mobile guest services: changing hospitality
TRANSCRIPT
Mobile Guest Services: Changing Hospitality
Mobile Guest Service: Using guests’ smartphones to make traditional hotel administrative process (check-in, check-out, key distribution, etc) simpler, more streamlined and more autonomous
•Benefits:
• More interaction with brand from booking to end of stay
• Builds brand loyalty
• Creates value for guests – saves time
• Allows interactions with guests to be pleasure-based, not administration-based
• Creates opportunity for hotels to use lobby and reception space in new ways
Comparing the Apps
The Ritz Carlton Launched 2014
Features: • Check in and check out• Notification when room is ready• Service requests – shoeshine, extra toiletries,
turn-down service• View folio in real time• “Travel Posters” – photo enhancing features and
direct share to social media• Built-in QR code reader unlocks location-specific
features around hotel
Negatives:• No booking capability• No keyless entry• Photo enhancing features not useful compared
to Instagram, Snapchat, etc
The Mandarin Oriental Launched 2010
Features:
• Make reservations in real time, see rate info, change booking
• View property details – virtual room tours and amenity info
• Service requests• See current MO special offers• “Cities by MO” – destination guides, events,
attractions, restaurants, shopping, nightlife• Point-to-point mapping using iPhone GPS
Negatives:
• No keyless entry
Conclusion
• Mandarin Oriental’s guest services app offers more useful features
• Ritz Carlton is more creative, offering QR codes and photo filters
• Neither app promotes social interaction among guests or with staff – could be desirable for young travelers or business travelers