Session 4Smartphone and Mobile Guest

Service

❖Innovative and constant mean of communication or interaction between guests and hotels brands via smartphones and/or mobile app,

❖More convenient for guest as they can decide to do and/or to get what they want at anytime and anywhere before - during and after they stay,

❖Empowered the guests = Self Service,

Mobile Guest Service

Marriott Hotel Smartphone & Mobile Guest Service

Marriott Mobile App:

❖ Booking possibility at 3.800 + hotels worldwide,

❖ Guest can see the nearest hotels around their location,

❖ Guests can access their Marriott Rewards account,

Mobile Check-In & Check-Out:

❖ Before Arrival: Guests can check-in from the train, plane, or road and get an alert when their room is ready,

❖ At Departure: Guest can simply leave the keys & hit the road and get an e-mail copy of final bill.

Marriott Hotels Smartphone & Mobile Guest Service

Mobile Requests:

❖ Guests interact with a Marriott host before, during and after their stay,

❖ Request anything they need, including extra services, additionals bath amenities, luggage assistant and more => E-Concierge.

Mobile Room Key:

❖ Guests received an alert as soon as their room is ready,

❖ Open the door of their room with their smartphone,

❖ Skip the Front Desk and go straight to their room,

❖ Cashless Payment.

Shangri-La Mobile App: Auguste 2012

❖ Guest can explore, book, view and edit room reservations at over 70 Shangri-La, Traders and Kerry hotels and resorts,

❖ Manage their Golden Circle loyalty programme membership account efficiently,

❖ Golden Circle Award Points balance and manage the membership account,

❖ Get travel tips, read and share travel stories with Golden Circle members,

❖ Connect to the nearest international toll-free numbers for 24/7 customer support using location-based GPS technology.

Mobile Check-In & Check-Out: Same as Marriott

❖ Before Arrival: Guests can check-in from the train, plane, or road and get an alert when their room is ready,

❖ At Departure: Guest can simply leave the keys & hit the road and get an e-mail copy of final bill.

Shangri-La Hotels Smartphone & Mobile Guest

Service

Shangri-La Hotels Smartphone & Mobile Guest

Service Mobile Requests:

❖ Guests interact with a Marriott host before, during and after their stay,

❖ Request anything they need, including extra services, additionals bath amenities, luggage assistant and more => E-Concierge.

Mobile Room Key and extra advantages:

❖ Keyless Entry,

❖ In-room dining menu and order,

❖ Table reservations at different restaurants,

❖ Local weather,

❖ Airline arrival and departure flight status.