Hotel operator, Accor, is using digital technology to manage its customers’ experience throughout their stay.

One thousand Accor hotels worldwide are being equipped with a new, innovative digital service that personalises and simplifies their stay using online, mobile and in house electronic-point-of sale and booking technology.

The new system takes out much of the usual administrative formalities and replaces them with effective and fast service, while making the hotelier more available to greet guests and cater for requests.

Vivek Badrinath, Deputy Chief Executive Officer, Marketing, Digital Solutions, Distribution and Information Systems, explains: “Our ability to constantly integrate new technologies and improve the way we serve our guests and hotels is at the heart of our innovation strategy, to make Accor the most audacious and innovative hotel operator. Accor definitely places digital technology at the service of its guests at every stage of their hotel experience – before, during and after their stay – adapting its hotel services to the new modes of consumption which are more mobile and connected”.

Customers will benefit from four steps for a simpler, more personalised hotel welcome:

1. Two days before their hotel stay, guests are invited to prepare their check-in online.
2. On the arrival day, guests receive a welcome message by SMS, confirming that their room and key are ready. They also receive additional practical information such as transport services to the hotel and car park access codes.
3. When guests arrive in the hotel, their key has been prepared and is handed over immediately without the usual administrative formalities.
4. On the departure day, guests can leave by dropping off their key with no further activity required. An invoice is sent to them by email.

Christine Pouletty, Project Manager adds: “This innovation focusses on giving our guests a warm, personalised welcome and on saving time thanks to new technologies. The first feedback from hotels already equipped with the system is very encouraging since more than 90% of guests who used this service say they are willing to do so again. Queues are diminishing and hoteliers are more available for their guests.  They can devote themselves completely to their passion, the job of host”.