Session 3
F2F Classroom
Your mission today - understand how guest service apps have 'changed the game' in delivery of guest service.
First, explore Alice App
• Expedia Is the main investor for Alice App. Expedia main business is Distribution but they are moving towards Operations with Capital ventures investment on firms such as alice App. Expedia help alice App to grow worldwide.
• It is important because The hotel business is experiencing a change in distribution channel. A lot of Big hotels group such as Marriott or Starwood created their own Distribution platforms. New platforms ( especially for boutique hotels) are now emerging. This new website have lower charges and gives more guest control than booking for example.
• Distributions and Operations are now merging (alice app with expedia for example). More and more hotels group or Booking system have now an operation platform integrated.
Thought questions -
• 360° Guest services - give some examples of how Apps .+ push messaging can proactively deliver to guests
• If a customer ask the concierge to book a table as soon its done the concierge can fill his book by putting in the reservation and the guest will automatically received a message confirmation of his reservation
• The hôtel can send message directly on the phone of the customer regardless of his location. Clac des doigts for example is a new online concierge
• Guest service needs to be pro-active the customer should not even have to ask. An hotelier needs to be aware of any issue with a guest and should change it in a opportunity.
• More Engagement within the guest + more reviews, people like to play the journalist and also more visibility
• Personalization is immediate even before the stay which leads to more positive reviews.
• Before during and after, instant push notifications
How does Alice App differ from Checkmate.io?
Its an open solution that leverages mobiles and helps OTA hotels and guest to communicate better
CheckMate serves as an important neutral intermediary for mobile and online guest interactions
There is a messaging services feature
What is meant by post-app service economy ? How will messaging services impact ORM?
Easy Access : Everyone as a smartphone / free
Multi Channel : Available on every platform/ device
Hight Signal : Not undisturbed in the black screen
Apps are getting « old fashioned » and less powerful because the customers engagement is only concentrated into a few apps because there are now too many => messaging Platforms can be a good alternative.
Create a post in your blog - how do next gen hoteliers have to 'embrace' guest service? Role of messaging?? Role of Facebook?
Real Time Emphasis/ Wider reach
Focus on Social and Content driven
Build deeper customer relationships
Maintain Existing relationships and drive new ones
Create a short video summary - what is next in guest service expectations?
You can enjoy the video !
• Video platforms
• Flipgram
• Hangouts on AIR
• Vine
Responsive mobile website
Mobile Room Keys
Push messages to get Discount
Immediate communications
Everything trhought mobile
