Colorado Ski Resort Uses Staff Management System to Organize, Dispatch and Keep Track of Internal Work Orders
Colorado’s Copper Mountain Resort began using ALICE’s staff operations platform and guest engagement solution in November 2016. Located at the base of popular ski-destination Copper Mountain, the platform and engagement solution improves staff communication, efficiency, and provide digital conveniences to guests.
Copper Mountain Resort’s Lodging General Manager Steve Miller was looking for a guest engagement tool to enhance communication with guests, but quickly realized ALICE could also transform staff operations behind the scenes. 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. For one, 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. And 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.
Miller said he is also 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.
Miller’s appreciation of ALICE extends beyond the product’s benefits to the experience of working with the ALICE team.
“The leadership at ALICE has been very engaged with us as we’ve worked together to customize the platform to our exact needs. They’ve taken our product feedback and requests and really helped adapt the system in a way that works best for each of our teams,” Miller noted.
Photo credit: Tripp Fay, Copper Mountain Resort
Copper Mountain Resort’s Lodging General Manager Steve Miller was looking for a guest engagement tool to enhance communication with guests, but quickly realized ALICE could also transform staff operations behind the scenes. 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. For one, 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. And 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.
Miller said he is also 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.
Miller’s appreciation of ALICE extends beyond the product’s benefits to the experience of working with the ALICE team.
“The leadership at ALICE has been very engaged with us as we’ve worked together to customize the platform to our exact needs. They’ve taken our product feedback and requests and really helped adapt the system in a way that works best for each of our teams,” Miller noted.
Photo credit: Tripp Fay, Copper Mountain Resort