HOW TO MAKE CHECK- OUT AN AWARDING WINNING EXPERIENCE

Karin Boraston, Scandic

VP Operational Development

SCANDIC

The leading hotel chain in the Nordic

region with over 50 years experience.

Pioneers within sustainability since

1993. It is part of the Scandic DNA.

Scandic in numbers;

• 230 hotels in 8 countries

• 39,849 hotel rooms

• 13,500 employees

• Scandic Friends members 1,2 millon

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Mobile utilization is extremely high within the Nordic region and the guests

are experiencing self service solutions in their day-to-day life. Self-service

has moved from being a driver for productivity, to becoming an important

tool to increase the customer experience and overall service.

Scandic have seen a unique opportunity to take a position as the first hotel

chain that has successfully implemented an easy and hassle-free check

out concept across the hotel portfolio.

The check-out procedure is normally most intense during two hours (7 to

9 am). To ease the work load from employees, and at the same time

reduce the number of frustrated guests waiting for check-out assistance,

therefore seemed as the best product to innovate.

BACKGROUND - TIME WAS RIGHT

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OBJECTIVE TO FOCUS ON GUEST EXPERIENCE

Our key objective with solution: Strengthen the service and operational

excellence for our guests and hotels.

Key requirements on the solution:

• Guest focused solution , hassle free and easy to use

• Invitation based solution

• Guest recognition vital

• Proven technology utilising guest’s own devices

• Full and secure integration with our existing business solutions Micros Fidelio

Opera and Nets Payment

• User interface adoptable to Scandic web look & feel

• Cater for quick roll-out

• Easy administration within our hotel operations

Scandic’s mobile check-out solution was developed together

with and is hosted by Ariane Systems, with real-time

integration with Opera central hosted PMS and payment

integration with Nets EasyPayment.

A close cooperation with our selected partners were key to

the development to secure that we could optimise the

solution’s flexibility from our guest’s perspective.

The common focus has been to develop a solution with

minimal clicks and a smart system that is able to

recognize repeat guests, and the ability to store credit

card details.

SELECTED PARTNERS KEY TO THE SOLUTION

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Scandic is the first hotel chain in the world to

offer a customized one click online check-out,

across the chain.

Unique features;

• One click - via mobile, eReader or web

• Invitation via SMS or e-mail

• The ability to store credit card details for frequent guests

• Receipt sent by e-mail

• Individual check-out time

Investment: +600 000€

ONE CLICK ONLINE CHECK-OUT

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1. Pilot launch at 2 hotels

2. Minor adjustment to solution

3. Followed by implementation across all hotels within a

short time frame

Key success factors;

• Involves all hotels across the chain

• Pilot to verify that the solution will work and retrieve guest

feed back

• Quick launch face, country by country - a key to

strengthen the product and increase communication with

the guests/customers

• From decision to full implementation, all-in-all 4 months

FAST DEPLOYMENT SECURING GUEST BENEFITS

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• Scandic websites Q&A

• Social media; facebook, twitter, instagram

• You Tube; Movie about how to do mobile check-out at

Scandic

• Activities at all hotels, including check-out hosts

COMMUNICATION ESSENTIAL BOTH ON-SITE & OFF

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• Over 120 000 check out since launch

• Continued positive guest feed back

• Award winning solution both within Nordic and abroad

• HSMAI Norge

• HSMAI London

• Grand Travel Award Digital presentation

AFTER LAUNCH

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KEY SUCCESS FACTORS

• Guest driven – focus on guest value down to

the detail

• Learn from others not just WHAT but also HOW-

being first is tempting but too offer the best

solution is long-term a better goal

• Close partnership with chosen vendors, they

know the technology but you know your

business

• Pilot verification is must to secure the details in

guest interaction

• Fast deployment ensures attention both

internally as well provides value to the guests

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