Aparthotel group · Amsterdam
Three buildings, no reception, one set of answers
A group running 130 units across three Amsterdam aparthotels had no front desk and three different versions of the truth. One knowledge base ended that. Seventy-two percent of incoming questions now answer themselves, and a new starter is useful in two hours instead of three weeks.
- Units
- 130
- Properties
- 3
- Location
- Amsterdam, Netherlands
- Live since
- 2023
- 72%
- Fewer repeat questions
- 25h
- Back to the team, every week
- 2h
- Time to onboard a new starter
- 100%
- Consistent answers across properties
Three properties, three different answers
A hundred and thirty units across three buildings, none of them with a reception desk. Guests let themselves in, and everything they need to know arrives by message.
That works right up until the messages disagree. Bin day at one building isn't bin day at another. A seasonal starter learns whichever version the colleague training them happened to know.
By high season the group had three properties' worth of house rules living in three inboxes, two shared documents and several people's heads.
The same three weeks, then and now
Bringing a seasonal starter up to speed across three Amsterdam properties.
Day 1
Before
She shadows a colleague and writes down what she hears. Whether it's right depends on who she was put with.
Now
She gets the same knowledge base the AI answers from. Every property, one version, already written down.
Day 3
Before
She answers a check-in question with the wrong building's code. The guest is standing outside the wrong door.
Now
She answers from the record, and where the buildings differ, the record says so.
Week 2
Before
A house rule changes at one property. Two of the three inboxes never hear about it.
Now
The rule is changed once. It's live on the website, in the guest app and in every answer the AI gives, across all three buildings.
Week 3
Before
She's finally trusted to work a shift on her own.
Now
She worked her first shift on her own. Week three goes on the parts of the job that need a person.
What they switched on
One knowledge base, and everything else pointed at it.
- Discovery
- Booking (this part)
- Pre-arrival (this part)
- In-stay (this part)
- Post-stay (this part)
Connected to
The numbers, in full
| The result | What it is | What's behind it |
|---|---|---|
| 72% | Fewer repeat questions | Door codes, bin days, checkout times, where the nearest tram is. Answered the same way in all three buildings, without waking anyone up. |
| 25h | Back to the team, every week | The group's own count, across all three properties, of what they got back once nobody was answering the same question three different ways. |
| 2h | Time to onboard a new starter | A new starter used to shadow a colleague for the best part of a month. Now they work from the record the AI works from, and they're on their own from the first shift. |
| 100% | Consistent answers across properties | Change the check-in instructions once and all three buildings say the new thing, instantly. There's no second copy left to go stale. |
- 72%
Fewer repeat questions
Door codes, bin days, checkout times, where the nearest tram is. Answered the same way in all three buildings, without waking anyone up.
- 25h
Back to the team, every week
The group's own count, across all three properties, of what they got back once nobody was answering the same question three different ways.
- 2h
Time to onboard a new starter
A new starter used to shadow a colleague for the best part of a month. Now they work from the record the AI works from, and they're on their own from the first shift.
- 100%
Consistent answers across properties
Change the check-in instructions once and all three buildings say the new thing, instantly. There's no second copy left to go stale.
“We went from chaos to consistency. Three properties, one knowledge base, and a new team member who is useful on their first shift instead of their fifteenth.”
Operations DirectorAparthotel group · AmsterdamSounds like your group?
- Two or more properties sharing a team, a brand and no front desk
- House rules, door codes and instructions living in inboxes and shared documents
- Seasonal staff who need weeks of shadowing before they can answer a guest
- Guests who let themselves in and expect the instructions to be right first time
Want a story like this one?
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A group running 130 units across three Amsterdam aparthotels had no front desk and three different versions of the truth. One knowledge base ended that. Seventy-two percent of incoming questions now answer themselves, and a new starter is useful in two hours instead of three weeks.