How The Cove Streamlined Operations, Saved 365+ Hours Annually and Generated $72K+ in Guest Enhancements by Switching to SuiteOp

Use cases

1. Use Case 01

   Early check-ins with less desk time

   Early check-ins and late checkouts were once the desk's heaviest manual work, and now they arrive as portal requests the team approves. Before, each one landed on a team of about four: someone charged for it, confirmed the charge had gone through and updated the times in more than one system by hand, because the systems were not communicating.

   Now guests send an Early Check-in Request or a Late Check-Out Request from the guest portal at $50 each, the reservations team approves it, and the payment reaches Stripe with the booking details attached. Between January and October 2026, The Cove processed 436 early check-ins and 292 late checkouts through SuiteOp, with Marcia estimating that automating this process alone saves her team at least an hour every day.

   RESULTOver 365 hours saved annually through early check-in and late checkout automation alone.

   

2. Use Case 02

   Celebration packages sold from the portal

   The Cove now sells its celebration packages from the guest portal, so the reservations desk spends less time putting each one into the reservation by hand. Before, when a guest added an enhancement, someone on reservations typed it into the reservation so the cleaning team could see there was one. In Marcia's words, that meant "candles that need to be returned back to the office or rose petals are going to be all over the floor."

   The menu now includes the Romance Package at $75, the Anniversary Package at $150 and Celebrate at The Cove at $170, alongside charcuterie boxes, cake, balloons, mimosas and flowers. Having guest enhancements visible in SuiteOp "gives our housekeeping and maintenance teams a much clearer picture of what each task involves," helping them plan ahead and work more efficiently.

   RESULTGuests bought 35 Romance, 27 Anniversary and 15 Celebrate at The Cove packages between January and October 2026, with less desk time spent relaying them.

   

3. Use Case 03

   Cleaners flag problems straight to reservations

   Cleaners at The Cove now pass problems straight to the reservations team, so the desk can get on a bad clean right away. Before, the cleaners found the problems, but the reservations team was the one that had to act on them.

   Now the cleaning runs as tasks in SuiteOp, and most of The Cove's 8,036 tasks between January and October 2026 were created on their own, including 3,303 check-in preps and about 3,600 checkout cleans. As Marcia explains, "Our cleaners can leave notes about things like damage or evidence of smoking, so our reservations team knows right away and can address any issues quickly."

   RESULTThousands of tasks created automatically, saving the team significant time and making it easier for departments to communicate and address issues quickly.

   

4. Use Case 04

   Payments that arrive ready to code

   The Cove's upsell payments now reach Stripe with the booking details already attached, which takes care of the part of the job Marcia likes least. Financial coding is hers, and she is plain about it: "There's nothing I hate more than credit card coding," she says.

   Now, when a guest pays for an early check-in, a late checkout or a package, the payment pushes into Stripe with so much booking information that, in Marcia's words, her coding is done for her. SuiteOp also pulls in the financial data from the reservations, which surprised her.

   RESULTUpsell payments land in Stripe ready to code, and the analytics are, in Marcia's words, "really awesome."