Hyatt Regency Bellevue on Seattle’s Eastside

A MONSCIERGE CASE STUDY

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MONSCIERGEAn international software company specializing in innovative hospitality solutions, Monscierge is dedicated to improving guest experiences and hotel staff efficiency around the world by facilitating an experience that will inspire customer loyalty and increase property revenue.

HYATT REGENCY BELLEVUEThe Hyatt Regency Bellevue on Seattle’s Eastside is an upscale retreat for business travelers and vacationers alike. With over 700 newly-renovated rooms and 70,000 feet of meeting space and event services, guests can embrace all that the Pacific Northwest has to offer.

MICROSOFTHospitality organizations need to undergo significant digital transformation to secure their futures in today’s technologically advancing world. In working with Monscierge, Microsoft enables hospitality organizations to create personal, seamless and differentiated guest experiences while gaining business agility.

The Participants

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Hyatt Regency Bellevue on Seattle's Eastside

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Welcome

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3Achieving Goals

Upgrading to a cloud-based, centralized Content Management System (CMS) made operations logistically easier and more cost effective. This cloud-based technology would replace legacy systems and enable the Bellevue site to become the first hotel to use SMS two-way communication between guest and staff from a system that powers multiple technologies at one source.

Moving to a single partner for our digital solutions not only increases workflow efficiency but saves thousands of dollars per year by cutting out multiple vendor fees and support. Our property is looking at approximately $20k in savings already.- John D’Angelo, Director of Rooms, Hyatt Regency Bellevue

• Alternative to current SMS solution

• Interactive digital signage

• Real-time control of content

• Technology with centralized control

• Multilingual functionality

• Two-way request management

The Hyatt Regency Bellevue on Seattle’s Eastside discovered an opportunity for streamlining technology and reducing licensing fees. By implementing Monscierge’s Connect products, Hyatt would save thousands annually and create an easy, user-friendly experience for both guests and staff.

4From the General Manager

Hyatt Regency Bellevue has been working with Monscierge for a good part of 2014 in a few different capacities, and they have done an excellent job enabling us to even

further connect with our guests from pre-arrival through their departure.

Guests are contacted before they arrive and have the opportunity to download an APP customized for our hotel or SMS text our staff directly through Monscierge. The APP even knows which language to switch to based on the language installed on their smart phone. That is a great benefit to our international travelers.

Once our guests arrive, they have the opportunity to use Monscierge on one of our two 55” Touch Screen Tables, both Touch Screen and Static vertical Reader Boards and of course the APP itself, which has a great deal of beneficial information. Conference guests can also use the APP to see where their next meeting is, at what time and info about the meeting’s content including speaker photos and program guides. Guests also have an easy link to all our social media sites as well to keep up-to-date on our property even after they are home. Working together with Monscierge and combining all of these features and touch points to one company has not only made things seamless for our guests, it has resulted

in considerable savings to our hotel.Our staff uses Monscierge as well. They all have the APP downloaded and are able to give our guests current and valuable information quickly and without having to go to a desk or pick up a book or event schedule.

As a company, Monscierge has been great to work with and truly dedicated to the success of our property. Elizabeth Robinson, our support specialist, has assisted with the implementation, training and trouble shooting. She’s taken the time to get to know the staff, has met with and trained our Meeting Planners on content editing and has held our hand through numerous successful transitions.

I am extremely pleased with how Monscierge is performing, the products and support they offer, the money they’ve saved us and the dedication they show to enhancing the entire guest experience from pre-arrival to their journey home.

Tom Wolf

General Manager, Hyatt Regency Bellevue on Seattle’s Eastside

I am extremely pleased with how Monscierge is performing, the products and support they offer, the money they’ve saved us and the dedication they show to enhancing the entire guest experience from pre-arrival to their journey home.Tom Wolf, General Manager, Hyatt Regency Bellevue on Seattle’s Eastside

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Monscierge works with each property individually to achieve optimum downloads and user activity for both guests and hotel staff. From resorts to conference centers, Monscierge helps define, implement and track adoption strategies tailored to the appropriate needs of varying hotel distinctions.

The Guest Experience Management (GEM) reports are seasonal aggregations of hospitality trends, highlights of case studies and data analytics findings from the Monscierge products used on guests’ smartphones and in hotel spaces worldwide.

While Seattle’s Hyatt Regency Bellevue expected to streamline their technology sources, the centralized Connect platform also saved

thousands of dollars yearly.

The goal is to empower local experts, the hoteliers, to be the voice of what is promoted to guests. Local merchants are referred by each property, and Monscierge curates the information to reduce dependency of third-party apps and sites, keeping the guest connected to a trusted local expert - their hospitality provider.

Industry Vision

To be able to really cater to every type of individual and individual need as far as communication, that’s the dream.

- John D’Angelo, Director of Rooms, Hyatt Regency Bellevue

TRUE LOCAL RECOMMENDATIONS

GUEST ADOPTION PROGRAM GEM REPORTS

IntellignentHospitality

How to Promote Your Hotel App

6Microsoft Partner

Hospitality is facing waves of change with emerging technologies shifting the operations of the typical hotel property. Microsoft is working within the industry to help hotels overcome the technology gaps with highly integrated solutions. Microsoft wants to give hotels a competitive edge with solutions to capture the preferences and interests of their customers and deliver unique

personal guest experiences at each point of contact. Monscierge Connect CMS is the fundamental framework powering Hyatt Regency Bellevue’s guest and staff technology. Architected with Microsoft platforms, this CMS powers a seamless experience for Hyatt’s mobile applications, digital signage, two-way communication, and the lobby’s interactive-touch PPI tables.

