Introducing Nestor & Jeeves

Nestor & Jeeves is Nice's premier vacation rental with a wide selection of apartments and exclusive services.

• 215 fully-equipped and furnished 4* apartments
• Location: Nice
• Implementation of the LoungeUp solution: April 2021

Technology in place:

• PMS : Avantio
• Housekeeping and technical management: 1Check
• Guest Relationship Management : LoungeUp
• Operations management: Dmbook (LoungeUp)

The project with LoungeUp

☑︎ Informing customers about their stay and apartment

Every day, e-mail campaigns are sent out, informing customers about their apartment:

• How to access the apartment: address, codes, instructions
• How to collect/return apartment keys
• How to connect to wi-fi
• Equipment in the apartment
• The rules of life: noise, timetables, respect, ecological approaches, etc.

☑︎ Dematerialise check-in and check-out

E-mail dispatch allows you to dematerialise the entire check-in procedure: registration, signed policy form, bank pre-authorisation, etc.

Nestor & Jeeves had the great idea of listing everything that the guest is required to do on departure: where to put the sheets, wash the dishes, empty the fridge and cupboards, close the windows, empty the bins, turn off the lights, return the keys, etc.

☑︎ Sell additional services

Nestor & Jeeves offers complementary services, not only to increase sales, but also for their guests to improve their stay so that everything lives up to their expectations. 

Guest services include:

• Airport transfer
• Parking
• Personalised welcome: flower bouquet, fruit basket, champagne, etc.
• Baby equipment
• Ordering extra linen
• Housekeeping requests
• Luggage storage reservations
• Ticket printing
• Receiving mail/packages
• A visit to the spa or hairdresser
• Restaurant reservations, etc.

☑︎ Be available and responsive to guests

Nestor & Jeeves automatically sends useful information to guests to anticipate their questions. This relieves the teams from having to explain to the guest how to access their apartment and what to do before they leave. Teams therefore have more time to devote to the guest advising and assisting guests with their specific queries, and to developing a remote guest relationship.

The chat function integrated into the guest portal enables guests to communicate quickly with the team, without having to search for a number or e-mail. On the operational side, the Messaging Hub makes it easy to manage all guest requests and orders on a single screen. 

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☑︎ Offer a mobile guest portal

The guest portal is a mobile application available on smartphones, tablets and computers, with no download required. 

It offers guests a wide range of functions:

• ℹ️ The digital Room Directory: Presentation of the apartment, the team, important information, list of amenities, environmental policy, certifications, etc.
• 🛎️ Ordering services
• 📍 Tourist recommendations: favourite areas, walks, points of interest, museums, restaurants...
• 🗺️ Interactive map
• ☀️ The week's weather in Nice
• 📆 Schedule of events in the area
• 🗞️ Online press
• 💬 Direct chat with teams
• ⭐️ Mini satisfaction surveys
• 🚇 City transport ...

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☑︎ Easily manage operational tasks

Nestor & Jeeves has equipped itself with an operations management tool that centralises and notifies teams of their tasks. 

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Task lists

Whether it's day-to-day internal tasks (housekeeping, etc.) or one-off tasks (changing light bulbs, maintenance, receiving parcels, etc.).

The various log books allow tasks to be centralised by theme:

• Reception: baggage reservations, customer returns, etc.
• Cleaning
• Technical problems: water damage, maintenance checklists, etc.
• What to buy...

Follow-up of guest requests

Service orders and any other guest requests are logged as tickets. This ticketing system makes it possible to track the progress of each issue and ensure that no request is overlooked. The management of each request is also made easier, as all the information is in one place, and a staff member going on duty is notified of what is happening and what remains to be done. 

Every order placed by a guest on the application or by e-mail is automatically recorded in the according log book, and the employees in charge are notified.

Internal knowledge base

The intranet is the in-house knowledge base that centralises information, procedures, documentation and more. It provides a single location for all information and useful links for all employees. 

This gives new recruits all the information they would need to train independently (in theory). 

Some examples of documents: invoicing, using the printer, procedure for Booking customers, etc.

Digital signatures make it possible to track which employee has dealt with each document.

The results

Nestor & Jeeves teams are completely autonomous when it comes to adding a new apartment. Guest portal content and programmed campaigns are duplicated with a single click, and information specific to the new apartment is easily added.

➤ 30000 page views of the native application
➤ 3000 users
➤ 10 minutes spent per session on average➤ Most consulted pages: Organize your arrival / Organize your departure
➤ 913 messages exchanged on chat

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Photo credits: Nestor & Jeeves