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 blending tradition with innovation leads to exceptional 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 not only embraced the technology but preferred it over traditional phone bookings. Plus, the tablet also made it possible for the hotel to adjust offerings daily or even hourly to test new menu items and specials without reprinting the guest directory.

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.