HOTEL LA FERMETERM PROJECT

APRIL 15, 2015HOSP 1010 JWU

Ariel Blouin

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Table of Contents

Facility Description.........................................................................................................................2Name of Hotel.............................................................................................................................2Mission Statement ......................................................................................................................2Number of rooms and room types...............................................................................................2Rates Types .................................................................................................................................4Ownership....................................................................................................................................5Services and Amenities...............................................................................................................5Facilities.......................................................................................................................................6Food and Beverage......................................................................................................................6Location.......................................................................................................................................7Number of employees in the rooms division department............................................................7 Property Management System used...........................................................................................8

Market Position................................................................................................................................8Target Market..............................................................................................................................8Competition.................................................................................................................................9Marketing Strategies..................................................................................................................10Social Media..............................................................................................................................11

Management Information..............................................................................................................11Duties and Responsibilities.......................................................................................................11Skills..........................................................................................................................................12Qualification..............................................................................................................................13Daily Activities..........................................................................................................................13

Reservations...................................................................................................................................13Appendix ......................................................................................................................................2050 rue de la Ferme, .......................................................................................................................45BAIE-SAINT-PAUL Québec .......................................................................................................45CANADA, G3Z 0G2.....................................................................................................................45Good Morning Marie-Michele,.....................................................................................................45Work Cited....................................................................................................................................46

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Facility DescriptionName of Hotel

The hotel that I chose is called La Ferme, which means in French “the

farm”. It is a non traditional resort with many different aspects that make it a very

interesting resort. These aspect include skiing, spas, farm to table meals, trains,

shows and events.

Mission Statement La Ferme’s mission statement is, “To sharing and encounters within a

unique environment where meaningful experiences in tourism and recreation lead

to collective and personal enhancement. We also offer comfort of a hotel that

cares about beauty, quality and the smallest of details.”

Number of rooms and room typesThe hotel is made up of a few buildings which is not like traditional re-

sorts. The first building is the main building which has 38 guest rooms. The sec-

ond building names is “Le Clos”, it has 12 guest rooms. The third building’s name

is the “Le Moulin” and it has 6 guest rooms. The fourth building is called “La

Bergerie” and it has 49 guest rooms. The last building is called “La Basse-Cour”

and it has 12 guest rooms. When adding of the guest rooms together, it makes a

total of 142 guest rooms available to sell.

There are many different types of rooms available at this resort. The first

type of room would be the “Superior Guest Room” which is a spacious and bright

room that includes either a bathtub or a balcony for those who want the option to

be more inside or outside.

The second type of rooms are the “Junior Suites”. These rooms have either

two beds or a Murphy bed to make the living area more spacious. Another thing

that these rooms can have are French doors. These doors make so the rooms

larger so they can fit accommodate four people comfortably. When the Murphy

beds are folded up, it makes for a comfy living space for the guests to enjoy. A

benefit of this room is that they are in the main building so they are close to the

downstairs attractions, like the restaurants, railway station, show venues and the

concierge.

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The third room type is the “Dormitory”. It is located above the train station

and Cafe du Marcher which is one of the cafes at the hotel. These rooms are

equipped with four single Murphy beds. With four individual sinks and a common

shower. There are also is personal lockers where guest can keep personal items.

Each bed can be rented separately, but the room can also be rented as a whole.

These rooms are great for groups, travelers and skiers.

The fourth type is the “La Ferme Guest Room.” This room is the standard

room has a modern feel with a classically furnished queen sized bed.

The fifth is the “Loft Guest Rooms.” This room has a king bed, and

living/work areas. For extra payments, a couple massage can be included. These

rooms are the most spacious and luxurious of all the pavilions. They also have

floor-to-ceiling windows and personal balconies. The bathrooms are very lavish.

They have contoured tubs and lovely glass-enclosed showers with majestic views.

They are also located within a minutes walk away from the main building. They

each are private because there are only two rooms per floor.

The sixth type is the “Family Guest Room”. These rooms are focus to-

wards family. They have a queen bed with 2 bunk beds for the kids. Depending

on where the rooms are located these rooms offer different layouts. The first lay-

out would be in the La Basse-Cour with bunk beds by the head the bed, so that the

parents can keep an eye on their young ones. The second layout would in the La

Bergerie where the bunk beds are behind a half wall, just out of sight. The bottom

bunk beds can also fit an adult quite comfortably. This room looks like a small

apartment.

The final type would be the “Studio Guest Room”. This room is a long

spacious room that has a large bed dominating the room with a work space behind

the head board. The bathroom is closed off behind barn doors and has a Roman

walk-in shower.

