About Michel Reybier Hospitality
Luxury hospitality is defined by its unwavering commitment to personalized service, where every detail, from the temperature of the welcome drink to the arrangement of fresh flowers, reflects a guest’s unique tastes and expectations. At Michel Reybier Hospitality, whose properties include world-renowned palaces and iconic city-center retreats such as La Reserve Paris which was voted the best hotel in the world in 2017 by Condé Nast and 3rd best hotel in the world in 2023 by La Liste, delivering that level of bespoke attention means empowering every employee, from front-desk agents to maintenance technicians, with real-time access to guest profiles, past feedback, and special requests.
Yet beneath any polished facade of five-star service we know that often lies a tangle of manual workflows: printed guest-preference sheets, scattered WhatsApp threads, legacy PMS entries, and frantic calls over walkie-talkies. These fragmented processes not only consume precious hours each day but also risk letting crucial details slip through the cracks-delays in setting up honeymoon rose petals, missed birthday surprises, or overlooked VIP amenities can erode even the grandest of first impressions.
Main Challenges in the Luxury Sector in general
First, true personalization demands that every member of staff-not just the receptionist-understands each guest’s profile and history. Whether it’s a honeymooning couple requiring rose-petal turndown service, a VIP regular who orders two still waters and one sparkling water each morning, or a returning guest whose previous complaint went unresolved, the expectation is that every team, from porters and housekeepers to spa therapists and technicians, knows and anticipates these needs.
Second, many luxury hotels still rely on outdated, manual tools: head housekeepers print pages of guest profiles each morning, supervisors juggle Excel or SharePoint sheets to track complaints and compensations, and maintenance teams learn about TV or AC issues through radio calls or last-minute texts.
Third, recording and resolving guest complaints is a complex exercise in both speed and transparency. Staff may be empowered-like at Carlton Cannes, where each employee can authorize up to €2,000 in on-the-spot compensations-but without a centralized system, tracking the volume of spa grievances, tallying total compensation spend, or measuring resolution times is all but impossible.
Fourth, housekeeping in luxury hotels often operates on a credit or labor-budget model rather than a simple room-count metric. Supervisors must allocate time-credits per attendant for daily cleans, turn-down service, sheet changes, and special touches-none of which legacy PMS modules support-forcing manual calculations and paper schedules that struggle to adapt when guests change plans mid-stay.
Finally, scheduling complexity skyrockets when cleaners, porters, and maintenance teams are assigned not just to entire buildings but to specific floors and even subsections of those floors. Without an automated, floor-and-zone-aware system, hotels face constant last-minute adjustments via phone calls and frantic e-mails, increasing the risk of missed tasks and frustrated guests. Together, these challenges underscore why ultra-luxury properties require a unified, real-time operations platform to deliver the flawless, anticipatory service their guests expect.
How Hopr supports the vision
Every luxury property understands that consistency is the secret to unforgettable stays, but translating brand, defining standards into everyday housekeeping can be a challenge. That’s why RoomChecking introduced customizable Room Standards Catalogs, a visual playbook that bridges the gap between management’s expectations and on-the-ground execution. At Michel Reybier Hospitality, for example, each suite features wall-mounted displays showing high-resolution “after” photos alongside annotated checklists for linens, amenities placement, minibar setup, and even decorative touches like towel origami. Meanwhile, at La Réserve Genève, staff follow detailed diagrams that specify everything from pillow arrangement to minibar inventory, ensuring that every room looks-and feels-exactly as the brand intended, day in and day out.
Behind the scenes, these catalogs live in RoomChecking’s cloud dashboard, where managers upload new reference images, annotate hot spots (“fold towels this way,” “stack slippers here”), and set inspection criteria with just a few clicks. Cleaners and inspectors access their personalized task lists on mobile devices: one tap brings up the exact photo and checklist they need for each room type. No more guesswork, no more inconsistent “as-is” results.
Task automations
All hotels-whether you run a cozy boutique property or manage a sprawling resort-are awash in guest data: notes in the PMS, flags in the traces, add-ons in the products, special requests as line-items. Yes, the front desk needs that information to craft the perfect welcome, but too often those vital details never make it beyond the screen. Rarely does a receptionist manually relay every preference, which means on-field teams miss critical opportunities to surprise and delight. RoomChecking changes the game by transforming static PMS entries into dynamic, actionable tasks. As soon as a guest’s profile registers “extra pillows,” “gluten-free minibar,” or “anniversary celebration,” RoomChecking’s Task Automations springs into action, auto-generating detailed work orders, on check in, during stay or ar check out complete with photos, priority levels, and checklists, and dispatching them directly to housekeeping, maintenance, or F&B on their mobile devices. The result? Reception can’t overlook important service items anymore, and your team on the ground always knows exactly what needs to be done, when, and how. Through this seamless bridge between back-office data and front-line execution, RoomChecking not only ensures every guest preference is honored but also drives measurable gains in efficiency, reduces paper-pushing by up to 30%, and elevates guest–review scores as personalized experiences become the norm rather than the exception.
With roomchecking you can auto generate tasks or workorders based on information found in the PMS data. See below how it works.
Reception can’t miss important tasks anymore and you can customize the clients stay to a whole other extent than before.
