Mobile guest service refers to the interaction between a hotel guest and the brand through a mobile app. This allows guests to better communicate with the hotel to receive services or solve issues from their mobile device. For example, Marriott's app allows guests to check in anytime after 4pm the day before arrival and receive a notification on their phone when their room is ready. While Airbnb focuses on cashless payments and communicating with homeowners, Marriott's app offers check-in/out, requests during the stay, chatting with staff, and using your phone as a room key. As mobile becomes more important, hotel brands are enhancing their apps to offer full concierge services, local information, and deals to meet guests'

1. MOBILE GUEST SERVICE
Margot BERGER MBA 2017

2. DEFINITION
It is the interaction between a guest and a brand (or hotel) though a mobile app. it
enables the guest or consumer to better communicate with the brand in order to
get a service or to solve an issue. You can also order a coffee in your room via
your mobile app instead of calling the bar from your room.
-> Marriott Hotels app lets users check in to
their hotel anytime after 4 pm the day before
their arrival and can pick up their pre-
programmed key-card at special expedited
mobile check-in desks. If guests arrive before
their room is ready, the app will send them an
automatic notification when their room is
ready.

3. COMPARISON BTW 2 MAJOR BRANDS
AIR BNB (2008)
- Cashless payment
- GPS coordinates
- Mobile booking
- Chat with the house owner
MARRIOTT (2014)
- Check-in / check-out
- All types of requests before,
during and after the stay
- Chat with the staff members
- Your phone become your
room key

4. CONCLUSION
Today’s guests expect to be able to use their smartphones
to do almost everything. With mobile becoming more and
more important for all brands, it’s not surprising that the
hospitality industry is taking advantage of mobile
technology. Beyond just booking stays, some hotel brands’
apps are taking things up a notch and offering more mobile
features, like full concierge services and all kinds of local
information and deals.