Each building has its own theme so guest will find different animals in

each building and rooms, which makes it fun for the young kids. The rooms are

also included with 300 thread bed linens and 100% cotton towels.

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Rates Types The rates for the rooms from La Ferme Website:

• Superior Guest room• $259

• Junior Suites• $379

• Dormitory• $85

• La Ferme Guest Room• $229

• Loft Guest Rooms• $379

• Family Guest Room• $279

• Studio Guest Room• $349

The rates for the rooms from TRIVAGO• Family Guest Room

• hotels.com $202 • expedia.com $202 • booking.com $203 • priceline.com $204

• Loft Guest Rooms• hotels.com $258• expedia.com $258

• Junior Suites• hotels.com $258 • expedia.com $258

• La Ferme Guest Room• booking.com $167• priceline.com $168

Packages• Sledding & Hôtel La Ferme Package

• From $349 $ | 2 guests• Ski & Stay Package

• From $349 | 2 guests• Bed and Breakfast Package

• From $240 | 2 guests• Bed and Bliss Package

• From $399 | 2 guests• La Ferme Foodies Package

• From $395 | 2 guests• “The Works” by La Ferme

• From $755 | 2 guests• Cocooning at La Ferme

• From $510 | 2 guests

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• Romance at La Ferme• From $265 | 2 guests

OwnershipLa Ferme is independent owned boutique hotel and their management is

Le Group Germain. Le Group Germain owns the Alt and Le Germain Hotels. It is

also one of the biggest hospitality groups in Canada. It operates in cities like Que-

bec, Montreal, Toronto, Toronto Maple Leaf Square and Alberta. It also has shops

like the Collection Germain and Collection Alt.

Services and AmenitiesThere are many services and amenities that are offered.

• Thermal spa indoor/outdoor• Concierge Desk• Spas treatments• Trains

- To the mountain and back- To the casinos- To Quebec- To Malbaie- To Saint-Joseph-de-la-Rive- To Saint-Simeon

• Bikes and electric bikes rentals• Gym• Gym Class

- Yoga- Zumba- Palates

• Valet Services• Couples Massages• Complementary Ice Tea or Hot coco and Coffee• Ice Skating rink• Gift Shop• Art Galleries• Shows and events• Event Room• Campfire• Business Center• Conference rooms and classrooms• Children Menus• Room Service• Parking Lot• Elevator in the main building• Baby friendly rooms

- Baby crib

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• dog walker and dogs beds• Sledding• Skiing

FacilitiesThe facilities offer are the following:

• Free Wi-Fi• 24-hour reception• Check in possible after 1pm• Latest Check out by 12pm• Breakfast buffet and sit down 6am to 10pm• Lunch at Le Bercail from 11am to 3pm• Dinner from 5pm to 11:30am• Thermal bath outdoor open towards kids 9am to 12pm in summer• Thermal bath outdoor open towards kids 5pm to 8pm in winter • Bar• Allergy free rooms• Air conditioning and heater in all room• Baby friendly rooms• Four Conference rooms• Sightseeing • Animals on property• Produce Gardens• Ice machines• Bicycle rental• Wake-up calls• Animal friendly rooms

Food and BeverageThere are three restaurants and a café on the property. The first restaurant

is called “Les Labours”. It is focused on the local fresh and seasonal produce of

the territory of Charlevoix. This also includes some of the produce that they grow

out of their gardens. Each meal is a gastronomic experience from the chefs.

The second restaurants is called “Le Bercail” which is a relax restaurant

with an intriguing menu. They serve pizzas, one of the best salmon tartar you’ll

ever eat and some amazing desserts like the best homemade pouding chomeur

(which is a Canadian desert). It’s also the best place for a quick lunch or to taste

local artisan’s beers. You can also see the chefs work their magic since it’s an

open kitchen.

The third restaurant is abroad the trains. It’s open mainly during the sum-

mer to late October, and they serve a wonderful meals depending how long the

rides are. The train serves breakfast, lunch and dinner. Each meal is serve with in-

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gredients from the local area of Charlevoix. The meals are à-la-carte. Passengers

look at beautiful views while they eat their wonderful meals.

The café is called “Le Café du Marché”. This is the place for a quick bite

to eat. It serves sandwiches, amazing fruit juices and the best Chocolatine aka

Pain au Chocolate ever. They also sell fresh goods and products from the region

as well.

