The brand
Classic Lodges, owned by Lais Hotel Homes Restricted (LHPL), is a selection of luxurious inns in Southern Ontario, Canada. Located in the heart of wine state in the Niagara-on-the-Lake area, just about every of Classic Hotel’s attributes offers attendees a distinctive and individualized knowledge. By working with regional farmers, vintners, and artists, Classic Lodges has crafted an unparalleled expertise for friends showcasing environment-class spas, fine eating, and wonderful wine.
The obstacle
The govt group at LHPL was looking to attain 3 essential plans when they commenced seeking for a mobile visitor engagement platform. Very first, they required to improve their visitor pleasure — they realized that much more engagement with guests would aid. Next, they required to make certain that any challenges company experienced for the duration of their stays ended up surfaced to employees and resolved although the visitors were being however on assets. And 3rd, they wanted a way to drive outlet revenue from on-property company.
The solution
Immediately after an in-depth assessment of doable methods, Classic Hotels picked Revinate Ivy.
“Implementing Ivy will give our attendees a level-of-call at any point all through their stay, no make any difference the hour or site,” says Bob Jackson, Chief Executive Officer of LHPL. “This will even further raise our guests’ gratification and no cost up our staff to produce more significant visitor connections and encounters.”
A thirty day period right before the pandemic strike, Classic Motels rolled out Ivy®, the award-profitable digital concierge. Having a hub-and-spoke strategy, the corporate crew established up the important campaigns and responses but also trained the front workplace workforce at just about every of the hotels to answer and have interaction with friends.
Ivy automatically reaches out to visitors subsequent verify-in to supply support and reply questions about stores and expert services. And Ivy reaches out all over again 30 minutes afterwards with a pleasurable concept encouraging company to acquire advantage of the Monet-impressed green area, which is great for selfies or “Santa-spotting” in the winter season. And at the conclusion of the stay, Ivy reaches out for comments and encourages attendees to go away a critique with Tripadvisor. Furthermore, Ivy has been used for advert hoc circumstances, this sort of as when the power went out at a residence and team desired to hold visitors informed about the circumstance.
The final results
There is no question that Classic Lodges obtained fortunate with obtaining Ivy in place pursuing the pandemic. When demand from customers returned but lodge team was continue to minimal, Ivy was there to make sure attendees had an effortless way to get all the details they wanted for a fantastic remain, including outlet hrs, factors of fascination, and more. Ivy also permits attendees to effortlessly choose out of stayover cleaning, allowing methods to be directed where by they are needed and permitting company to personalize their keep.
“In the times of people becoming reliant on their mobile equipment [. . .] it is natural and person friendly for visitors to use Ivy alternatively of buying up the phone,” notes Kelly Exelby, Basic Supervisor of Prince of Wales. “A essential part to Ivy’s success at our hotels is that, in spite of the messages being mainly automated, our guests experience like they are conversing to another person specifically. And so, the practical experience with Ivy is really personalised. This can be noticed in our guest fulfillment surveys, which often emphasize and thank Ivy for providing ‘exceptional services.’”
Ultimately, for the reason that Ivy reminds friends about the outlets and solutions guests’ issues in serious time, outlet profits is increasing.
Nowadays, due to the fact so a lot visitor engagement is routed by Ivy, the phones at the front desk are significantly quieter. This lets workers to interact in better good quality conversations during confront-to-deal with interactions. Very best of all, it’s crystal clear that Ivy is possessing an effects on guest sentiment as ‘she’ is talked about by name in guest critiques and scores have enhanced demonstrably subsequent the roll-out of Ivy.
