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Whistler Blackcomb goes with Guestfolio

Blog by Nick Swinburne | December 21st, 2010

Local company provides guests with digital tools to customize itineraries, book activities, provide feedback

Whistler Blackcomb has selected local company Guestfolio to automate and enhance guest feedback, product awareness and customize itineraries.

"Guestfolio provides the most advanced guest service technology to support today's expectation for customer service," said Stuart Rempel, senior vice president of marketing and sales at Whistler Blackcomb.

"Recognized as a leader in the industry when it comes to customer service, Whistler Blackcomb is always looking for ways to take our service to the next level and we believe Guestfolio is an important tool in our mission to provide the best possible experience for our guests."

Guestfolio's comprehensive approach, which includes: pre-stay customized itinerary creation, e-mail reminders, guest feedback and follow-up, provides the most advanced technology for first-rate customer service.

Through Guestfolio, Whistler Blackcomb is looking to learn from guests about their expectations before they arrive in Whistler. Customer service is an ongoing focus for Whistler Blackcomb and with a better understanding of guest expectations Whistler Blackcomb will be able to focus its efforts to meet and exceed these expectations.

"Whistler Blackcomb is the only ski resort in the travel industry to use this type of technology," says Guestfolio's CEO Duane Hepditch. "Their desire to be a product leader is evident in everything it does from the Peak 2 Peak Gondola to its kids programs, to the terrain parks. Guestfolio is a digital example of how Whistler Blackcomb truly cares about each guest's experience."

Guests of Whistler Blackcomb, who purchase a Whistler Blackcomb product or service through the mountain based Call Centre receive specific communication via Guestfolio through customized and timely e-mail notes with detailed information about their trip to Whistler Blackcomb. From exact information on where to meet for their lesson, pick up rental equipment or tickets, guests will receive valuable resort information, in advance of their arrival, to help ease the process and maximize their fun in-resort. Guestfolio collects feedback and satisfaction ratings after the visit allowing Whistler Blackcomb to continually evolve and adapt to guests' expectations.

Up to now, Guestfolio's service technology has been used by five-star hotels such as Four Seasons Resort Whistler and Sutton Place Hotels to enhance their concierge and service operations. With guests' permission, Guestfolio records individual preferences and feedback in a detailed guest history to be referenced and updated with every visit.

"Founded and based in Whistler, Guestfolio is an international company with extensive experience in the hospitality industry, working with hotels in India and Europe," said Hepditch. "Guestfolio is used to automate the business process, generate additional revenues through pre-arrival requests of spa, dining, limousine and room amenities, and increasing customer satisfaction driving return visits and that very important positive word-of-mouth endorsement."