Crystal Springs Resort launches smartconcierge Ivy

Amy Horsfield By Amy Horsfield
19 March 2019 | Updated 19 March 2019

US: Go Moment has announced that they have added Crystal Springs Resort in New Jersey and its two hotels, Grand Cascade Lodge and Minerals, to its number of clients.

The resort, which previously had not done any guest communications, now uses Go Moment's smartconcierge Ivy, who responds to common questions and personalises the guests' stay at every touchpoint through mobile text messaging. Go Moment worked directly with Crystal Springs to custom-craft Ivy's responses to engage guests. This launch also marks Go Moment's first integration with hospitality technology solutions provider Northwind Maestro.

The 4,000-acre Crystal Springs Resort is a New Jersey vacation destination. Its Grand Cascade Lodge is an AAA 4-Diamond Adirondack-style lodge that sits among three of the resort's six championship golf courses. The resort also offers two day spas, nine restaurants, and one Wine Spectator Grand Award-Winning Wine Cellar. In addition to golf, its on-premise activities include a sports club, horseback riding, an adventure centre, outdoor activities, and venues for meeting and events. Nearby mountain slopes offer hiking, skiing, snowboarding, and tubing.

Since Crystal Springs' utilization of Ivy the Grand Cascades Lodge saw 25 per cent increased guest engagement, 59 per cent automation of guest communications, and 26 per cent of 5-star-rating guests writing positive TripAdvisor reviews. The resort's boutique sister hotel, Minerals, is using Ivy to attract greater use of its day spa and organised activities. 

Larry Slonaker, Crystal Springs chief information officer, said: "Having Ivy now allows us to entice and satisfy our guests in a whole new way. Even for guests who just come to dine at our restaurant or play at one of our golf courses, Ivy will be a great way to communicate with them and expand their use of our numerous facilities. Ivy will allow us to generate incremental revenue in a seamless way."

Powered by advancing machine learning and artificial intelligence, Ivy utilizes text or voice messaging and leverages human expertise and automation to resolve guest requests instantly, freeing up hotel staff to focus on high-value interactions and enhancing the overall guest experience. By leveraging 10s of millions of interactions, Ivy uses exclusive data to understand guest behaviours.

"As an independent resort, it's important for us to be able to stand out, to offer something different and valuable to our discerning guests who we know will go back to their friends and families as well as online to talk about their stay here. Ivy gives us that power in the form of an exciting and yet simple technology," described Sloanaker.

Raj Singh, founder and CEO at Go Moment, added: "We're thrilled to be the first resort-wide guest communications tool for Crystal Springs Resort. We look forward to helping Crystal Springs achieve their objectives of increased guest communications and engagement, new guest conversions, and driving incremental revenues."

Go Moment is the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry.


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