Guestnet

Rethinking Family Holidays: The ULRICHSHOF and the Benefits of Modern Hotel Tools

ULRICHSHOF Nature • Family • Design, one of Germany's leading children's hotels, aims to offer guests a modern, digital service experience while simultaneously optimizing team collaboration. With the solutions provided by Guestnet and hotelkit, the hotel has been able to structure its internal processes, improve communication, and elevate guest service to a new level.

In this interview, Nikolaus from ULRICHSHOF shares the advantages of these systems, how they are used in daily operations, and what insights other hotels can gain from their experience.

The Interface in Numbers

Approximately 60 messages are forwarded from Guestnet to hotelkit every 24 hours

In the last six months, 4,526 handovers were created in hotelkit

2,180 repairs and 2,560 guest requests were processed within six months

17,108 program sign-ups via Guestnet

21,801 people were registered for an activity

On average, 1.27 people per sign-up

What were your main reasons for deciding to implement Guestnet and hotelkit?

Our goal was to optimize internal communication while also providing our guests with a modern, digital service experience. Guestnet and hotelkit offered exactly the tools needed to seamlessly connect these two areas.

 

Our main objectives were to increase team efficiency, improve transparency in internal communication, and offer our guests an even more personalized and faster service through digital solutions.

 

Which specific features of Guestnet and hotelkit do you use the most?

The features we use the most in the Guestnet app are the animation and weekly program registration functions. As a family hotel with many additional offerings, it is crucial that this area works flawlessly and with minimal effort. In hotelkit, we primarily use the task management tools (repairs, guest requests) and communication tools (handover, manual).

How do you use the interface between Guestnet and hotelkit in daily operations?

The interface allows us to transfer registrations for the weekly program directly from Guestnet to hotelkit, ensuring that they are immediately forwarded to the relevant departments without delay. This ensures smooth implementation and documentation. Additionally, the upselling tools for booking wellness treatments and beverage services are also utilized.

Which departments benefit most from the integration, and how?

  • Reception: Quick and structured information about additional revenue.

     

  • SPA: Efficient communication of spontaneous availability via ticker and push notifications.

     

  • Service: Personalized drink service at the table, leading to additional revenue.

How have the platforms improved communication and collaboration within the team?

The platforms have created a central digital point of contact, which has virtually eliminated misunderstandings and loss of information. Additionally, cross-departmental collaboration has been strengthened as all team members can access the same information.

Have there been improvements in the response time to guest requests and inquiries?

Definitely. By directly forwarding and assigning tasks, we were able to significantly reduce response times and thus increase guest satisfaction.

Die Tools ermöglichen es uns, Papier und manuelle Arbeitsabläufe zu reduzieren. Gleichzeitig sparen wir durch die optimierte Kommunikation Zeit, die wir direkt für unsere Gäste einsetzen können.
The tools allow us to reduce paper usage and manual workflows. At the same time, the optimized communication saves us time that we can devote directly to our guests.
Owner
How does the solution support your employees in their daily work routines?

Employees are relieved through clear processes and transparent task assignments. At the same time, the tool provides better visibility of prioritized tasks.

Have there been measurable improvements in guest reviews or guest satisfaction since the implementation?

Yes, we’ve noticed that our guests more frequently praise the speed and reliability of our service. This is reflected in higher satisfaction scores and positive comments in reviews. Additionally, our response time to negative feedback has significantly improved—and in some cases, the tools even helped uncover issues in the first place.

Are there any plans to further expand the use of the platforms in the future?

Currently, due to increasing demand, we are considering the daily digital distribution of the weekly program. For this, we are planning to add Guestnet’s morning newsletter feature.

Are there specific KPIs that prove the integration has led to increased revenue?

Thanks to more efficient management of additional services—such as short-term bookings for wellness treatments or add-on packages—we were able to reduce downtime in the spa department to virtually zero during peak season. There are no gaps anymore.

The collaboration has not only helped us work more efficiently, but also enabled us to offer our guest families an even more wonderful holiday experience.
Nikolaus Brandl
Owner
What advice would you give to other hoteliers considering a similar solution?

Success depends on how well the platform is integrated into daily operations. Thorough staff training and a clear benefit for all involved are essential.

Are there any best practices or tips you've gained from working with Guestnet and hotelkit?

asset_imageAn open feedback culture within the team and with the providers is essential to continuously adapt the tools to the needs of the operation. Regular updates and actively involving employees ensure strong acceptance.