The chain’s mobile and self-service customer support aims to modernize and simplify the high-end guest experience
Ritz-Carlton Hotels and Resorts are rolling out mobile and self-service customer support to modernize and simplify the experience for guests. Their enhanced app features mobile check-in and check-out, real-time service requests, folio review, exclusive local content and offers, and mobile food and beverage ordering.
The Ritz-Carlton app, which is available for immediate download, aims to bring the legendary service of the luxury hotel company to guests’ smartphones. The Ritz-Carlton has conducted extensive consumer research and studied user preferences since the initial launch of the app in 2012 to ensure the next phase of mobile enhances global travel. They hope to connect more closely with guests through advanced mobile functionality and create content to better serve travelers.
On October 1, the app is due to launch a new shareable “Travel Poster” feature, which will enable guests to curate their own images with special filters, titles and stamps to create retro-style travel posters that uniquely capture their memories. They will then be able to share their posters across social media channels or save them to their device’s camera roll, so they can store the memory of their stay forever. Ed French, Chief Sales and Marketing Officer for The Ritz-Carlton, says:
The Ritz-Carlton is known for one-to-one personalized service, and the development of our App enables us to deliver that service efficiently, and also dedicate additional time to anticipate guest needs that are often unexpressed and attend to the all-important details. We also placed great importance on extending our travel knowledge and expertise to users to ensure we are launching an App they will find worth keeping on their device beyond a stay at one of our hotels. An abundance of travel tips and recommendations are also available for each destination where we have a hotel.