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  • Meet Minneapolis: Travel to the Twin Cities this Summer for HITEC 2019

    We all know that travel can be a real hassle. So, what about a trip makes it worth packing up your suitcase, saying goodbye to your family for the next few days, fighting the airport and staying in a.

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    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • A Series of Must-Read Articles on Cybersecurity Produced by the HFTP Research Centers

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  • HITEC Special: Does EU GDPR Affect U.S. Hospitality Companies?

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Go Moment Receives Industry-Leading NPS

Go Moment ·18 April 2019
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, announced today that its Net Promoter Score (NPS) reached an all-time high of +63. Go Moment's NPS survey shows a three times higher grade than the industry average for Business-to-Business (B2B) technology companies, according to NPSBenchmarks.com.The Net Promoter Score, co-developed by Satmetrix, is the most widely adopted measure of customer loyalty in the world and has become the standard measure of customer experience performance among Fortune 500 companies due to its long-term proven linkage to financial performance. The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others, overall satisfaction, loyalty, and brand perception.Go Moment is most recognized as the creators of the award-winning Ivy hotel smartconcierge solution. Ivy utilizes text or voice messaging to automate common tasks and resolve guest requests in seconds while freeing up hotel staff to focus on guests. The platform also offers next-generation business intelligence and analytics capabilities that give hoteliers visibility into guest engagement and insights on the combined productivity of the hotel staff plus Ivy. Go Moment's constant innovations for Ivy continue to solve the challenges of delivering responsive, frictionless, 24/7 communication to guests staying at properties such as the OPUS Vancouver, Crystal Springs Resort, Rustic Inn at Jackson Hole, Lake of the Torches Resort Casino, and the majority of hotels across the Caesars Entertainment portfolio.NPS scores above 60 are tough to achieve and are usually associated with the most respected companies in the world. Go Moment's score of +63 is alongside well-known consumer brands with top NPS scores like Apple, Starbucks, Netflix, Tesla, Airbnb, and Amazon. A high NPS is even more difficult to attain for B2B technology companies, which usually score in the +10 to +25 range, making the accomplishment that much more impressive."Our score is particularly noteworthy because a NPS above 60 is rare, and this demonstrates the high levels of trust that hotel management and operations staff place in us," said Raj Singh, CEO of Go Moment. "This score confirms that we deliver on our promise of providing world-class technology, services, and ongoing support. We get enormous satisfaction knowing our clients appreciate our efforts and they would recommend us to their friends and colleagues. This level of validation shows our commitment to our clients' success through implementation, training, and optimization. We look forward to continuing to perform an outstanding job of serving our clients and partners."To learn more about Ivy and Go Moment, visit GoMoment.com.

