The foundation under every hotel

VisBook is the group’s PMS and BookVisit its booking engine, both part of the VISIT Platform. “They are the foundation of our operation,” Alexander says. “Because we have minimal manual handling with the VISIT systems, we get much more time for our guests.”

At Refsnes Gods, VisBook runs through the whole working day. “We plan operations and purchasing ahead in VisBook, and use it to leave messages between departments,” says Ismahene. “Housekeeping marks a room as ready, and reception sees it straight away.” The VisBook app is her favorite: “The running schedule is worth its weight in gold. You can see what’s happening at every hour of the day, as well as look ahead.”

Around 60% direct, and packages that sell themselves

Around 60% of the group’s bookings now come in direct. “We’re very, very pleased with that,” says Alexander. Google Hotel Ads plays a part, and so does a booking engine guests barely notice: “A guest doesn’t notice that they leave our website and end up in BookVisit, because it’s mirrored.”

The bigger shift is in how the group sells. “We simply couldn’t work with packages that way before we moved to BookVisit,” Alexander says. “It has revolutionized how we package and how we work commercially.”

At Refsnes Gods, guests pick their dates, see every package available for that stay, then choose their extras. “If you’re bringing a dog, you can book that in advance. You can upgrade your room, or add roses in the room,” says Ismahene. “It increases upselling, or what I like to call service sales, because it’s a service you give your guests.” Guests at weddings and parties can now book online too, “something we’ve wanted for many, many years.”

Part of a chain, still entirely itself

“What I find so exciting about Classic is that we get to be the hotel we want to be,” says Ismahene. “With BookVisit you can build your profile exactly the way you want, with your own logo, description and photos.” Emails before arrival and after checkout, with an offer to book again, keep the relationship going.

None of it replaces the people at the front desk. “Digital won’t replace personal service,” she says. “But it strengthens it.” CEO Stephen Meinich-Bache agrees: “When our work is more efficient, we can give our guests better follow-up.”

From 400 to more than 1,000 people every season

Every summer the group more than doubles, from around 400 employees to over 1,000. “Onboarding is quick,” says Alexander. “You don’t need the two weeks of system training you used to need with the big legacy systems.” Ismahene adds that reception, bookings, the table plan and the till all sit on one platform, and the built-in search walks new staff through any procedure when no colleague is around to ask.

Support in their own language matters too. “For the people on the front line, there’s no threshold for calling for help,” Alexander says. “They know there’s always someone there who can help, in their own language, and who understands their challenges.”

Growing up together

Classic Norway Hotels was a VisBook customer long before VisBook became part of VISIT. “We’ve grown in parallel, and it has become a strategic, long-term partnership,” Alexander says. “Our heart is VisBook. We know that if we have a need, we have a partner who can solve it.”

Stephen points to collaboration as the reason the group renewed its agreement with VISIT last year. “I believe in collaboration: developing the products together, challenging each other and making each other better.” Every hotel uses the same systems, including future partner hotels, “so we can share data and make good strategic choices.”

Looking ahead

For Alexander, the future is even more integration, with AI connected to all of it, and that makes the choice of partner matter. “The advantage we see with VISIT is that you’re on the ball. It’s important for us to know that we won’t fall behind because we chose the wrong system supplier.”

Stephen expects AI to make the day easier for receptionists, booking staff and housekeeping rather than replace them, and to change how guests book. “Guests can get good information about room types, food and drink, and book the spa in one simple flow. Then they can focus on the experience instead of all the small things along the way.”