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Category: Success Stories

  • Jaz in the City Amsterdam: From 0 to 60% automated check-in rate in six months

    Jaz in the City Amsterdam: From 0 to 60% automated check-in rate in six months

    Jaz in the City Amsterdam: From 0 to 60% automated check-in rate in six months

    How Jaz in the City Amsterdam scaled its operations with a future-ready tech stack, a hands-on rollout, and a team mindset built on curiosity and change management.

    PMS: Oracle Cloud

    LOCKS: ASSA ABLOY

    PAYMENT: Nexi

    60

    percent

    automated total check-in rate

    58

    hours

    per month saved in manual check-ins

    90

    PERCENT

    less manual administrative workload

    When it opened in 2015, Jaz in the City Amsterdam was the first hotel of the young lifestyle brand Jaz in the City. It is part of the H World International portfolio, which also includes the Steigenberger Hotels & Resorts and IntercityHotel brands.

    Located in a culturally vibrant area, the hotel attracts international travelers looking for a lively and individual experience. Music and urban culture are at the heart of the concept: artists come together for concerts, the public spaces feature changing exhibitions, and the kitchen serves both traditional and urban dishes. Guests can also enjoy gyms, spas, and conference rooms – a unique experience that can truly be heard, seen, and felt throughout the entire property.

    A STRONG BRAND, BUT A SETUP
    THAT NO LONGER SCALED

    Before working with Hotelbird, Jaz in the City Amsterdam had the brand, the vibe, and the guest loyalty – but their operational setup was under pressure.

    As a popular hotel during concerts and events, they experience strong fluctuations in arrival and departure patterns, often with 90% of interactions occurring within just a three-hour window. For the team, this meant long lines, a high administrative workload, and limited time for the personal, casual interactions Jaz in the City is known for. For the hotel, it meant high labour costs to cover peak times and a setup that did not scale sufficiently for a high-volume urban property.

    The largely manual experience also no longer matched industry standards for a digital, automated guest journey – something the hotel wanted to offer its guests.

    In addition, compliance requirements in the Netherlands added extra pressure. Capturing required guest data manually made the process slow and increased the risk of human error or skipped fields. Knowing that better solutions exist, Jaz in the City Amsterdam wanted to handle this process more efficiently and reliably.

    Recognising the need for a setup that could support the desired changes, Jaz in the City Amsterdam switched to Oracle Cloud as their PMS, paired with the Oracle Hospitality Integration Platform (OHIP).

    This laid the foundation for automation at scale and paved the way for introducing Hotelbird as their guest experience platform. With this change, Jaz in the City Amsterdam was able to connect PMS, locks, and payments seamlessly and focus on four goals:

    #1

    Increase the automated check-in rate to at least 50%.

    #2

    Reduce administrative tasks and free up more time for meaningful guest interactions.

    #3

    Provide a more modern, convenient experience for guests.

    #4

    Automate data collection reliably and in line with legal requirements.

    not just a technical launch,
    but a rollout led from the lobby

    Once the new tech stack was live, Jaz in the City Amsterdam rolled out the full Hotelbird platform, including web check-in, the guest directory, self-service terminals, and automated communication. Most importantly, they approached the rollout as a change project, not a technical switch.

    From the start, management took an active and visible role. Front Office management spent the first weeks in the lobby alongside the team with tablets, checking guests in themselves and demonstrating how the new workflow worked in real situations. They guided the team through the transition with authentic support and answered questions directly on the floor. This created an environment where staff felt safe to try, learn, and build confidence at their own pace.

    What stood out most during this phase was the mindset. The team was open to advice, willing to test new approaches, and eager to make the solution work. As soon as staff saw how much administrative work disappeared through digital check-in, adoption accelerated naturally.

    Guest enablement played an equally important role. With Flying Reception mode, portable tablets staff could use anywhere in the lobby, the team supported guests directly where they were. Demonstrating the process, answering questions on the spot, and guiding guests through their first digital check-in helped build trust and brought back more of the personal interaction Jaz in the City Amsterdam wanted to focus on again.

    We didn’t just switch on a new guest journey. From day one, we were in the lobby with our colleagues, actively guiding them and our guests. This resulted in an even more motivated and enthusiastic team. Looking back, this was one of the best side effects of the rollout.

    Kevin van den Aardweg, Front Office Manager

    from invite to check-out:
    a fully digital guest journey

    With the team fully onboarded, the new setup quickly became part of daily operations. Connected through Hotelbird, every major step of the guest journey is now digital and automated:

    CHECK-IN INVITES
    Before arrival, guests receive a hotel-branded email inviting them to complete their check-in online.

    WEB CHECK-IN
    Guests complete their registration and pre-payment ahead of their stay and receive a personal QR code for key card creation on site.

