Opened in 2008 within the heritage-listed walls of the former Germania Brewery, Factory Hotel in Münster blends historical industrial charm with modern comfort. Its unique architecture – a striking combination of exposed brickwork, steel beams, and contemporary concrete – gives the hotel a character all its own. With 128 stylishly designed rooms, 16 luxurious suites, two outstanding restaurants, and nine exceptional meeting spaces, Factory Hotel offers the perfect setting for an unforgettable stay in Münster.

At the same time, Factory Hotel faces the typical challenges of modern hospitality: rising expectations for digital solutions, a shortage of skilled staff, and the need to streamline operations. To meet these demands while delivering benefits to both guests and staff, the hotel chose Hotelbird’s innovative digital check-in and check-out solution.

Challenge #1: A Solution That Wins Over Both Guests and Staff

Factory Hotel was looking for an innovative way to optimize its check-in and check-out processes. The goal: offer guests more flexibility, reduce waiting times, and relieve staff by automating repetitive tasks. While the market offers plenty of digital options, the real challenge was finding a solution that was not only functional and user-friendly, but also seamlessly integrated into existing workflows.

It was especially important to offer guests a range of options to meet their individual needs. The solution didn’t need to be 100% digital – rather, it had to provide as much flexibility as possible so that every guest could choose their preferred way to check in and out.

The Solution: A Flexible Approach to Personalized Guest Experiences

Factory Hotel’s Managing Director, David Deilmann, first encountered the Hotelbird solution during a stay at another hotel – and was immediately impressed by its user-friendliness and convenience. This positive firsthand experience quickly brought Hotelbird into close consideration for Factory Hotel.

The final decision in favor of Hotelbird came after a thorough comparison of various providers. Key factors were the ability to offer greater flexibility to guests and the automation of processes that ease the workload on staff. Hotelbird stood out with its ideal combination of functionality, seamless integration, and the potential to significantly enhance the guest experience in the long term.

The Outcome: A Guest Journey That’s Back in the Spotlight

With Hotelbird, Factory Hotel was able to integrate multiple entry points into the guest journey: some guests use the digital guest folder even before arrival, others begin with mobile pre-check-in, or use an iPad terminal on site. Still others prefer personal interaction and start their journey at the bar or front desk.

Hotelbird’s flexibility also allows staff to be directly integrated into the check-in process. For example, bar staff can see when an early-arriving guest sits down for a coffee and wants to check in – and can initiate the process right there on the spot. The iPad terminal, which will soon be introduced at Factory Hotel, serves not only as a digital touchpoint for guests but also as a mobile tool for staff. This versatility makes it possible to offer every guest an experience tailored to their individual needs. David Deilmann, Managing Director of Factory Hotel, adds:

“Hotelbird convinces us through the sum of its advantages. It allows us to bring the guest journey back into focus – with the guest always at the center.”

Challenge #2: Tackling Staff Shortages and Optimizing Processes

Factory Hotel faced the challenge of overcoming staff shortages, equipping the team to work confidently with new technologies, and delivering genuine added value to guests. Long queues at the front desk and time-intensive administrative tasks were affecting both guest satisfaction and the overall efficiency of the team.

“The biggest challenge was breaking old habits. But the key learning was clear: the more closely the team is involved, the faster the transition succeeds,” explains David Deilmann, Managing Director of Factory Hotel.

The Solution: Team Engagement and Digital Innovation

From the very beginning, Factory Hotel focused on thorough training and active team involvement. Staff were engaged through regular feedback sessions throughout the implementation of the digital check-in and check-out system, ensuring a smooth rollout. Hotelbird now enables guests to complete the check-in and check-out process flexibly and digitally – either online or, in the future, via digital iPad terminals. As a result, overall efficiency has improved, and the team’s workload has been significantly reduced.

“Our team was involved from day one. We organized training sessions to familiarize everyone with the new software and addressed open questions right away. That way, we ensured no one felt left behind,” emphasizes Deilmann.

The Outcome: 8 Minutes More for Each Guest

The digital processes have significantly reduced the team’s workload. On average, 8 minutes per guest, previously spent on check-in and check-out, can now be redirected toward personalized guest service. This has led to noticeably higher guest satisfaction and a motivated team.

“The reception, as we used to know it, is no longer essential – instead, our front desk staff are now there to support guests wherever and whenever they need help,” explains Deilmann.

The positive effects are also reflected in guest acceptance: tech-savvy travelers in particular appreciate the option to manage their entire stay digitally.

Factory Hotel’s Setup