Guest service via

mobileLéna Nussbaumer

MBA 2B

Homework Session 4

What is a Mobile Guest Service?

A Mobile Guest Service is a hotel brand application which provides to our customers many services during their stays, upon their reservation to their departure from our hotel. It can be useful for:-Room services (to check in, to check TV channels, to set “Do Not Disturb”)-Food&Beverage services (to order in-room dining)-Personal purposes (to check weather forecasts, to set wake-up alarm) -Communication and interaction with hotel brand support team.This mobile guest service assist all potential customers and encourages people to directly book accommodation via the mobile guest application.

Starwood Hotels & Resorts mobile service features

Accor Hotels mobile service features

SPG: Starwood Hotels & Resorts Launched in November 2014 One application for 11 Starwood hotel brands, 1100 hotels, 100

countries Features:

• Keyless entry with SPG keyless : customers can check-in online, get their room number & unlock their door using only the SPG app.

• Access to SPG account and program information. • Hotel information according to the guest reservation• New strategic partnership with Uber: Starwood customers

can earn Starpoints during any Uber ride• Around-the clock assistance from the SPG support team• In-language adresses for guests which are travelling abroad• Updated with latest SPG offers and promotions• Get driving directions to the hotel

SPG: Starwood Hotels & Resorts

Version 6.4.1 (december 2016) – Available in 4 languages – IOS & Android

Accor Hotels app Launched in November 2015 One application for 20 brands, 4100 hotels in 95 countries Features:

• Fast booking online with geolocalisation • Check in online 1 day before arrival• TripAdvisor comments available• Easy to contact an hotel by email or telephone• Weather and hotel information available • New “BusinessChek” feature: an Accor exclusivity powered by

LinkedIn in which users can find their professional network• Access to Le Club Accorhotels membership information• Discover the hotel’s amenities, read the favourite press publications• Bookings history and hotel preferences• 70 city guides available• “All in one” feature: Wipolo system permits to gather all details of

user flights, trains and hotels in one apps.• Possible to book a Uber directly on the app• Updated with latest offers and promotions

Accor Hotels app

Version 8.12 (december 2016) – Available in 19 languages – IOS & Android

SPG app

Intuitive and useful with keyless entry.24h/h assistance with the SPG support team

Partnership features with Uber only.

AccorHotels app

Many options for leisure and professional guests.

Partnerships features with Linkedin, Wipolo and Uber.

Thank you for your attention !

A SPG online experience