Núnez i Navarro Hotels
Civitfun is reliable because it is a tool that focuses on the check-in processes and manages it well. Both before coming to the hotel (pre-registration with the client's own mobile) and at the hotel reception with Paperless Tablets if the client has not done the pre-registration.
This case study analyzes the challenges faced by the Núñez i Navarro Hotels scenario before the implementation of Civitfun's online check-in solutions. It also details the solutions and products proposed by Civitfun to achieve the chain's objectives, showcases the results obtained, and provides testimonials from the chain's staff.
Civitfun's objective was to automate and simplify all manual processes carried out at reception, as well as optimize the daily operations of the hotels.
Núñez i Navarro Hotels is the living reflection of the most cosmopolitan Barcelona: exceptional design, quality services, optimal location, concern for sustainability, and, most importantly, a careful relationship with the guest, offering them a unique and unrepeatable experience that makes them the best hosts in the city.
Its 12 hotels and one tourist apartment building are located in the best locations in the city, allowing visitors to discover the most significant sites quickly and comfortably. They are designed for all types of audiences, who can choose between urban and cosmopolitan designs like REC Barcelona Hotel; to the style of an old rehabilitated palace turned into the colonial H1898; through the charm of Seventy Barcelona, our Mediterranean guest house.
Number of rooms: +1,200 rooms
Núnez i Navarro Hotels
Why did they choose Civitfun?
We had the opportunity to coincide with Civitfun at one of the most important national fairs and we were interested in knowing their solutions, especially for offering a tool perfectly integrated with our PMS. Together we explored the benefits of collaborating and shared the perspective of how to further improve our service offering. It was a very enriching encounter.
Eliminate paper and ink expenses
Need to digitize all stages of the guest journey to minimize or eliminate dependence on some resources such as paper and ink, and comply with the environmental policies implemented in the chain.
Improving the guest experience
Being a guest-centric model, it is necessary to personalize the offer and constantly improve the guest experience, not only to meet current expectations, but also to guarantee their long-term satisfaction.
Obtain more guest information
Search for a tool that helps to obtain a greater number of reliable guest data as well as to obtain guest acceptance of privacy policies and commercial communications from the group.
Civitfun identifies the needs present in NN Hotels and offers solutions that best meet the objectives and effectively address the challenges.
Products implemented in the chain:
Online check-in
T-Paperless
Push Paperless
The smooth bidirectional data synchronization between Civitfun and NN Hotels' management system, Opera Cloud, allows optimizing and simplifying all front desk operations.
The possibility for guests to check in online from their devices before arriving at the hotel, either through a link sent by the hotel itself or through Booking.com, offers autonomy and allows for a significant reduction in waiting queues and savings in manual reception processes.
The Push Paperless functionality provides a significant improvement in the efficiency and quality of services by further simplifying and speeding up reception tasks.
This integration between the PMS and the receptionist's tablet allows for a seamless transition and drastically reduces the time needed to check in, thus improving the guest experience and the hotel's operational efficiency.
Núnez i Navarro Hotels
Imagine how practical it is to simply press a button in the hotel management system (PMS) and immediately the receptionist's tablet receives a notification. By pressing that notification, the receptionist is taken directly to the check-in screen of the client standing in front of him at that moment.
The complete digitization of reception processes, including the full digitalization of registration cards, the elimination of paper forms, electronic signature of contracts, and scanning of documents with OCR technology, has resulted in a significant saving of paper and ink. It also eliminates the duty of paper storage by having all data saved electronically.
This transition not only reduces office supply costs but also minimizes environmental impact by reducing generated waste and natural resource consumption. It also simplifies and speeds up registration processes, improving the guest experience by reducing wait times and making the process more efficient.
During the implementation process of the solutions, Civitfun carries out a complete and personalized onboarding process for the chain's staff. During this process, detailed training is provided on how to use the new tools and continuous support is provided to ensure successful adoption. This approach ensures that the staff is fully prepared to make the most of Civitfun's solutions and provide exceptional service to guests.
ResultsThe results are supported by Civitfun data (visible to the client on the dashboard), as well as NN Hotels' own data and insights, which contributed to this case study.
85% of NN Hotels' total bookings are done by the online check-in of Civitfun. Of the guests in these bookings, some complete the online check-in prior to the guest's arrival; others complete the online check-in directly at the hotel using our T-Paperless tablet solution.
+194,5%
Increase in the number of check-ins from 2023 vs 2022
Online check in process time
Reduction in the time guests spend on the online check-in process
Implementation in 100% of the chain: 12 hotels and 1 apartament
Guest rating using Civitfun
Exponential increase in customer data acquisition, as well as acceptance of privacy policy and commercial campaign sending.
Of the reservations made through Civitfun's online check-in, 90% are done through the mobile channel, 9% through the computer, and 1% through the tablet.
We can conclude that the implementation of Civitfun has had a significant impact on the NN Hotels hotel chain. The adoption of online check-in through Civitfun has been especially remarkable, reaching high conversion rates. This is reflected in the massive increase in the number of check-ins made, which has experienced strong growth since its implementation in 2022.
In addition, time optimization has allowed reception employees to devote more personalized attention to guests, thus improving the quality of the guest experience, without interruptions and without communication cuts when speaking with the client.
Furthermore, the implementation of Civitfun results in significant annual savings in paper and ink, further reinforcing the economic benefits.
Undoubtedly, these results reinforce the strategic value and effectiveness of Civitfun's technology in optimizing hotel operations and improving the customer experience.
Pablo Pérez
Functional Consultant at Núñez i Navarro Hotels
It is easy to set up and easy to use. In addition, the implementation of the PUSH functionality is very helpful for the hotel reception, as it sends the order from the PMS to the Paperless Tablet with just a button press on the reservation itself in the PMS, leaving the reservation available for the client on the Tablet without having to waste time searching for it
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