    CHECK-IN ON SITE
    Guests who still prefer to check in at the hotel can complete the entire process at the self-service terminals, including generating their key card.

    DIGITAL GUEST DIRECTORY
    Guests can access all hotel information, opening hours, and practical details on their own devices throughout their stay.

    CHECK-OUT
    Guests can check out online or via the self-service terminals, with payments and invoices handled automatically.

    The result: a guest journey that benefits
    guests, staff and the business alike

    Jaz in the Cit y Amsterdam set out to handle peak times more efficiently, reduce administrative workload, and modernise the guest experience. Six months af ter go-live, they ’ve not only met these goals, they ’ve exceeded them – a trend that continues still today.

    BUSINESS IMPACT

    Automation has become a stable part of daily operations, reducing pressure during peak times and mitigating compliance-related risks.

    60%

    automated total check-in rate. 

    58H

    saved per month in manual check-ins.

    Fully compliant and error-free data synchronisation with Oracle Cloud.

    STAFF IMPACT

    The new setup has created calmer peak hours, reduced stress, and enabled more meaningful service, all leading to a higher team satisfaction.

    90%

    less manual administrative worklaod.

    Fully manual check-ins are becoming increasingly obsolete.

    Staff have more time for genuine guest interaction.

    GUEST IMPACT

    Guests enjoy a faster, smoother and more independent experience. 

    84%

    of guests who receive a digital check-in invitation accept it.

    Guests skip queues and generate their key card within seconds.

    Digital access to hotel information increases clarity and convenience.

    With Hotelbird, we’re now seeing results that go beyond what we expected not just in numbers, but in how smoothly everything runs.

    The best part is that guests hardly notice the technology at all. For them, it simply feels natural and many are positively surprised by how convenient the experience has become.

    marjolein bruschke, general manager

    the unexpected win:
    new confidence on the lobby floor

    Some team members naturally feel more comfortable staying behind the reception desk when interacting with guests – something Kevin van den Aardweg had hoped the new setup would help change by encouraging more confident movement on the floor. What he didnt expect was how quickly the quieter team members began stepping forward once they saw, through their own onboarding and from their colleagues, how much the digital check-in process reduced their administrative workload.

    With fewer manual steps and the support of Flying Reception tablets, their confidence to approach guests proactively increased. Supporting guests on the floor became easier and genuinely helpful for their daily work. It also created a noticeably more open and welcoming atmosphere in the lobby, which guests picked up on immediately.

    Seeing some of our quieter team members step into the lobby and engage with guests so naturally was a great moment. The new setup really helped them feel more confident to engage with guests on the floor.

    Kevin van den Aardweg,
    Front Office Manager 

    3 things other hotels can learn
    from jaz in the city amsterdam

    Jaz in the City Amsterdam didn`t succeed by chance, they took the right steps at every level. They reimagined their guest journey, realigned their tech and trained their team.

    The result: smarter, smoother, more modern operations that benefits everyone – guests, staff, and the business alike. Their journey shows what s possible when vision meets action, and when technology is backed by change management.

    For other hotels looking to automate their guest journey, here are three takeaways to consider:

    #1 Your PMS makes or breaks your automation

    If it s not cloud-based, there won`t be any automation – no matter how hard you try to work around it. It s better to make the switch now than face the same challenges later and end up switching anyway. In Jaz in the City Amsterdam s case, the move to Oracle Cloud was strategic. They knew the processes they wanted to automate were only possible with an industry-leading PMS.

    #2 Know exactly which goal you hope technology to serve

    Don`t digitize for the sake of it, it will lead you nowhere but to frustration. Be clear about what you want your guest journey to look like, and choose the setup that supports those use cases, not the other way around. For Jaz in the City Amsterdam, the goal was clear: automate more than 50% of check-ins to reduce admin work and handle peak times more effectively.

    #3 Lead change by example

    Your team drives success on the floor, but it s on you to lead by example. Jaz in the City Amsterdam didn`t introduce a new guest journey from behind the desk. Management stood in the lobby, guided guests and staff, and showed what the new workflow looks like in practice. That visible support made adoption smoother, built confidence across the team, and enabled the impressive results they achieved.

    → Explore other Hotelbird success stories

  • FACTORY HOTEL: 8 Minutes more for each guest

    FACTORY HOTEL: 8 Minutes more for each guest

    factory HOTEL: 8 minutes more for each guest

    How Factory Hotel puts the individual guest journey in the focus,
    relieves its team through digital processes, and gains 8 extra minutes per guest.

