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From Vision to Reality: How MM:NT Berlin Lab Mastered Hospitality Efficiency
The award-winning MM: NT Berlin Lab is an innovative concept combining digitalisation, minimalist design, and sustainability. With just six high-tech rooms and minimal on-site staffing, MM: NT Berlin Lab sets the stage for future hospitality by offering seamless, cutting-edge guest experiences.
Images courtesy of MM: NT. Credits by MM: NT.
Challenges
No justification for a traditional reception
Diverse guest backgrounds required simple, unified services
Balancing multiple systems in an experimental tech environment.
Results
80-90% occupancy with contactless, remote operations
Check-in under 5 minutes; consistently high ratings (4.77 Airbnb, 5 stars Google)
Seamless integration of tools into a single, intuitive platform
Solution
LIKE MAGIC delivered a transformative hospitality tech solution that redefined operations at MM: NT Berlin Lab. MM: NT Berlin Lab delivers exceptional guest satisfaction, regardless of age or tech experience, maintaining 80-90% occupancy and setting a scalable example for future larger properties.
Highlights
Contactless Operations
Guests check in online, receive digital keys, and access services seamlessly through a unified, web-based platform, no app downloads required.
Simplified Staff Operations
Even non-hospitality staff mastered LIKE MAGIC within 30 minutes, empowering them to focus on oversight rather than routine tasks.
Integrated Tools
LIKE MAGIC consolidated Apaleo (PMS), payments, and unique amenities like “upgrade boxes” into one intuitive dashboard, streamlining operations and enhancing the guest journey.
Seamless Communication
WhatsApp integration enabled instant guest support, even outside standard hours.
Quotes
““Because LIKE MAGIC sits on top of the PMS, it’s so easy to interact with. It’s simplified, it’s nice to look at and it doesn’t overwhelm new users with complicated functions. We can literally hand it to someone who’s never worked in a hotel before, and within half an hour they grasp how to help guests, something unthinkable with traditional systems.”Janek Gensch, Operations Lead, MM: NT Berlin Lab
"I’ve never been a fan of traditional reception desks all my life and called them rejection desks. They were large in mass, big blocks and impersonal, primarily designed to accommodate outdated technology. With Like Magic, we moved beyond that. Our lobby is now a warm, welcoming space hosted by our ambassadors. By removing the need for bulky front desks, we’ve embraced modern technology and created an environment where we can truly focus on hospitality rather than administration.""We have quite a few Gen Z running our lab, and they’re thriving in it. It doesn’t feel like a traditional hotel setting. To them, it’s a vibrant, tech-enabled hosting space that aligns with how they want to connect and engage.""We’ve tested the lab across differing staffing models – from fully autonomous to partially and fully staffed , it has performed exceptionally well."Asli Kutlucan, CEO of Adina Hotels Europe, TFE Hotels
Conclusion
The partnership with LIKE MAGIC empowered MM: NT Berlin Lab to deliver efficient, contactless hospitality with minimal staffing. By consolidating tools, simplifying processes, and enabling seamless guest experiences, MM: NT Berlin Lab has become a benchmark for the future of hospitality innovation.
Summary
80-90% occupancy maintained
Check-in under 5 minutes
Simplified staff onboarding in 30 minutes
How to eliminate the “Rejection Desk” in hospitality
At ITB Berlin Markus Feller (LIKE MAGIC) and Asli Kutlucan (Adina Apartment Hotels Europe) unveiled the world’s first Hotel Laboratory, rethinking hospitality through intuitive technology.
In just 23 minutes, you’ll learn:
- Why traditional reception desks are now seen as "rejection desks", and how welcoming lobbies and tech-savvy ambassadors are taking their place.
- How intuitive solutions make life easier for both staff and guests.
- Why flexibility in communication channels is a game changer for the guest experience.
- How new concepts like self-service, choice, and freedom in guest journeys create real advantages for hotel and serviced apartment brands.
- How Gen Z thrives in tech-driven hotels
