NYC Greenwich Hotel Sees Industry-High Engagement Rates of More than 80% for Its In-Room, Mobile App

ALICE, the operations platform that empowers hotels to deliver a better guest experience through consistently excellent service, is celebrating a successful year of partnership with New York City’s Greenwich Hotel and Alta, the tablet provider that enhances a guest’s stay by allowing users to discover and request available goods and services.

Through this partnership, guests at The Greenwich Hotel have been requesting services and amenities as well as uncovering the surrounding area, all without having to swing by the front desk or call down to reception. Tablets are available in every room in the hotel and come pre-loaded with the Alta app. These services include room service, digital newspaper and magazine subscriptions, dinner and spa reservations, and more. Guests can also download the Alta app to their mobile devices and have the same access on the go.

Beyond the value this partnership offers guests, hotel staff now have an optimal system for communication and task management. Requests placed by guests on the app arrive to staff via ALICE. This creates one comprehensive system and solves the notorious industry problem of needing to deal with multiple technology platforms. The Greenwich’s housekeeping staff have traded their noisy radios for mobile devices running the technology.

Originally both platforms came to The Greenwich as separate vendors; Alta for its guest-facing, in-room technology, ALICE for its ability to streamline staff communications and fragmented back-of-house management.

While many hotels have found guests to be reluctant to download their app, The Greenwich has seen industry-high engagement rates of more than 80 percent since the launch of the program in the summer of 2016. Additionally, it seems that guest spend for items available through the application, like room service, are up.

According to Philip Trulove, The Greenwich Hotel’s General Manager, “This isn’t about replacing human interaction, it’s about enhancing it. Providing our guests with this technology is a way for us to keep pace, and I can see having this constant connectedness is undoubtedly the way of the world.”