2. Blouin 1
Table of Contents
Facility Description......................................................................................................................... 2
Name of Hotel............................................................................................................................. 2
Mission Statement ...................................................................................................................... 2
Number of rooms and room types .............................................................................................. 2
Rates Types ................................................................................................................................ 3
Ownership ................................................................................................................................... 4
Services and Amenities............................................................................................................... 5
Facilities...................................................................................................................................... 5
Food and Beverage...................................................................................................................... 6
Location ...................................................................................................................................... 7
Number of employees in the rooms division department ........................................................... 7
Property Management System used........................................................................................... 7
Market Position............................................................................................................................... 7
Target Market.............................................................................................................................. 7
Competition................................................................................................................................. 9
Marketing Strategies ................................................................................................................... 9
Social Media ............................................................................................................................. 10
Management Information.............................................................................................................. 11
Duties and Responsibilities....................................................................................................... 11
Skills.......................................................................................................................................... 11
Qualification.............................................................................................................................. 12
Daily Activities ......................................................................................................................... 12
Reservations.................................................................................................................................. 12
Appendix ...................................................................................................................................... 19
50 rue de la Ferme, ....................................................................................................................... 46
BAIE-SAINT-PAUL Québec ...................................................................................................... 46
CANADA, G3Z 0G2 .................................................................................................................... 46
Good Morning Marie-Michele,..................................................................................................... 46
Work Cited.................................................................................................................................... 47
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Facility Description
Name 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.
MissionStatement
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 types
The hotel is made up of a few buildings which is not like traditional resorts.
The first building is the main building which has 38 guest rooms. The second
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.
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
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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 towards
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 layout 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.
Rates Types
The rates for the rooms from La Ferme Website:
• Superior Guest room
• $259
• Junior Suites
• $379
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• 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
• Romance at La Ferme
• From $265 | 2 guests
Ownership
La 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
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one of the biggest hospitality groups in Canada. It operates in cities like Quebec,
Montreal, Toronto, Toronto Maple Leaf Square and Alberta. It also has shops like
the Collection Germain and Collection Alt.
Services and Amenities
There 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
• dog walker and dogs beds
• Sledding
• Skiing
Facilities
The facilities offer are the following:
• Free Wi-Fi
• 24-hour reception
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• 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 Beverage
There 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 summer
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
ingredients 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.
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Location
La Ferme was located in the Charlevoix region in Quebec, Canada. This is its
information:
Address: 50 rue de la Ferme, G3Z 0G2, BAIE-SAINT-PAUL Québec -
CANADA
Phone: 1 (877) 536 2774
Email: info@hotellaferme.com
Web: http://www.lemassif.com/en/hotel
Number of employees in the rooms division department
there 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 used
The property management system that La Ferme was HOTELO
Management System.
Market Position
Target 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 produce and
products in the area. The next activities would be the brewery tour of the 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 Malbaie.
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 playing music and
other sounds while approaching a special beacon. There are many other trips and
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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
skiing. 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 company
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. After
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 relaxing
getaway. The property is located on a gorgeous piece of land and all the furnishing
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 thermal 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 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
activities 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 enjoy
10. Blouin 9
and place to walk around and enjoy the views. Also there are many other activities
that can try.
Competition
La Ferme has many competitors in the Charlevoix region. The first
competitors 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 Strategies
The types of marketing La Ferme does to attract people is advertising and
marketing towards their target markets. The media that they use magazines,
billboards, 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 activities
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”
magazine, with a small article on the property. This magazine was available for
consumers 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.
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/snowboarders have to slow
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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 Media
The sources of social media are the following Facebook, YouTube, Twitter,
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,
activities 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 pictures,
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 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.
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Management Information
Duties 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 evaluations. 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
employees. 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.
Skills
The 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
themselves clearly both orally and in writing. Another thing is that they need to able to
produce policies handbooks and memos for the other staff. They also need to be able to
conduct budgets, goals and objectives for the company. Lastly, they must become skilled
at understanding and communicating through non-verbal communications and voice
inflections.
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
13. Blouin 12
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.
Qualification
The 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 education
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 Activities
Her 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
• Once a week she meets with Human Resources Manager of the
Massif/Mountain named Marie-Pierre Néron
Reservations
Website
A. User Friendly
The 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
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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 packages.
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 site
The 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. Improvement
The first improvement would be to make it more accessible in on the website
because 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.
E. Pictures of Reservation
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Used my grandparents names for both the online reservation and call reservation
Phone
A. 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
19. Blouin 18
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 Facilities
She 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 Policy
The 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. Confirmation
Since I didn’t go through with making the reservation I ask her what was her
procedure 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 Number
In an email they would include the cancelation number.
I. Telephone Agent Skills
The agent was very polite although they did have a strong french accent you could still
understand what she was saying.
47. Blouin 46
Thank You Letter
50 rue de la Ferme,
BAIE-SAINT-PAUL Québec
CANADA, G3Z 0G2
Good Morning Marie-Michele,
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 Blouin
Cell: (401) 644-4395
Email: ariel.blouin@live.ca
48. Blouin 47
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Québec, Canada." Le Café Du Marché - Hôtel La Ferme Du Massif De Charlevoix - Baie-Saint-
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Québec, Canada." Restaurant Le Bercail - Hôtel La Ferme Du Massif De Charlevoix - Baie-
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Le Massif. "Reservation." HOTEL Hôtel La Ferme. Softbooker, 2015. Web. 13 Apr. 2015.
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Le Massif. "Studio Guest Rooms." Studio Guest Rooms. Le Massif, 2015. Web. 07 Apr. 2015.
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Mingus Software. "Demo | Hotello | Mingus Software." Mingus. Hotello, 2013. Web. 07 Apr.
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49. Blouin 48
Monster. "Human Resources Manager Job Description Sample." Human Resources Manager Job
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Pfeiffer, Christina. "Top 10 Ski Resorts in Canada for Beginners." Traveltherenext.com. Travel
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