How Grupotel improved the experience and results of its vacation hotels with STAY

Digitize hotel information first… and improve operational efficiency after

María Bel Mandilego is Head of Corporate Communication at Grupotel Hotels & Resorts. She was one of the key players in implementing STAY in the chain and explained to us the initial objective they were looking for.

“The digitization of information at Grupotel Hotels & Resorts emerged as a strategic need, driven by our firm commitment to sustainability and the continuous improvement of our tourism offer. We began to explore solutions that would allow us to digitize hotel information and its services, thus reducing the use of paper in our establishments." 

"This objective reflects our vision for the future and has been vital to optimizing the customer experience, aligning technology with a more agile and respectful operation.”

As we will see later, this was just the beginning since the chain was encouraged to test STAY's PRO functionalities, which help digitize restaurant reservations, sports facilities, or spas. Optimize and offer through mobile room service, orders, or instant feedback.

María Bel continues explaining the first approach to STAY. 

Implementation of PRO functionalities for more efficient operational management for guests and staff

The implementation of STAY at Grupotel consisted of two phases: 

In the first phase, which sought to digitize information, schedules, etc., STAY was chosen because it met demanding usability requirements for guests and staff.

 María Bel, Head of Corporate Communications in Grupotel, explains it,:

“We selected STAY after an in-depth analysis of our needs and the challenges of digitization. STAY's ability to unify all customer communication channels and management on a single platform was decisive. Additionally, the app's ease of use, both for our teams and our guests, along with the constant support and flexibility offered by the STAY team, convinced us that it was the right tool to carry out this transition.”

Was it easy to change operations and implement a new system in a chain the size of Grupotel? How did the staff get involved?

This is Maria Bel’s view:

“We decided to start with a gradual implementation that would ensure smooth adoption by our teams. The digitization of information and the bookability of certain services generated immediate efficiency and benefits for the customer experience. Using a unified platform allowed us to centralize management, freeing our staff from repetitive operational tasks and allowing them to focus on customer service more directly and effectively.”

Here, the Head of Corporate Communications at Grupotel goes functionality by functionality.

Regarding Mobile Ordering PRO -functionality that allows guests to order and pay from their mobile phones without having to travel or for a server to take their order-María Bel explains that: 

“We implemented Ordering PRO to expand coverage in some service areas, such as the pool and terrace, allowing guests to place orders and pay from their smartphones. This solution improved our operational capacity, reducing waiting times and staff travel, thus improving the experience of both guests and teams, especially in high-demand areas.” 

And as far as Spa Booking System PRO, Bel says that: 

“With Spa PRO, we have been able to automate the management of treatment requests, providing clients with a clear view of availability based on the chosen treatment, the available cabins, and the assigned therapist. This automation allows our team to dedicate more time to personalized attention, thus improving the quality of service and the individual well-being of each client.”

Better informed guests who do not wait in lines, an agile and efficient staff, and more points of sale that generate income

María Bel is happy with the results and is glad to have made the leap to STAY's PRO functionalities after that initial phase in which they digitized information, catalogs, or schedules. 

“The implementation of STAY has exceeded our expectations, becoming a fundamental pillar of Grupotel Hotels & Resorts' digital transformation. In this first year, we have improved the customer experience, optimized operational efficiency, and seen increased revenue in several areas. Digitization has lightened the workload of our teams and streamlined the updating of information. Features such as Mobile Ordering PRO and Spa Booking System PRO have personalized our services and improved data visibility, making STAY a strategic ally on our path toward sustainability, team well-being, and customer satisfaction.”