How do the hotel concierges use technology tomake personal recommendations?• Ritz Carlton application• Concierge recommandation on FourSquare• Check-in information on mobile phone• Concierge informations available inside the hotel or outside through 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 their client, know their habits, their needs and where they go when they are inside.• The strategy is to anticipate the wants and desires of the clients even before asking the questions• Opportunity to have a huge number of people to base the informations on habits and study them.
What is the strategy behind ‘Art of the Craft’?• 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 the brand• 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 = Client satisfaction
Comparison & Analysis RENAISSANCE HOTEL RITZ CARLTON HOTELMore attractive Strict appearanceInformation about the Information about theunivers of the hotel hotelPresented as anavigator / lifestyle blogSlogan: Live life to Slogan: Let us stay withdiscover you
Analysis• Although Ritz Carlton has a « corporate » designed website, they do have a mobile application compare to Renaissance which has a more « bloggy » designed website but no application• With Ritz Carlton application, clients can have access to the concierge information anywhere and the hotels can follows their clients habits• Renaissance by calling its website « Rnavigator » made an error by not having an app that you can check anywhere at anytime.• As Renaissance website is designed as a lifestyle blog, they put forward the fact that they have « local experts » (local concierge) that provide the informations.