On the shores of Lake Garda, where couples and travellers seek both relaxation and high-quality service, the Hotel Excelsior Le Terrazze welcomes its guests with 59 rooms and 110 beds. Lake views, wellness, excursions – and in between: lots of little queries, requests and bookings that make the stay complete.
To ensure that service doesn’t get bogged down at reception but reaches where it matters most, the hotel relies on the digital guest directory as a central service hub – a dedicated hotel app in the hotel’s own look and feel – complemented by the hotel newsletter as a daily source of information for guests.
1. The challenge: recurring questions and time-consuming information management
In day-to-day operations, the reception team spent a great deal of time on repetitive tasks. Questions about breakfast times, check-in, excursion options or restaurant recommendations were repeated daily.
Printed information folders had to be regularly replaced and reprinted whenever procedures or offers changed. Changes to the daily menu or programme items could only be communicated to guests with a delay.
A solution was therefore sought that:
- provides information centrally, up to date and accessible at all times,
- handles service requests in a structured manner,
- significantly reduces the workload on the team whilst minimising effort,
- and underlines the establishment’s ethos: modern, service-oriented and guest-focused.
2. The solution: Digital guest directory and hotel newspaper in daily use
At the Hotel Excelsior Le Terrazze, Gastfreund’s digital guest directory is used as a dedicated hotel app, alongside the hotel newsletter. For guests, this means a familiar, high-quality experience even before they arrive. For the team, it’s a system that handles many issues before they become enquiries.
The big difference in day-to-day operations:
Instead of explaining or printing out information multiple times, content is updated once and is then immediately available to everyone. Directions, opening hours, room facilities, leisure activities, bookings: everything is right where guests look anyway on their smartphones.
Typical everyday use cases:
- All hotel information centralised and accessible at any time
- Online check-in and digital registration forms
- Bookings for services such as laundry directly via the app
- Daily hotel newspaper as an e-paper and print version with weather forecast, leisure tips and more
- Collect targeted feedback during and after the stay
“Our guests get to grips with the digital guest directory straight away. They open the app and find everything they need, speeding up check-in thanks to the web check-in module. It’s intuitive, modern and saves us a lot of enquiries at reception.”
Eliana | Head of Reception
3. Successes: Fewer queries, more time and measurably more sustainable
When standard questions are answered digitally, something crucial happens:
The team gains time back. And can use it where hospitality has the greatest impact: in personal contact. The annual results show what is possible:
- 6,000 paper printouts saved – fewer printouts means less effort
- 103 hours saved thanks to fewer follow-up queries and streamlined processes
- 950 digital guest enquiries via integrated forms, from online check-in to laundry service
- 1,500 views of the hotel newsletter – breakfast reading as an integral part of the stay
4. Conclusion: When two solutions work together
The digital guest directory and the hotel newspaper complement each other at the Excelsior Le Terrazze to form a seamless system: from travel preparations to departure, guests are kept informed without the team having to guide them through every step. What remains is the essential: time for genuine conversations, personal recommendations and a service that leaves a lasting impression.
The Excelsior Le Terrazze demonstrates that getting started with digital guest care doesn’t have to be complicated. Two products, one system, a team that can breathe a sigh of relief, and guests who feel thoroughly well-informed.
Find out more in the full success story:
✔ How the Hotel Excelsior Le Terrazze bundles information & services on a single platform
✔ How 103 hours of time savings per year are achieved without creating new roles
✔ How the hotel newsletter, with 1,500 views, has become an integral part of the guest experience
✔ How 6,000 paper printouts per year are eliminated and sustainability becomes measurable
Read the full case study now and be inspired:
Would you like to write your own success story together with Hotelcore? We’d be happy to provide you with non-binding information about your options:
49 831 930 657-0 | info@gastfreund.net
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- Hotel am Fichtelsee: Digital guest directory with 3RPMS interface ensures smart processes and high usage
- Bio Wellness Hotel HOLZLEITEN: From check-in, through guest care, to check-out – this is how the HOLZLEITEN Bio Wellness Hotel is digitising its service.
- Wulfener Hals Camping and Holiday Park: Sustainability, increased revenue and reduced workload for the team