    PMS: Oracle Cloud

    LOCKS : ASSA ABLOY

    PAYMENT: Nexi

    The Factory Hotel in Münster, opened in 2008 within the listed walls of the former Germania brewery, combines historic industrial charm with modern comfort. The distinctive architecture pairs exposed brick and steel beams with contemporary exposed concrete, giving the hotel its unmistakable character. With 128 stylishly designed rooms, 16 luxurious suites, two standout restaurants, and nine exceptional meeting rooms, 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 demands for digital solutions, a shortage of skilled staff, and the need to make processes more efficient. To meet these demands and deliver benefits to both guests and staff, the hotel chose Hotelbird’s innovative digital check-in and check-out solution.

    THE SEARCH FOR A solution that wins over
    guests and staff alike

    Factory Hotel was looking for an innovative solution to optimize its check-in and check-out processes. The goal was to give guests more flexibility, reduce wait times, and at the same time relieve the team by automating repetitive tasks. The market offers many digital options, but the challenge was finding a solution that is both functional and user-friendly, and that integrates seamlessly into existing workflows.

    It was especially important to create differentiated options for guests in order to address individual needs. The solution didn’t need to be 100% digital, but rather offer as many options as possible so every guest could choose their preferred path. 

    A flexible approach to individual
    guest experiences

    Factory Hotel’s managing director, David Deilmann, experienced the Hotelbird solution during a stay at another hotel and was immediately won over by its ease of use and convenience. That positive experience is what brought Hotelbird onto Factory Hotel’s shortlist.

    The final decision in favor of Hotelbird came after a thorough comparison of various providers. The deciding factors were the ability to create more flexibility for guests, along with process automation that relieves the team. Hotelbird stood out with an ideal combination of functionality, easy integration, and the potential to sustainably improve the guest experience.

    The guest journey takes center stage again

    With Hotelbird, multiple entry points into the guest journey could be integrated: some guests use the digital guest folder before arrival, while others start with mobile pre-check-in or use an iPad terminal on site. Other guests prefer personal contact and begin their journey at the bar or front desk.

    Hotelbird’s flexibility also allows staff to be directly involved in the process. For example, bar staff can recognize that a guest who arrives early and has a coffee on arrival wants to check in, and can start that process right there on the spot. The iPad terminal, which Factory Hotel plans to introduce soon, therefore serves not only as a digital interface for guests but also as a mobile tool for staff. This versatility makes it possible to offer every guest an experience tailored to their needs.

    Hotelbird wins us over through the sum of its advantages.
    It lets us put the guest journey back in the spotlight, with the guest always at the center.

    DAVID DEILMANN, CEO

    Overcoming the staff shortage and
    optimizing processes

    Factory Hotel faced the challenge of tackling the skilled-staff shortage, successfully integrating the team into the use of new technology, and at the same time delivering real value to guests. Long wait times at the front desk and time-consuming administrative processes were affecting both guest satisfaction and team efficiency.

    The biggest challenge was breaking old habits. But the lesson was clear: the better the team is involved, the faster the transition succeeds.

    DAVID DEILMANN,
    CEO

    How the team and digital innovation
    became a success factor together

    From the start, Factory Hotel relied on comprehensive training and team involvement. Staff were included in the implementation of digital check-in and check-out through regular feedback sessions, ensuring a smooth rollout. The introduction of Hotelbird allows guests to handle check-in and check-out flexibly and digitally. Guests can check in and out online, or in the future use digital iPad terminals. This not only increased efficiency but also relieved the team.

    Our team was part of the process from the very beginning. We organized training sessions to get everyone familiar with the new software and addressed open questions directly. That way, we made sure no one felt left behind.

    DAVID DEILMANN, CEO

    8 more minutes per guest

    The digital processes significantly relieve the team. On average, 8 minutes per guest that were previously needed for check-in and check-out can now be used for individual guest care instead. This leads to noticeably higher guest satisfaction and a more motivated workforce. The positive effects are also reflected in guest acceptance: tech-savvy travelers in particular appreciate the option to make their stay fully digital.

    The front desk as such no longer has to be staffed at all times –
    our front-desk team is now there, instead, to help the guest wherever they need it.

    DAVID DEILMANN, CEO

    THE JOURNEY CONTINUES:
    iPad terminals for more flexibility

    Factory Hotel proves that digitalization in hospitality not only creates efficiency but also enriches the guest experience. With the successful integration of the Hotelbird solution, the hotel has laid an important foundation for shaping the guest journey individually and flexibly while relieving staff at the same time.

    But the journey isn’t over yet: the next step in the digital transformation is already underway. With the planned introduction of on-site iPad terminals, the hotel is expanding its entry points into the guest journey and giving guests even more flexibility. At the same time, the team gains more room to focus on guests’ individual needs.

    This is how Factory Hotel perfectly combines digitalization and personal hospitality.

    → Explore other Hotelbird success stories

  • Koncept Hotels: a digital guest experience with 95% automated check-in-rate

    Koncept Hotels: a digital guest experience with 95% automated check-in-rate

    Koncept Hotels: a digital guest experience with 95% automated check-in-rate

    How KONCEPT HOTELS achieved a fully digitalized guest experience through digital check-ins and check-outs, leading to a significant increase in efficiency and improved guest satisfaction.

