Is hospitality entering a golden era of operational innovation?
With leaner teams, higher guest expectations, and a surge in new technologies, operational efficiency has never been more critical—or more achievable. As hoteliers search for smarter ways to scale service due to staffing constraints, we’re seeing a wave of innovation not just in how hotels operate, but in how they connect with guests.
In Duve’s recent webinar, Operational Excellence: Streamlining Guest Experience & Team Efficiency, two seasoned hospitality leaders joined the conversation: Ieva Dvariona, Director of Rooms at W Hotels Prague, and Susie Boggie, Director of Rooms and Spa Operations at The Belfry Hotel & Resort. Together, they explored how operational structure, team alignment, and the right technology can transform the guest experience.
We also received dozens of follow-up questions from hoteliers around the world. Below, we’ve grouped the key themes from the conversation to help properties of all sizes think more strategically about how tech can support efficiency and guest satisfaction.
How can Duve adapt to both small boutique hotels and large multi-property groups?
What’s the best way for small hotels with lean teams to use Duve for efficiency?
Whether you manage a 25-room boutique hotel or a 200-key resort, Duve scales to match your needs. Smaller properties often benefit the most from automation. Replacing repetitive admin with streamlined digital flows allows lean teams to focus on delivering exceptional in-person hospitality. Duve’s platform makes it easy to customize communications, upsell offers, and check-in flows—without requiring a large technical team.
How does Duve help multi-property hotel groups centralize guest communication?
For hotel groups or brands operating across multiple sites, Duve supports centralized guest messaging and configuration. You can tailor check-in experiences, messaging templates, and upsell content per property while maintaining consistent branding and management oversight. Multi-property functionality also enables shared teams to respond to messages or oversee operations across locations from a single dashboard.
How can hotels personalize the pre-arrival experience without adding staff workload?
What’s the secret to creating pre-arrival messages guests actually engage with?
Guests are far more likely to engage with pre-arrival messaging when it’s timely, on-brand, and offers value—such as upgrade options, check-in reminders, or local tips. With Duve, hotels can automate these touchpoints via email, SMS, or WhatsApp based on guest preferences. Each message is personalized, styled with the hotel’s branding, and routed through a unified inbox for efficient follow-up.
What impact can online check-in have on guest satisfaction and upsells?
Leonardo Hotels’ rollout is a powerful case in point. Working with Duve, they implemented online check-in and guest communication flows across more than 30 properties, helping one location achieve a 58% digital check-in rate. The benefits were clear: shorter queues at the front desk, increased upsell conversions, and more time for staff to connect personally with arriving guests.
How can hotels connect with OTA guests before they arrive?
Many properties worry that they can’t reach OTA guests before arrival. Duve solves this by supporting proxy emails from platforms like Booking.com. In cases where emails aren’t available, SMS messages can be sent instead. This ensures that guests still receive essential pre-arrival instructions and that hotels maintain a consistent digital journey from booking to check-out.
Where does AI add the most value in hotel operations?
Can AI really save time without losing the human touch?
With today’s staffing pressures, AI is increasingly valuable, but only when it enhances the guest experience. Duve’s AI Assistant handles common guest questions using your property’s exact information and tone. That means fewer repetitive tasks for staff, and faster, more consistent replies for guests. As Ieva shared during the webinar, tools like this allow teams to stay engaged where it matters most: face-to-face with the guest.
How does Duve fit into a hotel’s existing tech stack for a seamless check-in?
Duve integrates with leading smart lock providers, payment processors, and ID verification tools. Guests can securely upload identification, authorize payments, and even receive their room key digitally before they arrive. This kind of seamless integration supports a truly contactless check-in experience—while still preserving the personal hospitality touch that guests expect.
Is technology replacing hospitality—or making it more human?
The conversation during the webinar made one thing clear: technology is no longer optional in hospitality, but it must be human-first. From communication to check-in to post-stay feedback, operational tools like Duve are not just streamlining tasks—they’re empowering teams to deliver consistent, high-touch guest experiences at scale.
Final Takeaway
The conversation during the webinar made one thing clear: technology is no longer optional in hospitality, but it must be human-first. From communication to check-in to post-stay feedback, operational tools like Duve are not just streamlining tasks — they’re empowering teams to deliver consistent, high-touch guest experiences at scale.
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About the author
The Duve team comprises hospitality experts specializing in guest experience personalization, operational optimization, and innovative hotel technologies. With deep industry knowledge, they help hospitality providers elevate service, enhance satisfaction, and drive growth.