Opus Hotel Implements AI-Driven Messaging Platform

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Opus Hotel Implements AI-Driven Messaging Platform

12/06/2018

Go Moment, a provider of real-time artificial intelligence guest communication solutions for the hospitality industry, announced that they have welcomed OPUS Vancouver to a rapidly expanding roster of notable clients. Now, following check-in, guests staying at the luxury property are greeted by Go Moment’s smartconcierge Ivy®, who actively responds to common questions, and personalizes their stay at every touchpoint, enabling guests to communicate with the ease of messaging.

The OPUS hotel is the only boutique hotel in Vancouver to receive the coveted Forbes Four-Star rating from 2013 through 2018. They have also been honored for three consecutive years on Condé Nast Readers' Choice Awards 2018 Top 25 hotels in Canada and named "Top 5 Trendiest Hotels in the World" by TripAdvisor. Featuring the highly-rated Italian Restaurant La Pentola and fitness center, and known for planning epic excursions for their guests, the upscale property, located in the hip Yaletown neighborhood, remains one of the most popular choices for business and leisure travelers alike. 

By implementing Ivy, OPUS has already benefited from increased service levels and efficiencies. “Enhancing the experience for our guests has always been a top priority for us, and we are extremely excited to have Ivy as part of our team,” explains Nicholas Gandossi, General Manager at the hotel. “We are already getting fantastic feedback from our guests about how much they love their super helpful ‘personal’ concierge. Through Ivy, our guests learn and seamlessly book exciting outings, dinners, massages, spa appointments in and around Vancouver. Ivy not only created a personalized experience for our guests, but she has developed a personality as a member of our team. People always ask to meet her and thank her for her help!”

Powered by advanced technologies including AI, Ivy utilizes text or voice messaging and leverages human expertise and automation to resolve guest requests instantly, freeing up hotel staff to focus on high-value interactions and enhancing the overall guest experience. By leveraging intelligence gained through tens of millions of interactions, Ivy uses exclusive data to understand guest behaviors, ensuring communications are natural and intuitive. The engagements are designed to not only increase revenue per guest stay but also to provide guests up-to-date information on hotel services and activities at their fingertips.

“We have worked with many technology products in our 16 years, Go Moment is the most personalized and fun to engage with,” adds Gandossi. “The roll-out process was quick and seamless, and the platform, which integrates to our PMS, is completely turn-key, offering us incomparable insights and opportunities to expand our business well into the future.”

Ivy is also responsible for checking in on guests’ satisfaction mid-stay. In the event of a negative response, Ivy passes the issue along to the hotel, allowing for a proactive fix to be made before a negative review comes in.

“When OPUS Vancouver first reached out to us, they were seeking a new virtual concierge solution that was innovative, responsive and efficient,” said Raj Singh, founder and CEO at Go Moment. “Once we demonstrated Ivy’s pioneering guest engagement capabilities and in-depth analytics, their team had the confidence to make the switch. We’re thrilled to partner with OPUS and look forward to helping their leading hotel drive higher service, loyalty, sales and ROI.”