Virginie Barboux, Deputy General Director in charge of Communication, the Digital and Guest Experience – Best Western Hotels & Resort

Best Western Montcalm

WHY LOUNGEUP?

“We chose LoungeUp because it presented a solution that could fit with our strategic vision centered around the guest experience and also centered around the guest journey.

We opted for two solutions offered by LoungeUp. The first solution is the e-Concierge, which has been integrated with our smartphone app, Best West e-Concierge. Thanks to this solution, the guest can both book their stay, get information on the Best Western Rewards program, and, of course, see all the information they need on the hotel where they are going to stay.

The second solution that we chose, is the stay email automation that allows us to accompany the guest throughout their journey with the brand, in advance of, during and after their stay.”

WHAT DO YOUR GUESTS THINK?

“Feedback is very positive, on both the e-Concierge and the stay emails. Notably the e-Concierge allows foreign guests, for example, to limit the language barrier and to have a certain amount of tourist information in a minimum of time, and the stay emails allow hotels to generate additional turnover thanks to the services that are pushed by the solution.”

HOW IS GUEST EXPERIENCE GOING TO EVOLVE?

“Guest experience is clearly becoming “phygital”, meaning that the guest is exposed to the brand both physically and digitally so businesses like Best Western have to know how to adapt to these new consumerism trends, dematerialize more and more their solutions and services. This is what we are trying to do at Best Western with LoungeUp notably by reflecting on instant messaging solutions.”

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