Located just 50 meters from Boomerang Beach on the NSW coast, Mobys Beachside Retreat has become one of the most coveted resorts for visitors seeking a beachside getaway from the nearby cities of Sydney and Newcastle.
Each of their 75 architect-designed one, two and three-bedroom beach houses is a cool, light filled hideaway that blend naturally with the surrounding landscape gardens – a sensitive mix of tropical palms and native plants – to create a quiet, restful sanctuary for guests.
The resort’s team has been busy of late and has recently implemented some new technology to help them keep up with growing demand, in particular to help modernize their housekeeping and maintenance setup.
We spoke to General Manager Sheldon Martin about how they have transformed their operations with some smart tech thanks to HiRUM and Flexkeeping‘s Hotel Operations Platform.
“Our biggest operational frustration prior to implementing new systems was the lack of automation in our housekeeping and maintenance tasks. Previously, the front desk staff would use the PMS to generate reports, which were then printed out and used by the housekeeping and maintenance teams during their rounds. This method was inefficient because it relied on paper-based reports that had to be manually updated and reconciled with the PMS. This resulted in a lot of duplication of effort and made it difficult to keep track of tasks and updates in real-time.
We are big fans of our HiRUM PMS and they recommended we look at Flexkeeping to help automate and digitalise some of our operations. So we did…and we haven’t looked back! With the Flexkeeping platform we’ve become way more efficient and organized, which helps us as a business and allows us to deliver a better guest experience and, ultimately, that means happier guests.
As a whole, I love how nothing can be forgotten with Flexkeeping. It’s all in there and now nothing slips between the cracks.”
“In short – it’s been super easy for our staff to use. We now no longer need any physical meetings, phone calls or even text messages amongst our operations team. Our housekeeping staff and maintenance team who are now using it are loving it. They can finally see what’s going on, see what they need to do and update everything all in one place and from their own phones.
You just get on the app and you only need to press a button or two as the interface is built around straightforward symbols, which really helps. In fact, one member of our staff who has a language barrier happens to be one of the biggest users of the app! Flexkeeping allows everyone to communicate seamlessly and with the simple icon layout and the in-built language toggle it makes it possible for anyone to use!
But Flexkeeping really shines on our busy turnaround days. It’s a massive help and we can now be so much more efficient. As a manager I can see what’s happening live, even if I’m busy in a distant corner of the property. For example, I can check on the situation at 1pm on a big changeover day when check-in is due to start at 3pm. If we only have three cleaners left still working and there are still plenty of spaces to attend to I can react quickly to find a way to make sure we can be ready in time. And during the recent holiday season the resort was packed for six weeks straight and every day was a big turn around day so Flexkeeping became so crucial!”
“The maintenance module in particular is what I personally love to use. I’m always on the move around our (large) resort and it’s super intuitive. When you are out and about and doing the rounds it has become essential to us as it’s so easy to forget what rooms and places have been done or not done as they are all very similar.
The maintenance guys also love it as they can finally see everything in one place. Whether it’s a fly screen that needs fixing or deck boards that need replacing, it is all easily logged. I can then oversee everything at any given point also. I can even check if things are being done smoothly if I’m on holiday and miles away!
We also use the tasks feature a lot. For example, to make sure we put gas bottles out for barbecues and make sure high chairs or cots are distributed to the right places. Our team can task it and then that gets divided out to the staff on the ground and it all can be monitored to see if it has been done or not.”
“As a HiRUM user, the onboarding of Flexkeeping was great and particularly easy to switch on. The support from both HiRUM and Flexkeeping has been amazing. I prefer to use email and they always get answered quickly by the team based in Australia.”
“As I mentioned, we’re able to be more efficient but we can also now analyze performance. Did it really take an hour to fix a light bulb? Not only do our guests care about that detail when it comes to checkout but so do we when it comes to team performance and assessing where we may need to make improvements.
I like to be able to pull up the reports on things like maintenance. For example, I can see where and how often light bulbs are being changed and can quickly see if there may be a deeper electrical issue. Also, it allows us to show guests in case they have a question if something happened or not. There’s now a record and comprehensive notes to share with them.
Flexkeeping has even directly helped us make more revenue! The platform allows us to be more efficient when charging guests as nothing gets missed and everything is charged immediately and timestamped. As one of our managers put it – “beforehand, we would sometimes forget to physically write something down and we would miss that revenue opportunity”. So the platform is easily paying for itself!
To be more specific, we charge guests for several of the extra housekeeping and maintenance services so being able to do all of that from Flexkeeping is awesome. It’s now simple to add consumption to a guest’s profile. For example, we charge for maintenance work in 15 minute bundles (eg. repairing a door lock) or for specific things like new light bulbs or new toasters. Then each month we will charge the guest for that consumption. Flexkeeping means that we don’t miss anything anymore. There are no communications breakdowns and nothing slips between the cracks. It’s all done immediately. In the old days, we used to have everything in a book and it was massively inefficient!
In summary, Flexkeeping is finally making everything flow really well for our operations.”
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