'Fewer unnecessary operations thanks to mobile ordering and payment solutions

Automation of POS systems improves efficiency and guest experience at Amrâth Hôtels

Hotel guests are demanding better and faster service. At the same time, hotel companies are keen to operate as efficiently and profitably as possible. The industry can therefore no longer do without automation and digitalisation of business processes. This also applies to Amrâth Hôtels, where various mobile ordering and payment solutions from Eijsink significantly simplify work. "As a result, our employees now have more time for the guests," says application and project manager Kirsten van der Velde of the Dutch hotel chain.

As application and project manager, Van der Velde is frequently on the road visiting Amrâth Hôtels' thirteen branches, spread throughout the Netherlands - from Alkmaar to Maastricht. Among other things, she sees to it that the work processes in the hotel chain's eight restaurants run as smoothly as possible. Van der Velde explains that Eijsink's various payment solutions with the so-called booq software system play an essential role in this: "In addition to the fixed cash registers, the waiters in our restaurants work with handhelds, a mobile device that takes orders at the table and automatically transfers them to the cash register, bar and kitchen. We also work with SoftPOS, a system that allows you to use the handheld also as a secure pin device. Previously, staff had to keep walking up and down to the kitchen after each order, and staff and guests had to wait for each other in front of the pin machine. But thanks to these mobile payment solutions, far fewer operations are needed; therefore, our staff can be much more on the floor and have more time for the guests."

Solving staff shortages

Influenced in part by the corona crisis, QR ordering boomed in the hospitality sector. Today, Amrâth Hôtels too still makes grateful use of this. "Among other things, guests can place an order themselves in their hotel room by scanning a QR code using their smartphone, without any staff involved. In our experience, many guests find this very convenient," says Van der Velde. According to her, this QR ordering is a valuable addition at peak times or when there are too few staff available. "So by automating certain standard processes, you can also partly solve the staff shortage problem. In our long-stay hotel, for instance, there are small supermarkets where guests can place and pay for orders themselves on a digital ordering column. All these payment solutions from Eijsink improve both our own efficiency and the guest experience."

One bill through integration Mews

"What also contributes to this is the fact that all our POS systems are linked to the hotel reservation system Mews. The great advantage of this is that guests receive one invoice for all spending in the hotel, whether in the room, in the restaurant or in a meeting room. These days, guests also take this service for granted."

Valuable data

According to Van der Velde, the data from the POS systems also provides valuable insights on guests' consumption behaviour. "Using our software system, we can look back in time, so to speak. For example, which dishes are in high demand and which are not doing as well? Ideal for finding out which dishes on the menu are the most popular and profitable. We can then adjust our planning accordingly."

Stable system

When it comes to automation, Eijsink has been Amrâth Hôtels' loyal partner for many years. "The cooperation with Eijsink has always been good, mainly because their systems are so stable and fault-free," Van der Velde clarifies. "Actually, you don't even notice that you're working with a software system, and that's how it should be. You have to be able to trust your software systems blindly. It is also important that a software system is future-proof, in the sense that it allows you to respond adequately to future developments; think, for instance, of business expansion or the integration of new technologies such as AI. In that respect too, Eijsink is a partner who always thinks along with us. After all, as an application manager, I am not only concerned with things that are currently in play, but also with what is best for our hotel business towards the future."