By Alex Samuely
December 19, 2014
The hotel is leveraging a cloud-based system to help power its mobile apps
Seattles Hyatt Regency Bellevue hotel is attempting to
raise communication efforts between staff and guests by leveraging a two-way
SMS cloud-based solution that is also set to save the hotel thousands of dollars each
The hotel claims to be the first using mobile-based
two-way communication that also powers other technologies at the same time,
such as digital signage, push notifications and guest requests. The Connect SMS
platform, developed by Hyatt Regency Bellevues technology partner Monscierge,
functions as a single hub with multiple functionalities that will eventually
save thousands of dollars for the Washington state-based property.
Hospitality is still fairly new to having a
comprehensive mobile solution as an option for communicating with each other
and with guests, and so far the response has been very enthusiastic, said
Marcus Robinson, CEO of Monscierge, Edmond, Okla. There is an obvious need for
the technology experience between guest and hotel, especially now that mobile
applications outside of the hospitality industry have advanced messaging
features among other easy to use functionalities.
If you are forced to use tools that are not right for
the job, it makes the job harder than it needs to be. We’ve found once
implemented, the hotel staff members find mobile making their jobs easier.
Hyatt Regency Bellevue believes that mobile strategies should be more than
simply offering guests a branded mobile application. The hotel seeks to connect
with guests using a native messaging feature on smartphones with a
If a client wants to the concierge to make a
reservation at one of the hotels restaurants, he or she can text the request
into Connect CMS, where a staff member will answer as soon as possible. For
weary travelers or on-the-go consumers, this mobile solution provides an added
layer of convenience.
Users can text requests or questions to hotel staff for a timely response
The Connect CMS system is also able to control the
staff and guest mobile apps and Windows 8-powered interactive tables stationed
in the lobby. The Microsoft Windows PPI touch-tables are part of recent hotel
renovations, and offer the Monscierge Connect Lobby software.
Guests lounging in the lobby can access the same
content seen on digital signage, including real-time flight information and
employees local recommendations.
Being in the industry of catering to clients that
openly review your company on sources such as Trip Advisor or even socially on
Twitter, it becomes imperative to remain updated with regard to guest services
and technology; to meet and exceed expectations, Mr. Robinson said.
singular cloud-based content management software is proving to cut down as much
as $20,000 in expenses yearly by phasing out fees from multiple vendors. The
system is also improving workflow efficiency.
More hotel brands are leveraging contextual messaging to
connect with customers and build a more loyal client base. Marriott
International is another top brand sending guests push notifications when their
hotel rooms are ready, and enabling members of its app to bypass the lobby and
use mobile check-in instead (see story).
The Hyatt Regency Bellevue will be sending a welcome
text message to guests mobile devices upon arrival, along with requested
status updates and push notifications.
Monscierge hopes that its cloud-based technology makes
the guest journey as streamlined as possible from the planning and booking
stage to checking out and sharing hotel-branded postcards on social media apps
The hotel will also be partnering with Monscierge for a
mobile research project in 2015, sponsored by Intel.
Forward thinking brands are already embracing mobile
communication concepts, providing highly curated local recommendations and incorporating
contextual messaging, Mr. Robinson said. They are working towards enhances
the overall travel experience, during the entire guest journey.
Alex Samuely is an editorial assistant on Mobile Marketer, New York
Article source: http://feeds.mobilemarketer.com/~r/homepage-news/~3/ylhlkDhDpg4/19395.html