What You Should Look For - and Avoid - In a Hotel Smartconcierge

Go Moment ·11 April 2019
Like its human counterpart, the hotel smartconcierge exists to provide unparalleled guest service, a key hospitality objective. Unlike its human counterpart; however, the hotel smartconcierge can handle millions of guest interactions simultaneously and accurately. Managing this load is just one benefit a smartconcierge provides to both a hotel and its guests. There are plenty more.Here's a list of what you should look for... and what you should avoid when considering a hotel smartconcierge:Considerations for GuestsEase of use: Technology tends to be adopted when it's intuitive to use; in other words when it leverages common behavior people are already used to doing. The hotel smartconcierge relies on one of the most common activities people do today - text messaging - to deliver guest service.Natural language: Research has revealed that people prefer and respond to AI with human-like qualities. A hotel smartconcierge that sounds and acts human while providing accurate and appropriate responses quickly wins guests over. When guests are comfortable, they'll be more likely to use the smartconcierge for future requests.Instant responses: We live in instant gratification times. In the hospitality industry, that heightens expectations even further. A good hotel smartconcierge responds in seconds, enabling guests to have more time to enjoy their vacation instead of waiting on hold or in line at a guest services desk.Ever-present: Even the top hotels with butler service cannot (and will not) be ever-present at a guest's side, but a smartconcierge can be. Because it's accessed by the guest's smartphone, the hotel smartconcierge is likely to be conveniently located in a pocket, a bag, or on a nearby surface - waiting to address the guest's whim or issue.Guest control: Not only is the hotel smartconcierge ever-present and conveniently available, but it can also be less interruptive. For instance, the guest can request something of the smartconcierge while in the middle of a meeting and check for the response only after the meeting has concluded. Alternatively, for guests who prefer do-it-yourself interactions to avoid dealing with a human being, they can complete tasks like virtual check-out through the smartconcierge.Seamless service experiences: When a smartconcierge cannot adequately solve a guest's issue, the smartconcierge solution should escalate the matter to a human (hotel staff) counterpart. That hand-off should be communicated to the guest and executed seamlessly without requiring the guest to repeat their issue all over again. The right hotel smartconcierge can manage this process flawlessly.When the hotel smartconcierge works as it should, hotels can expect markedly improved guest experiences and guest satisfaction scores to increase by 10-30%. These benefits alone could be powerful enough, but hotels with the right smartconcierge solution can realize additional gains operationally.Considerations for HotelsEase of integration/startup: Even the impressive technology might be a nightmare to install, to transition to, and to train staff on. Hotels looking for the right smartconcierge should look for ease of integration, meaning less than a week to go live. Also, ensure the solution has a proven integration track record with their existing PMS.Hyper-personalized messaging to best serve hotel objectives and guest needs: A casino resort has different objectives than a luxury resort in the rugged outdoors. The right hotel smartconcierge can be customized to address the specific requests of each property, including special promotions that can help boost engagement in on-site activities, check reward programs standings, and upsell revenue opportunities, to name a few.Constant, automated learning: Through advanced machine learning programming, an AI-powered hotel smartconcierge automatically and continually learns how to respond better. The more seamless and accurate the responses, the more it reduces the load on their human counterparts. And since the smartconcierge manages mostly redundant, repetitive requests, it not only frees up employees for more high-value interactions, but also improves employee engagement, sentiment, and retention rates. Most guest services personnel would happily give up having to answer the same mundane questions over and over again.Issue closure: A true hotel smartconcierge will follow a guest issue through until it's resolved, which means providing both the guest and hotel staff with follow-ups and alerts until the task is completeCommunications transcripts: When issues do need to be elevated to a human guest services representative, it can't be a seamless experience if the transcript of the guest conversation is not provided first. Such transcripts let the hotel staff immediately pick up where the smartconcierge left off and can also be reviewed and analyzed after the fact for trends and lingering issues the hotel needs to address.Simple staff portal: For human staff to serve guests and access communications transcripts, there needs to be a simple, easy-to-use dashboard which centralizes all the information in one place.Real-time analytics: Hotel operations leaders will want insights into how the smartconcierge-human counterpart tag-team effort resolves guest issues, leads to special offer redemptions and incremental revenue gains and improves satisfaction scores. Look for a solution that provides these data points in easy-to-absorb, real-time dashboards.What to AvoidA word or two of caution when venturing into the world of hotel smartconcierge or virtual concierge-like solutions: Look for a proven provider who has worked with properties like yours in the past, and further still, partner with one that specializes in the hotel and hospitality sector. The hospitality industry has unique needs and demands, and guest services isn't an area you want to gamble and lose on. Also, avoid solutions that aren't focused, try to do too much, or solve too many problems. You wouldn't ask your Director of Housekeeping to also be your property's Executive Chef, so don't expect your technology to excel if it is positioned as a jack-of-all-trades either. Look for a smartconcierge provider that knows their lane and has laser-focus on it. Be a smart shopper of your smartconcierge selection.
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The Rustic Inn Creekside Resort and Spa Continues Successful Partnership with Ivy

