80%.
Reduction in wait time for guests
$300K
Savings in operating costs after one year
100%.
Reduction in guest queue complaints
The challenge
Founded in 2005 by businessman Guilerme Paulus, GJP Hotels & Resorts is one of the leading Brazilian hotel chains. The chain has 10 hotels with over 2.200 guest rooms, as well as modern event centers, business and leisure facilities.
GJP guests were increasingly frustrated with the time-consuming check-in and check-out processes. Even when making a reservation in advance, many customers had a long wait at reception, a negative experience that risked customer churn.
The company wanted to leverage technology to enhance the guest experience, digitizing workflows and integrating its Property Management System (PMS) CMNET Totvs with a self-service kiosk.
“With the support of Digibee, we were able to integrate and orchestrate all of our systems ten times faster than the traditional integration model we had originally considered.”
– Matheus Henrique Garcia, CIO, GJP Hotels & Resorts
The Objective
- Fast and streamlined check-in/check-out workflows for guests
- Quick and easy access to customer data to validate reservations
- Expanding successful integration strategy to support additional innovation initiatives
The plan
The strategy involved two phases:
- Phase one: Integration of existing PMS system with a self-service kiosk
- Phase two: Ongoing digital transformation projects based on the success of the first phase
The Outcome
The GJP team worked closely with Digibee to transform the guest experience by integrating a self-service kiosk into their existing property management system for fast (and frustration-free) check-in. Digibee delivered a seamless integration of their systems in a timeline ten times faster than the traditional integration model the company had originally considered.
Digibee now serves as the integration hub for GJP, supporting the company’s ongoing digital transformation. To date, four new projects have been launched with over 70 flows built and monitored. Over 19,000 transactions are processed daily, saving $300 in operational costs in a single year.
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