Mobile Guest Facing App Delivers On-Demand Service at the SLS Hotel at Beverly Hills

In keeping with its concept to create a new paradigm in luxury hospitality, SLS Hotel at Beverly Hills, a Luxury Collection Hotel, has teamed with runtriz to develop a customized mobile, guest-facing application that delivers hotel services right to a guest's smart mobile device. Branded "GoSLSHotel," the application enables SLS Hotel guests to set a wake-up call, order room service, request luggage pick-up, purchase show tickets, make dinner reservations and more. If a guest does not own a smart device, the hotel will provide one (with the application pre-loaded) upon request.

"Travelers today are demanding impeccable service, in real time, and this mobile application from runtriz is the epitome of the SLS concept of personalized service," says Philip Dailey, General Manager of SLS Hotel at Beverly Hills. "The benefits of this application include: real-time content updates for special promotions, real-time guest feedback from electronic guest surveys or text messages, and its overall green impact on the environment. GoSLSHotel has been completely customized by runtriz so that it is truly an extension of the SLS Hotel brand and its services."

With GoSLSHotel, guests are personally "directing" and "perfecting" each and every detail of their stay. Since the hotel began offering GoSLSHotel to its guests last week, usage figures are rising daily:

  • 30 service requests for spa, dining reservations, housekeeping etc;
  • 15 room service orders;
  • 2, 500 guest touches
  • 124 unique guests have used the application

Helping guests and the environment
In addition to the aforementioned benefits of GoSLSHotel, there are further uses for the Mobile Concierge that are making an impact on guest satisfaction and the environment. These are available for use on iPhone, iPod Touch, Blackberry, G1, or Palm Pre.

With this mobile device, hearing-impaired guests can directly message an in-room dining order or book appointments for hotel services even while they are not on property. Previously two-way communication was limited.

The environment also is directly benefitting from this mobile technology because it removes the hotel's reliance on printed materials by switching to a digital data format. Now, restaurant menus and other service in-room collateral pieces, such as menus, brochures, booklets, in-room tent cards, hotel and property directories and more, can be visible to guests electronically, thereby reducing printing costs and allowing management to update promotions and offers daily.

Helping management, owners and brands
While runtriz initially designed the smartphone application as a front-end guest-service tool, it also is providing significant cost-saving and marketing benefits to hotel management, owners and even the brand on the back end, and the bottom line:

  • runtriz runs incremental revenues via sales of in-room items and hotel merchandise
  • runtriz runs cost effectively: it only requires Wi-Fi and an Internet connection. There is zero hardware installation and no expensive wiring involved
  • runtriz runs reports: all touches, purchases and actions are tracked and turned into reports. runtriz is able to extract valuable information for your business about guest preferences and trends
  • runtriz runs your brand: runtriz is custom branded to reflect the identity and brand of each property. Hotels decide on the elements of runtriz and other features can be easily added to provide anything you offer your guests. In addition, each unit can be covered with a protective skin that is specifically branded for the hotel.
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