While hotel properties take many approaches – and use many forms of technology – to communicate with guests, Four Seasons Hotels and Resorts has made it more personal: Texting is viewed primarily as a service enhancement.
The company’s Four Seasons Chat relies on live responses from the staff rather than a chatbot. It works on nine platforms and allows guests to communicate in more than 100 languages before, during and after their stay.
Visual and audio cues alert the staff, who respond in an average of 90 seconds or less. Team members can loop in various departments to deal with specific questions or requests, and they stay connected through a staff app. They stand ready to field requests ranging from “I forgot my toothbrush” to “Can you line up a private jet?” A guest at the Lanai, Hawaii Four Seasons who lost her way while four-wheeling around the island was able to navigate back to the property with the help of texts from the concierge.
“The guest experience is our top priority, whether on property or when engaging with our brand digitally,” said Christian Clerc, president of worldwide hotel operations for Four Seasons. He says luxury travelers, more than ever, look for digital tools to make travel easier; Four Seasons Chat is a way to meet guests where they are.
