LoungeUp Success Stories : Alpapart Apparthotel
Alpapart is a group of five hotel complexes made up of 144 apartments and located in the heart of the Alps, in the ski resorts of Tignes and La Rosière. The group’s philosophy is to offer guests the independence of an apartment combined with the services offered by a hotel.
Technology in place:
- PMS: Asterio (Septeo Hospitality)
As a long-term client of LoungeUp, Alpapart was looking to go further in digitalising its guest relationship. Pauline, the Residence Manager, explains the reasoning behind their decision to dematerialise the guest journey:
LoungeUp allows us to save an enormous amount of time on administrative and repetitive formalities (sending emails before arrival, reminders ....) and to concentrate on the guest relationship and our filling.
- Pauline S, Residence Reception Manager
Establishing the right balance of digital relations allows the reception to bypass low-value administrative procedures, freeing up more time to personalise the guest’s arrival and ensure that all goes smoothly.
A holidaymaker organising their stay will be happy to check-in online, especially if it means avoiding waiting at reception on arrival: "the email opening rate before arrival amounts to around 90%, which is extremely high!," says Pauline.
The pre-stay period is also the perfect opportunity to generate additional sales and increase guest value. Some of the Alpapart residences generate up to €13 in additional services per email sent before arrival! The form’s 70% completion rate clearly demonstrates the power of upselling and guests’ desire to enhance their stay at that time, from the comfort of their own home.
The group recently added its CRM solution (LoungeUp Guest Profile), enabling them to manage group-wide guest segmentation and fine-tune the experience for each guest. Across the entirety of their network, they can manage the guest journey from A to Z as well as monitor guest satisfaction:
We also use the solution for satisfaction questionnaires, with a return rate of around 50%. Processing/analysing responses is much easier than with our old paper forms.
- Pauline S, Residence Reception Manager
Their loyalty rate is also around 70%, which clearly demonstrates the group’s readiness to assist guests during their stay, ensuring they continue to return in years to come.
Recent developments
Alpapart recently asked LoungeUp to set up a Guest App for all its residences. This web and mobile application can be used by guests to access services and information at their residence:
- Information about the Alpapart group (the group’s residences, their history, values, ecological policies)
- The welcome booklet in mobile format (info on managing keys, access codes…)
- The residence’s services (spa treatment reservations, restaurant bookings, boutique, housekeeping, laundry room, ski lockers, parking…)
- Ski pass reservations or ski rentals
- The ski resort (slopes by level of difficulty, recommendations)
- Partners companies (skishop, escape game...)
- Weather (weekly forecast and webcams)
The aim is simple: to provide all the information guests need over the course of their stay via their mobile phone, which they have with them at all times.
In addition to facilitating access to the residence's services, the Guest App enables vacationers to chat directly with reception. And on the operational side, the messaging hub optimises the management of guest queries, enabling teams to respond to messages and booking requests as simply as possible.
Key Figures
- The year the solution was implemented: 2017
- 90% of guests open pre-stay email campaigns
- 70% of guests complete the pre-check-in form
- Total average opening rate for all campaigns: 88%.
- Average upsell between €1.50 and €6.30 per guest (and up to €13)
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