The hotel La Réserve which is a luxurious five star
hotel located in Paris, took the decision to implement a new kind of technology
called Hotelcloud.
Hotelcloud is
a conciergerie free app created in 2011 which enables the guest to be informed
about diverse activities available or to make a booking and to pay for a
se
rvice. Hotel managers can use Hotelcloud as an interface between the hotel and the customers such as the hotel can promote the different offered services to their customers and even propose externals ones with the view to get some commissions. Hotelcloud is more and more implemented in the world of the hotel industry in France and even around the world with the view to satisfy the customers’ expectations with a personalize service.
The hotel La
Reserve is the first hotel to offer a complete service to its guest with this
new app.
Hotelcloud
provides in the guestrooms the digital conciergerie accessible through touch
screen tablets. It enables the guest for instance to order the breakfast, to
book a table in the restaurant, or to interact in real time with the employees.
Plus, the
customers can use it with the view to manage the various items available in
their rooms such as the air conditioning or the lighting. The guest can also
access the tool via his personal devices: smartphone, desktop or tablet.
Indeed, these
360° tools, by reaching the customer at every point of the booking process, allow
a better engagement toward the brand and enhance the customer experience. For
the hotelier it’s also a way to fidelize the client, by offering a more
personalized service, and encourage the direct booking for next stays.
It can be a
winning bet in front of giants like Expedia or Booking which cost hoteliers a
lot to be distributed, or even Airbnb whose business model relies massively on
digital. Indeed, Airbnb is at the moment working on a “local companion” which
could help travelers finding the best addresses around to eat and go out.
More and more
hoteliers choose to adopt these new technologies in order to modernize their
service. Yet when you think about it it’s true that front desk and concierge in
hotels are the very last features that didn’t change so much in the past
century. When you walk-in you usually find a high desk and someone behind to
welcome you and give you your keys, just like 50 or 70 years ago. This
contrasts with most services nowadays: you’re used to buy your flight, your
cinema ticket, or your mobile phone via digital tools and without human
interactions anymore. Still the trend for concierge digitalization is recent.
One explanation could be that people don’t want to be treated like a random
client but want to feel that the hotelier actually cares. That’s why
digitalization of concierge should not replace people at the front desk but
help getting closer to each and every client and remove the barrier between the
guest and staff.
And you, what
do you think? Is digital concierge the key for hotels to stay attractive and
competitive? Do you think clients will regret the real human being
interactions?
-
Luczak-Rougeaux, J. (2015, August 06). L'hôtel La
Réserve s'équipe de la technologie Hotelcloud. Retrieved March 31, 2018, from http://www.tom.travel/2015/08/06/lhotel-la-reserve-sequipe-de-la-technologie-hotelcloud/
-
: Les clés de la conciergerie
digitale à portée des "petits" hôteliers. (n.d.). Retrieved March 31, 2018, from
https://www.tourmag.com/Hotelcloud-les-cles-de-la-conciergerie-digitale-a-portee-des-petits-hoteliers_a67463.html
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