View from the front desk - The Royal Hotel, Isle of Wight

Our most important advocates are those who use our systems on a daily basis.

Ensuring that our platform makes hotel management more efficient and enables greater focus on customer relations is vital. The hotel reception is the focal point for hotel guests; their experience from when they walk in the door to check-in to asking for help during their stay can make or break a hotel’s long-term success.

We caught up with Donna Reed, head receptionist at The Royal Hotel on the Isle of Wight to find out what it’s like to head up the front desk and how Avon Data systems helps her on a day-to-day basis:

Tell us a little bit about The Royal Hotel

Built in 1832, The Royal Hotel is one of the oldest hotels on the Isle of Wight and it’s one of the largest with 51 bedrooms.

We were the first hotel on the island to be rated 4* from the AA which has also awarded us with rosettes for our exceptional food.

We’re very proud of the fact that many of our guests are repeat customers it shows we’re doing something right!

How long have you been using Avon Data’s systems?

We’ve been using Avon Data since December 2016, so coming up 18 months now!

Why did you choose to go with Avon Data as your partner?

We looked at several demos from different hotel software companies and were overwhelmed by how some of them were so complex and technical.

The Avon Data demo was showed us how user-friendly the system is. I didn’t feel overwhelmed at all. I felt that the staff here would be able to adapt quickly to the system.

What was fantastic was the personal aspect of installing the system. Mark Cade came to the hotel and explained how everything works. What we liked the most was that they’re a family company as The Royal is a family owned hotel.

Which Avon Data features do you use?

We use the Event feature, Banquet, hotel management, HE Secure for our online payments and reporting. We’ve got the whole package! The reporting system really works for us compared to our old provider.  

The feature that’s especially valuable for me is the dynamic pricing. With this feature I can set up rates in advance and tie it in online too, this really saves me so much time.

Avon Data recommended we use Siteminder as our channel manager which is great and we felt relaxed knowing it was rated highly by people we trust.

How has your experience been with Avon Data?

When we first started working with the system we wanted reports tweaking. Continuity is key for us as we’re so busy and need any issue corrected quickly – whenever we call Avon Data we speak to the same people and the staff are always happy to help.  

How does using the system help you day-to-day?

For staff on the front desk the most helpful feature of the Avon Data system for us is the reports it provides.

The reports are tailored for all the different departments in the hotel so it’s fantastic to pull all of these together to review behind the front desk!

It’s been especially helpful for me as it’s made training new staff much easier. I’ve found that they pick up the system really quickly as it’s very intuitive.

What’s the highlight of the Isle of Wight tourist calendar?

The Isle of Wight Festival has just come to a close which brought over 70,000 people to the island so as you can imagine we were very busy! We did have some famous faces staying with us which was very exciting but I’m not naming any names!

The fantastic weather we’ve had recently has brought a lot of guests to the island and the hotel too.

Have you got anything exciting coming up?

The Fringe Festival will be happening in August which is always a brilliant event and brings lots of people to Ventnor where we’re located.

To see more of the Royal Hotel, or to book a stay visit: https://royalhoteliow.co.uk/