Medallia Zingle and Outrigger Hotels and Resorts Announce Partnership

Michal Christine Escobar
Senior Editor, Hotels

Medallia, Inc., the global leader in customer and employee experience, today announced that Outrigger Hospitality Group selected Medalia Zingle as the intelligent messaging platform of choice for its premier resort destinations in Hawaii.

"The marriage of technology and travel has become paramount. Our growth and development strategy incorporates technology for both our guests and hosts as well as front- and back-end operations," said Monica Salter, Outrigger Hospitality Group vice president of global communications and social responsibility. "This provides an ease in interaction while enhancing the guest experience."

"Outrigger is interested in a seamless, friendly way to share updated protocols and engage directly with our guests. Today’s traveler expects immediate information and is comfortable sending and receiving text messages using their own smartphone. If our guests need to make changes to an itinerary or check the status of a reservation, Zingle puts that information at their fingertips," added Mike Shaff, vice president operations, Hawaii. "We’ve moved beyond happy-hour flyers to sending relevant property messages and being able to receive questions or requests for anything from fresh towels to late check-out times."

Outrigger team members, called hosts, from across the business play a direct role in the customer experience and need to be able to communicate with guests in the moment. Hosts in the front office, back office, concierge, and other key associates will leverage technology from Zingle to:

  • Engage with guests in their preferred method – SMS text, web chat or popular social messaging apps like WhatsApp – improving speed of service

  • Engage with guests in their own language via language translation, making it easy to communicate with world travelers

  • Gain insights from patterns in guest request data (like more towels, late check-outs) and anticipating guest needs ahead of time

  • Keep guests informed with real-time updates like mask protocols, inclement weather warnings, changes to amenity hours, and more. Updates have been especially important during the COVID-19 pandemic and beyond as travelers return.

"With Zingle’s hospitality partnerships and industry leading innovation, clients like Outrigger Hospitality Group can help provide every guest with their best stay ever," said Ford Blakely, founder, senior vice president and general manager of Medallia Zingle. "From pre-arrival to checkout, and everything in between, Zingle integrates with Outrigger’s property management systems and service optimization tools, allowing the resort staff to leverage their existing data and empowering teams to improve guest engagement and overall staff efficiency."

"At Outrigger, our mission is to be the ‘Premiere Beach Resort Brand in the world,’" said Salter. "We understand that first-class technology with a human touch plays a critical role and Zingle helps us to accomplish this."

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