The Chateaux Deer Valley has selected ALICE to improve staff communication and enhance its guest services at its ski hotel nestled amid the majestic Park City mountains. ALICE is the hospitality industry’s leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Last year, ALICE acquired concierge software provider GoConcierge to augment its technology and customer service offering.
As part of Stein Collection, The Chateaux Deer Valley joins sister properties, Stein Eriksen Residences and The Residence at The Chateaux Deer Valley, on the ALICE platform, allowing consistent staff operations and guest engagement at all three properties.
Before ALICE, The Chateaux Deer Valley staff used walkie-talkies, excel sheets, and email to manage staff work and facilitate staff communication with one another while on property. However, not every staff member had a company email address, which meant management would often print out notices and use shift clipboards to transfer information between employees. “We were looking for a technology platform that would bring us out of this dinosaur age of using printed excel sheets,” said Ryann Wynn, Guest Services Manager at The Chateaux Deer Valley. “After extensive market research, we chose ALICE because we can keep track of all requests on one system and we were able to build a platform that met the specific needs for the property.”
Located within steps of the world-renowned Deer Valley Resort, returning guests to this skiers’ paradise feel the hotel’s value lies in its excellent service and its proximate location to the ski slopes and mountain trails. Before ALICE, coordinating the guest’s ski service and providing up-to-date trail conditions was difficult to organize and dispatch correctly, especially if they did not have the clipboard at hand. Now with ALICE, the staff can promptly implement every guest request, such as complimentary ski gear storage, private lessons, and bus shuttles. "It is a lot easier to track the special services we provide guests with ALICE, than [using] the passing clipboards,” highlighted Wynn. “Since multiple staff members can use the system at one time, one staff member is assisting a guest, while another person on the team can coordinate the different services we have to offer. It aligns our team better and provides less confusion.”
The Chateaux Deer Valley is the perfect home base for adventure and relaxation year-round. With so many seasonal activities, The Chateaux Deer Valley staff is also using ALICE to improve their guest engagement after the peak season. Wynn emphasizes, “We are now able to send out better itineraries with the help of ALICE to highlight the activities that happen all year-round, so the guests can start booking sooner.”
