Systematic onboarding: Why hotels trust MICE DESK
When it comes to introducing new processes, one question often arises: How do you integrate an external team so seamlessly into a hotel's operations that the collaboration is successful right from the start? We've considered precisely this challenge from the very beginning. Our three-stage onboarding model is not only well-thought-out, but is based on a simple yet crucial insight: The best results are achieved when everyone involved feels like part of a team – and on equal terms.
The origin: Bringing hoteliers on board
The idea for founding MICE DESK wasn't developed behind closed doors. From the very beginning, we brought hoteliers on board. In workshops with executives from private and chain hotels, our vision was linked to their feedback. One key point that came up again and again: How can we ensure that MICE DESK team members who aren't permanently on-site develop the same closeness to the product and the hotel team as colleagues in the hotel? The answer was obvious to us – a structured and personalized onboarding process.
Phase 1: Kickoff with overview
Every onboarding session begins with a tour of the hotel and a relaxed chat with the hotel management. The focus here is on understanding the culture of the hotel. Are there challenges that are particularly important to the team? What values and characteristics make the hotel unique? This personal introduction allows us not only to grasp organizational details but also to establish an emotional connection – a foundation that we will systematically develop further as we progress.
Phase 2: Team Integration – The Heart of Onboarding
The second phase is where we get down to the nitty-gritty: Here, we ask hundreds of questions to understand all the relevant details and develop a customized solution. Working closely with the hotel departments, we build a comprehensive database containing all the specific information about the hotel. This isn't just about product knowledge; it's also about strengthening team spirit and creating a deeper connection. We work closely with the departments—be it reservations, revenue management, or operations—to ensure we develop a shared understanding. This phase is crucial for long-term collaboration because it lays the foundation for trust and a strong team spirit between us and the hotel.
Phase 3: Practical experience
Another part of our onboarding is shadowing. During the first three months, our team members spend a few days at the hotel to experience firsthand how events are run. This not only gives them a deeper understanding of on-site processes but also strengthens their bond with colleagues. This practical experience is a further step in building product knowledge and intensifying trust and collaboration.
Technology as an invisible helper
In addition to personal interaction, our hotel-specific knowledge base plays a central role. It links the hotel's specific requirements—from room names and restrictions to default values—with our processes. This technological foundation is fully integrated four weeks after onboarding by our Director of Process Mining, Evelyn Ebner. The result: maximum efficiency, which not only saves time but also takes collaboration to a new level.
A clear added value
Our onboarding is more than just an introduction. It's a process that allows the hotel team and us to grow together as partners. Our expertise is evident not only in technology, but above all in the way we integrate into the culture and working practices of each hotel.
Want to experience this for yourself? Book an appointment now and let's find out together how we can best support your team.
Watch the video? See how our team works on-site and experience what our onboarding looks like in practice!