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

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

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

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:

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.