A Popular Colorado Ski Resort Looks to Hotel Management Technology to Please Staff and Guests
May 30, 2017 7:07am
New York, NY -- Colorado’s Copper Mountain Resort is using ALICE’s staff operations platform and guest engagement solution to improve staff communication and efficiency, and provide even more digital conveniences to guests. The resort, located at the base of popular ski-destination Copper Mountain, has been using ALICE since November of last year.
Copper Mountain Resort’s Lodging General Manager, Steve Miller, was looking for a guest engagement tool to enhance communication with guests, but quickly realized ALICE could also transform staff operations behind the scenes. As an expansive resort that offers lodging in over 26 buildings across three different base area villages, and with employees spread throughout, Copper Mountain had a couple of unique challenges when it came to coordinating its staff. For one, guest requests and internal work orders, which come from a wide-range of stakeholders (including guests, unit owners, the front desk, a separate luxury management team, and multiple restaurants, event spaces, and other mountain operations) were being communicated via a variety of channels (phone, email, radio, and in-person), making it difficult to organize work, dispatch it correctly, and keep track of everything. Use of radios in particular was challenging in regards to effective communication. And while radios provided staff with mobility, maintenance technician activity in particular remained organized from a central dispatching location.
Now, with ALICE’s staff management system, condo maintenance technicians are saving time and are working more efficiently. Because they now receive new work orders as notifications on their mobile devices, they no longer have to stop what they’re doing to take notes about an incoming order. Attaching photos to orders has also simplified communication for the team, who no longer has to provide detailed explanations about location or equipment condition. So too, being able to see a list of open tickets on-the-go means maintenance technicians can accept orders most geographically proximate to them, instead of returning to the dispatch building to receive their next task.
Copper Mountain Lodging GM Steve Miller is also excited about the conveniences ALICE is providing the resort’s guests. Copper Mountain has built ALICE’s guest application into the resort’s own innovative Copper Mountain Resort app, which provides resort-goers with services like lift times, trail conditions, weather reports, a resort guide and the ability to book lodging and other skier services. Building ALICE - which lets guests request housekeeping, bellman and maintenance services, and communicate directly with the front desk - into their existing guest offering is helping their staff provide even more exceptional service, as evidenced on TripAdvisor.
Lodging GM Miller’s appreciation of ALICE extends beyond the product’s benefits to the experience of working with the ALICE team. “The leadership at ALICE has been very engaged with us as we’ve worked together to customize the platform to our exact needs. They’ve taken our product feedback and requests and really helped adapt the system in a way that works best for each of our teams.”
ALICE has found the partnership with Copper Mountain Resort to be similarly fulfilling. Says Justin Effron, ALICE co-founder and CEO: “After only a few months, Copper Mountain has become one of our highest volume users, proving just how necessary a mobile, cross-department staff solution is to running a complex, high-standard operation like Copper Mountain Resort. We look forward to continuing this productive relationship.”
Tags: copper mountain,
request management technology
By joining all the departments of your hotel with a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service. ALICE’s main product - ALICE Suite - brings together your front office, concierge, housekeeping, and maintenance teams, and connects your guests to your hotel with our app and SMS tools. The ALICE platform is also available as specialized software and mobile applications for your staff (ALICE Staff), your concierge (ALICE Concierge) and your guests (ALICE Guest). Each module can be integrated with your PMS, POS, and third party management systems. ALICE’s partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. Third-party service providers also leverage the ALICE API. ALICE was founded in 2013 by Justin Effron, Alex Shashou, and Dmitry Koltunov, and has raised $13.5M to date.
Contact: Lola Feiger
Learn How to Upgrade Guest Satisfaction and Operational Excellence With ALICE at HITEC 2018
ALICE and Samsung Unveil First-Ever Hospitality Industry Smartwatch with Viceroy Hotel Group
How This Palm Beach Hotel Creates Personalized Guest Experiences with ALICE
ALICE Extends Their Core Operations Platform Through Innovative API Integrations
Let Your Guests Make Requests By Voice, And Give Staff A Way To Seamlessly Manage Their Requests, With The New Partnership Between ALICE And Volara
Create and Deliver Itineraries Without Leaving The Lobby With ALICE and Percipia
Four Must-Attend Speaking Engagements During HITEC 2018
Learn Why More Than 2,000 Hotel Properties Worldwide Use ALICE’s Award-Winning Technology
ALICE Celebrates 100 Global Employees (And Counting)
From Coast to Coast: The Parker New York Sister Property in Palm Springs Selects ALICE to Enhance Hotel Operations and Guest Experience
What Will Your Front Desk Staff Do With All the Extra Time They Have After Adopting Text Messaging Automation?
ALICE’s Gillian Feldman Returns to California to Scale Growth in the California Market
ALICE to Showcase Their Products and Speak About the Future of Connected Hotel Operations at Maestro User Conference
Luxury California Hotel Group Selects ALICE to Standardize Operations And Communication Across Seven Properties
ALICE Welcomes Hospitality Technology Specialist Custódio Barreiros as Company Officially Expands into Europe
ALICE to Introduce its Suite of Guest Messaging, Staff Operations, and Concierge Technology Products to the European Market At HITEC Amsterdam
Las Vegas Hotel and Casino Aces Operations Efficiency with ALICE Staff
ALICE Shares Everything They Learned About GDPR Compliance
Anna Geraty is ALICE’s New England Ambassador
San Francisco’s Hotel Zelos, Part of the Viceroy Hotel Group, Selects ALICE to Increase Operational Efficiency and Enhance the Guest Experience
Please login or register to post a comment.