Starwood Hotels & Resorts

Top global hotel chain, Marriott International, selects QWASI to implement real-time mobile customer support

QWASI technology partnered with Marriott International to offer guests digital and personalized experiences to drive engagement and increase the use of Starwood Hotel services.

“The travel experience has become inherently mobile and we know our members expect to use their mobile devices to enrich their experiences. At Starwood, we are adapting to this ongoing evolution of customer behavior by continuing to integrate mobile technology into all aspects of the guest experience, both in booking and planning, as well as on the property.”

JULIE ATKINSON
SENIOR VICE PRESIDENT OF GLOBAL DIGITAL FOR STARWOOD HOTELS & RESORTS

0%

of travelers want greater digital customer experience from hotel brands.

PWC

$0bn

of guests say the ability to request service from a mobile phone or tablet is important to them and 65% of guests report that they will pay more for available technology.

INTELITY

0%

of millennials are more likely to book a hotel with tech amenities like keyless entry, Smart TVs, or mobile payments.

eRevMax

Exclusive Experiences
CHALLENGE

Encouraging guests to engage fully with digitized hotel services and experiences and become loyal customers.

Hotels have been working to improve the quality of their services and develop better means of communication with guests. Starwood Hotels and Resorts lacked an integrated digital platform to drive connectivity and engagement by visitors.

Soultions
SOLUTION

Giving visitors the ability to receive reservation alerts and updates, contact hotel staff directly, and utilize mobile services.

QWASI worked with Marriott International to activate the Starwood Hotels and Resorts to increase overall engagement with guests. QWASI Technology utilized digited assets and technology to elevate guest experiences with mobile access to hotel services, a platform to ensure two-way communication with staff and guests, and digitized resources. This digital integration aimed to drive hotel brand loyalty.

Results
RESULTS

+3x more productivity

+230% increase in guest communication

+25% increase in customer satisfaction

QWASI provides a flexible, contactless, management platform for hotels that drives engagement by creating gamified mobile experiences, offering personalized services and leveraging communication technology. This digital integration with Marriott International allowed the brand to communicate with over 1 million global customers and serviced an average of 35 percent more guests over mobile devices.

“The travel experience has become inherently mobile and we know our members expect to use their mobile devices to enrich their experiences.”

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