Cut front desk workload by eliminating paperwork

Oswego Hotel replaced time-consuming manual processes with Akia and WebRezPro, automating guest messaging, reducing front desk workload, and saving staff hours—all while improving accuracy and guest satisfaction.

30%

Decreased front desk questions

50%

time saved by eliminating manual data entry

About

The Oswego Hotel is located on a quiet street a few minutes walk from Victoria’s parliament buildings and historic harbour. Our facilities include secure underground parking, an on-site restaurant, fitness facilities, and a quiet outdoor zen garden. Rooms and suites at Oswego all feature full kitchens and balconies. The hotel is both child and dog-friendly. EV charging stations are also available on a first-come first-serve basis in our underground parking area. We are proud to welcome guests from both Canada and around the world to the Oswego Hotel. Our guest-care team is available to help make your stay comfortable and to help recommend things to do in Victoria.

Integrations

Key Features

Autoresponder, Mini Apps, Team Chat, Scheduled Messages

Property Type

Hotel

Property Size

Challenge

Before implementing Akia and WebRezPro, the property relied heavily on manual processes:

Paper-based guest journeys: Staff spent hours sorting through stacks of paperwork to manage guest interactions and enter information into the system.
Manual team communication: The front desk notified housekeeping of guest checkouts, creating inefficiencies and pressure on the team.
Guest service overload: Frequent phone calls and in-person questions about basic property information resulted in longer wait times for guests, especially during peak times.

These challenges led to delays, errors, and a poor use of staff time, negatively impacting operational efficiency and the guest experience.

Solution

Akia and WebRezPro saved Oswego Hotel 50% of staff time by eliminating manual data entry and reduced front desk questions by 30% through the Mini App. Automated messaging improved accuracy from incorrectly inputting data, automated delivery of welcome messages, triggered notification to housekeeping of checkouts, and offered digital guidebooks for guests that resulted in higher guest satisfaction.

Solution:

By integrating Akia and WebRezPro, the property automated critical touchpoints in the guest journey and streamlined team communication:

Guest messaging integration: The Akia-WebRezPro integration ensures guest information (e.g., phone number, email) is seamlessly synced, enabling automated communication like welcome texts and emails.
AI Responder: Automated replies to common guest questions reduced the need for staff involvement, allowing them to focus on high-value tasks.
Mini App (Digital Guest Directory): A digital hub with property details like restaurant hours and gym locations, reducing front desk inquiries and improving guest satisfaction.
Team chat for housekeeping: Akia now automatically notifies housekeeping when a guest checks out, replacing manual notifications and easing the workload on the front desk.

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Results:

The integration of Akia and WebRezPro delivered measurable improvements:

Increased efficiency: Reduced manual data entry and paperwork saved hours of staff time, allowing them to focus on enhancing guest experiences.
Decreased phone calls: With information at their fingertips via the Mini App, guests no longer relied on front desk calls for basic questions.
Improved accuracy: Automated messaging between Akia and WRP eliminated errors like sending texts to the wrong number or inputting incorrect data.
Enhanced guest experience: The AI responder handles standard guest inquiries, ensuring prompt responses even during busy periods‍
Boosted reviews: Positive guest feedback is directed to TripAdvisor, resulting in a noticeable increase in online reviews.

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See Akia in action!

Schedule a demo today and learn how our hospitality platform can transform your operations and elevate your guest experience.

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Results

30%

Decreased front desk questions

50%

time saved by eliminating manual data entry

“With Akia and WebRezPro, everything runs so much smoother. Before, manual processes caused delays and added stress, but now guest communication and team updates are automated, saving us tons of time!”