How Vintage Hotels drives guest engagement with Ivy, Revinate’s text messaging solution

Otto I. Eovaldi

The model

Vintage Hotels, owned by Lais Lodge Houses Confined (LHPL), is a assortment of luxury hotels in Southern Ontario, Canada. Found in the coronary heart of wine region in the Niagara-on-the-Lake location, each individual of Classic Hotel’s attributes offers friends a distinctive and individualized encounter. By operating with regional farmers, vintners, and artists, Classic Lodges has crafted an unparalleled practical experience for guests that includes earth-course spas, wonderful eating, and good wine.

The obstacle

The govt crew at LHPL was hunting to accomplish 3 crucial goals when they started looking for a cell visitor engagement system. Initially, they needed to greatly enhance their visitor fulfillment — they knew that more engagement with attendees would assistance. Next, they desired to assure that any challenges visitors had all through their stays were surfaced to personnel and solved while the friends were however on home. And third, they needed a way to generate outlet income from on-assets attendees.

The solution

Following an in-depth critique of feasible options, Vintage Resorts chosen Revinate Ivy.

“Implementing Ivy will give our attendees a stage-of-get in touch with at any position during their stay, no matter the hour or locale,” says Bob Jackson, Main Executive Officer of LHPL. “This will further increase our guests’ fulfillment and no cost up our team to produce additional meaningful guest connections and encounters.”

A thirty day period right before the pandemic strike, Classic Inns rolled out Ivy®, the award-successful textual content messaging alternative. Having a hub-and-spoke method, the company team established up the important campaigns and responses but also qualified the entrance office group at each individual of the motels to reply and interact with company.

Ivy quickly reaches out to company subsequent check out-in to offer assistance and solution concerns about retailers and expert services. And Ivy reaches out all over again 30 minutes later with a pleasurable message encouraging guests to get edge of the Monet-impressed inexperienced space, which is excellent for selfies or “Santa-spotting” in the winter. And at the finish of the keep, Ivy reaches out for suggestions and encourages company to leave a evaluate with Tripadvisor. In addition, Ivy has been made use of for advertisement hoc conditions, this kind of as when the electricity went out at a house and workers needed to hold visitors educated about the problem.

The effects

There’s no question that Classic Accommodations obtained blessed with owning Ivy in spot following the pandemic. When need returned but lodge employees was continue to restricted, Ivy was there to be certain attendees experienced an simple way to get all the details they necessary for a fantastic continue to be, like outlet hours, points of fascination, and a lot more. Ivy also allows guests to simply decide out of stayover cleansing, letting assets to be directed the place they are desired and enabling guests to personalize their stay.

“In the days of individuals getting reliant on their cellular equipment [. . .] it is purely natural and user helpful for guests to use Ivy as an alternative of buying up the telephone,” notes Kelly Exelby, Basic Manager of Prince of Wales. “A crucial facet to Ivy’s accomplishment at our lodges is that, irrespective of the messages becoming generally automated, our attendees sense like they are conversing to somebody immediately. And so, the knowledge with Ivy is hugely personalised. This can be seen in our visitor gratification surveys, which generally highlight and thank Ivy for offering ‘exceptional provider.’”

Last but not least, simply because Ivy reminds guests about the retailers and answers guests’ concerns in actual time, outlet earnings is growing.

Right now, due to the fact so a lot visitor engagement is routed by way of Ivy, the telephones at the front desk are substantially quieter. This enables workers to engage in higher high-quality conversations for the duration of deal with-to-face interactions. Greatest of all, it’s distinct that Ivy is owning an effects on guest sentiment as ‘she’ is stated by name in guest reviews and scores have greater demonstrably adhering to the roll-out of Ivy.

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