SMART INN TIIT HÕBEJÕGI, VILLE YLÄNNE, SUSANNA LAAKSO
WHAT IS SMART INN Smart Inn is a hotel chain just starting up in Tallinn Estonia. It provides the best value for your money by providing affordable accommodation service and everything smart travelers would want from their stay. Our logo represents a fox, which is known for its cunning and smart nature. We do not aim to be the cheapest choice, we aim to be the smartest.
MISSION, VISION AND SLOGAN Mission: We provide good functionality for our customers for one of the best prices in the market. Our employees are encouraged to think up ways of how to make the processes more fluid and increase the overall functionality for our customers. Vision: To provide top functionality for the best price in the accommodation business. Slogan: Easy Way, Easy Stay
KEY RESOURCES We have a total on 100 standard rooms and a total of 10 employees: 1 shift manager - in charge of the creation of working hours for the receptionists, taking into account vacations, free days, holidays etc. Also in charge of keeping the overall order in the hotel. 5 receptionists - welcome our customers and guide them through the check-in process (if necessary). Make reservations and answers incoming calls. 1 IT specialist - in charge of our social media channels and making sure, that the reservation links are working. 1 marketing specialist - in charge of marketing. 1 accountant - in charge of bookkeeping. 1 CEO - in charge of the whole hotel management process, long term strategy, partner relations etc.
KEY PARTNERS Reval takso – confortable but reasonably priced taxi service in Tallinn. Well-known ferry companies: Tallink, Vikingline, Eckeröline and Lindaline. Cheaper airline companies: Air Baltic, EasyJet and Ryanair. Bitcoin – provides an alternative payment method for our customers.
TARGET GROUPS Business travelers - they look for maximal economic and functional efficiency in their stay. In other words, ours is the smartest solution for their stay in Tallinn. Leisure travelers - Most people travel to see different places and experience new things. Because a hotel room looks (practically) the same no matter where you go, there is no reason to pay extra for it, therefore ours is also the smartest solution for this segment.
BUSINESS PROCESS IMPROVEMENTS Old process only supported check-in at the receptionist, while new improved process also supports self check-in. Using self-check-in, we can reduce the number of employees working at the reception to 2 (three less than with our old process). This should also speed up the overall process and increase our customer satisfaction.
OUR ACCESS DATABASE We keep a database about our customers, to get as much as possible from our marketing and to increase our customer satisfaction. In order to protect our cutomers privacy, we connect most of the information through Customer ID.
BALANCED SCORECARD
MAIN TARGETS AND HOW WE ARE GOING TO REACH THEM Increase in sales revenue and the total number of customers 10 %: increased advertisement through Internet and our partners. Using our new automated self check-in process, we plan to lower our costs and increase the speed with which we can serve our customers. Increased number of recurring customers. Continuous service improvement and usage of self check-in: Proactive attitude towards work and constant owner participation. Test our automated systems for few weeks before launching them and pick beta test groups to try it out before taking it in to everyday use. We train our staff to use the system with a course and on the job.
THANK YOU!