How Surfside Hotel and Suites Increased Guest and Staff Satisfaction Through Canary’s Guest Management System

GUEST EXPERIENCE

The Surfside Hotel and Suites in Provincetown, Massachusetts is a historical, waterfront property with 88 guest rooms. The property focuses on creating a welcoming atmosphere and there have been repeat guests going back 25 years.

Why it matters: Before Canary, guests had to wait for their identification and credit card to be manually verified, were required to call the hotel to see if add-ons were available, and were unable to tip staff digitally.

These outdated processes resulted in long queues at the front desk, overburdened staff working the phones, and housekeeping employees that weren’t receiving acknowledgement for their hard work.

Top 3 Core Objectives: With Canary’s Guest Management System, Surfside Hotels and Suites aimed to streamline hotel operations and increase guest satisfaction.

Reduce Check-In Times: Surfside wanted to provide guests with the option to have everything ready upon arrival to reduce the time spent on registration.
Increase Revenue: For upgrades and add-ons, guests had to call and manually request the things they wanted instead of proactively seeing the options available.
Improve Staff Satisfaction: The team at Surfside also wanted to ensure that their housekeeping staff felt appreciated and valued each day.

Innovators Mentioned

Surfside Hotel and Suites

Canary Technologies

Cindy Ladd

General Manager

Surfside Hotel and Suites

"Since implementing Canary we can prepare everything for the guests before they even arrive, and check-in takes one minute. There are no lines!"

Cindy Ladd

General Manager

👍 General Manager Cindy Ladd said that Cindy Ladd said that Canary helped Surfside eliminated check-in lines:

"Since implementing Canary we can prepare everything for the guests before they even arrive, and check-in takes one minute. There are no lines!"

⚖️ The selection process: During their research process, Cindy Ladd 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 Cindy Ladd said, about their decision: "We were impressed by how easy it was to work with Canary, and their team is so fast."

📈 The results: Surfside Hotel and Suites achieved all of the goals it set out to by deploying Canary's Guest Management System.

With Canary, Surfside was able to streamline the arrival experience and provide guests with a more personalized on-site check-in experience.
Since implementing Canary in May 2023, Surfside has made over $44K in upsells and add-ons.
Through Digital Tipping, Surfside employees receive an average tip of $20.