Success Story: Entourage sur-le-Lac

Introducing Entourage sur-le-Lac

• 166 rooms and suites
• 4-star resort
• Member of the Ôrigine network of artisan hoteliers  
• Location: Lake Beauport (Quebec, Canada)

Their technological equipment

The implementation and coordination of the hotel's technological equipment were managed by HOTELUS Digitala consulting firm specializing in the digital transformation of the hotel industry, based in Montreal, Canada.

• PMS : OPERA Cloud
• P3 Booking Engine
• Channel Manager: OPERA Distribution
• Guest relationship management : LoungeUp
• Operations management : Dmbook Pro (LoungeUp)
• POS : Maitre'D
• Reputation Management : ReviewPro‍
• Chatbot: HiJiffy

Their results with LoungeUp 📈:

• More than 80k e-mails and 9k SMS messages, both automated and personalised, were sent 
• E-mail campaigns had an average open rate of 70%.
• Over $30k in additional sales generated in the past year

Entourage sur-le-Lac in Quebec is much more than just a hotel, it's a resort designed to meet the needs of spirited travelers and dynamic professionals. Ideally situated on the picturesque shores of Lake Beauport, this modern establishment offers a full range of activities and entertainment all year round. Whether on a solo, couple or family vacation, Entourage sur-le-Lac offers 166 rooms and suites, top-quality sports facilities, refined gastronomic options, event spaces and a setting conducive to relaxation and well-being.

Just minutes from downtown Quebec City, this establishment offers the perfect getaway where you can recharge your batteries while exploring the outdoor activities available on site. Whether you're looking for a relaxing break or an active adventure, Entourage sur-le-Lac promises an unforgettable experience, with the health of the body and well-being of the mind as top priorities.

The automation of personalized emails and SMS has simplified our communication with customers, while making our interactions more relevant. Thanks to the services promoted in our email campaigns and via our mobile app, our customers enjoy an enriched experience, with all the information they need at their fingertips. They can now contact us directly, book their activities, and even order room service.
- Andréanne Blanchette, Operational Excellence Manager

Entourage sur-le-Lac's best practices

• Automated SMS messages with the link to the Guest App sent at key moments during the stay: whether it's just after check-in to browse the services on site, during the stay to gather feedback, or after departure to wish guests a safe journey home.

• Entourage sur-le-Lac uses a virtual logbook to streamline communications between teams and centralise everything that has happened in the establishment, making it easier for teams to gather information.

• The e-mail campaign for Sunday departures, sent 5 days before arrival. This campaign offers a 50% discount on the last night of the week, with the aim of increasing Sunday evening occupancy.

The hotel's objectives in equipping itself with LoungeUp :

1. Optimise the guest experience: Implement strategies to improve guest satisfaction and loyalty by identifying their needs and meeting their expectations.
2. Streamline guest communication: Facilitate and personalise exchanges with hotel guests.
3. Improve operational efficiency: Optimise communication between teams within the establishment and equip employees with high-performance tools.‍
4. Increase sales: Highlight the establishment's services that may be of interest to each guest in order to increase upselling.

The solutions offered by LoungeUp :

1. Optimising the guest experience by collecting and centralising data

With the aim of improving the interactions and contact points that guests have with Entourage sur-le-Lac, the establishment has equipped itself with a CRM to get to know them better and accompany them before, during and after their stay.

CRM makes it possible to centralise all guest data in order to understand their needs, preferences and expectations, as well as to personalise the communications and services offered to each of them, thanks to the creation of segments, making it possible to increase guest loyalty. 

During the guest's stay, Entourage sur-le-Lac also accompanies them with a Guest App. This enables them to inform, exchange and sell services to their guests, whilst at the same time recommending nearby activities, restaurants, hotel events and so on.

LoungeUp's connection with HiJiffy makes it possible to retrieve the contact details of visitors who interact with the chatbot. Their contact details are automatically recorded in the guest database . Guest Profile by creating a new guest file if it doesn't already exist in the database, enabling the hotel to keep in touch with hotel visitors.

In our guest department, CRM integration has enabled us to personalize stays for each guest customer and target them more effectively with our newsletters. The Dmbook module has also improved our operational management: our teams respond more quickly to customer requests and can plan their tasks more efficiently. This tool has enabled us to optimize our operations and offer superior guest service.
- Andréanne Blanchette, Operational Excellence Manager

2. Smoother communication with guests 

Following the implementation of a well-defined guest journey, with personalised e-mail and SMS campaigns programmed at key moments during the stay, Entourage sur-le-Lac has seen significant time saving. By eliminating certain time-consuming procedures, thanks to online check-in, teams have more time to concentrate on guests when they are at the hotel. Among the most noteworthy campaigns: 

• The e-mail campaign targeting guests departing on Sundays: Sent out 5 days before the start of the stay, this campaign offers a 50% discount on the last night of the week, which increases occupancy during low-traffic periods. 
• The e-mail campaign sent 3 days before the start of the stay, encouraging guests to book a table at the L'îlot Repère Gourmand hotel restaurant (89% open rate).
• The e-mail campaign sent 1 day after departure: targeting all guests, this campaign solicits their opinions on their stay. It includes links to the establishment's Google page, as well as a link to thank the team by leaving them a tip.

3. Improve operational efficiency with a virtual logbook

With the implementation of virtual logbook Dmbook, the establishment has improved internal communication by centralising all guest requests and queries.

• Checklists detailing daily reception tasks (morning and evening)
• Tickets are created to manage maintenance tasks, lost and found items, complaints, etc., ensuring that teams don't forget any guest requests even during team changeovers .
• Automatic reminders have been set up to remind teams of daily actions.

4. Increased sales through upselling

Entourage sur-le-Lac saw its sales increase following the implementation of a guest support strategy. 

The establishment offers additional services that may be of interest to guests a few days before their arrival (adding a dog to the reservation, bottles of champagne or wine, an Entourage souvenir, etc.).

The establishment has also set up an ordering module in their Guest App allowing guests to request room service simply by scanning a QR code. 

Over the past year, thanks to e-mail campaigns and the use of the Guest App, the establishment has already generated over $30k in additional services.

By adopting innovative solutions and optimised management through LoungeUp, Entourage sur-le-Lac has been able to transform the guest experience and improve its operational efficiency. 

The results achieved testify to the positive impact of this transformation, with smooth communications, more personalised services and a significant increase in sales.

Entourage sur-le-Lac is a perfect example of how a well-orchestrated digital strategy can generate significant and lasting benefits for a hotel establishment.

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To find out more about the benefits and opportunities of connecting LoungeUp and Opera, visit this page: LoungeUp x Opera

To find out more about Entourage sur-le-Lac: entourageresort.com