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★ LoungeUp Success Stories: Hotel Grandes Rousses

Hotel Grandes Rousses is a 4-star hotel made up of 106 rooms and suites situated in Alpe d’Huez, overlooking a breathtaking view of the mountain range. This establishment combines luxury with comfort  to offer beautifully decorated rooms and communal spaces. The hotel also offers a bar, a spa, a bistro restaurant, L’Espérance, and a local restaurant, La Ferme d’Hubert.

Céline Cayot, Operational Manager, chose LoungeUp several years ago to communicate with guests as soon as they placed their booking. The initial project was to configure a guest portal which would allow guests to book any of the hotel’s services via their mobile (table at a restaurant, spa treatment, etc.). The portal would also give guests access to the concierge’s local recommendations, information about the resort, weather forecasts, and even online news and magazines.

In this way, orders placed on the app are redirected to the relevant staff (table bookings at the restaurant, spa treatment bookings, etc.)

On this mobile portal, guests can also interact directly with the hotel reception via chat so that staff can assist guests in real time.

The portal has also been installed onto a PC in the lobby so that guests can enjoy magazines and newspapers on tablets in the extremely comfortable armchairs provided.

Following the enthusiasm of their guests, who were delighted to be able to communicate with their concierge by message, it was only natural that Hotel Les Grandes Rousses directed their focus to the SMS module in order to provide the best possible assistance to guests during their stay.

Therefore, along with the strength of their restaurant services, the establishment has set up a breakfast campaign: guests automatically receive different breakfast options according to the stay package they have booked.

Céline explains : “For room bookings alone, guests receive a special offer for the addition of breakfast. And for bookings made with breakfast already included, the restaurant menu is sent to them.”

There is nothing more confusing for a guest than to receive a notification to order breakfast if they have already paid for it. However, it is extremely beneficial to guests for the hotel to gather their preferences so that they can provide them with a better and more efficient service. 

“It’s a marketing communication tool with multiple guest benefits that also provides the company with indicators and statistics to measure their campaigns’ efficiency”.

The opening rate of emails sent before and after the stay stands at 82% which is more than commendable and clearly demonstrates guests’ eagerness to be guided by and maintain contact with the hotel after their stay.

This appeals to guests who praise the reception’s availability and high-quality services, as demonstrated by this guest review published on TripAdvisor, among the many other flattering reviews left by guests:

 

Recent developments

The Hotel Grandes Rousses decided to implement a credit card pre-authorisation which is sent to the guest before their arrival. This process allows the residence to securely collect the guests’ deposits online. At the end of their stay, this pre-authorisation payment is released by Reception.

This feature provides a real time-saver for staff and a more secure management of deposit payments by avoiding points of physical contact and by securing guests’ bank details. Just like the implementation of the dematerialised check-in and check-out does.

These new features limit contact with staff and optimise the arrival and departure procedures.

 

Some key figures

  • The year the solution was implemented : 2017
  • Before and after stay email opening rate of 82%
  • 5 minutes on average per session spent by guests on the app

Check out the Hotel Grandes Rousses website: https://www.hotelgrandesrousses.com/en/