LocationLa Ferme was located in the Charlevoix region in Quebec, Canada. This is its in-

formation:

Address: 50 rue de la Ferme, G3Z 0G2, BAIE-SAINT-PAUL Québec - CANADAPhone: 1 (877) 536 2774Email: info@hotellaferme.comWeb: http://www.lemassif.com/en/hotel

Number of employees in the rooms division departmentthere are at least 40 people working in the room division departmennt, 10

people working for the front office, 5 people work in reservation and there is 25

people working in housekeeping.

Property Management System usedThe property management system that La Ferme was HOTELO Manage-

ment System.

Market PositionTarget Market

La Ferme’s target markets are the following foodies, skiers, couples and

business people looking for a relaxing get away. The Charlevoix region is not

only known for its surrounding area and gorgeous views, but also for it amazing

foods, culture, environment and the local produce.

Attracting foodies is the best choice. La Ferme and Le Massif prides itself

on good food whether it’s on the mountain or in the hotel. To attract these foodies,

they have worked closely on with locals to organize activities to attract them to

the region and the hotel. One of the few activities that they have organized within

the hotel in the summer is their Farmer market that showcases all the local pro-

duce and products in the area. The next activities would be the brewery tour of the

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region. Foodies would available to checkout and taste the local microbreweries

new concoctions and beers through the region in cities like Baie-St-Paul and Mal-

baie. Another activities is the gourmet train. Where guests can experience a five

star meal with amazing views and special iPads that are programed to start play-

ing music and other sounds while approaching a special beacon. There are many

other trips and activities that can be done within the region that would entice the

best foodie out there.

A second target market would be the winter skiers. La Ferme is near Le

Massif which is a mountain designated for all skiers who are looking for great ski-

ing. Le Massif is unique because no matter where you are on the mountain you

will have a unique view of the St. Laurence River. So when you’re skiing down

the mountain it almost feels like you’re going to ski off into the river. The com-

pany has done is to build a gondola system from the bottom of the mountain to the

top. It also has organized a train from the hotel to the mountain, so that guests can

leave their cars at the hotel and use the train to get to the mountain.

Then they can use the gondola to get to the top of the mountain to ski. Af-

ter all their skiing, they can come back to the hotel via the winter train. When they

arrive can visit the thermal spas to relax their muscles and get massages in the

award winning spas on the property. This property is great for a boy ’s weekend or

a family getaway with the kids.

The third target market would be the couples. They have many programs

and packages orientated towards the couples who just wanted to get away from

their daily hustle and bustle. This property is ideal for couples who want a relax-

ing getaway. The property is located on a gorgeous piece of land and all the fur-

nishing are targeted towards relaxation. The hotels offers couples massages in the

guest rooms or in the spa. Couples can also come experience and relax in the ther-

mal spa and baths all day. If the wanted to do activities, they can. Since

Charlevoix is bursting with fun activities that couples can enjoy like, skiing,

mountain biking, hiking, kayaking, walking in the local paths, swimming in the

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very cold streams, tanning, eating and a lot more activities that you can find as

well. This is the best place for a fun couples retreat.

The last target market would be for the business person who is looking for

a relaxing getaway alone or with friends. The hotel is beaming with all sorts of ac-

tivities so that the busy business man can try relax and try to get his mind away

from work… or at least try. There is a spa to explore and try or restaurants to en-

joy and place to walk around and enjoy the views. Also there are many other ac-

tivities that can try.

CompetitionLa Ferme has many competitors in the Charlevoix region. The first com-

petitors are the local hotels and bed and breakfasts because they are quite cheaper

and have some of the same amenities that La Ferme has. The second competitors

are the local restaurants and there are a lot of them in the Baie-St-Paul area. The

third competitor is Station Blu which is a local spa on the same category aa Spa

Du Verger. They are all major competitors against each other. The last competitor

is the Fairmount Hotel Manoir Richelieu which has indoor and outdoor pools that

are available to children. It also has a golf course and a casino. They are La Ferme

biggest competitor.

Marketing StrategiesThe types of marketing La Ferme does to attract people is advertising and

marketing towards their target markets. The media that they use magazines, bill-

boards, tour groups, social media ads, articles, awards and kiosk in major malls in

Quebec. It also attract groups to stop at their hotel for food, sleeping and spa use.

It try to attract people by their food, philosophy and activities. The include activi-

ties movies holdings, concerts, weddings, train rides, and many more. They are

also animal friendly hotel, so guests can bring their pets with them to come and

enjoy the gorgeous region.

