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