Copper Mountain Resort in Copper Mountain, Colo., installed Alice’s guest engagement tool to enhance communication with guests and help transform staff operations. As an expansive resort that offers lodging in more than 26 buildings across three different base area villages, and with employees spread throughout, Copper Mountain had a couple of unique challenges when it came to coordinating its staff.
Guest requests and internal work orders, which come from a wide range of stakeholders (including guests, unit owners, the front desk, a separate luxury management team, and multiple restaurants, event spaces and other mountain operations) were being communicated via a variety of channels (phone, email, radio, and in-person), making it difficult to organize work, dispatch it correctly and keep track of everything. Use of radios in particular was challenging in regards to effective communication. And while radios provided staff with mobility, maintenance technician activity in particular remained organized from a central dispatching location.
Now, with Alice’s staff-management system, condo maintenance technicians are saving time and are working more efficiently. Because they now receive new work orders as notifications on their mobile devices, they no longer have to stop what they’re doing to take notes about an incoming order. Attaching photos to orders has also simplified communication for the team, who no longer has to provide detailed explanations about location or equipment condition. So too, being able to see a list of open tickets on-the-go means maintenance technicians can accept orders most geographically proximate to them, instead of returning to the dispatch building to receive their next task.
Copper Mountain Lodging GM Steve Miller said he is excited about the conveniences Alice is providing the resort’s guests. Copper Mountain has built Alice’s guest application into the resort’s own innovative Copper Mountain Resort app, which provides resort-goers with services like lift times, trail conditions, weather reports, a resort guide and the ability to book lodging and other skier services. Building Alice - which lets guests request housekeeping, bellman and maintenance services, and communicate directly with the front desk - into their existing guest offering is helping their staff provide even more exceptional service, as evidenced on TripAdvisor.