How The Westin Reserva Conchal eliminated reservation lines and increased premium service revenue by 45%

They needed a streamlined and intuitive digital reservation system

Before implementing STAY's guest technology, The Westin Reserva Conchal faced several challenges affecting guests and staff. With an average occupancy of 90% and approximately 900 daily guests, managing reservations and ensuring a smooth experience were complex tasks.

Hernán Biganhi explains:

“The resort relied on traditional methods for restaurant reservations, such as phone calls and in-person visits to the front desk, which placed significant pressure on the hotel staff and led to long wait times and a subpar experience for guests due to delays and the need to move around.”

This analog and rigid system also made it challenging to manage restaurant schedules, especially when changes were needed for private events or variations in guest numbers.

"Adjustments had to be made manually, leading to inefficiencies and limiting the ability to respond to guests' real-time needs quickly."

With these operational challenges, The Westin Reserva Conchal sought a solution to streamline its processes and enhance the guest experience.

STAY was chosen for its ease of use for guests and staff and its ability to enable all services on the clients' smartphones

STAY stood out as the ideal option due to its digital platform.

"The key was its simplicity of use for guests and staff; it is a robust and flexible solution. The Restaurant Reservation System played a key role in this transformation. It was essential that the staff felt comfortable using the CRM and that it was easy for our employees to adopt."

The software provided an intuitive interface, allowing restaurant managers to visualize table layouts, easily adjust, and quickly respond to guests' needs.

“Weekly schedule changes due to occupancy or private events are now manageable and easy to implement. The flexibility STAY provided made even the most complex adjustments, like joining tables or setting up special dinners, easy to execute.”

Additionally, STAY allowed for a significant increase in the visibility of the resort's product and service offerings, from romantic dinners to spa treatments. The results came quickly.

Reservation lines were eliminated, premium service revenue increased by 40%, and 1.5 tons of paper were saved

The adoption of STAY technology has brought significant improvements to The Westin Reserva Conchal.

“One of the most notable outcomes has been the change in how guests make reservations. Now, 60% choose to make reservations directly via their smartphones. This change has eliminated the need for unnecessary waits and trips to the front desk, improving the overall guest experience and allowing staff to focus on offering more personalized service.”

The resort has also seen a notable increase in revenue generated from services offered through the app, as explained by General Manager Hernán Biganhi:

“We have quantified the increase in premium service sales, such as romantic dinners and spa treatments, by 30% to 45% thanks to STAY, depending on occupancy.”

Instant Feedback has allowed the resort to gather real-time guest satisfaction feedback, facilitating the rapid resolution of issues and preventing potential negative experiences.

Thanks to STAY's consumption and behavior metrics, the resort has uncovered interesting trends in guest preferences.

“For example, pickleball court reservations were more popular than tennis bookings. This led to the decision to build a new pickleball court, an investment backed by concrete data. It's just one example, but now we have better insights to make better decisions.”

Another notable achievement of the resort has been its contribution to sustainability by reducing paper usage.

“Before STAY, the resort printed approximately one sheet per guest per day, in addition to menus and other materials. This added up to 300,000 sheets of paper annually, equivalent to 1.5 tons."

“With the adoption of STAY, this consumption has been drastically reduced, resulting in significant cost savings and supporting environmental initiatives.”

Hernán Biganhi, General Manager