Abstract:
In an increasingly competitive hospitality industry, hotels are constantly seeking innovative ways to enhance guest experiences and improve operational efficiency. Our company, Neoma helped The Peninsula Hotel leverage data activation to revolutionise their guest services. By implementing highly targeted guest experiences through the Gaia app and guest room key, utilising area correlation, and providing comprehensive business reports with operational impacts, Neoma enabled The Peninsula Hotel to recapture the magic of hospitality. The results were measured through improved guest satisfaction, enhanced staff efficiency and coordination, better reviews, and the creation of wow moments for every guest, not just VIPs. Additionally, Neoma's solution facilitated 5x guest recognition for all staff members and reduced the time taken for staff to receive data of nearby guests to a remarkable 0.2 seconds.
*There were opportunities for technology to step in - with predictive and well-timed guest insights to help staff operate at peak efficiency.*
The Challenge:
How do you repeat an extraordinary level of care and service for every guest, at every opportunity, without exception?
The Project:
For over a century, the unmatched elegance and service of this luxury hotel chain has captured the imaginations of guests across the world. Delivering on the brand promise of a superlative experience demanded an extraordinary level of attention to ensure that every aspect of the stay was carefully orchestrated. While the hotel already had a rich database of guest information via preexisting property and customer relationship management systems and loyalty programmes, the challenge was to access, activate and monetise this data in a timely fashion.
What We Did:
*Empowering staff with personalised AI insights*
We deployed Gaia to activate data from PMS, and paired it with a tag on the room key to pull up relevant insights each time a guest approached staff. Staff received simple alerts on their smartphones enabling them to anticipate what a particular guest might want from their stay - their favourite dish at the restaurant, what they were allergic to, spa treatments or a thoughtful local itinerary. With the app, front office staff no longer spent valuable time relaying guest information to the next shift, but were freed up to create a personal relationship with the people in front of them.
The Impact:
*Achieving "wow" moments for every guest, not just VIPs*
By bridging the gap between data gathered and data utilised, hotel staff were able to offer predictive services, creating truly personalised experiences for every guest. A data-driven, people first approach not only improved staff efficiency but led to positive feedback loop with consistently great service, driving loyalty and enhanced guest satisfaction.
Conclusion:
The collaboration between Neoma and The Peninsula Hotel exemplifies the power of data activation in recapturing the magic of hospitality. Through the implementation of the Gaia app and guest room key, area correlation, and the provision of comprehensive business reports, Neoma enabled The Peninsula Hotel to deliver highly targeted guest experiences, enhance staff efficiency and coordination, and achieve better reviews. By leveraging data activation, The Peninsula Hotel transformed every guest interaction into a wow moment, ensuring that each guest felt valued and catered to.