Auto assignment and preferred sectors
Michel Reybier Hospitality manages a mix of properties-some with several separate buildings, others in one tall tower with huge floors that need dividing into service zones, and many standard buildings that simply assign by floor. With RoomChecking, each hotel sets up its own map of buildings, floors, and zones. Every asset-like a table, minibar, or air-conditioning unit-is tagged with where it lives and what “action” it needs. If a guest reports a broken table on the third-floor north wing, RoomChecking sees “table broken” and sends the task straight to maintenance. If another guest wants a minibar refill on the same floor, it goes right to housekeeping. You can even create sub-groups-say, an AC-filter team versus an AC-repair team-so “replace filter” and “fix coolant leak” both go to the right specialists. Across the Michel Reybier portfolio, this simple setup cut mis-routed tasks by over half, sped up room turnarounds by nearly a third, and helped every team deliver exactly what each guest wants, exactly when they want it.seamlessly routes every task to the perfect team member.
Within weeks of going live, drop in mis-routed work orders. In a luxury setting, where flawless service is non-negotiable, real-time visibility into who’s doing what-and where-means zero guesswork and zero delays. With RoomChecking’s asset-driven Auto-Assignments, every task finds its owner instantly, keeping operations running like clockwork and elevating the guest experience to five-star perfection.
As you can see above, it’s more than just sending a task… The correct person on the correct floor needs to receive it.
Recording Customer Experiences / Guest complaints
Before RoomChecking, handling guest complaints meant juggling SharePoint sheets, daily morning-meeting updates, phone calls, and manual entries in the PMS guest profile. Details often slipped through the cracks, response times lagged, and teams struggled to coordinate a consistent follow-through.
With RoomChecking, each property first defines its Experience Categories and Compensation Options-from broad subjects like “Technical/Maintenance,” “Housekeeping,” and “Spa” to as many subcategories as you need for fine-grained reporting. You can start simple (just a handful of categories) or go deep (80+ categories with multiple sub-topics) to capture every nuance of a complaint.
Once a complaint is logged, staff tag it to a category and choose or enter the exact issue in free text. They then assign a compensation type-fixed or ad hoc-so every refund, room upgrade, spa voucher, or bar credit is tracked with its monetary value, even if the front-line team doesn’t know the precise cost at the moment.
For example, at Carlton Cannes each team member-from cleaner to receptionist-can offer up to €2,000 to resolve a guest issue on the spot. Whether it’s candles and chocolates, a transfer to the airport taxi, or a complimentary cocktail at the bar, RoomChecking logs each gesture, links it to the original complaint, and records the estimated or final cost.
Behind the scenes, you also set Complaint Statuses (New, In Progress, Resolved, Closed) so everyone-from front desk to general manager-has real-time visibility on where each issue stands. No more missed updates, no more guesswork: just a clear, auditable trail from first report to final resolution, ensuring every guest leaves happier than they arrived.
Lost and found items
Lost & Found is a must-have feature for every property, but in luxury hotels the stakes are even higher when clients leave behind watches, jewelry, or other high-value items. With RoomChecking, every team member-from cleaners in guest suites to inspectors on post-checkout walkthroughs, from maintenance staff in public areas to receptionists at the front desk-can quickly log found items right in the app. As soon as an item is recorded, RoomChecking pulls the guest’s last-stay details from the PMS, so you immediately know who to contact and how.
Each entry captures a photo, description, location found, and estimated value. You can assign a status (Found, Claimed, In Transit, Unclaimed) and even set automated reminders to follow up after a set number of days. For example, if a guest left a designer watch in room 305, the cleaner snaps a photo, tags it “room 305 – watch,” and RoomChecking notifies reception to call the guest on file. If the guest requests shipping, the system tracks postage costs and generates a work order for the concierge team to prepare the package.
Behind the scenes, managers can pull reports on lost items by category, value, and recovery rate-helping identify hotspots where valuables tend to be left behind, or bottlenecks in the return process. At Michel Reybier properties, this streamlined workflow has cut recovery times in half, boosted guest satisfaction ratings, and reduced storage space needed for unclaimed items. With RoomChecking’s integrated Lost & Found, every precious item finds its way back to the right hands-quickly, transparently, and with the level of care your guests expect.
Subscribe to Custom reports
Each morning, hotel teams gather to share critical updates-but juggling spreadsheets, printouts, and verbal reports can lead to missed information and wasted time. With RoomChecking, Michel Reybier properties now start the day fully aligned, thanks to automated reporting and real-time data feeds.
Before RoomChecking, managers pulled productivity numbers from one system, reception chased Do-Not-Disturb (DND) logs in another, and everyone waited on paper forms for guest-experience feedback. Now, at the touch of a button:
- Daily Productivity Reports
Managers receive a summary of tasks completed, average completion times, and any backlogs-so they can allocate staff where it’s needed most. - Automated DND Logs
Reception gets a clean list of rooms that displayed “Do Not Disturb” yesterday, helping to flag special requests or follow-ups without manual cross-checking. - Guest Experience Summaries
Every team member sees the previous day’s service scores, comments, and issue categories in one screen-turning feedback into actionable insights.
Above is an example of different reports that you can set up automatic emailing for.
These can be sent either to specific users, groups or email adresses outside of the system.
By consolidating all these reports into a single, easy-to-read dashboard, RoomChecking cuts morning briefing time by up to 50%. Teams leave the meeting with clear priorities, no loose ends, and a unified plan to deliver outstanding service-every single day.
