Case Study: Fairmont Hotels & Resorts eliminates manual reconciliation with Givex gift cards

Fairmont Hotels & Resorts - Customer Case Study

Fairmont Hotels & Resorts, the largest luxury hotel company in North America with over 56 hotels and resorts around the world, replaced a paper certificate program that required a lot of manual reconciliation and administration. In 2007, Fairmont decided to move to a gift card program that could be used at every property worldwide, including its Willow Stream spas.

Givex integrated the program with Fairmont’s POS systems, eliminated manual reconciliation, and managed the rollout through its administrative website and reports. Givex also set up dynamic currency conversion and built fairmontgiftcard.com for online sales, card registration, balance checks, and transaction history. Fairmont said the change helped increase sales and reduce administrative costs, while the gift cards became more popular with customers, with high redemption rates and much lower breakage than the paper certificates.

Fairmont Hotels & Resorts

Brian Richardson

Vice President Brand Marketing Communication