Challenge
As a hospitality business that values practicality and comfort, Miralago Locarno Easy Rooms was dealing with a major operational bottleneck: waiting for guests who arrived late or outside of standard check-in hours. Staff members were often required to stay beyond their shifts, incurring overtime and increasing labor costs.
The hotel aimed to offer self-check-in for guests arriving after reception hours, especially in the absence of a night shift. Without a solution in place, they struggled with unpredictability, increased payroll expenses, and limited ability to maximize room sales during unattended hours. The team realized that a flexible, automated key handoff system could solve these problems.
Pain Points
- Overtime and Increased Labor Costs: Staff had to wait for delayed guests, leading to unnecessary overtime payments and inconsistent work schedules.
- Limited Guest Flexibility: Without a self-check-in system, guests were tied to strict arrival windows, resulting in frustration and reduced convenience.
- Underutilized Room Inventory After Hours: Rooms couldn’t be easily sold or occupied when staff weren’t available for in-person check-ins, limiting revenue potential.
Solution
The Miralago Locarno Easy Rooms management team was immediately impressed by Keycafe’s simplicity, automation, and reputation. Keycafe’s SmartBox system and guest communication software allowed for simple, contactless key pickup, empowering guests to check in at any time without needing staff present.
The hotel now uses Keycafe to automatically issue key access codes to guests before arrival. Integrated with the hotel’s property management system, Mews, guests retrieve their keys from the SmartBox at their convenience, even outside of reception hours. The system is also used internally to manage staff, technical, and restaurant keys efficiently.
Keycafe has become a cornerstone of the hotel’s operational flow, enabling cost savings and enhancing the guest experience.
Miralago Locarno Easy Room’s Implementation
- Automated After-Hours Check-Ins: Guests receive a Keycafe code allowing them to retrieve their room key securely from the SmartBox anytime, eliminating the need for reception staff to stay late.
- Integration with Mews PMS: Using the Keycafe and Mews integration, key access codes are automatically generated and sent to guests when a reservation is confirmed.
- Multi-Use for Staff and Facilities: The system manages access not just for guest rooms but also for employee keys and restricted areas like utility rooms and the restaurant.
“We realized right away we have been saving lots of staff hours, because they don’t have to wait for guests at the front desk anymore.”
Result
The impact of implementing Keycafe was immediate. Staff no longer needed to wait for late arrivals, leading to a significant reduction in overtime and more predictable shift schedules. Operational costs decreased, while guest satisfaction increased due to the flexibility of checking in on their own schedule.
Encouraged by the success, SH Swiss Hospitality - the team behind Miralago Locarno Easy Rooms - installed Keycafe in another hotel property that operates with no front desk, relying entirely on automation. The result is a more scalable, efficient, and modern hospitality experience.
By improving both internal operations and guest convenience, Keycafe has become an essential part of the hotel’s day-to-day efficiency and long-term cost management.
The Outcome
- Reduced Staffing Costs: Eliminated the need for night shift and overtime staffing, leading to measurable savings in payroll.
- Increased Room Sales During Unstaffed Hours: Enabled bookings and check-ins even when the hotel was unattended, maximizing occupancy and revenue.
- Higher Guest Satisfaction and Staff Efficiency: Guests appreciated the ease of checking in at their convenience, while staff benefited from regular hours and less pressure.
