Analysis of Digital Strategies

VS

Pooja Bhatt - Aurore Bruna - Stephanie Valenzuela

How do the hotel concierges use

technology to make personal

recommendations?

RITZ CARLTON

- 200 Concierges accessibles

through the app and make

special tips

- Visibility through Foursquare

- QR code experience tours on-

property

- Resort’s activity calendar

RENAISSANCE

- R Navigators are replacing the

« concierge » on an online platform

- Local experts, authentic

discoveries

- An expert per hotel, we can

even access his profile

- Customer get to share a lot through

social networks

- Hashtag to share on Instagram

& Twitter

MUCH FOCUSED ON THE

BRAND

MUCH FOCUSED ON

SHARING

How do they relate to 3rd party

recommendation sites? What is the

strategy?

Ritz Carlton: Reward system

Renaissance: Better on 3rd party, anyone can access the website

without necessarily wanting to experiment a hotel from the brand

What is the strategy behind 'Art of the

Craft'?

It is about showing how much the Brand anticipate guests expectations, they

have no limits in terms of service.