Thursday, March 13, 2025

How the Avalon Hotel simplified operations with ThinkReservations

Nazly Piedrahita

Introduction

The Avalon Hotel, a boutique property located on Catalina Island, outside of Los Angeles, has successfully leveraged ThinkReservations to streamline operations and enhance guest experiences. This case study explores how the property management system has transformed the hotel's operations and contributed to its success over the past decade.

The challenge

As a luxury property in a destination resort, the Avalon Hotel faced several challenges:

Maintaining consistency in guest experiences and service quality
Streamlining operations and software systems
Managing complex booking processes for a destination hotel with unique needs
Ensuring effective guest communication and tracking

Why ThinkReservations

The Avalon Hotel chose ThinkReservations as their property management solution for several key reasons:

Customization and flexibility: ThinkReservations demonstrated a commitment to addressing the hotel's specific needs, developing custom features to suit their unique requirements as a hotel in a luxury destination.
Automated booking system: The platform allowed for seamless online bookings, reducing manual work.
Robust reporting: Quick Reports and dropdown menus provided easy access to crucial operational data.
User-friendly interface: The system's intuitive design made it easy for staff to adapt and use effectively.
Ongoing support and development: ThinkReservations' team showed dedication to continuously improving the system based on the hotel's evolving needs.

“The most surprising part of working with Think Reservations is not so much the software, but working with the team and their abilities to work with us to improve this as we grow and systems change.” Rock Goslin - Owner, The Avalon Hotel

Pool area for the Avalon Hotel overlooking the Catalina Island Marina

The results

The implementation of ThinkReservations has yielded significant benefits for the Avalon Hotel:

Streamlined processes: The system has simplified operations, reducing the need for manual intervention.
Enhanced staff training: ThinkReservations provides direct training to staff, easing the burden on management.
Increased revenue: The Avalon Hotel has experienced consistent revenue growth every year since implementing ThinkReservations, spanning over a decade.

Enhanced guest experience

Consistency: The system helps maintain a consistent level of service and attention to detail for both new and repeat guests.
Personalized service: The platform enables better tracking of guest preferences and history.
Improved decision making: it is so much easier to decide how to move forward in terms of pricing, promotions and the like when you have access to information at your fingertips.

"We've built our revenue every year since then, and it's been a partnership. This partnership with ThinkReservations has enabled the Avalon Hotel to maintain its position as one of the finer properties on the island, delivering the highest level of amenities and customer service." Rock Goslin - Owner, The Avalon Hotel

View of a cruise ship reaching Catalina Island from a Avalon Hotel balcony

Conclusion

The implementation of ThinkReservations has transformed the Avalon Hotel's operations, leading to improved efficiency, enhanced guest experiences, and consistent revenue growth. The comprehensive functionality, customization options, and ongoing support provided by ThinkReservations have proven to be valuable assets for this high-end hotel, supporting its growth and success in the competitive hospitality industry.

Back to Case Studies