How Can Hotels Boost Guest Experience?
Hoteliers and hotel managers are busier today more than ever. Between managing day-to-day operations, trying to find additional revenue source ensuring that the hotel remains profitable and constantly monitoring what the other businesses are doing, the little hours we have in the day are definitely not enough to accomplish everything and not get burnt out. Especially trying to deal with our online presence such as TripAdvisor, Facebook, Twitter & OTA’s, which in the modern day world can often be something overwhelming for businesses.
Virtual Assistants Statistics
The estimated number of people using virtual assistants by 2021 is predicted to be 1.8 billion (go-golf.com)
In the past year, 67% of global consumers used chatbots for customer support (invespcro.com)
According to Gartner, by the year 2021, 50% of enterprise companies will spend more on bots and chatbot creation than they will on traditional mobile app development (Gartner.com)
Research by Harvard Business Review found that organizations are too slow to follow up on sales leads (Harvard review.com)
The best way to create an optimized experience for guests is creating a high level of convenience and ensuring everything is to their liking, and making them comfortable so they feel right at home. A voice assistant provides the perfect mix between the human touch of a physical concierge and the comodity and privacy that guests really seek from hotels. Don´t believe us? Just look at the examples below.
- Marriot hotels. The Marriott International’s Aloft Hotels brand tested a robotic butler which was called “Botlr” in late 2017 to help aid the front desk asscociates to respond faster to guest theories and demands. Last year, they introduced a whole new generation in the form of a bot known as Chatbotlr, available via text message and smartphones to users – anytime and anywhere you need. Clients can ask this bot a number of requests, for example to have more toiletries added to their room, to order them a taxi in the morning or give them a wake up call. Reports from Marriot hotels showed that 2/3 Aloft guests are interacting or making requests with ChatBotlr and that the service has a 5 second response rate only.
- The Cosmopolitan of Las Vegas. In 2017 this fancy hotel introduced the Rose Chatbot; delivering customer service to guests via text message.
“We were looking for a way to connect directly with customers, especially OTA or third-party customers who might book our hotel through companies like Expedia or Travelocity,” says Mamie Peers, Vice President, Digital Marketing, The Cosmopolitan of Las Vegas.
With this chatbot, it was essential to reflect the brands sophisticated but sassy personality and provide a connection with users that felt purely “Cosmopolitan”. Adding personality and humor to this was part of the joke, when Rose is told “I love you” she responds by saying “Back that up by some hardware and we´ll talk”.
Offering an end to end experience where Rose is present throughout your stay was also key when creating the chatbot. She is available as soon as you reach the front desk, on your key card and users can even text her directly, without the need to download an app.
- Mercure hotel. In 2017, the popular hotel chain Mercure released its first bot, an instant messaging device available on Facebook and Messenger that concrentrates solely on the needs and desires of its customers. It was designed with the aim of offering travellers a helping hand when moving across the globe and to enable them to share stories and hidden treasures in the history of countries and cities that you can ask questions like where are the best restuarants in town and how many nightclubs are there?
AccorHotels is a world-leading travel & lifestyle group and digital innovator offering unique experiences in more than 4,000 hotels, resorts and residences, as well as in over 2,500 of the finest private homes around the world.
With Mercure, AccorHotels offers hotels that are all locally inspired. The brand combines the strength of a well-known, international network and the friendly, warm experience of more local hotels. The real-time service will ask questions and collect data from each user in order to enhance its knowledge base and improve the experience for future users.
Mercure has over 730 hotels in 55 countries. They are ideally located in city centers, by the sea or in the mountains.
- Best Western hotels. In 2017, Best Western Hotel announced the global launch of it´s Best Western Mobile Engagement App which is now used by 360 Best Western Properties.
What are the advantages of the Best Western Mobile Engagement App?
- Convenient check-in & check-out – Guests can enjoy a streamlined check-in and check-out process, including convenient late check-out options.
- Custom Communication – Guests may choose to communicate with the system and staff through email or text message instead of directly.
- Loyalty – Guests will have access to convenient sign-up links and integration with Best Western Rewards® (BWR®) which is Best Western’s award-winning loyalty program.
- Efficient Upgrades – Guests may enhance their experience by purchasing upgrades as well as additional services.
- Local Information – Guests can ask for access to TripAdvisor®-driven content including up-to-date, convenient information on local restaurants, bars, and hot spots and sightseeing options.