Session 4 - Digital
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Transcript of Session 4 - Digital
Digital Business Development Hospitality
Mobile Guest Service
Kimberley Artifoni – MBA 2C
DEFINITIONSSMARTPHON
E Many functions of a
computer
Touchscreen interface
Wireless
Internet access
Downloaded applications
MOBILE GUEST SERVICE
Act of taking take of guest’s needs
Providing professional help and service through a mobile App
The guests can make requests, booking or chatting with an employee.
Targeting guest’s preferences
Simplify customer’s life
Mobile Guest Service
2 major hospitality brands
Starwood The Ritz-Carlton
Mobile Service FeaturesStarwood
Creation between 2012 and 2014:
Mobile Check-in
&Keyless
The SPG Keyless – powered by the SPG App enables
guests to bypass the front desk, avoid waiting in line and ultimately unlock their
stay with a simple tap of their smartphone.
Innovation and personalization.
“Hyper mobile guests”
SPG App
“Explore, book and redeem”Services: Browse and book
hotels, track their starpoints balance, access to member
card, information on brands etc.
Available on Apple Watch.
Having access to SPG everywhere at anytime.
Mobile Service FeaturesThe Ritz-Carlton
The Ritz-Carlton App
Check-in/out
Folio
Service requests
Travel Posters
ComparisonsStarwood The Ritz-
CarltonThe two Mobile Guest Services are very similar. Both have adapted their offer by responding to the needs thanks to technologies. The applications have been created almost at the same time in 2014.
The Ritz-Carlton is more highlighted on the services that they can offer during the stay of the guests. In an other hand, “My SPG” is more focused on the global account of the guest and the ease of booking a room in an hotel all around the world.
They tempt to win the loyalty of their guests by being implicated in their technological life.
Thank you for your attention