    PMS: Apaleo

    LOCKS: Messerschmitt

    PAYMENT: Adyen

    95

    PERCENT

    OF CHECK-INS
    AUTOMATED

    50

    PERCENT

    OF CHECK-OUTS
    AUTOMATED

    100

    PERCENT

    DIGITAL
    guest experience

    As a climate-neutral hotel, KONCEPT HOTELS enables guests to check in via smartphone, become part of the local community, and preserve “one square meter of nature” with every booking made through their own platform.

    With four locations in Germany and one in Switzerland, the fast-growing limited-service brand KONCEPT HOTELS offers tech-savvy travelers a modern, efficient hotel experience, welcoming over 100,000 guests annually. Its staff-free model addresses both the industry’s labor shortage and its environmental footprint.

    We sat down with Sabine Schrempp, Director of Revenue & Systems, and Martin Stockburger, Managing Director and Founder. They shared how their partnership with Hotelbird enabled them to establish a fully digital guest experience with 100% digital check-in and check-out processes — resulting in a significant boost in operational efficiency and guest satisfaction.

    Manual check-in: high staffing demands and a compromised guest experience

    Previously, regulatory requirements prevented KONCEPT HOTELS from introducing a fully digital check-in. There were even manual inefficiencies such as placing printed registration forms on guests’ beds, which still had to be signed by hand after the digital check-in. As legislation evolved, compliant digital solutions became available – finally making their digital vision a reality.

    Hotelbird’s solution for a digital and distinctive guest experience was a core part of KONCEPT HOTELS’ digital guest journey from day one. With Hotelbird as a partner, they were able to further refine and implement their vision of 100% digital check-ins. However, the lack of seamless integration in conventional systems compounded the problem of a fragmented guest journey.

    Before adopting Apaleo, KONCEPT HOTELS relied on a legacy PMS that required manual data entry for check-ins, check-outs, and payments. Apaleo is an API-based, open property management platform for hotel and apartment groups, enabling accommodation providers to create the ultimate digital experience for both guests and staff.

    The seamless integration BETWEEN apaleo and Hotelbird that changed everything

    The deep integration between Hotelbird and Apaleo enables KONCEPT HOTELS to fully digitalize the guest experience.

    Within moments, all relevant information – including guest data, room assignments, and check-in status – is exchanged between the two systems, ensuring a smooth and reliable process from digital check-in through door access, payment, guest communication, and check-out.


    How manual check-out was blocking housekeeping and upselling

    Without a digital check-out option, housekeeping staff had to go door to door to determine whether guests had left and rooms were ready for cleaning. This not only risked disturbing guests and negatively affecting their experience, but also led to inefficient use of housekeeping staff and higher labor costs.

    Upselling opportunities for late check-outs could only be offered at fixed points in the guest journey, making it difficult to reach the right audience effectively. Without visibility into exact check-out times, it was hard to identify and target guests who would be most interested in the service.

    The path to a fully digital check-out
    with Hotelbird

    KONCEPT HOTELS leverages the integration of Apaleo and Hotelbird to run a fully digital check-out process. Guests can check out conveniently via the Hotelbird app or website. This information is transmitted directly from Hotelbird to Apaleo, allowing housekeeping staff to see on their tablets which rooms are ready for cleaning and which guests are still in-house. This automation replaces manual room checks with streamlined data transfer and processing, improving both efficiency and accuracy.

    The guest data gathered at property level through the Hotelbird–Apaleo integration helps KONCEPT HOTELS better understand guest behavior, optimize housekeeping schedules, and identify upselling opportunities such as early check-ins and late check-outs.

    Digital check-ins/outs and virtually no staffing overhead

    Automating manual processes has delivered significant cost and time savings for staff, freeing them to focus on other tasks. The number of after-hours calls due to check-in issues – which previously required staff to be physically present at the hotel – has dropped from nearly daily to almost zero.

    CHECK-IN-RATE: 95%

    With a consistently high average check-in rate, KONCEPT HOTELS has significantly enhanced the digital guest experience with virtually no staffing overhead.

    10%

    web

    45%

    app

    47%

    terminal

    CHECK-OUT-RATE: 50%


    Digital check-out is already widely adopted, improving housekeeping efficiency, optimizing shift planning, and driving upsells for late check-outs.

    66%

    web

    6%

    app

    28%

    terminal

    Hotelbird has been our partner from the very beginning, even before digital hospitality became a topic. They perfectly meet our requirements for stable, standardized processes while simultaneously allowing a level of individualization that fits the concept of our brand.

    Sabine Schrempp, Director of Revenue & Systems

    → Explore other Hotelbird success stories