Entourage sur-le-Lac automates 94% of guest enquiries and saves 440 hours of staff time with HiJiffy

GUEST EXPERIENCE

Entourage sur-le-Lac was looking for something very specific: save time for the team without compromising guest service. As a busy lakeside resort just outside Québec City, guest communication is constant. With its stunning lakeside location and focus on wellbeing, the hotel attracts travellers keen to make the most of their stay. This means the front desk team is always fielding questions about breakfast times, outdoor activities, and booking logistics. While this interaction is vital, the sheer volume of repetitive enquiries was becoming a significant operational challenge.

Why it matters: The hotel needed a way to provide fast, accurate answers without overwhelming its staff. This case study explores how Entourage sur-le-Lac automated 94% of its guest conversations using HiJiffy, saving over 440 hours of staff time in just one year.

Entourage sur-le-Lac identified several key challenges that prompted its search for an AI-driven communication solution: high volume of repetitive questions, limited time for communication during busy periods and difficulty keeping up with fast-response expectations

Top 3 Core Objectives: To tackle these challenges, Entourage sur-le-Lac implemented HiJiffy’s Guest Communications Hub with a clear objective: reduce the time spent on repetitive questions while keeping guest communication friendly, fast and reliable.

Automating FAQs across channels: HiJiffy’s conversational AI handles the majority of common questions, such as breakfast times, parking, activities on site, and check-in details. Guests receive instant replies at any time of day, including evenings and weekends, without having to wait for a team member to be available.
Connecting with guests: With HiJiffy, all guest conversations, from webchat to Facebook Messenger and Instagram or OTAs, are managed in one place. Guests get consistent, reliable support no matter how they reach out, making communication more accessible for everyone.
Supporting staff: HiJiffy’s role at Entourage sur-le-Lac is clear: it takes care of routine questions so staff can focus on guests who need personal help. When a conversation requires human judgment, the team can still step in and respond directly.

Innovators Mentioned

Entourage sur-le-Lac

HiJiffy

Mia Piché

Front Office Manager, Entourage sur-le-Lac

Entourage sur-le-Lac

"Using HiJiffy has been a game-changer for our team. Its AI-powered assistant automatically responds to customer inquiries, allowing us to provide instant, 24/7 support."

Mia Piché

Front Office Manager, Entourage sur-le-Lac

👍 Front Office Manager, Entourage sur-le-Lac Mia Piché said that Using HiJiffy has been a game-changer for our team.:

"Using HiJiffy has been a game-changer for our team. Its AI-powered assistant automatically responds to customer inquiries, allowing us to provide instant, 24/7 support."

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

Front Office Manager, Entourage sur-le-Lac Mia Piché said, about their decision: "We’ve saved time, and our clients truly appreciate the quick and accurate answers. HiJiffy has made our customer service more efficient and responsive."

📈 The results: From October 2024 to November 2025, Entourage sur-le-Lac recorded strong operational gains from using HiJiffy, particularly in automation and time saved.

94% of guest enquiries handled automatically: Across 8,800 conversations, HiJiffy successfully automated 94% of interactions. In practical terms, this means that almost all routine questions were resolved without staff involvement.
440 hours of staff time saved: By reducing the number of questions that need a manual reply, HiJiffy saves the team more than 8 hours of work every week*. Over the period analysed, this adds up to around 440 hours of staff time.
Consistent guest satisfaction with automated replies: During the period reviewed, the chatbot achieved an 85% CSAT score. This confirms that guests are not only getting faster replies, but they are also satisfied with the quality of the information provided.