This document discusses mobile guest service apps and provides examples of their functionality from two major hotel brands, Marriott and Accor. It outlines features like check-in/out, room service ordering, activity booking, and digital room keys that mobile apps enable. For Marriott, areas for improvement include dedicated business tools, city guides, and faster check-out. For Accor, implementing keyless entry and allowing direct staff contact could strengthen their mobile offering.

1. Mobile guest service

2. Mobile guest service
Mobile guest service apps allow the
brand and the clients to interact.
Clients can better communicate with
the brand through the app. It can help
them solve issues or do things that are
particular to the brand.
Examples of what we can do with a
hotel guest service app:
§ Order from room service
§ Request extra amenities
§ Open the room with the keyless
system
§ Bookings of activities, restaurants, etc.
§ Check-in / Check-out

3. Two major hospitality brands

4. MARRIOTT
What can we do with it?
§ Check-in
§ Room key
§ Requests (Concierge & housekeeping)
§ Cross branding with the different
brands of the Marriott group
§ Access to the reward account
§ Chatbot available 24/7
Available on both IOS & Android

5. MARRIOTT
Things to improve
§ Create a service dedicated to business
clients
§ Have city guides
§ Propose room service on the platform
§ Have a fast check-out

6. Accor hotels
What can we do with it?
§ Check-in (the key will then become
available at the reception
§ Fast check-out (bill sent by email)
§ Business check (new, made to gain
time for business clients)
§ Travel historic available
§ The Accor hotel club is available
§ City guides
Available on both IOS & Android

7. Accor hotels
Things to improve
§ Propose a keyless app
§ Be able to reach staff from the hotel on
the app and send requests