Case Study
How Noble House Hotels' Automated Messaging Increases Guest Satisfaction
At the River Terrace Inn,
A Noble House Hotels & Resorts Property
Summary
The pandemic increased guest needs for a solution they already wanted -- the ability to checkout from the conveniece of their phones. Additionally, staff needed an effective, streamlined way to consistently communicate, especially in turbulent time. Here's how Noble House Hotels used ALICE Guest Messaging to exceed customer and staff expectations.
The Challenge
Changing Expectations
Today's guests expect clear, consistent, real-time communication. That’s especially true in times of uncertainty, such as a pandemic or natural disaster. Noble House used ALICE Guest Messaging to build a dynamic automated communications workflow that adapted to each touchpoint, reduced staff workload, and delivered on guest expectations.
The Solution
ALICE Simplifies Guest Messaging and Experience
The pandemic accelerated the need for a solution that guests already wanted: the ability to skip the front desk and checkout from their phones. In response, Noble House utilized ALICE’s customizable Guest Messaging capabilities to promote a more convenient, touch-free checkout experience.
New communications needs from guests also accelerated a need for Noble House staff. To further improve guest experience, and decrease the burden on staff, Noble utilizes ALICE’s Automated Messaging segmentation capabilities and templates when occupancy surpasses 80%.
3 ways ALICE have helped Noble House Hotels
Optimize Communication
Task Tracking
Decrease Burden on Staff
The Results
ALICE Automated Messaging Drive Value for Guests. 80% of guests choose contactless checkout when offered. The results reveal how much guests value convenience – and how effectively Automated Communications increase guest satisfaction and reduce workloads.
