Night Audit at the Mercure Hotel Hagen
Jun-Dec 2023
Mercure Hotel Hagen, a renowned hotel, was faced with the challenge of optimising its night-time operations and continuously improving guest satisfaction. To achieve these goals, the management decided to introduce VP Solution's Night Audit Service. This case study looks at the implementation of the service and the resulting improvements.
The challenge
Before implementing VP Solutions' Night Audit service, Mercure Hotel Hagen was struggling with several operational challenges during the night hours. These included inefficient data collection processes, lost time in reporting and difficulties in ensuring smooth guest service overnight. This led to lower guest satisfaction and ultimately a negative impact on hotel ratings.
Solution
VP Solutions implemented a comprehensive night audit service that was specifically tailored to the needs of the Mercure Hotel Hagen. The service included the automation of data collection, the optimisation of nightly reporting processes and the training of night staff to ensure excellent guest service.
Realisation
The Night Audit Service was introduced in stages, starting with a detailed analysis of the existing night processes. VP Solutions first introduced a pilot phase to assess the impact of the changes and make any necessary adjustments. Once the new processes had been successfully validated, they were fully implemented.
Results
The introduction of VP Solutions' Night Audit Service led to significant improvements in various areas:
Lower failure rate
The introduction of the night audit and the resulting greater flexibility of the available staff has reduced the absenteeism rate during the night hours by 70%. This reduction in overwork and stress led to greater job satisfaction among the team.
Improved guest satisfaction
With a smoother check-in and check-out process and 24/7 availability of qualified staff, guest satisfaction increased noticeably. This was reflected in a 10% increase in positive online reviews.
Optimised operating processes:
The training of the night team led to improved guest service and more effective problem handling during the night.
%
Lower failure rate
%
Positive online reviews
%
Optimised operating processes
Conclusion
The implementation of VP Solutions' Night Audit Service has enabled the Mercure Hotel Hagen to effectively overcome night-time challenges and increase guest satisfaction at the same time. The reduction in staff absenteeism contributed significantly to the stabilisation and increased efficiency of hotel operations. This successful project demonstrates how customised solutions can bring about significant improvements in the hotel industry.
Future prospects
Mercure Hotel Hagen plans to continue using VP Solutions' Night Audit service and extend it to other areas in order to continuously improve service and guest satisfaction.
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