Go Moment · 4 April 2019
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today announced the continuation of its relationship with Jackson Hole, Wyoming-based The Rustic Inn Creekside Resort & Spa. The resort, which sought to deliver guest engagement through a simple and intuitive automated solution, chose Go Moment's smartconcierge Ivy to complement their high-touch service, optimize guest satisfaction, as well as promote and upsell amenities.The Rustic Inn Creekside Resort & Spa at Jackson Hole prides itself on its exclusive amenities, its rustically-refined environs, and a knowledgeable concierge team focused on capturing the wild beauty of a Teton and Yellowstone National Parks guest experience. The resort, located less than a half-mile from historic Jackson Town Square, sits on a 12-acre property that includes a full-service spa, outdoor pool, hot tub, sauna and a seven-acre nature preserve, complete with seasonal fire-pits, a wetlands walk, and on-site fishing. Accommodations at this palatial resort range from rooms and cabins to five different styles of spa suites.Ivy, which works in harmony with a hotel's existing human staff, provides near-immediate guest resolution to common questions so that staff can handle more complex ones. Ivy has been utilized by The Rustic Inn to seamlessly handle nearly 2,500 guest inquiries, meeting the Inn's goal of providing "human touch" via automated guest communications. Ivy now triages more than 53% of initial messages, and its implementation has led to a 4.77 out of 5 guest sentiment score. "We couldn't be more pleased with the results of using Go Moment's smartconcierge, Ivy," expressed The Rustic Inn Creekside Resort & Spa's Assistant General Manager, Winston Scofield. "We are thrilled at our continued partnership and celebrate our mutual success."Powered by advancing artificial intelligence, Ivy leverages 10s of millions of total interactions, using exclusive data to understand guest behavior and deliver a superior guest experience. Ivy's text and voice messaging solution ensures guest communications are natural and intuitive, and Ivy's automation addresses guest requests near-instantly, freeing up hotel staff to focus on higher-value interactions."We're very proud of our success with The Rustic Inn Creekside Resort & Spa," said Raj Singh, founder and CEO at Go Moment. "The beauty of Ivy's technology is that she's just as compatible with the guest service objectives of an exclusive boutique resort like The Rustic Inn as she is with a large Las Vegas casino resort. That's the power of AI-driven interactions that feel human and authentic, delivering improved issue resolution, guest satisfaction, and employee effectiveness."To learn more about Ivy and Go Moment, visit GoMoment.com.

High Tech Enables High Touch Guest Service

Go Moment ·29 March 2019
One luxury hotel representative described their high touch this way: "High touch is a corporate mantra. It means that each associate is empowered to work on behalf of the guests. Comprehensive guest profiles are kept that include information such as preferred pillow types, what they like in their mini bar, and other information to make the guests comfortable -- associates are in-tune with guests even before they ask for what they need."But does high touch have to conflict with high tech? Not at all. In fact, in today's world, luxury also implies high tech, which can manifest in several ways. More and more modern luxury hotels now come equipped with wireless broadband connectivity throughout the property such as wide-panel smart TVs, keyless entry, and even voice-enabled digital assistants. The reason? Because luxury travelers have come to expect that their hotels will at least maintain the standards these guests have in their own homes.High Tech and High Touch Can CoexistSo how do luxury hotels provide a high-tech experience above and beyond what guests already have at home and still deliver upon the high touch expectation? The answer is both simple and surprising: it lies in artificial intelligence (AI) that communicates in the lingua franca and with the energy and etiquette of a hospitality-focused human being.The term "AI" shouldn't fill the luxury hotelier with dread. AI in this context doesn't refer to drones or tacky robots. AI is merely a computer program that can learn for itself over time. AI's built-in learn-and-response feedback loop allows the program to improve and refine its responses over time, with the same intention of the human-curated guest profile containing pillow type preferences, for example. Only AI is much more powerful and can collect, manage and process far more data in a fraction of the time. In hospitality, imagine a kind of AI that acts like the private concierge, the 24/7 room service, and the personal butler all rolled into one. It's a smartconcierge, and it can act, communicate, and perform many of the same high touch guest services luxury hotels already deliver, just in an imperceptibly automated fashion, and faster than expected.Guest Experience Matters Most Every day, millions of simple guest interactions get handled. That these requests and issues get handled satisfactorily gets to the core of what makes a positive guest experience. Who does the handling isn't necessarily as important - no one complains when the bellhop brings extra towels up to the room instead of a member of the housekeeping staff. In hotels, guests realize that to some extent, roles are fluid as the hotel strives first and foremost to serve its guests.The role of the smartconcierge fits this model perfectly. Its role is to act as the front line for simple guest requests and either handle them completely or process them onto their human guest services counterpart. When the smartconcierge handles the guest request, it's a seamless experience - oftentimes guests merely think they're messaging with a member of the hotel's guest services team. When the smartconcierge elevates the guest request to a human counterpart, the entire guest conversation also gets passed along, furthering the seamless, satisfactory guest experience. In fact, a recent Capgemini Research Institute report found that 55% of consumers prefer interactions enabled by a mix of AI and humans, with 63% citing the top benefit of AI being "greater control over my interactions."In its Shaping the Future of Hospitality - Outlook 2030 report, L'Ecole Hoteliere Lausanne describes the need to make high tech work with high touch by facilitating an emotional connection. Communication fosters an emotional connection and satisfactory experiences (or unsatisfactory ones, for that matter) also evoke emotions. The role of the AI-powered smartconcierge is to provide highly satisfactory guest experiences that feel like natural language text messaging conversations. The guest communicates an issue like, "The wifi is slow, " and the smartconcierge responds just like its human counterpart would: "I'm sorry to hear that. I'll let our technical team know. Meanwhile, try this network: VIP Guest. The password is strongsignal."High Tech, High Touch Competitive Advantages When a hotel uses a smartconcierge as its frontline, it empowers itself with the competitive advantage of speed and capacity. A smartconcierge responds instantly - in seconds rather than minutes - requiring no phoning or walking down to the front desk, no waiting on hold or in a line. Guests can connect and engage the smartconcierge for what they want, when they want, using their preferred channels.And thanks to its technology, the smartconcierge can also handle hundreds of simultaneous requests in a way that a single human being can't possibly do. This capacity to handle simple, repetitive requests actually takes a huge burden off the hotel staff who can then be available to tackle more nuanced, high-value interactions. This kind of pay-off not only benefits the guests but the employees as well: research conducted by Cornell University's School of Hotel Administration has shown that hotels using smartconcierges have better-engaged employees by as much as eight percent per year.The bottom line is this: Brands that take calculated chances with smartconcierges to create better experience and value for their guests are going to be further ahead than their competitors that don't.
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Go Moment Webinar Details New Guest Messaging Casino Compliance Requirements

