Definition of mobile guest services and comparison of mobile service features of 2 hotels

1. Mobile Guest Services
By Aurélie HUBERT

2. Definition Mobile guest services are innovative uses of
technology to simplify and to accelerate
travel procedures. It is a way to self-
empowered the guests and gives on
demand services. Smartphone enabled
services make the clients’ stay more
convenient: they no longer rely solely on the
receptionist for transaction and have more
personal interaction. It is the integration of
guests’ digital usage in the hotel services.
An interesting Mobile service expectation
study

3. Hyatt’s mobile service
features
Hyatt Hotels app - Launched in 2009
Booking, special offers, membership,
cancellation
Checkin and checkout
Travel tips from the Hyatt travel
community (yatt’it)
Weather, local time, maps and directions
Room charges consulting and account
details to Apple Wallet (Passbook)
Request items (room service)
Uber ride request
Interact with Hyatt using Messenger or

4. AccorHotels’ mobile
service features
AccorHotels mobile app - single app since
2015
Booking, special offers, membership,
cancellation
Online checkin
Flights, trains or hotel booking details with
Wipolo (all in one app)
City guides, weather, calendar, interactive
map
Booking reminder 48h before you leave
Uber driver booking
Free press publication

5. Conclusion
Both mobile Apps are quite similar but are not forerunners
regarding digital innovation. They both have a mobile
concierge and online check in but Hyatt stands out by
offering also the online check out and by implementing
keyless room entry. However AccorHotels gives you the
advantages of a general travel app by giving you the ability
to have all the details of your book flights or trains but also
have access to press article during your trip.
Still, none of them propose cashless payment which can be
a useful feature for travelers. Although Hyatt features Apple
Wallet, this option can be pushed further.