Case Study
Activating Data To
Recapture the Magic
of Hospitality at The Peninsula Hotel
The Challenge
How do you repeat an extraordinary level of care and service for every guest, at every opportunity, without exception?
Industry: Hotels, Resorts, Residences
Measurable Results
5x
Guest recognition from all staff members
0.2 sec
For staff to receive relevant data of nearby guests
Better reviews
Following stay with highly-personalised experience
5x
Guest recognition from all staff members
0.2 sec
For staff to receive relevant data of nearby guests
Better reviews
Following stay with highly-personalised experience
The Project
For over a century, the unmatched elegance and service of this luxury hotel chain has captured the imaginations of guests across the world. Delivering on the brand promise of a superlative experience demanded an extraordinary level of attention to ensure that every aspect of the stay was carefully orchestrated. While the hotel already had a rich database of guest information via preexisting property and customer relationship management systems and loyalty programmes, the challenge was to access, activate and monetise this data in a timely fashion.
There were opportunities for technology to step in - with predictive and well-timed guest insights to help staff operate at peak efficiency.
What We Did
Empowering staff with personalised AI insights
We deployed Gaia to activate data from PMS, and paired it with a tag on the room key to pull up relevant insights each time a guest approached staff. Staff received simple alerts on their smartphones enabling them to anticipate what a particular guest might want from their stay - their favourite dish at the restaurant, what they were allergic to, spa treatments or a thoughtful local itinerary. With the app, front office staff no longer spent valuable time relaying guest information to the next shift, but were freed up to create a personal relationship with the people in front of them.
- Highly targeted guest experience through staff app and guest room key
- Area correlation
- Business reports with operational impacts
The Impact
Achieving " wow " moments for every guest, not just VIPs
By bridging the gap between data gathered and data utilised, hotel staff were able to offer predictive services, creating truly personalised experiences for every guest. A data-driven, people first approach not only improved staff efficiency but led to positive feedback loop with consistently great service, driving loyalty and enhanced guest satisfaction.
- Higher guest satisfaction
- Increased efficiency in daily operations
- Better reviews
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