1. Luxury Hotels &
Technology-
An Analysis
By: AkramNehmé, Marie
Charbonnier, Alexandra
Humnicki, Yann Le Bris

2. Concierge Department- Evolution
 Previously, concierge services were based on direct
interaction with the customer
 Now a days, the concierge department has developed to
the flexibility of the consumer, allowing the consumer to
access information wherever and whenever they need it,
by continuous technological update
 However, giving it a personalized touch: using each
employees values and knowledge to create a constant
update of information.

3. Ritz Carlton’s Strategy: The Guest
Technology Experience
 The
core strategy of the Ritz Carlton, is to
adapt their technology to the client’s
habits, by using guest preferred tools
 Forexample, phone applications and
location based social networks using
SoLoMoto give guest trusted
recommendations, based on the guests’
current location and preferences, as well as
improving and facilitating the customer
experience

4. Ritz Carlton’s Strategy: The Guest
Technology Experience
 Theirnew strategy focuses on “Let Us Stay
With You”, to create lifetime memories, by
making sure the entire team of ladies and
gentlemen is at the guest service
 Passionate and evolved team full of
innovative and creative ideas to WOW the
guest by considering their habits and
preferences

5. Renaissance Hotels’ Navigator
Program
 The hotel’s strategy was to create a new search
engine for the guest, related to location or
activities including, food, spirits, retail, music,
entertainment, and culture
 The navigators’ database is developed based
upon employees ingenious recommendation
 Furthermore, the Group’s Navigator Program, is
based on all the hotels in the group, and all
employees working in the hotels, to create a wide
database

6. Renaissance Hotels’ Navigator
Program
 The ultimate goal is to create a platform for
guests with useful information, as a landmark
for the traveling guest
 Making sure all employees are present and
participating in creating the ultimate guest
experience

7. Ritz Carlton vs. Renaissance Hotels
Both Brands have changed their perception of the concierge guest
relationship , by using New Media and new technology to reach each
guest personally. They extend their personalization and availability of the
guest services by using guest preferred platforms and tools to provide
modern recommendations that suits the guests’ new lifestyle.
Ritz Carlton Renaissance Hotel
 Involving all employees on the field
 The concierge, develops in the concierge mission, creating
written and geo-localized for each location a unique &
advices available on based original database for unique
recommendations
on customer location.
 By creating videos and helping the
 Therefore, the guest can guest, the employee is therefore
empowered and more involved in
benefit from a direct the guest satisfaction mission
interaction (F2F) with the
concierge, and also whilst  From the client’s point of view, this
travelling, making them feel initiative creates a feeling of being
like the hotel is with them, welcomed & privilege d in
experience an “off the track”
rather, than the other way adventure
around.