From Emails to Instant Communication

GUEST EXPERIENCE

How a large hotel uses Easyway to improve operations, drive incremental sales and enhance guest satisfaction

Why it matters: Easyway's platform provides an all-encompassing solution to Fairmont Monte Carlo's day-to-day operational challenges as well as an overall enhancement to the service and experience provided to guests.

In a large hotel with more than 20 receptionist on shift at any given time, keeping track of your guests' experience can be tricky. By using Easyway's platform, all communication with the guest is located in one place, easily accessible to any of the front desk receptionists. This enables the staff to easily keep track of any upgrade, special request or change of each guest. Easyway's guest journey messages also make it simple to expose guests to everything Fairmont Monte Carlo has to offer- thus increasing guest engagement and incremental sales.

Top 3 Core Objectives: Simplify and streamline the operations and guest relationship in a large hotel, with almost 600 rooms.

Fairmont's loyalty program: Increase guests' engagement with Fairmont's loyalty program
Increase revenue: Make everything the hotel has to offer readily available for guests to browse and purchase
Enhance guest experience: Improve guest engagement, experience and satisfaction

Innovators Mentioned

Easyway

Valentin Raymond

Duty manager

Fairmont Monte Carlo

"Easyway's guest messaging platform elevates our guests' experience while also increasing our revenue. It is so much more efficient than communicating with emails."

Valentin Raymond

Duty manager

👍 Duty manager Valentin Raymond said that Easyway's platform is a serious upgrade from email communication:

"Easyway's guest messaging platform elevates our guests' experience while also increasing our revenue. It is so much more efficient than communicating with emails."

⚖️ The selection process: During their research process, Valentin Raymond evaluated Easyway's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Easyway was the best fit solution:

Duty manager Valentin Raymond said, about their decision: "Easyway provides and overall solution to our needs when it comes to guest relationship management."

📈 The results: Using Easyway’s guest journey messages, Fairmont are able to share their loyalty program and offers with guests. Easyway creates a more streamlined guest lifecycle, improving their overall engagement and experience from start to finish.

Using Easyway's guest journey messaging allows Fairmont to expose guests to their loyalty program in an organic way.
Easyway's fully customizable guest portal makes everything the hotel has to offer available to the guest directly on their mobile phone. Every upsell opportunity can be added to the guest portal, increasing incremental sales and generating higher revenue.
Corresponding with guests via instant messaging creates higher engagement and satisfaction than emailing ever could. The convenience of instant messaging enables the hotel to provide service faster and better than ever before.