A luxurious French chalet grows bookings and guest satisfaction with an all-in-one reservation system for small hotels
Chalet Les Fermes des Petite Frasses is a rural luxury chalet set amid 9 acres of stunning meadows and forest. Guests are treated to views of Mont Blanc, as well as fields, forests, and mountains.
Julien Chbib is in charge of the day to day operations of the chalet, and finds himself doing a little bit of everything to ensure his guests get the best experience possible.
“As we are a small team, we need to always be at our best in order to encourage loyalty.”
Being a luxury chalet, Julien has never had any issues with attracting guests. However, the way that he was managing reservations was proving to be inefficient for his staff and his guests.
“We were managing reservations by hand. We created reservation forms using Illustrator and Excel. We were using the calendar on our computer for upcoming reservations, and closing rooms on distribution channels one at a time.”
The manual booking process meant that it was difficult for his staff to answer simple questions about availability.
“When guests called us, we would have to check our calendar to see if the chalet was available for a specific date, and then refer to the prices on our specific PDF files. Only then would we be able to answer the guest over the phone. It was impractical and time consuming.”
Julien knew that he needed to streamline his booking process in order to provide superior service to his guests.
“If we had not done anything about it, we would not have been consistent with what our guests wanted. We lost time in searching for the correct information, and in doing double data entry – entering the guest reservations on the booking button and keeping our forms in a folder.”
What Chalet Les Fermes des Petite Frasses needed was a reservation system to streamline and automate the entire process.
“At first, we tried to create our own reservation system, but we lost so much time in trying to set it up.”
Julien realized that it would be better to use a ready-made solution so that he could focus on other parts of the business, instead of wasting time on administrative tasks.
As he was already using SiteMinder for his booking engine and channel manager, Julien spoke to the SiteMinder team, who told him about Little Hotelier.
He had a look at the system and was impressed by what he saw. Julien decided he had found the right solution for Chalet Les Fermes des Petite Frasses.
“I chose Little Hotelier because it would help us to have a professional reservation system, allowing us to quickly service guests over the phone and waste less time internally as a team.”
With Little Hotelier, Chalet Les Fermes des Petite Frasses is able to eliminate time spent on tedious admin tasks and reinvest it into pleasing their guests.
“Little Hotelier allows us to do our jobs efficiently, so we can be more flexible with the services we provide our guests.”
This, in turn, has resulted in more bookings.
“We’ve seen an increase in bookings, because providing a better guest experience is the key to our successful business. Instead of wasting time on administrative tasks, we are able to give guests a better experience over the phone and when a booking is made.”
Julien is so happy with Little Hotelier that he would gladly recommend it to other small accommodation providers.
“I would recommend Little Hotelier, because it is a booking engine with a better reservation system for small properties. The calendar and the booking form are easy and simple to use, and it’s so much easier to manage our online inventory.”
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