Introducing the Victoria Hotels Group

Les Hôtels Victoria comprises three three-star hotels in the 7th and 4th arrondissements of Paris: Hôtel de France Invalides, Hôtel Turenne Le Marais and Hôtel Vaneau Saint-Germain.

Their technological equipment:

• PMS : Thaïs
• Smart locks : Sesame Technology

The project

With a clientele that includes both tourists and regular business guests, the group decided to call on LoungeUp to harmonise guest relations throughout the three hotels.

The objectives of this collaboration:

• Digitize the guest relationship for greater flexibility (access to services, tourist recommendations and nearby restaurants, breakfast orders, assistance, chat, etc. directly on customers' smartphones).
• Centralize and manage customer data in a CRM‍
• Improving guest satisfaction
• Shorten check-in times
• and give guests the option to open their room door with their phone

✔︎ A smoother guest journey

LoungeUp has enabled the Victoria Hotels group to establish a more personalised and fluid guest relationship. Guests can access hotel services directly on their smartphone, order breakfast, request assistance or chat with hotel staff via instant messaging. Thanks to the app, guests can also receive tourist recommendations and discover nearby restaurants.

✔︎ A connection to the hotels' PMS

LoungeUp is connected to the software used by Qualitelis, Medialog and Jazotel hotels, which allows the group to better know its guests, personalise their experience and respond quickly to their needs, by centralising guest information in the CRM of the three hotels.

✔︎ The room key on the guests' phone

Hôtel de France Invalides also benefits from Sesame Technology, which enables guests to open their room using a mobile key . This is a QR Code sent by LoungeUp by e-mail and SMS, making check-in easier for the hotel, while reducing queues at reception.

The results

➤ More than 10,000 pre-stay emails sent
➤ 72% email campaign open rate and 45% click-through rate
➤ 2134 new customer email addresses retrieved
➤ 15,400 page views recorded on the app
➤ 4 minutes on average per session on the app

The LoungeUp solution has enabled Les Hôtels Victoria to improve guest satisfaction,facilitate the management of their three hotels, and better understand their clientele.  

To discover all their services, visit the websites of the 3 hotels:

• ‍Hôtel de France Invalides
  
• ‍Hotel Turenne Le Marais
• ‍Hotel Vaneau Saint-Germain