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Pinehurst Resort & Country Club Transforms Guest Check-ins and Staff Effectiveness

Nov 01,2019

Pinehurst is continually improving the guest check-in process using a mobile workflow management solution that modernizes housekeeping and staff efficiency.

The Challenge: High occupancy rates and elevated guest expectations were quickly outpacing the processes Pinehurst used to prepare for guest arrivals. Upon arrival, guest rooms were often not ready.

The Solution: The team implemented a digital solution that creates more efficient housekeeping workflows and reduces the potential for human error while meeting a high volume of guest arrivals.

The Results: A mobile workflow management system informs staff which rooms to prioritize for housekeeping, resulting in a productive staff schedule and quicker room turns.

The software automatically sends guests SMS alerts once their rooms are ready. Over a four-week period, more than 1,000 guest notifications were sent, which helped streamline the check-in process.

Our previously fragmented guest check-in process consumed valuable time. Now the best part is that the guest knows their room is ready often before the front desk realizes.”

Ed Nickelson, Director of Information Technology at Pinehurst Resort & Country Club

In addition to improving guest service by getting them to their rooms quicker, Pinehurst anticipates it will save $60,000 in operational labor efficiency and expects the savings will grow.

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