April 9th, 2013 | Esther Hertzfeld

Radisson testing new digital technologies at four U.S. properties, catering to tech-savvy guests

9 Apr, 2013 By: Esther Hertzfeld

Radisson recently announced a national pilot program, launched across four U.S. properties, designed to innovate guest touch points and ultimately enhance the hotel guest experience.

Among those touch points is improved technological advances and initiatives that Radisson is currently exploring and have begun implementing to simplify and personalize the guest experience from the point of reservation through check-out.

As the hotel industry continues to provide novel advances in digitally driven customer interaction, Radisson is seeking to provide a vast array of tech enhancements designed to optimize time, accessibility, convenience and mobility.

Beginning in March 2013 through spring and summer 2013, Radisson guests visiting select pilot hotels in La Crosse, Wis., Phoenix, Salt Lake City, and Seattle will embark on heightened, technology-driven advances that further deliver on the brand’s “Yes I Can!” service philosophy. Upon completion of the pilot program in August, Radisson will evaluate the performance of the enhancement elements and determine potential brand-wide implementation in September 2013.

The enhancements that are in the program include:

•Check-In Choice Kiosks – These kiosks are designed to bypass the front desk and avoid what most business travelers consider a great inconvenience. The kiosk will provide the room key after providing verification information. The system was designed by NCR Corporation and IJW.

•iConcierge Mobile App - Designed by Runtris, the application gives the guest a virtual tool to create itineraries, check flight information, create customer service requests, access local information and more. The app also allows communication with hotel staff for instant requests for room service, housekeeping, booking spa appointment and transportation from a mobile device any time.

•Internet Connectivity – While this is a mandatory tool for today’s business travelers, most hotels are charging for this service. However, since business travelers have listed free Internet service as one of the biggest criteria for choosing a hotel, major chains around the world are introducing free options for some of their clients and program participants. Radisson is providing free service for its ClubCarlsonSM reward program members, but most of the hotels will provide free Internet in the hotel lobby.

“Being in service-driven hospitality, our business relies heavily on customer convenience and accessibility. Radisson is devoted to executing and indefinitely exploring technological enhancements to further engage our customers and provide new and exciting ways to ensure an unmatched, hassle-free experience. These advances in technology allow us to maintain our unrivalled in-person customer service, while providing streamlined options for independent, on-the-go travellers as well,” says Richard Flores, vice president, Branding.

Radisson is evaluating the ability for guests to have a digital check-in, allowing them to bypass the front desk, obtain their key from a kiosk in the lobby, and access their room quickly and conveniently. Customers can enter their credit card information online and check-in 24 hours in advance of their stay. Upon virtual check-in, guests will receive a confirmation email containing a bar code that is unique to their reservation.

From leisure travelers looking to stay in touch with family and friends, to business travelers requiring a convenient office on-the-go, the price of staying connected can become a costly necessity. Recent studies have shown that the demand for complimentary Internet access is indefinitely increasing and becoming a determining factor on where guests choose to stay.

To fulfill this necessity, all Radisson hotels in the U.S. currently provide complimentary Internet to Club Carlson rewards program members. Additionally, nearly all Radisson hotels across the U.S. offer complimentary high-speed Internet access to all hotel guests and lobby visitors.


Topic : Radisson, Carlson Rezidor Hotel Group, iConcierge Mobile App, Runtriz
External Source : TechZone360, Eyes In, SiloBreaker

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