Fairmont Chateau Whistler
Fairmont Chateau Whistler is a resort in a naturally spectacular alpine setting that delivers an ideal experience for guests. This award winning hotel sits at the base of Blackcomb Mountain, with ski-in ski-out access, and showcases classic elegance, exceptional dining and full resort amenities.
At the Fairmont Chateau Whistler, you’ll find 519
alpine-inspired guest rooms, a Fairmont Gold floor,
expansive conference and event space, a renowned
food and beverage program, a championship
golf resort.
Surrounded by stunning mountain vistas, scenic lakes,
and a close-knit mountain community, Fairmont
Chateau Whistler welcomes adventure-seekers,
families, and outdoor enthusiasts.
Fitness classes include twice daily yoga, Pilates,
Stretch & Mobility, Aquafit, Tai Chi, LuLuLemon Mirror
classes, and personal training. Whistler Experience
Guide activities are based on the seasons and include
(but are not limited to): skiing (downhill and cross
country), snowboarding, snowshoeing, hiking, biking, walking, star gazing, cultural tours, museum tours,
brewery/distillery experiences, paddle boarding, shuttle bus
tours, and nature tours.
Something efficient, easy to use, sleek, and professional
Josh Fraser is the resort’s Health club and Recreation
Manager. When shopping for a spa and amenity management
software, Fraser was looking for a system that suits multiple
needs. He explains, “We have a huge range of activities and
facilities that change throughout the year with the seasons.
We struggled to find software that could do everything.”
The team was seeking “something that was efficient and easy
to use for our staff, but also sleek and professional for guests.
We wanted software that doubled as a marketing tool, to
show our guests what we can offer. Specifically for us, we also
needed something that could handle our membership
platform as well as the activity bookings.”
Book4Time was the clear choice to manage Fairmont
Chateau Whistler’s activities, spa, and memberships. “I knew
that other Fairmont Hotels had used Book4Time and were
very happy with the product,” says Fraser. “Book4Time
appealed to me, as they were very flexible in their approach
and very accommodating to my needs. Even if they hadn’t
used the software for this particular use in the past, they were
happy to try and accommodate it.”
The 10-week onboarding process was very thorough,
Fraser says, and the Book4Time support team was
available for additional questions/assistance
whenever needed.
“They used a set structure to ensure everything was
covered, although they often tailored it depending on our
requirements. They gave a detailed list of employees (IT,
Spa, Management etc) that could benefit from the training
and kept us accountable for completing our work on time.”
“I’d never been through such a rigorous onboarding process
with a software platform before. They really covered
everything and learned a lot.”
Fraser adds, “The Book4Time team was very supportive, in
particular Ashish (Ratnaparkhe, Onboarding Specialist).
They continued to assist us even after our onboarding was
completed. Considering our setup was very different from
other hotels/spas, they were always happy to help us figure
out some of the more unique problems we faced.”
A software system to manage it all
Fraser says the resort employs two Whistler Experience
Guides, two in-house class instructors, two in-house
personal trainers, and 10 contracted yoga instructors. On
the average day, anywhere from 2-50 guests participate in
the activities. Fraser explains, “Our hotel clientele varies, as
does the demand for activities.”
Book4Time helps manage it all.
Fraser says, “In winter, our Mountain tour is very popular as
our guests love to ski. Book4Time allows guests to book this activity with us well in advance, which is helpful when
they’re trying to plan their whole vacation. Book4Time
allows us to control the amount of spots available, and
offer a waitlist option. The system automatically sends our
guests a confirmation email and reminder, including the
link to sign their participation waiver. This helps us save
time on the day of the activity, and gives our guests more
time to ski.
“Yoga classes are also very popular and Book4Time allows
the guests to book themselves in for their whole stay. So
they can continue their yoga or workout routine whilst they
are away from home.”
Guests can book themselves into activities using an online
booking site, which Fraser says is “used heavily.” He adds,
“They can also manage their bookings and view the activity
details at any time. Wellness is a growing area within
hospitality and it’s wonderful for guests to be able to
continue their workout and wellness routines whilst they’re
away from home. Book4Time plays a large role in showing
the guests the options they have during their stay with us.”
75% of booking through the online system
“Guests can actually see everything available to
them, where in the past, they may not have been
aware of what was on offer.”
In fact, between July 2022, when the Chateau launched
Book4Time, and December 31, 2022, out of the 5327
sign-ups for activities and classes, 4016 came through the
new online booking system, or a stunning 75% of bookings.
“The system gives our guests the freedom to choose their
activities at their leisure, and saves our staff time, instead
of placing every booking manually,” says Fraser. Plus, “the
online usage is also great for our marketing. It means
guests can actually see everything available to them, where
in the past, they may not have been aware of what was
on offer.”
When asked to name his favourite Book4Time features and
functionalities, Fraser says, “The compatibility with guest
intake, to create and store our online forms has been amazing.
We’re able to create, send and store all of our participation
waivers and Health Club membership contracts using this,
whereas, in the past we would have stacks of paper files.”
Also, “The ability to have the internal site work independently
from the guest facing site is great for us. It means we can
have internal scheduling and programming and also have the
freedom to design what is on the guest-facing site.”
Third, he says, “The reporting functions are really helpful
for anyone looking to gain insight into their spa and
hotel business.”
Always innovating
He has also been impressed with the constant updates
and new features being released by B4T. “They never
settle for what they already have, and are always looking
for new features to enhance the user experience. This is
crucial in the hospitality industry, as we too are always
working to improve customer service and guest
experience. The ideas put forward by Book4Time for
Q2/Q3 of 2023 already look very interesting and are sure
to be a great addition.”
Would Josh Fraser recommend Book4Time?
“I have nothing but good things to say about Book4Time
software. It is very user friendly, and all of our staff were
able to become competent users very quickly. As time
progressed, we have discovered and used more features,
and I’m still learning new things with the platform today.
We’re always thinking of new ideas and the majority of
them can be implemented easily. We always ask ourselves
‘Can I use B4T for this?’ and the answer is usually yes.
“I’m sure Book4Time can offer solutions to most, If
not all, issues faced by spas and hotels. The
platform is extremely robust and can be adapted to
suit everyone.”