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A small program to solve the whole process of check-in, Hilton and other hotels to borrow digital intelligent ability to achieve service upgrade

2020-12-07 16:02:19 Zhixiaoyun

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If you stay in a hotel this year , You may find that there is a group of people who are more likely to appear on the screen than in previous years , They are very patient in guiding you the way 、 food delivery 、 Delivery ,24 Hours stand by Meet your needs .

You guessed it ! They are cute and powerful machine attendants . Machine attendant 「 induction 」 The hotel , Not only does it reduce the labor costs of the hotel 、 Improve work efficiency , And because of their lovely image, they bring higher evaluation to the hotel .

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This is from the Internet

Hotels put robots into use , It is an important attempt in the transformation of digital intelligence . In recent years , Digitization 、 Intelligence has become a hot word in all walks of life , Traditional hotels are facing the challenge of business philosophy and mode . But digital transformation is not easy , Especially the international hotel chain , They tend to be relatively cautious , Because even minor changes , It's also about pulling a hair and moving the whole body .

Now 80、90 And then become the main consumer , They're more about experience and efficiency , Need hotel to provide more convenient room reservation service 、 More comfortable and safer check-in service , Even more entertaining services are needed .

Most traditional hotels rely on OTA(Online Travel Agency) Platform for online drainage and customer acquisition , But the settlement OTA The platform not only has high commission , We are also facing more and more fierce market competition , The cost of hotel development is high , Greatly reduced the profit margin .

Traditional hotels need to use the Internet 、 The Internet of things 、 Artificial intelligence and other technologies to change 「 management 」 and 「 marketing 」 On the dilemma , Improve service 、 Authors efficiency .

Build intelligence 、 Local hotel program , Realize service upgrade

As an international hotel chain , Hilton is not just thinking about intelligence , Localization also needs to be considered . Hilton Hotel with the help of wechat complete Ecology ( WeChat official account and applet ) Connecting customers , Pass on brand value , Provide one-stop service , It is a great innovation in the transformation of digital intelligence .

Hilton's innovative mode combined with wechat Ecology , It mainly focuses on the service upgrading of the two scenarios before and after the check-in .

Hilton went online 「 Hilton official check in 」 Applet , Including the north, Shanghai, Guangzhou and Shenzhen 19 Hotel Details , And pass 「 Eat and drink 」、「 To have fun 」 Two columns help users explore the surrounding food and attractions , The route function directly arranges a number of tourist routes for users , Intimate and practical .

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The function of online booking invoice is the direct reflection of Hilton users' thinking . After all, in the era of efficiency first , Waiting at the front desk for half an hour to make out the invoice is unbearable for high-speed business travelers , Hilton uses a simple function in the app to solve the problems that have plagued hotels and guests for a long time , Customers only need to fill in the invoice title in the small program 、 Check in date and other necessary information , You can pick up tickets at the front desk within the booking time . thus it can be seen , While many hotels are still trying to upgrade their hardware 、 When design is equal to external conditions , Hilton has gone one step ahead , Using technology to explore the new direction of user service .

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Small program built-in game entrance is Hilton catering to young people's lifestyle and interests , Realize the embodiment of refined operation of users . Hilton regularly launches games and member benefits according to the hotel's operating plan , Customers can participate in game interaction through small programs , Meet the entertainment needs , At the same time through their own efforts to get a discount will also be more valuable . And the app with Hilton and the booking platform 、 Shopping Mall 、 Get through the membership system , Coupons can be called directly during the payment process , Achieve seamless business convergence .

Technology enabled hotel services , A small program to solve the whole process of check-in

Hilton enhanced the customer experience before and after check-in with the help of small programs , Shangri la, on the other hand, relies on small programs , Provide convenient and safe housing and consumption experience for customers .

Shangri la launched 「 Hotel self check in 」 Applet , On the premise of safety , Connecting with hotel room management system , Docking face recognition and authentication system , Get through the Bluetooth unlocking system of guest room , Integration of third party payment , From hotel search to room reservation 、 From check in to check out 、 From payment to invoice , Customers only need a few steps of mobile phone operation to complete the cumbersome housing process under the traditional mode , To provide customers with full self-service, efficient and safe check-in process experience .

Shangri la realizes the integration of face security authentication and hotel service in the small program end through new technology , Established a new era of hotel check-in system , It is an important breakthrough in promoting the upgrading of hotel digital intelligence .

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Using wechat ecology to build user flow pool , Reduce customer acquisition cost

Hilton builds its service system with the help of wechat ecology , Official account as the brand entrance , Taking small program as service carrier , Provide high quality service for customers , And continuous sedimentation of user flow tank , At the same time, we should make full use of microblog and other we media platforms 、OTA And other cooperation channels , Flow to the fans pool , Through membership system 、 Integral system 、 Refined operation of marketing tools , Promote customer repurchase and new customer conversion .

Hilton Hotel constructs its own wechat ecological service products , Not only improve the quality of service , I'm leaving the hotel right OTA Platform dependence , Get new customers in your own way , Reduce customer acquisition cost .

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Know cloud through its own mature wechat ecological technology development and operation experience , Continue to empower Hilton and other chain hotels in terms of customer acquisition and online service , Strengthen the operation ability of users , Improve user conversion , Use technology and innovation to upgrade the brand 、 Service upgrade , So as to enhance the market competitiveness of enterprises .

With the development of hotel service ability and scene , The space for optimization and upgrading has also become larger , Not only to cater to the trend of green and clean environmental protection , Also embrace digital and artificial intelligence . How to use innovation and technology to bring more comfortable accommodation experience to consumers , What Hilton and Shangri La do may inspire the hotel industry .

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