The July’s transformation of their reservations department
The July’s Vision for Elevated Hospitality
The July, a growing collection of design-led apartment-hotels, has built its reputation on personalized guest experiences. However, behind the scenes during the company’s expansion, its reservations department faced challenges in maintaining growing operational efficiency while delivering their signature, tailored service.
Recognizing the need for change, The July’s leadership sought a solution that could not only automate their processes but also create a more sustainable operational model.
This is where Aphy stepped in. With its expertise in automation and a collaborative approach, Aphy presented itself not as just a software provider but as a strategic partner. The July saw in Aphy a long-term ally capable of empowering their team by alleviating the burden of daily, time-consuming tasks.
Challenges Before Aphy
Prior to partnering with Aphy, The July’s reservations team handled a high volume of manual tasks that created significant bottlenecks, from processing daily reservations to managing payments and tracking follow-ups. Errors sometimes occurred, particularly in accurately recording guest preferences or payment details, leading to occasional disruptions in the overall guest experience.
Compounding these challenges, the call center’s operating hours were limited. This meant delays in responding to guest inquiries during off-hours or peak periods, further impacting service quality. As Denise Thijssens, The July’s Reservations Manager, explained, "There was room for error while doing things manually, and it was time-consuming. We needed a solution to manage these tasks better."
A Customized Solution
When Aphy joined forces with The July, their approach went beyond installing generic automation tools. Aphy first conducted an in-depth analysis of the reservations department’s pain points to tailor a solution that addressed their unique needs. The implementation focused on three core areas:
1. Reservation Processing: Automation tools streamlined how reservation data was handled within the Property Management System (PMS). This ensured consistent data accuracy and faster turnaround times.
2. Payment Management: Also, by automating payment processing and follow-ups for unpaid bookings, Aphy eliminated manual errors and improved revenue recovery.
3. Round-the-Clock Operations: Aphy’s system worked 24/7, enabling the call center to extend its effective service hours without adding to the headcount.
"Aphy works even when we’re not," Denise noted. "This proved essential during early morning surges when hundreds of bookings needed to be processed simultaneously and the solution alleviated pressure on the team, allowing them to focus on more impactful guest interactions".
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This proved essential during early morning surges when hundreds of bookings needed to be processed simultaneously and the solution alleviated pressure on the team, allowing them to focus on more impactful guest interaction.
