10 Examples Of Customer Experience Innovation In Hospitality - 1 views
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When a guest feels the hotel understands them, they are 13% more likely to stay there again. The majority of hotel visitors want to experience new technology
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Marriott is testing the technology at its hotels in China, which shortens check-in time from three minutes or more to less than one minute.
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InterContinental Hotels Group is creating AI smart rooms in its hotels in China. The rooms allow guests to use voice control technology and speak naturally to get personalized assistance for both business and personal travel.
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Guests at New York’s Yotel can have their bags stored with Yobot, a robotic luggage concierge. Robots aren’t entirely replacing humans, however—a lesson learned by the Henn-na Hotel in Japan, which fired half of its all-robot staff to employ more humans.
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More hotels are moving away from traditional room keys to leverage RFID technology through guest wristbands. The technology is popular at resorts like Disney World and Great Wolf Lodge.
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The Cosmopolitan in Las Vegas has Rose, an AI concierge who can help guests book spa services and restaurants and offers insider information like secret menu items at the hotel bar. Four Seasons Hotels uses Four Seasons Chat for 24/7 chat service that is powered by humans, not AI, for a more personal touch and responds to messages in 90 seconds or less.
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. Hilton Hotels has introduced mobile check in for rewards guests to seamlessly check in, choose their room and unlock the door through an app.
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ach room at the CitizenM Hotel in Amsterdam comes equipped with a MoodPad tablet, which allows guests to change the temperature, TV, window blinds, alarm and lighting in one place. Some Marriott hotels have smart shower doors where guests can jot down their ideas while in the shower and then email the image to themselves for future use.
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A number of hotels and resorts, including Radisson and Omni, offer the service and have seen improved customer satisfaction and online booking rates.
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Hilton uses location-based services at some of its resorts to alert guests to events and activities that might interest them based on where they are on the property.
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The wall of each room at Hub by Premier Inn in the U.K. includes an AR map of the local area. When guests point a smartphone at the map, they can learn about local attractions and get recommendations for the best things to do and see.