Nestled amongst the rolling hills of NSW’s beautiful Hunter Valley, luxury resort Château Élan is using technology to revolutionise its customer experience, delighting guests and bringing the resort into the 21st century.
Among the chief concerns of Château Élan’s general manager, Joe Spagnolo, was finding a solution that could replace the usual clutter of brochures and flyers awaiting guests with something more elegant.
A better solution
Looking to drive sales of the venue’s services and streamline workflow at the resort, Spagnolo and his team enlisted Telstra’s help to implement a unique solution that impressed guests and elevated their experience to a whole new level.
That solution was a tablet loaded with a custom Château Élan application, ready for each and every guest upon arrival in their designated room. By offering information from its brochures digitally and switching to digital newspapers, the resort substantially reduced paper waste, saving more than $40,000 per year.
Enhancing organisational flexibility
Aside from the environmental benefits, the tablets also allow for updates to menus, hours of operation, special events and other guest services information to be made centrally and delivered to every device on the property with a couple of clicks.
“We’re able to change menus without having to get it printed, approved then put into the rooms,” says Château Élan executive chef Tony Maher. “We don’t have to preplan as much as we had to with traditional menus.”
In addition to this organisational flexibility, the connected application developed for the tablets provides intelligent recommendations to upsell guests on their room service orders, which Spagnolo says has increased profits by as much as 30 per cent.
Understanding the customer
“I think one of the wonderful things that this digitally integrated solution does is allow us to create reports and collect data about our consumers and guests. This data is invaluable to us as a business and as a customer service provider,” says Spagnolo.
Understanding customers’ needs and wants was central to designing Château Élan’s connected experience as one that not only meets customer expectations, but exceeds them.
“Ultimately it’s all about the guest,” says Spagnolo. “The sky’s the limit, as far as I’m concerned, and we’ve just touched the surface of what this technology is capable of.”
Interactive solutions for hospitality management [Chateau Elan Case Study]
At Chateau Elan the first things guest see when they enter the room is their tablet. Current information, latest menus and the ability to book everything meant that this hotel was able to increase revenue while delivering customer experiences that exceeded their expectations.