Vienna-based Schani Hotels Group reports that its switch to AI-driven property management system Like Magic has resulted in a growth of usage among guests from 8% to 80% — a 900% increase.
Like Magic’s platform brings a booking engine, guest platform, employee interface and monitoring tools all into one place, creating a centre of operations for hotel management. It also unlocks a fully digital guest journey if this is what is desired.
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Schani Hotels adopted the employee and guest tool Like Magic in 2023. Alongside an increase in guests, the company states it has also increased efficiency by 30% and improved staff retention.
The platform allows hotel staff to run operations using a “traffic light” system of notifications and recommended actions, making customer service and property management more automated.
Guests can also perform 80% of their daily tasks from one system. They can self-serve, requiring no human help to check in and order food, additional linen or pillows, and can create a keyless room key that only requires their mobile phone. Calls to the front desk have also fallen by around 50%.
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The improved guest experience has also resulted in improved reviews, rising from 4 stars out of 5 to 5 stars on average. This has been boosted by a change in the dynamic between staff and guests, as the system allows time for more personalised and interactive service.
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By GlobalDataLike Magic recognises returning guests so that staff can build a robust guest record and anticipate their preferences.
Before Like Magic, guest communication was conducted via email only. The shift to digital means that 52% of all guests choose Whatsapp as a communications channel, while 70% of those using email are doing so on a mobile phone.
The Schani team also made its operations more sustainable by ending the automatic daily cleaning of rooms. Guests can request a daily clean free of charge but fewer than 20% of guests do so, cutting costs and reducing consumption of energy, water and chemicals.
Schani donates money for every day each room doesn’t get cleaned to an association that supports carbon-neutral projects around the globe.
Like Magic CEO Markus Feller commented: “The assumption is often that technology removes the need for staff, but the Schani team is demonstrating how it can simply allow you to refocus a hospitality business to improve the value proposition for guests.”
