How Fenwick Shores Hotel Increased Guest Tips and Enhanced Service with Canary Digital Tipping

OPERATIONS

Fenwick Shores, Tapestry Collection by Hilton is a unique property nestled in Fenwick Island. The hotel is committed to providing a welcoming home-away-from-home environment for guests. Its coastal theme and local story-telling approach make it stand out in the hospitality industry. Situated in a quiet resort area, it provides a peaceful escape from the bustling beach towns nearby.

Why it matters: Ensuring a comfortable and memorable stay is crucial for Fenwick Shores. Providing guests with exceptional service and streamlining operations are central to achieving this vision, making their partnership with Canary Technologies significant.

With cash tips on the decline, Fenwick Shores was looking for a way for housekeepers to be recognized and appreciated. In 2023, they turned to Canary's Digital Tipping solution.

Top 3 Core Objectives: By deploying Canary's Digital Tipping solution, Fenwick Shores wanted to achieve the following goals

Boost Staff Morale: Fenwick Shores wanted to provide employees with more opportunities for recognition and appreciation.
Enhance Guest Satisfaction: They also wanted to elevate the overall guest experience and satisfaction levels.
Enable Cashless Tipping: The team wanted to ensure that the solution they deployed was easy for guests and staff to use

Innovators Mentioned

Fenwick Shores, Tapestry Collection by Hilton

Canary Technologies

Madelyn Dieffenbach

General Manager

Fenwick Shores, Tapestry Collection by Hilton

"Canary has been a great addition because there have been guests in the past that have asked, 'Is there a way to leave a tip on my bill?' We just didn't have a way of doing that before."

Madelyn Dieffenbach

General Manager

👍 General Manager Madelyn Dieffenbach said that Canary helped make it easy for guests to leave staff tips.:

"Canary has been a great addition because there have been guests in the past that have asked, 'Is there a way to leave a tip on my bill?' We just didn't have a way of doing that before."

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

General Manager Madelyn Dieffenbach said, about their decision: "Training and implementation with Canary was very easy. The Canary team has been extremely responsive. I would definitely recommend Canary to other hotels."

📈 The results: By partnering with Canary Technologies, Fenwick Shores achieved all its goals, including increased guest satisfaction, higher tip amounts and improved staff engagement. The implementation of Canary's Digital Tipping was seamless, training was easily accessible and the platform proved easy to use.

Increased Tips: Before Canary, approximately 15-20% of guests left cash tips in the rooms. With Canary, this has increased to about 30-35% of guests leaving tips.
Boosted Average Tips: Average tips increased from small change amounts to a range of $10 to $30, benefiting the housekeeping team.
Happier Guests & Staff: Canary encouraged staff, especially front desk agents, to go the extra mile for guests, resulting in enhanced service levels. Guests also appreciate the convenience of digital tipping, contributing to an improved overall guest satisfaction rating.

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