Single App That Optimizes Hotel Communications and Operations at The Indigo Road Hospitality Group

Why a Leading Hospitality Group Chooses HelloShift for Superior Guest Messaging and Staff Collaboration 

Overview

The Indigo Road Hospitality Group, based in Charleston, South Carolina, was established in 2009. The group started with a single restaurant and has since grown into a prominent hospitality company with a diverse portfolio that includes 20+ restaurants and a growing collection of independent and boutique hotels in the southern region of the United States. The group’s hotels, including The Flat Iron Hotel in Asheville, North Carolina, emphasize unique, locally inspired hospitality. This commitment is enhanced by the operational efficiencies and deeper guest engagement that HelloShift enables, creating unforgettable experiences.

Challenges

The Flat Iron Hotel — an embodiment of Asheville’s Jazz Age — launched with the HelloShift platform in place. Since then, Kayla Amesbury, Director of Rooms at The Flat Iron Hotel, has passionately worked to optimize its use and ensure enthusiastic staff adoption, all aimed at delivering top-tier guest communications and hospitality services, consistently delighting guests and achieving operational excellence. 

She has also effectively utilized HelloShift’s seamless integration with StayNTouch, a cloud-native hotel property management system (PMS) used across Indigo Road Hospitality Group’s portfolio, including The Flat Iron Hotel.

The HelloShift Impact

As Amesbury explains, “The biggest difference we experience on a daily basis has been the guest interaction messaging features. The ability to contact our guests seamlessly has been the highlight of HelloShift. We use it to help guests make reservations at our restaurant Luminosa and to highlight our unique offerings.” 

HelloShift was designed to let hospitality organizations promote special events, in-property services, and more through broadcast guest messaging. Properties like The Flat Iron Hotel can send personalized text messages to guests at key touchpoints throughout their stay (e.g., before arrival, during stay, before check-out). This seamless communication allows for placing promotions and engaging with guests at crucial moments in their journey, organically enhancing their experience and driving higher revenue.

Another big impact HelloShift has had on the operations of The Flat Iron Hotel has been the rapid response time between the maintenance team, housekeeping team, and the front desk to get issues resolved for guests. Amesbury shares, ‘With HelloShift, problem solving and facility management has been the best. It takes just ten seconds to create a staff task and attach a picture. The platform tracks everything for the maintenance team which has been a great plus for our property. It also helps identify and address common maintenance issues like HVAC problems or plumbing repairs.” This rapid response capability delights guests and ensures smooth operations, reinforcing the hotel’s reputation for delivering exceptional, heartfelt service.

HelloShift provides a staff collaboration workspace where everyone can rely on a single source of truth to provide them with the critical information needed to perform tasks that have been assigned. Through the platform, staff can ask questions about assigned tasks, keeping everything organized and contextually relevant. This centralized workspace not only ensures efficiency and accuracy, but also brings peace of mind to our team, knowing they can deliver top-notch service consistently.  

At The Flat Iron Hotel, the staff has seamlessly adopted the HelloShift platform into their daily activities. “It has been so easy to learn and simple to use. Everyone has it on their phones and they can chat with each other to resolve issues and close tasks.” Amesbury adds, “The software has been so straightforward, making it an essential hospitality tool.” The ease of use has led to rapid adoption and integration into daily operations, allowing staff to focus more on delivering excellent guest experiences, which fills them with pride and brings joy to our guests.

Also, when it came to onboarding, HelloShift surpassed expectations for The Flat Iron Hotel. “For every question or inquiry we had, a staff member at HelloShift was willing and able to hop on a video call the same day. I’ve always felt supported by the HelloShift team knowing they will provide help whenever needed.” This exceptional support gives us the confidence that HelloShift will always meet and exceed our needs, contributing to our ongoing success and peace of mind.

At The Flat Iron Hotel, HelloShift was seamlessly integrated with StayNTouch,  a full-featured hotel property management system (PMS) used by The Indigo Road Hospitality Group. Amesbury said, “The integration is really helpful, especially since we use guest messaging all the time. The integration with StayNTouch effortlessly brings all our guest information into HelloShift just as soon as bookings are made. It ultimately means less work for us and happier guests — which we are all about.” This effortless integration not only streamlines operations, but also fills our hotel with a sense of calm and efficiency, resulting in delighted guests and a motivated, empowered team.    

HelloShift is providing the tools to help hotels of all sizes move from pen-and-paper, or walkie-talkie operations, to become fully digital. The hotel management software incorporates housekeeping management, guest messaging, and hotel task management, in one easy-to-use platform — streamlining the entire operation.

Transform your hotel into a digital hotel. Enable guests to text your hotel and pre-checkin, empower staff with staff collaboration, and schedule room cleaning efficiently.