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
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.”
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.
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.
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