Radisson reports the March launch of a national pilot program across four U.S. properties designed to innovate guest touch points and ultimately enhance the hotel guest experience. Among those touch points is improved technological advances and initiatives that Radisson is currently exploring and has begun implementing. The goal is to simplify and personalize the guest experience from the point of reservation through check-out, Radisson says.
As the hotel industry continues to provide novel advances in digitally driven customer interaction, Radisson says it is seeking to provide a vast array of tech enhancements designed to optimize time, accessibility, convenience and mobility.
Beginning in March 2013 through spring and summer 2013, Radisson guests visiting select pilot hotels in La Crosse, Wisc.; Phoenix, Ariz.; Salt Lake City, Utah; and Seattle, Wash will embark on heightened, technology-driven advances that further deliver on the brand’s “Yes I Can!” service philosophy.
Upon completion of the pilot program in August, Radisson said it will evaluate the performance of the enhancement elements and determine potential brand-wide implementation in September 2013.
“Being in service-driven hospitality, our business relies heavily on customer convenience and accessibility. Radisson is devoted to executing and indefinitely exploring technological enhancements to further engage our customers and provide new and exciting ways to ensure an unmatched, hassle-free experience,” says Richard Flores, vice president, branding.
“These advances in technology allow us to maintain our unrivalled in-person customer service, while providing streamlined options for independent, on-the-go travellers as well," Flores said.
Check-In Choice Kiosks: Radisson is evaluating the ability for guests to have a digital check-in, allowing them to bypass the front desk, obtain their key from a kiosk in the lobby, and access their room quickly and conveniently. Customers can enter their credit card information online and check-in 24 hours in advance of their stay. Upon virtual check-in, guests will receive a confirmation email containing a bar code that is unique to their reservation. When customers arrive at the hotel property, they simply approach the Check-In Choice Kiosk in the lobby, scan their unique bar code, and receive their requested number of automated room keys.
iConcierge Mobile App: Radisson teamed up with Runtriz, a leading developer in hotel industry software, to create a new mobile application that recently launched on April 1, designed to help guests make the most of their hotel experience. The application, appropriately named iConcierge, is a virtual tool that allows guests to create personalized itineraries, access the local scene, create customer service requests, stream live music, check flight information, and much more. In lieu of flipping through the in-room customer service directory, guests now have the ability to make a request within twelve groups of customer service options. Whether they’re looking to request housekeeping services, order room service, book a spa appointment, or request a taxi, it’s as easy clicking a button on their virtual device anytime, from anywhere. Meeting and event planners will take a particular liking to iConcierge, as it allows organizers to virtually host personalized agendas, create menus, request transportation, send instant messages to onsite groups, and portably communicate with hotel staff for immediate requests and requirements.
Internet Connectivity: From leisure travellers looking to stay in touch with family and friends, to business travellers requiring a convenient office on-the-go, the price of staying connected can become a costly necessity, Radisson says. Recent studies have shown that the demand for complimentary Internet access is indefinitely increasing and becoming a determining factor on where guests choose to stay. To fulfill this necessity, all Radisson hotels in the U.S. currently provide complimentary Internet to Club Carlson rewards program members. Additionally, nearly all Radisson hotels across the U.S. offer complimentary high-speed Internet access to all hotel guests and lobby visitors, the company says.