Tuesday, March 11, 2025

From paper to pixels: the tech enabling Mansion at Noble Lane

Sean Rolsen

Booking engine Property management Task feature

20% increase in upsells revenue in 2024 compared to 2023

Introduction

Akwaaba Bed & Breakfast Inns, a collection of three distinctive properties, has leveraged ThinkReservations to enhance its operations and guest experiences for the past five years. Under the leadership of Monique Greenwood, the self-proclaimed "Chief Enjoyment Officer," Akwaaba has embraced technology to streamline its processes and elevate its renowned hospitality.

Background

Founded 30 years ago, Akwaaba Bed & Breakfast Inns has built a strong brand with properties in Brooklyn (Akwaaba Mansion), Philadelphia (Akwaaba), and the Poconos Mountains (Mansion at Noble Lane). The company's commitment to personalized service and unique experiences has made it a standout in the boutique hospitality industry.

Why ThinkReservations

Monique Greenwood, a former Essence Magazine Chief Editor, was initially hesitant with technology, but later chose ThinkReservations to modernize Akwaaba's operations after seeing how ThinkReservations worked for other lodging properties. She recognized the need to:

Make the business more efficient
Level the playing field with larger hotels
Streamline the reservation process

"I love paper and pen, but I decided to step up and see how technology could make my life easier and my business more efficient," said Greenwood.

Key features utilized

Akwaaba has particularly benefited from several ThinkReservations features:

Task management: Keeps staff organized and on point
Guest information capture: Stores dietary restrictions and special requests
Upsell opportunities: Allows guests to add services during booking
Seamless integration: Connects website, marketing, and reservation system

Enhancing guest experience

ThinkReservations has enabled Akwaaba to provide a more personalized and efficient guest experience:

Improved communication: Staff can easily access guest information and preferences
Streamlined check-in: All necessary information is readily available
Personalized services: Dietary restrictions and special requests are easily tracked
Increased upsells: Guests can add services like massages or birthday cakes during booking

Greenwood emphasizes, "All of that information about the guest is captured in one place, and we can quickly refer to that and meet the expectation of the guest."

Breakfast area of the Mansion at Noble Lane in the Poconos

Streamlining operations

ThinkReservations has significantly improved Akwaaba's daily operations:

Morning briefings: Staff use the task list to prepare for the day ahead
Reduced surprises: All necessary information is readily available
Efficient resource allocation: Staff can anticipate needs and prepare accordingly

"We try to have a standup meeting in the morning before we start the day, and I'm pulling out that task list, looking at what it is, and I'm letting everyone know what the day looks like," Greenwood explains.

Results and Impact

The integration of ThinkReservations has yielded significant results for Akwaaba:

Increased upsells: a significant boost in additional services booked
Improved efficiency: Streamlined operations across all three properties
Enhanced guest satisfaction: More personalized experiences lead to happier guests
Peace of mind: Greenwood notes:

"The last thing I look at at night is not social media, is my ThinkReservations grid. I am comforted by the fact that everything I need to do is there (in ThinkReservations) so it doesn't need to be here (signaling to her head)."

Conclusion

Akwaaba Bed & Breakfast Inns' success story demonstrates how a traditional, high-touch hospitality business can leverage technology to enhance its operations without losing its personal touch. By embracing ThinkReservations, Akwaaba has been able to streamline its processes, increase revenue through upsells, and most importantly, continue to provide the exceptional, personalized experiences that have built its strong brand over the past 30 years.

Back to Case Studies