Go Moment ·21 March 2019
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, with its breakthrough smartconcierge Ivy, today announced that it will be hosting a free webinar on March 27th at 11:00 am PDT for the casino resort industry on new regulatory restrictions and compliance requirements involving SMS guest messaging.SMS (text) messaging guests is a low-cost, high value way to communicate with casino resort guests for marketing and guest services reasons, but the world of text messaging is also riddled with regulations and guidelines from cell phone carriers and the FCC. In this webinar, Go Moment will lead the compliance discussion and cover how to remain compliant with the Telephone Consumer Protection Act, carrier guidelines, and state regulations to ensure casino resorts do not end up paying an unintended price for breaking the rules. The presentation will be led by Go Moment CEO Raj Singh and expert casino marketing consultant Darren Withers. Pre-registration is required."Casinos everywhere are looking for revenue diversification and managing guest relations beyond the gaming floor," said Singh. "Leveraging SMS technology on and off the gaming floor helps facilitate communications, efficiencies, revenue and satisfaction that keeps guests coming back, but casinos also face unique regulations they must adhere to. We want to help explain the risks and rewards that come with this kind of guest engagement, and that's our motivation for hosting this webinar."Co-presenter Darren Withers is Tier 1 Certified by the Mobile Marketing Association and owner of NV Strategies, a casino resort marketing digital consultancy. He brings his domain expertise in SMS, mobile app deployment, and other digital marketing strategies to this webinar discussion.Go Moment's Ivy is currently deployed at over 30% of hotel rooms on the Las Vegas strip and within most hotels across the Caesars Entertainment portfolio. This timely webinar also preceeds the upcoming April 1st - 4th National Indian Gaming Associations (NIGA) conference in San Diego, at which Go Moment will be participating. NIGA attendees and media interested in setting up a meeting with the Go Moment team are invited to contact deborah@gomoment.com.To learn more about Ivy and Go Moment, visit GoMoment.com.

