How do the hotel concierges usetechnology to make personalrecommendations? Ritz Carlton application Concierge recommandation on FourSquare Check-in information on mobile phone Concierge informations available inside the hotel or outsidethrough the application Smartphone used as a key to access to places inside the hotel
How do they relate to 3rd party recommendationsites?What is the strategy? FourSquare gives them the opportunity to interact with theirclient, know their habits, their needs and where they go whenthey are inside. The strategy is to anticipate the wants and desires of the clientseven before asking the questions Opportunity to have a huge number of people to base theinformations on habits and study them.
What is the strategy behind ‘Art of theCraft’? The main sloggan of the video: « let us stay with you » The hotel accompanies the client all day long Create an emotional / priviledge relationship between the client and thebrand Show to client how employees are involved Showing that they are fillfilled proove their pleasure to work there Treats your employee as you want them to treats your customer = Clientsatisfaction
Comparison & AnalysisRENAISSANCE HOTELMore attractiveInformation about theunivers of the hotelPresented as a navigator /lifestyle blogSlogan: Live life todiscoverRITZ CARLTON HOTELStrict appearanceInformation about the hotelSlogan: Let us stay withyou
Analysis Although Ritz Carlton has a « corporate » designed website, they do have a mobileapplication compare to Renaissance which has a more « bloggy » designed website but noapplication With Ritz Carlton application, clients can have access to the concierge informationanywhere and the hotels can follows their clients habits Renaissance by calling its website « Rnavigator » made an error by not having an app thatyou can check anywhere at anytime. As Renaissance website is designed as a lifestyle blog, they put forward the fact that theyhave « local experts » (local concierge) that provide the informations.