Entourage sur-le-Lac automates 94% of guest enquiries and saves 440 hours of staff time with HiJiffy
October 2024 – November 2025
8.8K
conversations
94%
automation
85%
CSAT score
440
hours saved
Introduction
Entourage sur-le-Lac was looking for something very specific: save time for the team without compromising guest service. As a busy lakeside resort just outside Québec City, guest communication is constant. With its stunning lakeside location and focus on wellbeing, the hotel attracts travellers keen to make the most of their stay. This means the front desk team is always fielding questions about breakfast times, outdoor activities, and booking logistics. While this interaction is vital, the sheer volume of repetitive enquiries was becoming a significant operational challenge.
The hotel needed a way to provide fast, accurate answers without overwhelming its staff. This case study explores how Entourage sur-le-Lac automated 94% of its guest conversations using HiJiffy, saving over 440 hours of staff time in just one year.
The Client: Entourage sur-le-Lac Resort
Entourage sur-le-Lac is a contemporary, four-season resort set by the edge of Lac Beauport, just a short drive from Québec City. The property is known for its modern style, welcoming atmosphere and strong focus on guest experience, which has helped it stand out as a key destination in the region.
The resort offers 166 rooms and suites with lake views, a well-regarded restaurant, extensive wellness and fitness facilities and a wide range of outdoor activities throughout the year. With a steady mix of families, couples, corporate groups and event guests, the team manages a busy and varied operation where clear communication and efficient workflows make a real difference to both staff and visitors.
The Challenges
Entourage sur-le-Lac identified several key challenges that prompted its search for an AI-driven communication solution.
High volume of repetitive questions
The team found themselves repeatedly answering the same enquiries every day. The topics were predictable but time-consuming.
Although these questions are essential for guest preparation, the repetition made it difficult for the front desk and reservations teams to focus on more complex requests or spend more time with guests on site.
Limited time for communication during busy periods
As a four-season resort with constant activity, Entourage sur-le-Lac welcomes a wide range of guests: families, couples, corporate groups and event attendees. The volume of daily operations meant staff often had to choose between managing incoming enquiries and handling the needs of guests already at the property.
This created pressure at peak times, especially during holidays, school breaks and weekends, when enquiries increased significantly.
Difficulty keeping up with fast-response expectations
Travellers increasingly expect quick, accurate information. Even simple delays in replying could lead to repeated questions or further messages. With staff juggling multiple responsibilities, maintaining rapid response times was becoming harder.
The team needed a tool that would immediately reduce their communication workload without disrupting existing processes. They wanted something easy to implement, easy to update and capable of handling large volumes of routine enquiries without requiring ongoing manual effort.
These challenges led Entourage sur-le-Lac to look for a communication system that could automate guest questions, improve response times and free up valuable time for staff to support guests in person.
Implementation & launch
The hotel describes the implementation as straightforward, with a realistic amount of work at the start. From a technical point of view, HiJiffy was easy to deploy, and the main time investment came during the initial setup, when the team configured replies and reviewed the first wave of guest questions. Once the core content was in place, adjustments became quick to manage, and the team found that refining answers or adding new ones was simple. This made it easy to keep the AI accurate and up to date as guests’ needs changed.
The Solutions
To tackle these challenges, Entourage sur-le-Lac implemented HiJiffy’s Guest Communications Hub with a clear objective: reduce the time spent on repetitive questions while keeping guest communication friendly, fast and reliable.
Automating FAQs across key channels
HiJiffy’s conversational AI handles the majority of common questions, such as breakfast times, parking, activities on site, and check-in details. Guests receive instant replies at any time of day, including evenings and weekends, without having to wait for a team member to be available.
Connecting with guests across channels
With HiJiffy, all guest conversations, from webchat to Facebook Messenger and Instagram or OTAs, are managed in one place. Guests get consistent, reliable support no matter how they reach out, making communication more accessible for everyone.
Supporting staff without replacing human contact
HiJiffy’s role at Entourage sur-le-Lac is clear: it takes care of routine questions so staff can focus on guests who need personal help. When a conversation requires human judgment, the team can still step in and respond directly.
Smarter alerts for unanswered questions
A valuable feature for the team has been the alert system for messages that the AI cannot answer. When a guest query falls outside the existing content, the team is notified and can quickly decide how to update or extend the chatbot’s replies.
This balance keeps the experience consistent for guests while protecting staff time. Front desk and reservations teams can prioritise check-ins, special requests and groups, knowing that the simpler questions are covered in the background.
The Results
From October 2024 to November 2025, Entourage sur-le-Lac recorded strong operational gains from using HiJiffy, particularly in automation and time saved.
94% of guest enquiries handled automatically
Across 8,800 conversations, HiJiffy successfully automated 94% of interactions. In practical terms, this means that almost all routine questions were resolved without staff involvement.
Top FAQs
- Breakfast 13%
- Outdoor activities 9%
- Check-in 9%
- Check-out 7%
For a resort that receives a steady flow of enquiries about services, activities and logistics, this automation rate has a direct impact on daily workload. Staff spend far less time repeating the same information and far more time on situations where their presence really matters.
440 hours of staff time saved
By reducing the number of questions that need a manual reply, HiJiffy saves the team more than 8 hours of work every week*. Over the period analysed, this adds up to around 440 hours of staff time.
To put that into perspective, the time saved is equivalent to:
- Around 55 full working days
- Roughly 2 and a half months of one person’s work
- About 0.2 of a full-time role across a full year
For Entourage sur-le-Lac, this means extra capacity without extra headcount. Teams can redirect this time to guest-facing tasks, internal coordination or project work that would otherwise be pushed aside on busy days.
*If we consider the average handle time of guest requests (3:11 min)
Streamlined communication across channels
Entourage sur-le-Lac streamlined guest communication across top channels like webchat, Facebook Messenger, and Booking.com with the help of HiJiffy, making it easier to manage conversations. Guests enjoyed quick responses on their preferred channels, improving their experience. At the same time, the team used a single, organised console to handle everything, ensuring consistent and efficient support.
Consistent guest satisfaction with automated replies
During the period reviewed, the chatbot achieved an 85% CSAT score. This confirms that guests are not only getting faster replies, but they are also satisfied with the quality of the information provided.
For the hotel, this is an important proof point. Automation did not come at the cost of guest experience. On the contrary, guests now receive quick, clear answers across channels, while the team keeps control of tone and content through regular updates.
Testimonials
“Since implementing HiJiffy, the impact has been immediate. The AI assistant handles guest inquiries seamlessly, freeing up our team to focus on delivering exceptional on-site service. It’s fast, reliable, and our clients love the instant answers.”
Julien April – General Manager at Entourage sur-le-Lac
“Using HiJiffy has been a game-changer for our team. Its AI-powered assistant automatically responds to customer inquiries, allowing us to provide instant, 24/7 support. We’ve saved time, and our clients truly appreciate the quick and accurate answers. HiJiffy has made our customer service more efficient and responsive”
Mia Pich̩ РFront Office Manager at Entourage sur-le-Lac
“Supporting Entourage sur-le-Lac throughout this journey has been a rewarding experience. Their team understood the potential of automation from day one and actively embraced the optimisation process. Seeing them reach a 94% automation rate and save over 440 hours of workload is a strong reminder of how powerful the right balance between AI and human support can be. Their openness, collaboration and commitment to improving guest communication played a key role in this success.”
Emmanuelle – Customer Success Manager at HiJiffy
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