Katarzyna Czopor, General Manager from Hotel Grand Ferdinand: Grand Ferdinand is a city hotel located in the city center, close to the regional communication center, with modern conference rooms and an atmospheric restaurant. In May 2018, we expanded it with additional rooms in the DeLux standard. At the turn of 2018/2019, the hotel underwent a general renovation, which allowed us to raise the standard and obtain 4 stars. Thanks to these activities and the work of the entire team, we have joined the prestigious group of Grand hotels. Congratulations! What differ your hotel from the competitors? What makes us different is: ensuring a high level of hospitality, exceptional awareness of guests' expectations and the promise of full comfort and unique style. These are undoubtedly advantages that distinguish us on the market not only in Podkarpackie Province. We receive numerous awards and distinctions, we also have very good reviews on booking portals. We are happy holders of Traveler Choice 2018 and 2019 awards and the TripAdvisor Gallery of Fame awards. Who is your target group? We are focused on a business customer, who values high-quality services, premium service standards and also pays attention to the amenities available in the facilities. How did it happen that you implemented our solutions so quickly? All in all, it took only 2 months! It’s true. Only two months elapsed from the first meeting to the implementation of all solutions (Profitroom Booking Engine, Profitroom CRM, website or Profitroom Channel Manager). In January, we decided to leave the network, and we wanted to act as soon as possible. We wanted to launch our own booking system and a website that will encourage more bookings. Finding a company on the market that would take on such a challenge was not easy. After the recommendations obtained from other hotel facilities, we decided to go for Profitroom. As it turned out, you offer a wide range of possibilities and several system improvements that we wanted, at it wasn’t common offer on the market. The knowledge and experience made us trust you. "As it turned out, you offer a wide range of possibilities and several system improvements..."
You have made the decision and the time has come to implement … Yes, and the professionalism of Profitroom turned out to be very crucial at that stage. The tasks progressed very quickly and efficiently. During the entire implementation process, we learned about all functionalities and the Profitroom Suite’s intuitiveness. We were positively surprised. We have a comparison to the network systems on which we have operated so far. The difference is huge. The system is easy, simple, legible and, above all, has the necessary tools to do business with full visibility.
What do you think is the key to generating direct bookings? The efficient system, ease of use and - above all - people who want to consciously create and create a brand are all key. Working with Profitroom software is pleasant and intuitive. It enables efficient price management. It’s also important that any issues we encounter are quickly dealt with. Technical support works quickly and reliably. In the past, the reservation acceptance system has often not worked correctly, resulting in our financial losses. Currently, thanks to such wide system functionality, we can efficiently attend to our business customers’ needs.
How did you convince your team to use CRM? We just showed them that it saves their time, eliminates errors and increases sales efficiency. As a result, the team bonuses are also higher than before the CRM time. The bonus system, which we introduced, has streamlined the work of the reception and sales departments. Our team cannot imagine working without Profitroom CRM anymore. The receptionists’ comfort has improved. Now, the reception has more time for our guests. It also raised the quality and standard of service as well as the level of satisfaction among our guests. The guest receives a clear stay offer, doesn’t ask additional questions as everything is clear to him/her. Also, the system has enabled higher monthly bonuses, which motivates our team to work. For the hotel, Profitroom CRM primarily means lower booking costs.
CRM also helps you communicate with the guests… Yes, automatic emails generated by the system are a very good solution. Thanks to that, we provide guests with important information, without generating any additional costs or staff work. We also use the newsletter option, but we do not overwhelm our guests with messages. Once a month we send an email informing about what we currently offer, what our seasonal offer is and about current promotions and packages. Thank you for this interview!Let's look at Grand Ferdinand Hotel's website: https://www.hotelferdynand.pl/en/
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