Think  Tank  Recap  Mobile  +  Social  +  Augmented  Reality  

=  New  Luxury  Experience  

Augmented  Reality    

•  A  mix  of  real  and  virtual    

•  Uses  the  3D  technology  

•  Augmented  reality  combined  mobile  and  social  for  example  by  using  the  Layar  

app  on  smartphone  

•  The  app  is  used  to  search  registered  places  

•  Using  the  app  is  almost  like  a  map  but  the  difference  is  that  dots  are  created  on  

your  screen  when  you  point  out  your  smartphone  in  a  certain  direction  

•  Games  can  be  created  

Mobile  +  social  +  augmented  reality  =    

new  luxury  experience      

 

What  will  be  the  impact  on  customer  service  expectations  of  the  capabilities  presented  

 •  Change  behaviors    

•  Change  the  way  customers  act  

•  Change  the  customer  service  because  customers  will  be  

more  independent  

•  Customer  service  will  be  more  personalized  and  more  

intimate  because  responding  better  to  customer  needs  

•  More  interactivity  with  the  customers  without  being  

invasive  

What  types  of  hospitality  operations  will  benefit  +  how  

 Augmented  reality  can  be  useful  in  luxury  hotels  and  in  different  

departments:  

Concierge:  

ü  Women  needing  jewelry,  dress  or  shoes  for  an  evening  can  see  what  it  is  

going  to  look  like  before  choosing  what  they  are  going  to  were    

ü  Out  of  the  hotel  service  (geolocalization,  restaurants,  monuments…)  

F&B:  

ü  Showing  menus,  ingredients  used  and  recipes.  

ü  Showing  what  the  meals  will  look  like  

 

What  types  of  services  or  benefits  currently  OUTSIDE  of  a  property  can  be  integrated  into  

presented  capabilities    

•  Customer  service  can  be  present  in  your  pocket  

•  City  guide  (according  to  customer’s  needs)  

⇒   museums,  restaurants,  tours,  stores    

⇒   must  sees    

•  Sponsorships  and  partnerships  in  order  to  give  better  services  to  customers  

 

How  can  a  hotel  use  the  capabilities  to  create  digital  differentiation  -­‐  and  thus  a  competitive  

advantage    

•  Creation  of  the  own  hotel  app    

⇒   downloadable  before  check  in  and  then  get  an  overview  of  the  

hotel  structure    

⇒   overview  of  the  city  before  your  arrival  

⇒   overview  of  the  different  services  available  with  augmented  reality  

⇒ Available  laptops  to  “try”  the  clothes  on  

Concierge  service  in  your  hand  

What  impressed  you  the  most  about  the  particular  topic  that  you  selected.  

 ²   Creating  virtual  images  when  your  phone  is  

looking  at  reality  

²   Can  see  what  is  around  just  by  having  a  look  and  

holding  your  phone  in  the  right  direction  

²   New  experience  mixing  reality  and  virtuality  

   

Watch  out…  Virtual  becomes  real!