The Challenge
A leading luxury hotel brand group, operating over 9 exclusive destinations across Mexico and hosting more than 1 million guest visits annually, wanted to streamline operations for its timeshare guests. These guests valued the convenience and relaxation that came with ownership, but the check-in and sales process had remained unchanged for more than 50 years. The process heavily relied on paper documentation, creating unnecessary complexity for both guests and staff.
Upon arrival, guests were required to complete extensive forms for every member of their party. Staff then manually entered this information into the Property Management System (PMS), causing significant delays before guests could access their rooms. Since timeshare owners typically checked in on the same day, the resorts needed to maintain high staffing levels to ensure a smooth check-in experience.
Beyond operational inefficiencies that risked diminishing the guest experience, the antiquated system also limited the hotel brand’s ability to capture and utilize valuable guest data. Without a digital database, opportunities to gain deeper insights into guest preferences, enhance relationships, and refine the sales process were consistently missed.
The Opportunity and Our Approach
Point B partnered with the resort to conduct a comprehensive on-site assessment, focusing on identifying weaknesses and uncovering opportunities to improve the existing check-in process. During the visit, we documented each step of the customer experience and collaborated closely with the client’s tech teams to perform an in-depth analysis of the technology systems used to manage guest operations. This partnership laid the groundwork for developing a more efficient and guest-centric solution.
This hands-on research allowed us to uncover bottlenecks and identify opportunities to optimize the check-in process. Over the course of 4 months, our team developed a custom pre-check-in platform designed to ensure smooth and stress-free arrivals for guests. The platform enabled guests to complete necessary forms in advance, drastically reducing time spent at the front desk. Recognizing that the guest experience begins prior to arriving at the resort, the platform also offered a feature to book airport shuttles with approved vendors.
Operationally, the platform eliminated the need for staff to manually digitize paperwork, saving valuable time and resources. It was seamlessly integrated with existing systems, including Oracle Opera and TCA Innsist, to simplify adoption. Additionally, the platform served as an all-in-one platform for resort staff, offering tools to create personalized guest experiences. With built-in segmentation, staff could deliver highly targeted emails and event notifications, enhancing guest engagement and satisfaction.
Point B created a custom pre-check-in platform with PMS integrations to reduce guest wait times by 17%
Project Results
By implementing the custom pre-check-in platform, we achieved a 17% reduction in guest check-in times, saving an average of 40 minutes per visit. This platform streamlined processes, reducing manual tasks and enabling the hotel’s 17,000 operational employees to focus on what truly matters—creating unforgettable guest experiences.
Beyond enhancing operational efficiency for guests and staff, the platform introduced an invaluable innovation: a centralized database of guest information. With this new capability, the hotel can now adopt a data-driven approach to marketing, delivering tailored experiences, offers, and services to each guest.
Ultimately, the custom pre-check-in platform accomplished far more than improving efficiency. It redefined how the brand connects with its customers, ensuring guests spend less time waiting in line and more time enjoying their vacation.
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