Case Study: Grand Geneva Resort & Spa achieves elevated guest experience and streamlined operations with Kipsu

Grand Geneva Resort & Spa - Customer Case Study

Grand Geneva Resort & Spa, a four‑diamond resort in Lake Geneva, WI, faced high occupancy and the resulting strains on front‑desk operations—long phone lines, PBX backups, check‑in bottlenecks, and occasional miscommunication—while striving to deliver an elevated, personalized guest experience. To address this, the resort implemented Kipsu’s two‑way texting guest engagement platform to communicate directly with guests and better anticipate needs.

Kipsu enabled automated morning‑after “temperature checks” and real‑time texting so staff could resolve issues mid‑stay, recover guest experiences before departure, and reduce front‑desk and phone line backups. The result was less operational stress, stronger personal connections between staff and guests, and measurable improvement—Grand Geneva reported increased averages on guest satisfaction surveys after adopting Kipsu.

Grand Geneva Resort & Spa

Nate Brunkhorst

Front Office Manager