Citybox is a modern budget hotel chain with four properties in Oslo, Bergen city, Bergen Danmarksplass, and Tallinn (opening soon). Citybox focuses on good locations and spacious rooms with contemporary design, removing the unnecessaries like minibars.
Citybox has no front desk reception, restaurant, or bar. Instead, Citybox has its own check-in kiosk, a Host Office and the guests themselves take care of booking, payment, check-in, and check-out.
Managing multi-property budget hotels is highly demanding due to the sheer number of tasks with limited resources.
One of the biggest challenges was delivering guest service at each hotel. Placing a staff member at each hotel was too costly, yet they needed to be ready to answer guest questions. Therefore the hotel focused on developing its digital communications to meet traveller expectations while providing centralised customer service.
“Our way of running the hotel is trying to be as efficient as possible. We don’t have an open reception, just a backstage receptionist office, and invisible staff. Our staff used to have pretty heavy workloads and we wanted to free them from repetitive tasks.” – William Fosser, Revenue Manager of Citybox
How Bookboost helps
To address the challenge, Citybox clearly knew that it needed a Guest Messaging platform that integrates messages from all communication channels for all hotel properties into a central dashboard. Bookboost was implemented in 2018.
Bookboost’s Web Messenger and Unified Inbox implements a chatbot on the website and provides a browser-based unified inbox that integrates all messages from a variety of channels. Citybox uses the tool in different ways:
- Manage incoming inquiries
All enquiries come through the unified central inbox from the website, SMS, Wechat, Whatsapp, Facebook etc. The operator responds to all guests, using the pre-set answers feature for FAQs. Saving time in sourcing answers, typing and responding.
- Funnel conversations & assign tasks
Nearly all enquiries are handled by the operator, but where there are serious guest complaints, these are routed for response to each hotel’s general manager. This allows the hotel group to remain transparent and approachable putting the guests’ considerations first.
- Manage multi-property hotels
The Unified Inbox handles all Citybox properties, making the process more efficient for Therese. One account, one system for all hotels meaning only one person needs to handle the system.
“Bookboost has helped me a lot by unifying messages of guests and handling repetitive inquiries. I am able to cut the time that I spend answering repetitive questions and use the spare time to respond to more complicated issues or to connect with my guests. I work more efficiently with the help of Bookboost.” – Therese, Booking Coordinator of Citybox
- Save human resources & cost
Previously, Citybox would have had to place one staff member at each hotel to manage inquiries. After using Bookboost, they only need one staff centrally to supervise all 4 properties, saving 3 human resources at an estimated total of €81,358 per year in labor cost*.
- Save time
Through supervising all communication channels and properties with one staff, using pre-set answers, each staff saves an average of 50 minutes just on typing and 30-minutes looking for information each day.*
- Work more efficiently
Citybox has become more efficient in daily operations since using Bookboost, focusing their valuable time on critical tasks to provide better services and make their guests happy.
- Better guest experience
The seamless communication internally and externally has made Citybox’s guests satisfied. Inquiries are answered on time, requests are fulfilled properly, and even complaints are valued and taken good care of.