MOBILE GUEST SERVICEMargot BERGER MBA 2017

DEFINITIONIt is the interaction between a guest and a brand (or hotel) though a mobile app. it enables the guest or consumer to better communicate with the brand in order to get a service or to solve an issue. You can also order a coffee in your room via your mobile app instead of calling the bar from your room.

-> Marriott Hotels app lets users check in to their hotel anytime after 4 pm the day before their arrival and can pick up their pre-programmed key-card at special expedited mobile check-in desks. If guests arrive before their room is ready, the app will send them an automatic notification when their room is ready.

COMPARISON BTW 2 MAJOR BRANDS

AIR BNB (2008)

- Cashless payment

- GPS coordinates

- Mobile booking

- Chat with the house owner

MARRIOTT (2014)

- Check-in / check-out

- All types of requests before, during and after the stay

- Chat with the staff members

- Your phone become your room key

CONCLUSIONToday’s guests expect to be able to use their smartphones to do almost everything. With mobile becoming more and more important for all brands, it’s not surprising that the hospitality industry is taking advantage of mobile technology. Beyond just booking stays, some hotel brands’ apps are taking things up a notch and offering more mobile features, like full concierge services and all kinds of local information and deals.