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Wyndham Gramado Termas Resort & Spa is a high-end resort located in Gramado, Rio Grande do Sul, Brazil.
It is the only hotel in Gramado with thermal waters and the first international resort in the city. The apartments and suites can accommodate up to 4 people, making them ideal for families.
In addition to tourists and seasonal guests, the hotel also has another type of customer: the owners. These are individuals who acquire shares in the hotel and redeem their use at different times of the year. As a result, the resort maintains year-round circulations, requiring impeccable infrastructure delivery every month.
Data was scattered across different places
Maintenance requests were received from various channels
It was difficult to have a comprehensive view of the information, hindering decision-making processes and analysis
"Nothing, absolutely nothing, is done without opening a ticket. Did a request come through WhatsApp? We respond immediately, requesting the opening of a ticket for the service to be carried out."
Thanks to Infraspeak, no information is lost in manuals and spreadsheets. This optimises the operation and enables the strategic use of data for overall business management.
Currently, they combine data from Infraspeak's dashboards with reviews from Booking and Tripadvisor to enhance the service's excellence. Moreover, the platform has contributed to the resort maintaining its LEED Certification - Leadership in Energy and Environmental Design. The resort is a 100% autonomous building in terms of lighting, heating, and air conditioning automation.
“Today we have a more reliable, centralised and accessible process which works for everyone. Not only on the field, which is where things happen, but also in our back office, where the sales process has become much more fluid.”
“We save about 8 hours a week on administrative tasks.”
“The Housekeeping team quickly adapted to Infraspeak and they love it. They’re now reporting and fixing 70% of breakdowns using the Infraspeak Direct app.”