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L'expérience client un levier de différenciation

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Fondée en 1997, 24 SàRL crée le changement. Au coeur de votre activité, nous vous proposons de mettre en place ou d'améliorer les performances de votre Service Clients.

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Hotels have started to create lobbies and common spaces that are a destination for both guests and locals. In part, the trend is in response to the rise of co-working spaces.

“The lobby seemed to be perpetually full with people talking, drinking and working.”

Marriott decided to create the brand in response to the rise of co-working.

In 2013, Marriott began the conceptual development of Moxy. Moxy hotels do not have a front desk, and guests check in at a bar where they get their room key and a drink.

Sheraton hotels will also be revamping some 450 existing lobbies, requiring each lobby to have something called the “productivity table.” The tables will have outlets, USB ports, and drawers that users can rent and lock. Lobbies will also have a private phone booth in the lobby, and meeting room spaces available for rent.

“It’s a new category in the hotel industry,” said Hans Meyer, co-founder of Zoku. “It’s a hybrid between a home and office with hotel services.”

“The more locals you attract to your lobby, the more genuine everything feels. And that is what travelers today are increasingly attracted by truly authentic experiences.”

For travelers, it may mean that instead of coming back to a quiet hotel room to finish the day’s work, you may find yourself in a vibrant lobby filled with locals and business travelers alike.

But as much as ethos and trends are discussed, a new kind of lobby will also create a new revenue stream for hotels.

All those artisanal coffee drinks and organic salad bowls do add up.

Voice of Customer Experience @24sarl
https://www.24sarl.ch/24SaRL/training.html

Source: Veille en tourisme

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labo.ch

Fondée en 1997, 24 SàRL crée le changement. Au coeur de votre activité, nous vous proposons de mettre en place ou d'améliorer les performances de votre Service Clients.

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