How Zehnder’s Splash Village improved guest communication and service
90% decrease in calls to front desk
54% response rate — more than double the industry benchmark of 24.3%
Guests are able to report issues discreetly via text
Ivy has drastically changed everything we do—the communication with our guests is unbelievable. It’s one of the best things we’ve ever implemented.
Alice Fisette
Front Desk & Call Center Manager, Zehnder’s Splash Village
About Zehnder’s Splash Village
Nestled in the heart of Frankenmuth, Michigan, Zehnder’s Splash Village Resort is a premier family-friendly destination known for its exceptional hospitality and one-of-a-kind indoor water park experience.
As part of the renowned Zehnder’s brand, which has been delighting guests for generations, the resort combines classic charm with modern amenities, offering 178 guest rooms and a sprawling 50,000-square-foot water park — the only one in Michigan with a retractable roof for an all-weather aquatic adventure. From thrilling water slides and a lazy river to an onsite arcade and spacious accommodations, Zehnder’s Splash Village is designed to create unforgettable family memories.
Committed to excellence in guest service, the resort continuously innovates to provide seamless, stress-free experiences, ensuring every stay is as fun, relaxing, and convenient as possible.
Zehnder’s Splash Village’s challenge
Like many hotels, Zehnder’s Splash Village Resort faced a common but pressing challenge: an overwhelmed front desk.
With over 30 calls per day, staff were constantly juggling phone inquiries while trying to assist guests in person, leading to longer wait times and potential frustration. Overflow calls were routed to the resort’s call center, where agents were meant to focus on sales and reservations, but, instead, they were handling routine guest inquiries — taking time away from revenue-generating opportunities.
The resort needed a more efficient way to manage guest communication — one that would reduce front desk congestion, free up call center agents for sales-driven conversations, and improve response times. Additionally, the hotel lacked a direct, convenient way for guests to report issues, request services, or receive urgent updates, particularly during weather emergencies.
These operational inefficiencies underscored the need for a modern, streamlined communication solution that could enhance both guest experience and staff productivity.
How Revinate Ivy decreased front desk calls
Alice Fisette, Front Desk & Call Center Manager at Zehnder’s Splash Village Resort, discovered the guest messaging system Revinate Ivy at the 2023 Revinate Navigate Conference in California. After experiencing Ivy in action at the host hotel, she was immediately impressed by its ease of use, quick response times, and ability to streamline communication between guests and hotel staff. Seeing its potential to reduce phone congestion and improve guest service, Alice and her team decided to bring Ivy to Zehnder’s Splash Village.
Implementation was seamless, and the staff quickly embraced the platform, recognizing that handling guest inquiries via text was faster, more efficient, and significantly reduced phone calls. Ivy’s automation allows the team to send welcome messages with dining links to drive outlet sales, handle checkout requests, and respond to guest needs instantly — all while keeping the front desk clear for in-person service.
By shifting the majority of guest interactions to a simple and intuitive text messaging system, Zehnder’s Splash Village transformed its communication strategy, freeing up both the front desk and call center to focus on personalized service and revenue-generating activities.
How guests were given a convenient engagement channel
Since implementing Ivy, Zehnder’s Splash Village Resort has experienced a dramatic transformation in guest communication and operational efficiency. Front desk calls have dropped from 30+ per day to just 3 or 4, allowing staff to focus on in-person interactions without the constant distraction of ringing phones. The call center, once burdened with overflow calls, can now prioritize sales and reservations, maximizing revenue opportunities. Guest engagement has soared, with an astonishing 54% response rate — more than double the industry benchmark of 24.3%.
Additionally, Ivy has improved service recovery, allowing guests to discreetly report issues via text, leading to faster resolutions and fewer negative reviews. The automated checkout process has also eliminated long lines in the morning rush, creating a seamless departure experience for families. Whether responding to guest inquiries, sending emergency alerts during tornado warnings, or ensuring every request is handled in under 10 minutes, Ivy has become an indispensable tool in delivering exceptional service at Zehnder’s Splash Village.
