The Hotel at a glance

• 5-star hotel
• 106 rooms and suites
• Location: Alpe d'Huez
• Website: www.hotelgrandesrousses.com

Their technological equipment:

• PMS : VEGA (Zucchetti)
• Guest relationship management : LoungeUp
• Operations management : Dmbook (LoungeUp)
• e-reputation: Customer Alliance
• PSP: Syspay
• Connected locks: Salto
• Mobile keys: LoungeUp

The Hôtel Grandes Rousses is a 5-star hotel in Alpe d'Huez with 106 rooms and suites offering breathtaking views of the massif. The hotel's rooms and communal areas are carefully decorated to combine superior quality with a cocooning atmosphere. The hotel also offers a bar, a bistronomic restaurant, l'Espérance, and a local restaurant, La Ferme d'Hubert, as well as a spa.

The project with LoungeUp

Céline Cayot, Operations Manager, selected LoungeUp a few years ago to enable her to communicate with her guests as soon as they booked. The initial project was to set up a Guest App to offer customers the hotel's services when booked on their mobile (table at the restaurant, spa treatment etc.), the concierge's good addresses in the vicinity, the resort'snews and weather, and the press on their mobile.

In this way, orders placed on the app are redirected to the relevant staff (table bookings at the restaurant, spa treatment bookings, etc.).

On this Guest App, guests can also interact via chat directly with the hotel's front desk, which can assist guests in real time.

The Guest App has also been installed on a PC in the lobby, so that guests can enjoy magazines and periodicals on a tablet in the comfortable armchairs.

Following the enthusiasm of their guests, who were delighted to be able to communicate with their concierge by message, it was only natural that Hotel Les Grandes Rousses directed their focus to the SMS module in order to provide the best possible assistance to guests during their stay.

Therefore, along with the strength of their restaurant services, the establishment has set up a breakfast campaign: guests automatically receive different breakfast options according to the stay package they have booked.

Céline explains: “For room bookings alone, guests receive a special offer for the addition of breakfast. And for bookings made with breakfast already included, the restaurant menu is sent to them.”

There is nothing more confusing for a guest than to receive a notification to order breakfast if they have already paid for it. However, it is extremely beneficial to guests for the hotel to gather their preferences so that they can provide them with a better and more efficient service.

It's a marketing communications tool with a host of guest benefits, providing businesses with indicators and statistics to measure the effectiveness of their campaigns.
- Céline Cayot, Operations Manager, Hôtel Grandes Rousses

“It’s a marketing communication tool with multiple guest benefits that also provides the company with indicators and statistics to measure their campaigns’ efficiency”. explains Céline.

The opening rate of emails sent before and after the stay stands at 82% which is more than commendable and clearly demonstrates guests’ eagerness to be guided by and maintain contact with the hotel after their stay.

This appeals to guests who praise the reception’s availability and the high-quality services, as demonstrated by this guest review published on TripAdvisor, among the many other flattering reviews left by guests:

Recent developments

The Hotel Grandes Rousses decided to implement a credit card pre-authorisation which is sent to the guest before their arrival. This process allows the residence to securely collect the guests’ deposits online. At the end of their stay, this pre-authorisation payment is released by Reception.

A real time-saver for the teams, and more secure management of deposits by avoiding physical contact and by securing customers' bank details. Just like the implementation of dematerializedcheck-in and check-out.

These new features limit contact with staff and optimise the arrival and departure procedures.

Key Figures

• The year the solution was implemented: 2017
• Before and after stay email opening rate of 82%
• 5 minutes on average per session spent by guests on the app

To find out more about the benefits and opportunities of the LoungeUp and Customer Alliance connection, visit this page: LoungeUp x Customer Alliance

And to find out more about the benefits and opportunities of connecting LoungeUp and Vega, visit this page: LoungeUp x Vega