SMARTPHONE & GUEST SERVICES

What is the Guest service ?Trditional definition

Guest service is the fact of providing the customers before, during and after the use of your service. The perception of success of such interactions is dependent on the human factor (Employees),who can adapt themselves to the personality of the guest. 

Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

What is smartphone customer service ?

The Winds of Modernisation: The huge thechnological advencement has inspired the

professionnels in different fields to adopt smartphone Apps Customer service, in order to be updated, especially that most of the customers own smartphones and other modern digital gadgets.

These applications are programs that allow the custmers to reach the services they want easily and continually based on the idea of mobility and make these services as tangible as possible, from the first contact till the purchase and for the follow up and feedback.

SMARTPHONES & GUEST SERVICE

Four Seasons global mobile App

Available to all guests everywhere

• Hotels Brands Applications are personalized service in the luxury hospitality industry, in 2015, Four Seasons launches its new global Application able to offer guests an opportunity to customize their stay by a new, multi-functional, content-rich global app. With just a few taps, travelers can access a wide array of services and personal options wherever and whenever they wish.

With this innovative new App, Four Seasons aims to enhance the guest experience, setting the standard in luxury digital service delivery,” says Allen Smith, President and CEO, Four Seasons Hotels and Resorts. “Developed based on guest insights and extensive testing, the Four Seasons App use is friendly and feature-rich, with the services guests have told us they most desire, such as checking in and out with ease.”

Four Seasons guests arrive with the latest technology already in hand, and the Four Seasons App integrates the services and local expertise every hotel offers in a format they can customize and make their own.

Functions and features of the new Four Seasons App include:

• Ability to make and manage reservations in multiple locations at once

• Efficient, wait-free check-in and check-out, including the opportunity to book luggage pickup and airport transfers

• Options to customize one’s stay with special requests such as extra pillows, forgot-to-pack toiletries or baby gear; and turndown services when guests want them.

• Ready-when-you-are room service orders, plus easy-to-book restaurant and spa reservations, tee times and more.

• Local recommendations for exploring individual destinations, thoughtfully curated into “moods” including dining, shopping, cultural pursuits and more – plus hundreds of very personal recommendations from expert Four Seasons hotel concierges.

• Built-in geo location service offers helpful, in-language maps with time/distance indicators to help to plan out dining, attractions and shopping activities; a save-and-share feature helps with itinerary planning

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The App & services Launched late 2014,The Hilton HHonors app is a tool

not only for booking but also throughout your stay; from checking in and requesting extras to your room to contacting the hotel staff and even unlocking your door. · Book directly with Hilton and access special offers· Use your Hilton HHonors Points toward free nights· Receive the lowest price – with no hidden booking fees· Plan your upcoming trip with maps, directions, weather and more· Check in from anywhere and choose your exact room· Order extras like food, drinks, extra pillows and more to be in your room when you arrive· Use Digital Key and unlock your room straight from your phone at over 550 hotels· Provide stay feedback and access hotel receipts at any of our 4,660 hotels and resorts

App Innovation & updates The all-new, completely redesigned Hilton HHonors app lets you search

and book over 4,660 hotels across all of our world-class brands: Hilton Hotels & Resorts, Waldorf Astoria™ Hotels & Resorts, Conrad Hotels & Resorts, Canopy by Hilton, Curio – A Collection by Hilton, Double Tree by Hilto, Embassy Suites by Hilto, Hilton Garden In, Hampton by Hilto, Tru by Hilto, Home2 Suites by Hilto and Hilton Grand Vacation.

• Digital Key information has been reorganized, so it is easier find in the Hotel Guide• Digital Key guests can speed through the next digital check-in by favoriting a room during a current stay• Get quick access to your Digital Key, directions to the hotel, and more using 3D touch on the app icon• We ironed out a few wrinkles along the way, such as an Apple Wallet issue

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The Comparison

Both Apps Four Seasons & Hilton Honnors were launched between 2014/2015 they were designed to assure guests comfort and satisfaction.

They offer all the basic demands a guest may request such as bookings/choosing a room/ordering extra amenities or Room service/book cinema, theatre tickets or a tee time etc..

Both brands adapt their applications to the destinations, since they have hotels all around the globe they shape the Apps to be as a full guide for the region.

It seems nonetheless that Four seasons is taking a new step towards the adaptation of the App to the Chinese market by launching late 2015 a Chinese version and as well Arabic version.

The Hilton Honnors App is focusing on the technological aspect to emphasize their advancement such as the digital key option and 3D on the App etc..

Final conclusion

It looks l'Ike the quick of thechnological advancement and the huge concurrence between the leading hospitality brands will get more and more serious within the nesxt years.

Every brand will study the customers insight to evolve its digital service programs, and all this will save both guests and suppliers huge effort and time, and since time is money, and all is about money, a lot of money can be saved as well.

All these aspects are for the well being of the customers that are the center of the businesses.