Mobile Guest Services: Changing Hospitality

Mobile Guest Service: Using guests’ smartphones to make traditional hotel administrative process (check-in, check-out, key distribution, etc) simpler, more streamlined and more autonomous

•Benefits:

• More interaction with brand from booking to end of stay

• Builds brand loyalty

• Creates value for guests – saves time

• Allows interactions with guests to be pleasure-based, not administration-based

• Creates opportunity for hotels to use lobby and reception space in new ways

Comparing the Apps

The Ritz Carlton Launched 2014

Features: • Check in and check out• Notification when room is ready• Service requests – shoeshine, extra toiletries,

turn-down service• View folio in real time• “Travel Posters” – photo enhancing features and

direct share to social media• Built-in QR code reader unlocks location-specific

features around hotel

Negatives:• No booking capability• No keyless entry• Photo enhancing features not useful compared

to Instagram, Snapchat, etc

The Mandarin Oriental Launched 2010

Features:

• Make reservations in real time, see rate info, change booking

• View property details – virtual room tours and amenity info

• Service requests• See current MO special offers• “Cities by MO” – destination guides, events,

attractions, restaurants, shopping, nightlife• Point-to-point mapping using iPhone GPS

Negatives:

• No keyless entry

Conclusion

• Mandarin Oriental’s guest services app offers more useful features

• Ritz Carlton is more creative, offering QR codes and photo filters

• Neither app promotes social interaction among guests or with staff – could be desirable for young travelers or business travelers