SESSION 1:
Flip.to :
Reach travelers around the world
CheckMate :
A platform for online and mobile check-in
The best Guest Experience
AirBnB:
Find a place to stay
Make yourself at home
Marriott:
Now available on Snapchat
1. Create a list of ideas - how can hotels use social media to improve guests' experience:
Social media are today a must have to succeed doing business. The hospitality industry has understood how to take advantage of this new trend in order to improve guests' experience.
- Hotels can develop new concepts such as "follow us and get an upgrade". If customers follow the hotel on its social media pages (such as Facebook or LinkedIn...), they can get a free breakfast with their room night or a better room category, etc.
- Hotels can launch a "customer service" through their social media webpages where they can interact with their customers. Hoteliers can answer to their questions and doubts, thank them for their stay, send them special discounts, etc.
- Hotels can use their social media webpages to generate content and keep in touch with their customers in a "distractive" way. They can launch contests where guests can share pictures or experiences of their trip to win discounts, upgrades.
2. Should a hotel use UGC in various social media in the hotel's social media:
YES - Social Media and so UGC have become a must have for credibility as well as an asset to deliver more and more customized services. For example, with UGC hotels are today able to know their guests' preferences even before they arrive to the hotel.
HOWEVER - It must be used under certain conditions to avoid some privacy issues. The content must be chosen carefully in order to obviously perfectly match the hotel brand image but always respecting guests' privacy. It is preferable to obtain their authorization before using their content as well as thank them if they accept.
3. What issues/problems result from hotel's use of guest information used in social media?
PROS
- Attract new customers
- Enhance credibility
- Free communication tool (worldwide)
- Improve reputation (thanks to customers reviews, likes, shares, hashtags...)
- Drive loyalty
- Develop more customized services
- Collect detailed information on guests profiles
CONS
- Lead to legal problems: privacy, copyrights, etc
- Circulation of false information
- Is inappropriate in some cultures / countries
- Creepy factor : feeling of intrusion
SOLUTIONS
If hoteliers want to keep being able to take advantage of social media and UGC to enhance their guest experiences, they must use them carefully:
- Get a pre-authorization to use generated data
- Use of cookies on websites with notices so users are aware
- Get authorization when customers leave the hotel
- Update information regularly to avoid misunderstanding and enhance credibility
- Highlight good customers' reviews as well as bad to reveal transparency
SESSION 2:
Here is our link for the collaborative commerce presentation:
https://www.haikudeck.com/p/szCbx1AYrT/collaborative-commerce
SESSION 3:
The "Talk to Me" is our wearable intelligent earpiece that breaks the language barriers! Here is our presentation:
http://app.emaze.com/@AOTICWOO/talk-to-me
SESSION 4:
“Beacon technology offers brands an additionway for brands to engage with customers and further personalize their experience"
Many examples of hospitality-automated services could be displayed, among which robotic bulters, digital concierge and in-room technologies. Some innovative hotels have implemented their own internal mobile app that enables mobile-savvy guests to access services at their fingertips. Within a click, hotel customers have now the possibility to order room service, call a cab, set up a wake up call, book a table in a restaurant nearby, or even interact with other guests. Hotels definitely must bemobile-centric in how they sell, serve and support guests!
According to an article we found, « Growth forecasts put beacon installs across all industries at 5 million within the next four years, for a 287 percent increase.»
What is Beacon Technology ?
Beacons are small, intricately designed sensors that can be strategically placed virtually anywhere in a building or the outside grounds. Through the tiny radio signals broadcasted by the Beacons, guests can receive a variety of PUSH notifications such as welcoming, promotional and informative messages regarding their hotel stay direct to their mobile phones as they walk through the property. For example, guests may receive a promotional offer as they walk by the spa or restaurant (an offer for a two-for-one appetizers during happy hour or for a discounted massage during a slow period in the spa), or perhaps pull up a map as they hit the hiking trails. Other applications could include virtually guided tours, contactless payments, automated check-ins, and even content personalized to the particular guest….we believe that this can brings a new dimension to a virtual concierge !
and mobile-savvy guests !
After a careful analysis and based on our understanding of iBeacon Technologies, here are the benefits for both guests and hotels. Hotels definitely have to embrace these new tools
Benefits of iBeacon Technology for Guests
Heightened personalized service
Recognition for loyalty and repeat business
Upgrades and perks for engagement including discounts on rooms, restaurants, in-room dining, spa and other amenities
Tailored offerings connected to your profile
Educational messages about hotel services, artwork and specials
Directions to various property locations
Benefits of iBeacon Technology for Hotels
- Provides onsite personalization
- Connecting guests and hotel for heightened experiences
- Added value tools to retain customers and build engagement
- Opens new revenue channel for upselling amenities
- Merchandising of add-ons during guest stay
- Capturing CRM data to better serve guests = Beacon technology can be a great tool to collect data from guests, data that can be used to enhance customer experience by personalizing the stay of the guests.
- Fast and easy installation and maintenance
An Example of innovative personalized service that a guest would truly value and differentiates an independent hotel from chain offers.
We were thinking how great it would be to enter your room without doing anything ! For example, we will be able to unlock our room door through our mobile without bothering looking for the room key that might be lost in a « girly » bag ! This « keyless room entry option » could even work upon check-in and enable us to head directly to the room without queuing in the lobby and waiting to get a physical room key at the front desk. Next step, you enter the room and the the temperature and lighting adjust upon entry ! The light switches on and off automatically when you enter and leave the room and you can switch it off in the app when you want to go to bed….and switch on again when you have to wake up….as a wake up call !!
However, we are wondering what would happen if you run out of battery or if someone had stolen your phone !! Finding the right balance between improving the guest’s experience, choice of service and privacy concerns will be the real trick in leveraging these emerging technologies.
How could the Sephora approach be used effectively by Hotels?
- Guest could be able to scan wine bottle label to have more information on the wine they are drinking in the hotel restaurant- In big resort hotels, guests might need « an hotel google map » to find their way !!
SESSION 5:
Here is our link to our M-Concierge Presentation;
Victor Bastin
Lucie Faucon
Clarisse Amiel
SESSION 6:
BE HOTEL - Be Yourself = An innovative hotel all about well-being lifestyle:
http://app.emaze.com/@ALRQRRTQ/wellbeing-presentation
http://app.emaze.com/@ALRQRRTQ/wellbeing-presentation
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