#aliceapp aids Hoteliers - proactive use of data = save money

AliceApp staff member posted real life examples of how #hotels use available data to improve guest satisfaction and/or save money.

As a former GM, I was particularly impressed by this maintenance staff story:

On a hunch, a Maintenance Manager at a top NYC boutique hotel called ALICE’s analytics specialists and requested that they pull all of the internal tickets tagged “#fix: leaky faucet” over the past 6 months. As he had guessed, all of the requests were originating from the Southwest part of the building, focused around 10 floors. Upon further investigation, it turned out that there was corrosion in the pipes, and by taking proactive measures rather than passively waiting for a major issue, the hotel was able to save thousands of dollars and months of headache.

I will definitely be using these examples with my MBA students.

Here is the full post - How Hoteliers are Using Data to Improve their Operations. 

#loungeup on Digitizing #hotel Guest Experience

+LoungeUp shared an excellent overview of the impact of smartphones on hotel guest service expectations.

In short, travelers' expectations for digitally delivered hotel services are driven by their experiences across the spectrum of providers.

Key Quote

Today’s travellers are increasingly using their devices to plan and organise their itineraries, but they are often disappointed when a hotel’s digital experience doesn’t match up to the standard of many other major industries these days such as banking, retail, airlines and restaurants. After all, travellers are perhaps the most likely candidates of all smartphone users to want to remain connected through the means of a simple device.

Full Lounge Up blog post here.

Mobile Service Expectations infographic from  the MCD study - full study here.

As all the major brands roll out mobile apps for check in, check out, room service + other hotel services, independent hotels will need cost effective solutions to keep pace....and keep customers!!

Lounge Up hotel service app is a leader in the multilingual solution for independent hotels and groups essential compete in the digitally delivered hotel guest services race.  Video client interview here.

+CitizenM Hotels - Hotel Check In transformed via Kiosks

+citizenM hotels caters to the global mobile C generation (C=connected).  Great background video on how this Hotel Group innovates guest experiences + delivers excellent guest satisfaction.

#LoungeUp Paris mobilizes Guest Service at Hotel Mercure Opera Garnier

Lounge Up, mobile app for hotel industry empowering guest communication and service delivery, has released this video in co-operation with Hotel Mercure Opera Garnier.  Marc Pilard, Deputy Director, explains the impact of mobilizing guest communications + services at his hotel.  

Excellent to hear from hospitality professionals how they plan to dialogue + deliver services to continuously connected, smart phone enabled hotel guests.

Very forward looking on the part of Mercure. Bravo

Hotel Service on Smartphones - tech market heats up

As an analyst of changing guest service expectations,  hotel Service 3.0, I am seeing more and more provider entries into the marketplace.  This service+satisfaction tech by Neon is one of the latest.

While each provider has pro's + con's of capabilities, the most important aspect is that independent hotels + smaller, hospitality groups will be able to compete effectively with major brands in the area of digitally delivered services. 

 Creatively crafted services will permit small budget hotels to differentiate in the marketplace.

A smart article from Skift on the topic - Smartphones as the Concierges of the Future


NEON Concierge Screencast from Ryan on Vimeo.