Hospitality Highlight: Grand Geneva Resort & Spa

Grand Geneva Resort is a four-diamond facility and has on-property amenities like a spa, golf course, hiking trails, and ski slopes. The resort primarily attracts guests from the Chicago metro and the greater Milwaukee area. The staff at Grand Geneva have truly embraced the power of text messaging and is taking their exceptional service to the next level. This has helped provide exceptional service which exceeds the expectations guests are hoping for, without the staff having to read between the lines.

April 26, 2018
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

Grand Geneva Resort is a four-diamond facility and has on-property amenities like a spa, golf course, hiking trails, and ski slopes. The resort primarily attracts guests from the Chicago metro and the greater Milwaukee area. The staff at Grand Geneva have truly embraced the power of text messaging and is taking their exceptional service to the next level. This has helped provide exceptional service which exceeds the expectations guests are hoping for, without the staff having to read between the lines.

If you’re ever looking for a get away, look no further than Grand Geneva Resort & Spa located in Lake Geneva, WI. The Grand Geneva Resort & Spa is a four-diamond facility and has on- property amenities like a spa, golf course, hiking trails, and ski slopes. To learn more about the property, we interviewed Viki Jacobs, Director of Rooms, and Nate Brunkhorst, Front Office Manager. Viki described Grand Geneva as a place for people who are looking for an “elevated experience,” and uses Kipsu to help facilitate this superior experience for guests. The resort primarily attracts guests from the Chicago metro and the greater Milwaukee area. Viki noted that at the Grand Geneva Resort & Spa, there are five different seasons: “spring, summer, winter, fall, and six weeks of Christmas.” To say the least, they always have something going on!

Due to the high occupancy rate, we started the interview by asking how Kipsu has impacted the front desk operations. Viki stated that on an operational level, Kipsu helps alleviate back up in phone lines, front desk, check-in process, PBX system, and miscommunication between guests and staff. Viki and Nate both agreed that being able to text guests directly has reduced stress on many of the difficult points mentioned above. They both love being able to anticipate and respond to guests effectively and efficiently through Kipsu.

This temperature check gives us the ability to actually reach out to anybody who is not experiencing that ten level of experience. We are able to solve problems and recover requests prior to their departure and end of stay guest satisfaction survey.Viki Jacobs, Director of Rooms

Kipsu not only boosts operational efficiencies, but also assists in guest recovery. All guests receive a text message on the morning following their first day which inquires about their stay thus far and asks guests to rate their experience on a scale from a 1-10. Viki mentioned, “This temperature check gives us the ability to actually reach out to anybody who is not experiencing that ten level of experience. We are able to solve problems and recover requests prior to their departure and end of stay guest satisfaction survey.” Viki and Nate have both seen an increase in averages from guest satisfaction surveys because they are able to take a temperature check mid-stay.

Our guests enjoy Kipsu, and I think that is the main thing.Viki Jacobs, Director of Rooms

It it truly admirable to hear how much Viki and Nate value their guests. We asked if they have ever had a unique encounter with a guest through Kipsu and Viki shared a funny story regarding a guest who messaged the PBX officer. The PBX officer asked if he could book a reservation for the guest after receiving a message through Kipsu. However, the guest responded back on how he just thought their texting abilities were very cool and if the officer could tell him a joke. The guest really loved the human interaction behind Kipsu and mentioned it specifically in the guest experience survey. Viki mused, “Our guests enjoy Kipsu, and I think that is the main thing.”

Whether it be telling jokes or sending more towels to room 205 through Kipsu, Nate loves the fact that texting creates the ability to establish a more connected relationship with their guests. Nate expressed that both the guest and the staff are able to have fun using Kipsu; thus, building better relationships. “It gives pride to the staff that they are taking care of the guests personally via texts. It shows that we care and a personal connection is created via texting as it is serving one individual person at a time,” Nate said.

It gives pride to the staff that they are taking care of the guests personally via texts. It shows that we care and a personal connection is created via texting as it is serving one individual person at a timeNate Brunkhorst, Front Office Manager

It is evident that the team at Grand Geneva Resort & Spa care deeply about serving their guests to the best of their abilities. Viki shared that comprehending what your guests want is not only important to great customer service, but understanding the guest through attentive listening and picking up what is not being said by the guest is also crucial. With Kipsu, guests are able to tell the staff exactly what they want, minimizing confusion. This has helped provide exceptional service which exceeds the expectations guests are hoping for, without the staff having to read between the lines. We are honored to work with a group of hospitality professionals who care deeply about their guests and are able to provide excellence everyday utilizing Kipsu.

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