Case Study

Lyzzick Hall, Keswick

“We used to spend hours at the end of day reconciling the billing, but now it takes two minutes! The team are great and nothing is too much trouble.”

Background

The 25-room Lyzzick Hall hotel nestled on the lower slopes of Skiddaw in the Lake District National Park near Keswick is a traditional, family-run independent hotel with a staff of 30. Before the pandemic, they operated a paper system, with all the processes you need to manage a hotel, but not the software. They took the opportunity provided by the pandemic to modernise.



The problem

“Hours were spent on billing and paperwork every day”

“We literally ran on handwritten bills and paper invoices,” explained hotel manager Jane Redmond. “I already had experience of other systems – Rezlynx and Oracle – and the compulsory closure during Covid enabled us to review various systems on the market and implement a modern PMS.” A combination of research and recommendation led the hotel to choose Rezcontrol as their PMS of choice.

“Guests had been starting to ask why our systems couldn’t automate various processes, and when the owner needed to spend some time working on the front desk, and realised how much time was being spent on admin, reconciling room and restaurant bills and managing housekeeping, that gave us the impetus we needed to change,” explained Jane. “We are still a traditional hotel, but with a much more modern twist – we have refurbished completely as well.”

The solution

“Rezcontrol is so user-friendly and accessible”

The Lyzzick Hall team needed a user-friendly and accessible platform, that nonetheless had all the functionality of some more complex-looking systems, especially due to the relative lack of internal experience. Many staff are very long-standing team members, and change was always going to present a degree of challenge.

After attending a few demonstrations of different systems, it became obvious that Rezcontrol would tick all the boxes, at a fair and transparent price.

The benefits of Rezcontrol

“Rezcontrol does everything - and is so simple and intuitive to use”

Everything works so well together – it’s so simple and everything is in one place,” said Jane.

The hotel especially values the combination of booking engine, channel management, and POS integrations, as well as the planner, which hotel staff find especially clear and user-friendly, with customisable dashboard settings and a colourful, highly visual diary page.

“The booking engine and the channel management integration with SiteMinder has been so useful,” said Jane. “We used to have to manually update occupancy and availability and could only feature certain rooms on our previous system, so we lost bookings – we would miss the window to set last minute rates to either maximise margin at busy times, or sell rooms which became available at the last minute.”

Attracting and retaining a younger clientele through an improved PMS

Lyzzick Hall has found that since becoming more visible online, their clientele has expanded and become more varied too, as younger guests take advantage of online promotion, and are more likely to book online as a first course of action.

Having a modern, up to date PMS is fulfilling their expectations, boosting the hotel’s reputation, and increasing bookings – enabling the hotel to go from strength to strength, now it has also been fully refurbished. “It feels like a new lease of life,” said Jane. The next step for Lyzzick Hall is to implement the marketing and email automations, which will further boost awareness.

Equally, the POS functionalities are now saving hours of admin time, as well as cutting out human error, as bar and restaurant billing now reconciles directly with room charges.

Excellent onboarding and training, combined with outstanding customer service

Lyzzick Hall staff found the training and onboarding particularly useful and effective, especially as many didn’t have much prior experience.

“The online training was very helpful, as staff could arrange sessions around shifts, and learn at their own pace,” explained Jane. “And if we ever had a query, all we had to do was ask – nothing ever felt like too much trouble. We all really appreciate having named contacts in tech support who really care, now as much as in the beginning.”

“When we contact Rezcontrol, we feel it’s more than just a job to them – it makes all the difference”

For Lyzzick Hall, implementing Rezcontrol has been revolutionary – and the whole is greater than the sum of the parts.

“It’s the whole experience,” concluded Jane. “From the easy planner, to the automated paperwork and billing, to the option to log in from a phone or laptop if needed. Running our hotel is just so much easier now, and we are reaping the benefits.”