Case study

See how Crowne Plaza Adelaide is automating guest communication with Whistle

From opening to operations

IHG’s upscale Crowne Plaza brand offi­cial­ly opened its doors in Ade­laide’s tow­er­ing Frome Cen­tral Tow­er One build­ing last year. As a new 300+ bed­room hotel, man­age­ment want­ed clear­er com­mu­ni­ca­tion to con­tact guests and chose Whis­tle because it was a clear leader in the cat­e­go­ry. The prop­er­ty has been impressed with the plat­for­m’s ease-of-use and the pos­i­tive respons­es from guests

Finding better guest engagement and improved

With Whis­tle, Crowne Plaza Ade­laide has found bet­ter guest engage­ment and improved pro­duc­tiv­i­ty. Whis­tle uses mul­ti­ple platforms—such as What­sApp and Face­book Messenger—for mes­sag­ing which is great as guests can use their pre­ferred mode of messaging.

 

 

The staff has also found that the amount of time spent on phone calls has been huge­ly reduced by using mes­sag­ing thus improv­ing productivity.

 

 

Ade­laide’s Front Office Man­ag­er states, “it makes the process of con­tact­ing many guests at once easy. Guests love the ease of mes­sag­ing us back. Lots of pos­i­tive feed­back about how easy it is to get in touch with us because of this prod­uct, and how well we communicate.”

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mes­sages sent with 247 mes­sages sent per day
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guest reached in one month with 79% enagagement
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NPS increase from 68%

Quick integration with Opera

Inte­gra­tion with Oper­a’s sys­tem was very quick and now the hotel has a sin­gle plat­form to man­age guests, staff, inven­to­ry, pric­ing, and data in real-time.

Guests and staff love the ease! 

Front Office Manager

Amazing response times 

A huge ben­e­fit for this new hotel has also been the “Guest Esca­la­tion” fea­ture that has helped staff ensure time­ly response thus increas­ing guest sat­is­fac­tion.

An easy to use and VERY impor­tant tool. 

Front Office Manager

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