Crystal Springs Resort Launches Smartconcierge Ivy at Grand Cascades Lodge and Minerals Hotel
Go Moment®, a provider of real-time artificial intelligence guest communication solutions for the hospitality industry, announced that they have welcomed Crystal Springs Resort and its two hotels, Grand Cascade Lodge and Minerals Hotels, to a rapidly expanding roster of notable clients. The resort, which previously had not done any guest communications, now uses Go Moment’s smartconcierge Ivy®, who actively responds to common questions and personalizes the guests’ stay at every touchpoint through the ease of mobile text messaging. The resort can now leverage Ivy to promote the many on-site amenities and activities available across the property’s vast grounds, improving the guest experience and keeping day visitors on-property longer to enjoy the full-breadth of the resort’s offerings. Go Moment worked directly with Crystal Springs to custom-craft Ivy’s smart responses to engage guests and give them more and relevant information. This launch also marks Go Moment’s first and successful integration with hospitality technology solutions provider Northwind Maestro.
The 4,000-acre Crystal Springs Resort is a NJ vacation destination, acclaimed as the New York Metro area's most unique four-season resort. Its Grand Cascade Lodge is an AAA 4-Diamond Adirondack-style lodge that sits among three of the resort’s six world-renowned championship golf courses. The resort also offers two revitalizing day spas, nine seasonally-inspired 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 center, many outdoor activities, and venues for meeting and events. Nearby mountain slopes offer hiking, skiing, snowboarding, and tubing.
Crystal Springs’ utilization of Ivy has yielded impressive results: The Grand Cascades Lodge saw 25 percent increased guest engagement, 59 percent automation of guest communications, and 26 percent 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 organized activities. “Having Ivy now allows us to entice and satisfy our guests in a whole new way,” said Larry Slonaker, Crystal Springs Chief Information Officer. “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 behaviors, ensuring communications are natural and intuitive. The engagements are designed to not only increase revenue per guest stay but also ensures guests have up-to-date information on hotel services and activities.
“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.