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05/19/2020

LoungeUp Adapts Solution to Enable Completely Digital Guest Journey

In order to help tourist accommodation providers best prepare for their reopening, LoungeUp said it has adapted its solution to allow a completely digital guest journey. By putting all points of contact onto guests’ mobile phones, LoungeUp enables the 2,200 establishments using its solution to offer their guests a personalized, contactless experience.

The entire guest experience has been reviewed and changed to a digital-first format where possible to ensure the safety of guests and hotel staff. For example,

  • Confirmation of stay and details of new hotel sanitary measures are sent by email.
  • Additional services (parking, breakfast, transfer etc.) can be reserved via a form sent a few days before, as well as pre-check-in details (contact details, time of arrival, ID etc.)
  • Bank payment pre-authorization is completed online and a signature of the pre-filled policy form is taken directly on the guest's smartphone a few hours before arrival.
  • On arrival, the digital room key is made available on the guest's phone.
  • The digital room directory is integrated into the hotel application and is shared with the guest.
  • SMS, chat and WhatsApp can be used to directly contact the Reception for all guest enquiries
  • The ordering module integrated into the hotel's guest portal allows guests to order room service or restaurant meals from their rooms, as well as all available hotel services.
  • During their stay, guests can use their smartphones or laptops to consult tourist recommendations or browse through magazines and newspapers offered by the hotel.
  • At the end of the stay, there’s no need for a physical payment: the guest's card is automatically debited thanks to the bank pre-authorization request.

SEE THE FULL LIST OF GUEST INTERACTIONS MADE CONTACTLESS

The platform also offers functionalities to ensure smooth guest interaction management for the hotelier:

  • All responses to guest requests and message exchanges via SMS / WhatsApp / chat are managed from the platform.
  • Completed and remaining arrivals are listed by day with a quick link to the pre-check-in form completed by the guest, and the signed policy form.
  • Multi-channel messages are sent automatically according to the dates of the stay and the guest profile: welcome message, mini satisfaction survey, promotion of services, recommendations, information, etc.

All these guest interactions are controlled from the LoungeUp platform, which also contains a CRM tailored to the hotel industry. This complete database integrates advanced search, segmentation and newsletter functions. Hoteliers thus have at their disposal a high-performance tool to facilitate and highly personalize the relationship with each guest.