Introducing Hotel Restaurant & Spa Verte Vallée

The Hotel Restaurant & Spa Verte Vallée is set amidst nature and greenery in a park just outside the center of Munster in Alsace, an ideal location for a relaxing getaway. The hotel has equipped itself with LoungeUp to facilitate and improve guest relations and internal operations.

Hotel facilities:

• 104 rooms
• Spa with indoor pool and wellness centre
• 'Les Grand Arbres' restaurant
• Meeting rooms and a business corner
• A playground for children

Technology in place:

• PMS: Vega
• Housekeeping/Technical management: RoomCheckin
• E-reputation: Customer Alliance
• Catering: GuestOnline
• CRM: LoungeUp

Their results 📈

• ➤ Between €8400 and €20000 generated on average per month
• ➤ Open rate for e-mail campaigns: 80%.
• ➤ 4500 users on their application
• ➤ Upsell of €78,217 (by e-mail)‍

The project with LoungeUp

✔︎ Selling the hotel's services to guests

Guests can consult the list and book these services on their phone, tablet and computer. The hotel has even set up a glossary of all its services, so that guests can consult all the services available during their stay. With one click, guests can access the service in their language. They can also easily search for a service from the list.

The hotel can generate up to €8,000 in additional services in a single month. 

The reason for this upsell? Their low-price strategy, which encourages guests to indulge in their tempting offers. 

Services they offer guests: Romantic welcome, bouquet of flowers, electric car charging, 1/2 bottle of Crémant wine, Gewurztraminer (local white wine), 50 min body massage, 20 min back massage, mountain bike rental, etc.

✔︎ Segmenting the guest database

La Verte Vallée uses CRM to segment its client base into lists of similar clients:

• VIP customers
• Guests who have made a reservation at the restaurant
• Guests who have not made a reservation at the restaurant
• Guests by nationality, etc.

All the information gathered can be used to fine-tune guest targeting: nationality, amount spent, services ordered, tariff codes, etc.

A highly-customisable tool that perfectly compensates for the weaknesses of some PMSs.
- Sophie Haeberlé, Marketing Manager

✔︎ Promoting the catering and seminar offer

La Verte Vallée wanted to showcase its restaurant offer to its guests, and it's working extremely well. LoungeUp's integration with GuestOnline means that restaurant table reservations can be included directly in the LoungeUp application, and guests are only offered available slots.

The MICE (seminars) offer is put forward to business guests, with the reservation of meeting rooms, "Business Corner" spaces and all the hotel's ancillary services. 

✔︎ Inform guests at every stage of their stay by e-mail and SMS

Sequences of e-mails and SMS messages are programmed to effectively inform guests at every stage of their stay, providing them with the information, services and recommendations they need, when they need them.

In particular, the hotel uses targeted campaigns to prompt guests who haven't made a dinner reservation, or send a reservation reminder to guests who have. 

SMS tend to be used for short information messages during the stay (hotel address on the day of arrival, order reminder, etc.) and e-mails before and after the stay for lists of services, recommendations, etc.

Some SMS campaigns can be configured to be triggered if the guest doesn't reply or open the e-mail (reminder of pre-check-in with arrival time and bank pre-authorisation, for example).

✔︎ Present tourism recommendations

The hotel offers guests many ideas for activities to enhance their stay : hiking, mountain biking, nearby markets, ideas for day programs to visit Munster, the Little Prince theme park, cultural day programs, the wine route, local information, tourist offices, trains, pharmacies, etc.

All these recommendations are a gold mine for guests, who are eager for recommendations from their concierge, who knows the area better than anyone.

These recommendations are available on their phone (i.e. outside the hotel) and in their language. The interactive map integrated into the application allows you to locate all these recommendations by category (itineraries, restaurants, activities, museums, etc.).

✔︎ Managing your e-reputation

LoungeUp is connected in 2ways with Customer Alliance, software for monitoring online reputation. Review forms are integrated into the guest journey managed by LoungeUp. Opening rates for these campaigns vary around 75%.

The connection also enables the guest's online reviews to be recorded in his CRM file. In this way, the team is aware of the guest's level of satisfaction if they return to the hotel, and even has access to details of their previous stay.

✔︎ Building guest loyalty

Newsletters help maintain guest contact after the stay, with personalised offers that adapt to the guest's profile. The tool is connected to the CRM, enabling campaigns to be segmented and retention strategies to be taken further. 

The results

➤ € 8400 generated on average per month
➤ Open rate for e-mail campaigns: 80%.

Web/mobile guest portal

➤ 65200 page views
➤ 4500 users

E-mail campaigns

➤ 15307 e-mails sent
➤ Average open rate of 80.1%
➤ Upsell of €78,217 (per e-mail)‍

Photo credits: Hôtel Verte Vallée