Accor is implementing digital technology to offer guests a personalized welcome. The service, which will be deployed across all Accor brands, will be offered to all loyalty card or subscription card holders and to customers booking directly through Accor via accorhotels.com, the brand websites, mobile applications, or by phone directly with the hotel, the hotel brand reports.
Accor outlines the four steps for its welcome:
- Two days before their hotel stay, guests are invited to prepare their check-in online if they have booked directly with Accor or if they are loyalty card or subscription card holders.
- On the arrival day, guests receive a welcome message by SMS, confirming that their room and key are ready and offering practical information to simplify their trip (transport services to the hotel, car park access codes, etc.).
- When guests arrive in the hotel, their key has been prepared and is handed over immediately without the usual administrative formalities. The hotelier is even more available to greet guests and cater for their requests.
- On the departure day, guests can leave rapidly. To check out, they have to hand in their key to indicate that their room has been vacated. The invoice is sent to them by email.
This new system has been tested in roughly 20 establishments in France, the United Kingdom, Italy, Belgium and the Netherlands. It is now deployed in 60 hotels in 13 countries. The ambition is to roll out this solution in 1,000 hotels, or close to 30 percent of the network, by the end of 2014. Brazil will boast the largest number of equipped hotels, since the service will be offered in nearly all the establishments in most of the cities hosting football world cup matches as of June 2014.
"This innovation focusses on giving our guests a warm, personalized welcome and on saving time thanks to new technologies,” said Christine Pouletty, the project's manager. “The first feedback from hotels already equipped with the system is very encouraging since more than 90 percent of guests who used this service say they are willing to do so again. Queues are diminishing and hoteliers are more available for their guests. They can devote themselves completely to their passion, the job of host."