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Whistler Blackcomb goes with Guestfolio

Local company provides guests with digital tools to customize itineraries, book activities, provide feedback

Whistler Blackcomb has selected local company Guestfolio to automate and enhance guest feedback, product awareness and customize itineraries.

"Guestfolio provides the most advanced guest service technology to support today's expectation for customer service," said Stuart Rempel, senior vice-president of marketing and sales at Whistler Blackcomb.

"Recognized as a leader in the industry when it comes to customer service, Whistler Blackcomb is always looking for ways to take our service to the next level and we believe Guestfolio is an important tool in our mission to provide the best possible experience for our guests."

Guestfolio's comprehensive approach, which includes pre-stay customized itinerary creation, e-mail reminders, guest feedback and follow-up, provides the most advanced technology for first-rate customer service.

Through Guestfolio, Whistler Blackcomb is looking to learn from guests about their expectations before they arrive in Whistler. Customer service is an ongoing focus for Whistler Blackcomb and with a better understanding of guest expectations Whistler Blackcomb will be able to focus its efforts to meet and exceed these expectations.

"Whistler Blackcomb is the only ski resort in the travel industry to use this type of technology," says Guestfolio's CEO Duane Hepditch. "Their desire to be a product leader is evident in everything it does from the Peak 2 Peak Gondola to its kids programs, to the terrain parks. Guestfolio is a digital example of how Whistler Blackcomb truly cares about each guest's experience."

Guests of Whistler Blackcomb, who purchase a Whistler Blackcomb product or service through the mountain-based Call Centre, receive specific communication via Guestfolio through customized and timely e-mail notes with detailed information about their trip to Whistler Blackcomb. From exact information on where to meet for their lesson, pick up rental equipment or tickets, guests will receive valuable resort information, in advance of their arrival, to help ease the process and maximize their fun in-resort. Guestfolio collects feedback and satisfaction ratings after the visit allowing Whistler Blackcomb to continually evolve and adapt to guests' expectations.

Up to now, Guestfolio's service technology has been used by five-star hotels such as Four Seasons Resort Whistler and Sutton Place Hotels to enhance their concierge and service operations. With guests' permission, Guestfolio records individual preferences and feedback in a detailed guest history to be referenced and updated with every visit.

"Founded and based in Whistler, Guestfolio is an international company with extensive experience in the hospitality industry, working with hotels in India and Europe," said Hepditch. "Guestfolio is used to automate the business process, generate additional revenues through pre-arrival requests of spa, dining, limousine and room amenities, and increasing customer satisfaction driving return visits and that very important positive word-of-mouth endorsement."

 

Purebread opens doors

Any bakery worth its salt knows patrons are less cranky and more patient when distracted by freshly baked bread and sweet-smelling treats. That's why Purebread, a baking company that previously kept to the farmers' market circuit, decided to set up a storefront at the south end of town.

Newly established in the Alpine Lofts in Function Junction, Purebread is the lovechild of long-time Whistler residents Mark and Paula Lamming. The couple started baking with friends for Bizarre Bazaar a few years back, and the local farmers' market soon followed. With a cult following and more demand than they could keep up with, the potential for steady business became apparent. At the steady urging of customers, the Lammings decided to set up a permanent space.

"We like seeing people's faces, the customer contact," said Paula. "That's basically what keeps us going on this, it's really wonderful, we've met so many different people this way and that's the best part for us, it's the customers."

Purebread sells a range of breads, including buckwheat sour cherry, French baguette and lavender rosemary. Sweet breads, cookies, cakes and croissants are also available. Open 9 a.m to 5 p.m., Wednesday through Saturday. Located at 1-1040 Millar Creek Road, www.purebread.ca .

 

The Doc back at Umberto's

Il Caminetto Di Umberto is going back to its roots. A piano lounge was recently added to Whistler's long-time eatery, along with a patio extension, new stonework and flower beds.

"Umberto had a lounge originally for quite a few years then he changed it over to retail," said Il Caminetto Di Umberto manager Michael Graham. "He decided to bring it back. In the summer time we have doors that fold right open so it's one seamless room out onto the patio, so you can hear the piano playing as you're coming up from the main village."

The lounge, described by Graham as an extension of the restaurant, will feature table service and a bar. Pianist Doc Fingers, who played for Umberto in the early '80s, will entertain five nights per week.

 

David's Tea brewing

A tea store in a chilly mountain town really can't go wrong. That's why David's Tea, a national store that's expanding like wildfire across the country, chose Whistler as one of its cornerstone West Coast locations.

"It's a great location to have a tea shop," said Karina Cinnante, David's Tea's east coast assistant district manager, on hand to help set up the Whistler branch in the Tyndall Stone Lodge. "Our clientele is really broad, everyone from 10 year olds to 95 year olds. We're introducing tea in a little bit more fashionable way, I guess you could say, a little more trendy."

Over 140 varieties of tea will be available at the store, including two freshly brewed samples per day. The mostly loose-leaf teas come from around the world, including China, South Africa, and South America.

www.davidstea.com.

 

Cheakamus Doggie Den

There's nary a dog owner who doesn't feel a pang of guilt when leaving their pup behind for a day on the slopes.

Enter Cheakamus Doggie Den. Owned by Cari Chiga, this canine daycare in Function Junction is open seven days a week from 8 a.m. to 6 p.m. on weekends and 7 a.m. to 6 p.m. during the week. An emphasis on cleanliness and safety means dogs are given the very best care while on site, and services extend to dog walking and VIP (Very Important Pooch) pick up and drop off that can be coordinated for visitors through a number of local hotels.

"We provide a fun, safe, loving and clean environment for your dog while you enjoy Whistler," said Chiga. "You're getting the very best, so why shouldn't they?"

#2-1212 Alpha Lake Road, 604-932-0333, www.cheakamusdoggieden.ca .