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Steigenberger Icon Frankfurter Hof: Transforming Guest Engagement in Just 5 Months with SuitePad
Introduction
Steigenberger Icon Frankfurter Hof, a historic landmark in the heart of Frankfurt, is no stranger to luxury. But when it introduced SuitePad’s in-room tablets, the iconic hotel took guest experience and operational efficiency to the next level. In just five months, SuitePad not only wowed guests but also boosted revenue, streamlined processes, and saved the hotel both time and money, proving that a small change can deliver big results.
Results at a Glance:
- Guest Engagement: Over 3,000 sessions in the first few months, with 60% of Room Service bookings through SuitePad.
- Revenue Growth: Guests spent 14% more on Room Service, adding €24,000 in annual revenue.
- Cost Savings: The Green Option saved on average €2,255 per month which equals 137 hours of staff time.
About Steigenberger Icon Frankfurter Hof
Steigenberger Icon Frankfurter Hof, located in the heart of Frankfurt, is a landmark luxury hotel that has great historical significance. With a rich history dating back over a century, the hotel has long been a preferred choice for both business and leisure travelers. Its central location, exceptional service, and luxurious amenities make it a true icon in the hospitality industry.
Looking to enhance guest engagement, improve operational efficiency, and offer more personalized services, the hotel implemented SuitePad’s in-room tablets. Since April 10, 2024, 303 rooms have been equipped with SuitePads, adding a contemporary touch to its classic luxury.
Instant Impact with SuitePad
When the tablets were first introduced, the hotel anticipated a gradual adoption by guests, but the response was positive from the start. Over 3,000 guest sessions were logged in the first few months, with guests using the tablets for everything from ordering Room Service to giving feedback. In fact, more than 60% of all Room Service bookings now come through tablets, a clear sign that guests now prefer this method over traditional channels.
What made SuitePad particularly effective was its user-friendly design. Guests were able to easily navigate the installation, make orders without pressure, and explore hotel services at their own pace. The cart feature in the booking tool also enticed the guests to spend more.
As a result, guests ordering Room Service through SuitePad spent, on average, 14% more per order than those who called by phone. This result means an additional revenue of €24,000 annually from Room Service alone.
Dramatic Savings in Less Than Six Months
The Steigenberger team quickly saw how SuitePad streamlined operations. One key feature, the Green Option, allowed guests to skip room cleanings, which not only supported eco-friendly practices but also saved the hotel approximately €2,500 per month. More importantly, it saved the staff about 137 hours per month, the equivalent of one full-time employee’s monthly workload.
The benefits didn’t stop there. SuitePad’s Room Service ordering system helped staff process orders faster, cutting down on service times. While phone orders, which were still 40% of all orders, usually take 2 to 5 minutes, SuitePad speeds up the process and allows staff to focus on other tasks. In a time of limited resources, every minute saved counts towards greater efficiency and better guest service.
SuitePad is a visually appealing addition that enhances our hotel rooms. It’s easy to use, and guests love it. It also provides a great opportunity to showcase products and offers in a modern, engaging way.
Unlocking New Revenue Opportunities
SuitePad didn’t just save time and money, it also created new revenue opportunities. By allowing guests to easily access a range of services, the hotel was able to upsell more effectively. Guests could browse menus, make special requests, and book services like Late Check-Out and Spa treatments, all through the tablet.
Beyond Room Service, SuitePad opened up opportunities for Late Check-Out requests, adding €900 per month in additional revenue. The hotel also saw a boost in Spa bookings, generating nearly €1,000 per month thanks to SuitePad’s promotional features. The tablets not only increased the hotel’s already popular offerings but also unlocked fresh revenue streams that had previously gone untapped.
Immediate Results with Long-Term Gains
In just five months, SuitePad has delivered impressive results at Steigenberger Icon Frankfurter Hof. With high guest engagement, significant savings, and new revenue streams, the hotel has already seen a strong return on investment. What’s exciting is that these results are only the beginning. The hotel is set to continue benefiting from SuitePad’s features, with even greater success expected in the months to come.
We selected SuitePad because it directly addressed our key needs: enhancing guest experience, improving operational efficiency, and reducing costs. The system’s user-friendly interface and powerful features the Green Option, made it the ideal choice for our hotel.
The results speak for themselves, and we’re excited to see how this partnership will continue to drive success at Steigenberger Icon Frankfurter Hof in the months to come.
Friedrich von Schönfeldt, General Manager
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