Concord HospitalityConcord Hospitality Trades in Spreadsheets and Lost Keys for Keycafe's Automated Tracking
“Keycafe has been an incredible addition to our organization’s security, peace of mind, and accountability for associates.”
Kevin Krause
Chief Engineer
About Concord Hospitality
Concord Hospitality is one of the largest hotel management companies in the US, operating over 140 hotels and a wide variety of brands.
Gideon Leung is the Marketing Manager at Keycafe, leading global marketing and serving as the company's product expert. He writes the technical documentation, feature announcements, product updates, and how-to guides that help customers worldwide get the most out of the platform.
Challenge
As one of the largest hotel management companies in the country, Concord Hospitality was more than familiar with the shortcomings of traditional key management methods for staff keys. Their properties relied on cumbersome systems like spreadsheets, paper logs, and large, unsecured key boxes. These processes led to inefficiencies, including the inability to track permissions and difficulties holding staff accountable for lost keys.
Without a reliable system, security was always a worry in the back of management’s mind. Misplaced or lost master keys could jeopardize guest safety and property integrity, while the lack of real-time tracking hindered operational transparency. The company needed a scalable solution to manage the high volume of keys across their expansive properties.
Pain Points
- No Key Security — Traditional methods offered no real-time tracking, leading to potential security breaches.
- Lack of Accountability — With no proof or record of key usage, staff could not be reliably held responsible for lost keys or unexplained use.
- Time-Consuming Administration — Managing keys manually required significant time and effort, with little upside.
Solution
Concord Hospitality integrated Keycafe’s key management system into the opening of a new dual-hotel property in Michigan - AC Hotel by Marriott and Hyatt House Lansing - ensuring simple, yet powerful key control from the start. Employees quickly adapted to the system, which required minimal training—just a few minutes to assign PINs and demonstrate touchscreen operations.
At the start of their shifts, employees clock in, then immediately head to the SmartBox and enter their PIN to pick up their assigned keys for the day. At the end of their shift, the keys are returned the same way. Managers use the Keycafe app to monitor all key usage in real time, and change access permissions when needed. This digital transformation has improved accountability, security, and workflow efficiency.
Concord Hospitality's Implementation
- Simple Installation — From unboxing to being ready for use, the SmartBoxes were wall-mounted and connected to the cloud in under 2 hours.
- Effortless Training — Employees learn how to use the system in under 5 minutes, with intuitive touchscreen and PIN functionality.
- Remote Tracking — Managers use the desktop and mobile app to monitor key activity in real-time and remotely address issues like late returns.
“It takes me 5 minutes to train someone, it’s very very simple. This saves a lot of labour”
Results
Since adopting Keycafe, Concord Hospitality has achieved significant improvements in security and operational efficiency at over 20 of their hotel properties. Key tracking is now automated, enabling managers to audit usage and address discrepancies immediately and proactively. The system has saved considerable labour hours by eliminating manual logging and tracking processes.
Master keys, which grant access to critical areas, are now stored in the SmartBox and accounted for, reducing the likelihood of unauthorized access. Managers appreciate the peace of mind that comes with real-time notifications and remote system control.
For Chief Engineer Kevin Krause, Keycafe has become an essential tool in his daily routine: “Knowing where the keys are and when they’re picked up, to me that’s the best benefit. If you’re using a different system than Keycafe, you’re missing out.”
The Outcome
- Improved Security — Key tracking reduced unauthorized access risks, enhancing guest safety and property protection.
- Reduced Labour — Labour hours saved by eliminating manual key management processes translated into better operational focus.
- Enhanced Accountability — Associates are now held responsible for key usage, with real-time data and video footage supporting audits.
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