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 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
$2,000
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