UK resort moves to mobile guest engagement

Celtic Manor Resort (Celtic Manor Resort )

With a need to engage guests across 2,000 acres, Celtic Manor Resort integrated Benbria’s Loop Messenger and Loop OnDemand this summer. The resort is one of the first to deploy a combined Loop Messenger and Loop OnDemand solution, which has been seamlessly integrated with its property-management solution.

Loop allows the guests to message the resort and make requests around the clock, whether they are on one of the property’s two golf courses, relaxing at the spa or hiking the surrounding walking trails.

The resort uses the Loop Messenger invitation feature to encourage guests to submit comments, concerns, and requests. Invitations are sent to both email addresses and mobile numbers, opening a convenient channel of communication between the resort and guests. With Loop, guests can use their preferred method to message the resort.

The Loop OnDemand menu interface enables Celtic Manor Resort’s guests to order various products and amenities, including bedding, wake-up calls, electronics and appliances, luggage assistance, and bathroom items such as shampoo and soap. Requests are automatically routed to the appropriate staff, who can fulfill them in a timely manner.

“Since its implementation at Celtic Manor Resort, Loop has had significant traction with our guests,” said Russell Phillips, VP of facilities and development at Celtic Manor Resort. “Loop has a very polished interface that is easy for both guests and staff to use.”

To date, the resort has had significant success with the solution. Guests have been using it to engage more fully with the resort and maintain an open line of communication, even after they have left the property. With its integration into Opera, one of more than 60 different property management solutions with which Loop can interface, the process for engaging guests is easy. When a guest checks in, Loop automatically sends a scheduled invitation via text or email to welcome them to the resort and provide them with a link they can use to engage using their personal mobile device.