Zien Group completes a show-stopping transformation using Mews

Challenge

To ensure scalability and ease of operation, Zien Group had to streamline and standardize guest-facing and internal processes. It was imperative to overhaul their business infrastructure and systems. Their most significant challenges revolved around an antiquated landscape rife with manual processes: checking in guests required a heavily administrative approach, while night audits could take up to two hours.

Solution

After switching to Mews, Zien Group benefits from an integrated booking engine, unified payment platform, online check-in and guest engagement tools. Mews POS and Mews Kiosk have also helped transform the guest experience. From search and booking to payment, check-in and check-out, guests now enjoy a fully digital journey. Thanks to automation, Zien Group introduced a new host concept across all hotels, allowing them to dedicate more quality time to guests. This gives staff greater variety in their responsibilities and provides management with more flexibility in handling their teams.

Result

• Reception desks removed from three hotels, leaving only tablets when required

Challenge

Processes and platforms varied across Zien Group hotels, resulting in manual and duplicated workloads when introducing standards across multiple properties. Fragmented commercial and front of house systems operated in isolation, impeding seamless processes. Access to data was delayed and laborious, compounded by outdated compliance and security protocols. 

Solution

Mews Multi-Property has proven valuable in accelerating Zien Group’s growth. It provides centralized control over all commercial aspects of the hotels. With a unified landscape, many tasks, documentation and reporting are now automated, saving considerable time and enhancing data quality. Data collection and processing are now easier and occur in real-time. Through a single central platform, Zien Group can efficiently implement commercial decisions across all hotels, such as rate adjustments.

Result

• Improved consistency, speed and guest experience

Challenge

Implementing new hospitality clouds has – traditionally – been a lengthy process that disrupts operations. Also, staff training programs used to be time-consuming and monotonous. 

Solution

Successful deployment in a very limited time frame was based on solid relations between the Onboarding, Customer Success, Premium Support, and Product Teams. The teams always delivered on their promises, and a true partnership was born; it was not just about buying a platform but shaping the future together. Throughout the deployment, Zien Group modernized the training of front-of-house staff by relying on Mews University & Community resources. 

Result

• Training front-house staff was reduced from two weeks to just 15 hours