Case Study
How Wymara Elevated the Guest Experience and Enhanced Staff Performance
at Wymara Resort and Villas,
Grace Bay Beach, Turks & Caicos
Summary
As a Forbes-accredited hotel and a Leading Hotel of the World, Wymara is always pushing the envelope. When guests arrive, the most important goal is to give them a pleasurable experience, regardless of who they interact with. For the team, they need a functional, proactive solution to aid in performing effectively, efficiently, and consistently. Here's how Wymara used the ALICE solution to ensure seamless experiences for guests and staff alike.
The Challenge
Delivering the Luxury Experience
Wymara needed a robust, flexible Guest Services solution to support the expectations of the luxury guest.
> Rise in costs and ADR led to a rise in guest
expectations. With accommodations that exceed $7,000/per night and continue to increase, customers expect services to be perfect.
> Needed an easy-to-use, transferrable solution for employees. Staff needed an intuitive application tailored to the demands of their role.
The Solution
All-in-one Platform: Guest Services, Service Delivery, and Guest Messaging
Brendan championed the implementation of ALICE to accommodate staff needs and customer expectations without much difference in cost. The process was easy and making updates within the platform has been painless.
> Visibility into the needs of both staff and guests
> Streamlined data to assist tracking guest requests
> User-friendly experience in display and design
> Quick onboarding by being easy to learn & make updates
> Seamless communication with every team member
The Results:
Elevated, Consistent Guest Experience
> requests are fulfilled in a timely fashion
> branded itineraries tool
Easy interface increased staff adoption
> easy to navigate on desktop & mobile
> transferable across multiple properties
> simple display and dropdown menus
> recorded Zoom sessions provide a future
resource for new & veteran staff
What's next?
Expanding the tool set with Actabl
Wymara recently implemented recently implemented ALICE Housekeeping and will be adding Transcendent soon to better:
> track employee performance,
> assist with annual reviews,
> help reward stand out performers,
> track metrics like turnaround on cleaning rooms, DND sign frequency, solving guest complaints, etc.
