The Sundial Boutique Hotel has announced it will enhance its concierge and marketing efforts by introducing Guestfolio , an innovative new web service that allows the hotel to communicate with guests prior to their arrival through a personalized web page and customized e-mail communications.
“We are excited to offer this unique service to our guests. It is a natural extension of our hotel’s renowned customer service program,” said Camille Keep, general manager of the Sundial Boutique Hotel. “ Guestfolio greets and informs our guests personally after they book their stay and guides them through everything they need to know about Whistler and how to get here — before they even arrive at the front door. No other web service offers that.”
After a booking is made, guests receive a personalized e-mail with a short survey to determine their personal needs and interests. Then, guests are directed to a customized web page that provides information specific to their visit. For example, the web page for those traveling with children will provide details about family-friendly restaurants, parks, playgrounds and children’s activities.
“The inbound guest is anxious for their vacation and wants to be connected to what’s happening. They want to know the weather history, what events are on during their stay, where they can dine and even some tips on what to wear and local customs,” said Duane Hepditch, president of Guestfolio . “Each party’s web page is updated regularly with timely, season-specific information and photos as their arrival date nears.”
Hepditch points out the importance of elevating service standards in the travel industry today. “Although guest surveys continually provide feedback that customer service is considered one of the paramount assets Whistler offers guests, today’s economic climate puts increased pressure on hotels and resort destinations to work harder to service guests with the hope that they will become repeat visitors.”
The Whistler Chamber of Commerce last year announced an aggressive campaign to increase the ‘Whistler Spirit’ by offering workshops and incentives to Whistler employees in order to provide resort guests with engaging and friendly service. “As a world-class destination, Whistler must ensure that a premium level of guest experience is offered in everything that we do,” said Chamber president Louise Lundy.
Guestfolio will also be offered to guests of the Carleton Lodge, sister property to the Sundial Boutique Hotel.