ACCOR has announced the worldwide implementation of a digital solution to offer customers a personalised welcome.
There are four steps involved. Two days before their hotel stay, guests are invited to check-in online. On the arrival day, guests receive a welcome message by SMS, confirming that their room and key are ready, and offering practical information such as transport services to the hotel and car park access codes.
When guests arrive at the hotel, their key has been prepared and is handed over immediately without the usual administrative formalities. This means staff are even more available to greet guests and cater to their requests.
Finally, on the departure day, guests can check out simply by handing in their key. The invoice is sent to them by email.
The service is deployed across all Accor brands and will be offered to all loyalty card or subscription card holders and to customers booking directly through Accor via accorhotels.com, brand websites, mobile applications, or by phone directly with the hotel, etc.
It has been tested in approximately 20 establishments in France, the UK, Italy, Belgium and the Netherlands, and it is now deployed in 60 hotels in 13 countries. Accor’s aim is to roll out this solution in 1,000 hotels, or close to 30 per cent of its network, by end-2014.
Explained, project manager, Christine Pouletty: “This innovation focusses on giving our guests a warm, personalised welcome and on saving time thanks to new technologies. The first feedback from hotels already equipped with the system is very encouraging, since more than 90 per cent of guests who used this service say they are willing to do so again.
“Queues are diminishing and hoteliers are more available for their guests. They can devote themselves completely to their passion, the job of host.”
Vivek Badrinath, deputy CEO, marketing, digital solutions, distribution and information systems, said: “Accor definitely places digital technology at the service of its guests at every stage of their hotel experience – before, during and after their stay – adapting its hotel services to the new modes of consumption which are more mobile and connected.”
