The 2013 HITEC conference saw Accor announce partnering with hospitality technology group Monscierge for the launch of the Novotel Virtual Concierge. At the close of HITEC 2014, The Virtual Concierge has now curated more than 65k local recommendations across the globe, accumulated more than 1.6 million online imprints from guests sending Novotel Digital Postcards, and continues to reach upwards of 5.8 million guest-usage interactions.
Phase two of the Virtual Concierge project: Enhancing the guest journey at each step, from planning before booking, to keeping enhanced connections to guests after the journey, via guests' mobile phones and SMS technology. Novotel and Monscierge have a goal to change the guest experience approach, to service guests as the modern digital concierge would - through all conceivable areas that touch the travel experience of guests.
Virtual Concierge's four guest journey connection points are:
1. Planning: Connecting through mobile to offer distinctive local recommendations and special offers; reaching international guests unfamiliar with the destination's language using multilingual applications.
2. Traveling and pre arrival check-in: Staying in touch via mobile app SMS messaging on arrival day for last minute requests, directions, assistance and travel information. Booking confirmation and pre-arrival coordination without needing to take more time during the arrival process.
3. Staying: The Virtual Concierge stays with the guest, onsite or off, offering full hotel information, services, and travel information.
4. Checking out/end of journey: Assistance provided via Virtual Concierge for guests departing the hotel and area, as well as keeping the access of their local favorites for all Novotel locations, and the ability to send digital postcards and messages to contacts.
The application continues to service the guests' departure with access to Novotel travel information and local recommendations that exists worldwide for future trip planning. Novotel can also send special offers and build customer loyalty through a maintained connection.
Offering this mobile app in 16 different languages, the Novotel Virtual Concierge becomes a revolutionary tool for reaching out to guests worldwide and providing a service without the addition of staff.