mobile guest service
TRANSCRIPT
Mobile guest serviceBy Antoine BADRAN
Mobile guest service is an interface between the hotel and or a brand. It is a very effective and innovative communication tool and creates loyalty. It enables the guests to be served better and easier. It facilitates and simplify the experience.
Make requests (i.e. room service, housekeeping, changing schedule…)
Create a new and innovative experience
Mobile check-in/check-out
Online Mobile reservations/bookings
Access their rooms without using a card
Cashless payments
Mobile concierge
Mobile notifications
Getting information
As people now are more connected and using the smartphones (almost five billion people), it is becoming easier to communicate with them via smartphone and mobile applications, it is a link between the brand and the customers.
It allows also to engage them to the company, create an added value and a competitive advantage to compete with the rivals.
It is also a marketing tool that enables the company to show its customers the services provided and to attract them. Also, when customers share their experience on the social media such as Facebook, Twitter, instagram, it gives a very good image and reputation to the company.
Many hotels are implementing digital devices and using the latest technology in the daily operations in order to satisfy their guests and deliver a very prestigious, professional, specialized and an unsurpassed level of service. Marriott hotels, Fairmont Pacific Rim and Starwood Hotels are using the mobile guest service in order to engage the customers and to build a bridge with them.
https://youtu.be/D6yb2TprJkc
The Marriott mobile application allows customers to chat with associates and make requests even before the arrival time. Customers can choose from a list of services and amenities such as extra pillows and towels or even they can chat directly with the staffs in case they need any additional need. Marriott rewards is also on WeChat, customers may connect, ask questions, give feedbacks and also find the best nearby attraction.
Marriott also announced the launch of “VRoom Service” a first of its kind guest service that allows to order inspiring virtual reality experiences to their rooms, in collaboration with Samsung.
December 12, 2012- Fairmont Pacific Rim Hotel becomes a leader within the hospitality industry by implementing digital devices and using the latest technology in the daily operations of its iconic downtown Vancouver hotel, offering guests an unsurpassed level of service at the touch of their fingertips. Fairmont Pacific Rim Hotel is using I-Pod to complete their daily tasks, therefore the engineering and the front desk team members will be immediately updated with guests request and room status, While the lobby lounge offers wine and cocktail list via I-pads, thus every guest can order and access live wine inventory including all the information on the various wine regions at all times. Also, the kitchen team uses the I-pod 2 devices in order to access to the dishes’ photos, receive their daily tasks including chef’s instructions and in case a guests wishes to receive via e-mail any recipe for one of their favorite dishes.
Moreover, all rooms are equipped with I-pod 2 with an application “ICE Interactive
Customer Experience TM”, thus, every guest can control his/her room via the I-pod
available on the bedside table, such as curtains, electricity, TV and many other things. The
guest can also interact with all areas of the hotel and the requests can be met in few
seconds, such as restaurant reservations, ordering in-room dining, spa treatments and valet
parking…