W Paris-Opera

A Better Guest Experience

70%

Average

Guest Engagement

15%

Of TripAdvisor Reviews mention Portier

Goal

Stay connected to and engaged with guests who choose to spend the majority of their stay exploring the city

Strategy

Leverage the mobility of Portier Phones and keep guests connected, informed and engaged everywhere

Method

Incorporate a W Insider branded city guide into the Portier Phones and keep guests engaged via chat

Results

Significant increase in positive reviews, engagement levels above 70% and an easier way to handle guest requests

samujana-portier-guest-engagement.jpg

Samujana Villas

Guest Engagement at a Distance

100%

Social Distancing

100%

Emotional

Guest Connections

Goal

Deliver social distancing measures, without jeopardizing the emotional connection between guests and staff

Strategy

Utilize Portier Phones as a source of education about the hotel and the environment and deploy direct chat to maintain guest engagement

Method

Edit content to reflect changes to the overall guest experience. Leverage chat messages to inform guests about safety measures and help when needed

Results

An emotional connection to guests that doesn't require physical proximity, and the establishment of guest experience 2.0

Banyan Tree Samui

Better Service, More Sales

218,000

Hotel Articles Viewed on

Portier Phones

21

Guest Sessions per Room per Day on Portier Phones

$2000

Additional Revenue Generated per Villa with Portier

Goal

Provide a superior service by increasing engagement and offering unique content and promotions to guests

Strategy

Leverage high engagement and open rate of Portier Phones and custom messages to drive better customer service

Method

Push relevant high quality spa content via the Portier Phone to guests staying in Banyan Tree villas

Results

Better in-room service indicated by 433% increase in number of in-villa spa treatments

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