MONSCIERGE CONNECT CMS MONSCIERGE CONNECT LOBBY• Silverlight 5.0/Toolkit• WCF RIA and Web

Services• Built with Visual

Studio 2012• Expression Blend• Bing Silverlight

Control

• Windows Server / IIS• .NET 4.5• Entity Framework 5.0• Transient Fault

Handling• Azure SDK, Web

Roles, Service Bus

• Windows 7/8• .NET 4.5• WPF 4.5• Perceptive Pixel (PPI)• PixelSense 2.0 SDK• Built with Visual

Studio 2012• Entity Framework 5.0

• Expression Blend• Bing Route, Geocode,

and Search Services• Bing WPF Control• Transient Fault

Handling• Microsoft Surface

Hotels should take note - Monscierge solutions are easily scaled, user friendly, and continuously replacing antiquated systems. Using Microsoft platforms to architect their products, Monscierge is saving brands and properties thousands of dollars while also enhancing their guests’ experience.

- Greg Jones, Director of Hospitality & Travel, Microsoft

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7Achievements

Combining several key technology pieces into one, capable system is not only seamless for our guests, but creates considerable savings for our hotel- Greg Jones, Director of Hospitality & Travel, Microsoft

• Repurposing previous hardware investments with re-purposed, cloud-based technology.

• Replaced outdated SMS and digital signage software that had multiple licensing fees.

• Implemented the centralized Connect CMS platform, so hotel staff can manage several products as one.

• The Hyatt Regency Bellevue will be participating with Monscierge and Cornell University in an Intel-sponsored mobile research project, beginning January 2015.

GUEST FEEDBACK

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Welcome, Joe Hospitality

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In-Room Dining Revenue Postcards Sent

Monscierge Insights

Performance Comparison

+4.1%

24 -1.3%

ADD ANOTHER MODULE

Useful information, insight or other

information about the client.

Up +47%from last month

$180,345

DOWNLOADS

TOUCHES

REVENUE

REQUESTS

+3.5%

$78k

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This Week My Requests Pending

AngieValet Request: Need my car ticket #123456Created: 24 Minutes ago

ETA:15 Minutes

Room 12345

405-555-3485Needs laundry service.Last Update: 6:00 PM • 20 June 2014

ETA:1 Hour

Room 2234

JamesFresh towelsUpdate: 6:00 PM • 20 June 2014

ETA:2 Hours

Room 62345

DanSmall bucket of iceUpdate: 3:00 PM • 20 June 2014

ETA:PAST DUE

Room 53234

VIEW REQUESTS

New Updates - Friday 10 October 2014Upgrades have been made to Connect CMS. See what has changed

Communication

Devices

Property

Analytics

Advanced

DashboardAmenity

From Tiramisu pancakes to grits with Beecher's cheese to Alaskan Dungeness Crab Eggs Benedict, this is a perfect place for a sumptuous breakfast or a brunch date in Bellevue. With its casual décor and a creative menu, Eques serves a fresh a la carte breakfast and contemporary buffet seven days a week using high-quality, locally-sourced seasonal ingredients. Enjoy classic favorites or try local flavors, such as short ribs with Walla Walla red onion jam. Take a sip of your bubbly Mimosa and dig in.

Eques Breakfast Restaurant

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8Conclusion

Monscierge’s Connect CMS product is successfully managing the Hyatt Regency Bellevue’s technology needs from one centralized platform, removing the need for multiple technology vendors and saving the hotel thousands of dollars. Monscierge makes mobilizing the guest journey easy and affordable - from the guest associating with the hotel at the planning and booking steps to when they check out and share hotel-branded postcards on social media.

CHANGING HOSPITALITY

• The only Content Management System to control multiple property technology pieces, including SMS text management.

• A sign-up portal for easy scalability across properties and brand roll-outs.

• Hospitality app with features such as real-time, worldwide flight data and Digital Social Postcards delivered through Facebook, Twitter and email.

We are building an innovative culture driven around being easy to use, scale and do business with, while still maintaining affordability. If our services aren’t easy and affordable, they won’t fit into our strategy.- Marcus Robinson, CEO, Monscierge

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www.monscierge.comCorporate Office: 1 (888) 426-5730

Email: info@monscierge.com

MONSCIERGE RESEARCH AND TECHNOLOGY

THE CONNECT SUITE

• CMS• Lobby• Staff• Mobile• CMS

MICROSOFT PRODUCTS

• Azure• Bing Maps• .NET• Perceptive Pixel

(PPI)

• Silverlight• Surface• Visual Studio• WCF/WPF• Windows 7/8

SOFTWARE LANGUAGES

• Arabic• Mandarin• Cantonese• Dutch• German• English• French

• Greek• Indonesian• Italian• Japanese• Korean• Malay• Polish

• Portuguese• Portuguese

(Brazil)• Russian• Spanish• Thai• Turkish