Another marketing strategy was La Ferme was featured in “West Jet” mag-

azine, with a small article on the property. This magazine was available for con-

sumers who need something to read during their flights. Another article was in

“Travel There Next” it had an article is about the Top 10 Canadian Ski Resort for

all skiers. La Ferme was listed as number nine in the article.

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Some of the events are is a great ways to promote the property because

they can provide the housing which brings in a lot of clients to the hotel. One of

these events is In Motion which is a yoga event that promotes a healthy mind. The

next event is the Massif Open Rosignonal is a skiing competition with many

events. One of the courses to go down the steepest and scariest slope called La

Charlevoix. The reason why this slope is so scary is that one point skiers/snow-

boarders have to slow down due to fears of flying off the mountain into the river.

Another event that they have is that they are part of the Spartan Race which is a

5k race with large obstacles to compete during the race. This race is made for the

crazy boogers that do not fear the concussions, burns, bruises and adrenaline

rushes. The last event is at the hotel and it is Le Flambeaux which is a party after

hours. At 7pm after skiers gather their skies and boards and head lamps. They

start skiing down the mountain in the light of the moon and the stars. They have

many ways to promotes these activities. They are promoted everywhere like in the

Ski Magazine and other magazines.

Social MediaThe sources of social media are the following Facebook, YouTube, Twit-

ter, Flickr and Google+. According Marie-Michele Guay the director of human

resources, the person who is in charge of all the social media is Marie-Claude

Peltier and her team of five are the ones who post the information on the social

media sites. She and her team are constantly posting pictures, videos, awards, ac-

tivities and articles. These post are focus towards the hotel and the mountain. The

information is either posted daily or once every week depending on the seasons.

The last few posts have been posted on Twitter on March 23 and March

24. The rest are retweeted posts that others have posted. Facebook posts are pic-

tures, videos and articles. Flickr features professional pictures of the property by

the company. YouTube has many mini-series and tries to upload every week. On

Trip Advisor, the hotel is list at 4 1/2 stars and 124 people have said that it was an

excellent place to stay. The guest have said that the hotel is the best place to stay

in Baie-St-Paul. The property uses social media for it menus, activities, events

and enticing pictures of each property to attract the researcher and the customer to

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their site. Examples of this are the available rooms, samples of the food that they

serve and some of the events like wedding and the music concert that they hold in

the summer. Their social media is constantly refreshed with new things so that

their recurring customers can see what new. Other people who are huge fans of

their company can go and promote it to friends.

Management InformationDuties and Responsibilities

The Person I had an interview with is a Director of Human Resources. Her name

was Marie-Michele Guay whose responsibilities are to hire new employees and oversee

customer relations both within the hotel and the mountain. Her other responsibilities

were to planning new activities, implementing, evaluating employee relations, knowing

human resources policies, programs, and practices. Her duties are maintaining the pays

plans and conducting periodic pay surveys. She also schedules and conducts job evalua-

tions. She also looks over the preparing of pay budgets and monitoring the scheduling

individual pay actions. She also has many other duties that are required of her. These are

just a few.

According to Monster, the other job they have to do is planning, monitoring, and

appraisal of employee work results. They train managers to coach and discipline em-

ployees. They also have to schedule management conferences with employees and hear

and resolve employee grievances. Another part of their job descriptions is to provide

counseling to employees and supervisors. Another of their responsibilities is to maintain

management guidelines by preparing, updating, and recommending human resource

policies and procedures.

A director has a lot of involvement with the costumer to make them happy. The

employees have to know how to treat the customer right and it is important to make the

best of their service, so they would want to come back to the resort. Her job is a huge

factor of that leads to their satisfaction.

SkillsThe skills that are needed to be Director of Human Resources is to be a problem

solver. The next is that you need to be able to see the whole picture and find solutions.

They also need great communication skills because they must to be able to express them-

selves clearly both orally and in writing. Another thing is that they need to able to pro-

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duce policies handbooks and memos for the other staff. They also need to be able to con-

duct budgets, goals and objectives for the company. Lastly, they must become skilled at

understanding and communicating through non-verbal communications and voice inflec-

tions.

They have to be able to balances the goals of the organization with the needs of

the people who work there. Sometimes, that means advocating for workers and enforcing

the organization’s rules. Another important skill is organization they need to able to keep

files and records organized and in compliance with legal requirements. Which means

they need to follow a systematic, orderly approach when working through problems, or

when investigating issues. They have to organize their time well to deal with tasks as

varied as recruiting for a key position, re-negotiating a benefit plan and working through

a discrimination charge. So trying to stay organized increases the director’s professional

efficiency, and it strengthens his ability to handle multiple problems at once.

