-office staff at Alpenresorts Ladis and further strengthened their philosophy of sustainable, modern accommodation.
📸 Copyright: Alpenresorts Ladis & SuitePad
Published on 04 April 2023