QualificationThe qualifications required to be a human resources director vary according to the

nature and size of the company. In general, employers require a good standard of educa-

tion and a desire to work toward a related qualification. You also need a knowledge of

employment related laws such as FMLA, ADA, I-9s, Wage & Hour, and Affirmative

Action. You also need to have experience in local labor relations, experience in opening

new hotels, and advanced degree in HR or related field and human resources oversight

for multiple locations.

Daily ActivitiesHer daily activities are the following:

• Checking in with managers about their service and how to improve • To organize a weekly meeting with all departments about activities and new

models they need to follow• Call and contact with future employees• Do interviews• Organize upcoming employee workshops • Hire personnel• Implement new activities in the hotel• Evaluating employee relations • Looking over human resources policies, programs, and practices• Looks over the preparing pay budgets• Monitoring and scheduling individual pay actions

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• Once a week she meets with Human Resources Manager of the Massif/Mountain named Marie-Pierre Néron

ReservationsWebsite

A. User FriendlyThe system that they used is called Reserve It which is made by Soft Booker. The

process was very easy to maneuver and clear to use. There were no road blocks both in

French and in English.

B. Type of information When you wanted to book it gave you options of rooms and prices. It also had

packages included with the different prices of rooms that are available with the pack-

ages. With the regular options, it gave you additional options like spa for how many

night you want the ticket goes to 12pm the next day. They also had breakfast and pets

options. They also had recommendations available if you want a room away from the ice

machine or away from the family rooms or a room with a patio.

C. Interesting parts of the siteThe first interesting part was that they had a dog option and that you have to pay

$35 more. The second interesting part was that you could include for one night a spa

treatment that is good till the next day till 12pm for $20 which is $25 dollars less than if

you got it on your own. The third surprising thing was that had a comment box so you

can suggest thing and you estimation of arrival or if you want to add a room.

D. ImprovementThe first improvement would be to make it more accessible in on the website be-

cause you to go through many hoops. The second improvement would be to improve the

English on the website because there are some spots which need improvement. Lastly

they need to improve their information centers because it’s a little unclear on what they

want us to fill out. Maybe they just make the Asterix in red.

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E. Pictures of Reservation

Packages

Regular Rooms

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Checking Out InformationUsed my grandparents names for both the online reservation and call reservation

PhoneA. Top Down or Bottom Up

They sold the rooms from bottom up.B. 1st Quoted Rate

The first rate that they gave me was a La Ferme double for $200 a night. C. Special Rates

The first special rate was cocooning at La Ferme which doesn't include the room

but it includes the spa and breakfast all for $495 till $605 depending on the room. The

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second special rate was Romance at La Ferme which includes ones night in a superior

room with bubbly and a spa experience for two people.

D. Room Types• Superior Guest Room• Junior Suites• La Ferme Guest Room• Loft Guest Rooms• Family Guest Room• Studio Guest Room

E. Services and FacilitiesShe said there was many services on the property but she did mention that there

was no pool. She also said there was many places and activities that were provided by

the hotel but if you wanted to explore outside of the grounds your more than welcomed.

F. Cancelation PolicyThe cancellation policy is that you have 48 hours prior to arrival date otherwise a

1 night stay + taxes will be charged to your credit card.

G. ConfirmationSince I didn’t go through with making the reservation I ask her what was her pro-

cedure of confirmation and she told me that they would send you email with the time of

check-in. They also include a survey on how was the services.

H. Cancellation NumberIn an email they would include the cancelation number.

I. Telephone Agent SkillsThe agent was very polite although they did have a strong french accent you could still understand what she was saying.

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Appendix Advertisement

Organizational Chart

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Photos of property

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Location

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Map of property

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Entrance

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Main Hallway

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Views

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Le Bercail

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Les Labours

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Cafe du

Marcher

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Rooms • Superior Guest Room

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• Ju-nior Suites

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• La Ferme Guest Room

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• Loft Guest Rooms

• Family Guest Room

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• Studio Guest

Room

• Dormitories

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Spa Du Verger

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Train

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Activities

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History

Thank You Letter

50 rue de la Ferme, BAIE-SAINT-PAUL Québec CANADA, G3Z 0G2

Good Morning Marie-Michele,

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Thank very much for letting me interview about your hotel and your position. I have learned a lot and I

loved learning about such an amazing hotel. I hope to communicate with you in the future.

Thank very much,

Ariel BlouinCell: (401) 644-4395Email: ariel.blouin@live.ca

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