Humans and AI: How to Improve Guest Services in a New Collaborative Way

Go Moment ·14 March 2019
The Guest Services GrindDon't get me wrong. People in hospitality like serving people - it's what they do, and generally why they were drawn to the industry in the first place. But day-in, day-out, guests pose a lot of the same exact questions, have the same needs, request the same information: "What's the WiFi password?" "How do I get to the hotel gym?" "I'd like to have some more towels sent to my room." "When's checkout?" Fielding these same questions over and over again can start to feel like Groundhog's Day, and that's when burnout can set in.According to the Deloitte Workplace Burnout Survey, even passionate employees can suffer frequent burnout which affects how they feel about their company and their job:Nearly 70% of employees felt their employers are not doing enough to prevent or alleviate burnout within their organization;21% said their company does not offer any programs or initiatives to prevent or alleviate burnout;Nearly half of all millennial employees said they have left a job specifically because they felt burned out.AI To the RescueEnter AI solutions -- initiatives that relieve front line staff of some of the rinse-repeat cycles that lead to burnout and disengagement. AI can process volumes of data at scale. One single AI solution can take in multiple and concurrent inquiries and simultaneously send back appropriate responses. In hospitality, this means AI can be used to automate answers to common FAQs and manage multiple guest queries at the same time. Questions get asked and answered through an AI agent that guests access through their smartphone. This kind of AI agent - the "smartconcierge" - provides relevant, satisfying, instant answers to guests while at the same time relieving the employee of having to repeatedly do so (or do so as often).Smartconcierges have the intelligence to also know when they cannot help a guest -- when a human guest services agent needs to enter the equation. The smartconcierge then notifies the human agent and hands-off the entire conversation, context included, to the human agent so she can seamlessly pick up exactly where the AI agent left off. This limits guest frustration at having to start over, which in turn means a better guest experience. (Guests don't like boring repetitive actions any more than employees do!)With the smartconcierge in place as a guest's first go-to, the human guest services agent can instead focus on unique or higher-level, more stimulating problem-solving. This kind of AI solution actually ends up better engaging employees by as much as eight percent per year, as research conducted by Cornell University's School of Hotel Administration has shown. Research has also shown that better-engaged hotel employees directly correlates to employee retention and increased guest satisfaction, proven by higher Net Promoter Scores and TripAdvisor ratings. The employees win, the guests win, the hotelier wins - that's the win-win-win trifecta needed to succeed in this competitive market.Other Benefits to Hospitality AI-Human CollaborationThis winning combination of human and AI collaboration also has more hidden benefits but ones that are just as impactful:Smartconcierges are an agreeable way to get humans used to - an even interested in - what AI can do. Guests are already comfortable with text messaging, and smartconcierges leverage this common practice, enhancing it with human sensibilities. Hotel employees also interact with the AI on the back-end through simple, intuitive interfaces and see first-hand what the smartconcierge has already asked and answered for the guest. It's as simple as just reading someone else's messaging conversation... something we intuitively do with friends and family. In other words, smartconcierges humanize technology.AI makes the whole hotel smarter. Because smartconcierges collect interactive data that hotels can analyze to help improve operations, guest services, and the guest experience, nearly all employees can benefit and grow. In fact, when humans don't have to be bogged-down by dull, repetitive tasks, they can think more creatively, something AI can help them do. Recent research of 1,500 companies by Accenture found that firms achieve the most significant performance improvements when humans and machines work together.Humans + AI sell more together. While smartconcierges can promote suggestive selling - premium upgrades, room service order teasers, special promotional offers and the like - it's the humans who still need to think of what to sell and what the offers will be. AI is merely the technology to deliver human-devised sales content at the right time and in the proper context.The application of human and AI collaboration in hospitality creates far stronger guest and employee hotel experiences. If your hotel is looking to excel at experience, you need to explore this kind of collaboration today.
Article by Raj Singh

Top 3 Technology Trends Casinos Should Watch for at 2019 Oi Summit

Go Moment ·22 February 2019
In Las Vegas today, only 34% of casino revenue comes from gaming. Taking a cue from these Vegas figures, casinos everywhere are looking for diversification beyond the gaming floor. They quest to convert non-gaming amenities like hotel room stays into profitable revenue streams. They compete for entertainment dollars. They want to offer the ultimate guest/player experience -- one that is exciting and seamless -- so guests keep coming back. They can do this by leveraging the latest technologies, on and off the gaming floor.To prepare for this kind of diversified revenue future, here are three top technology trends attendees at the upcoming 2019 Oi Summit -- the operational intelligence conference for gaming operators -- should dial into:Omnichannel communications access for the guestToday's casino guests have more touchpoints than ever: emails, phone calls, concierge desks, and member services, for instance. And yet, casinos haven't had much luck achieving utilization of their own apps. Data shows that 80% of players likely won't ever download a casino-branded app, and of those who download these apps, as many as 50% don't even ever activate it by logging in. To accommodate evermore curious, demanding, and impatient guests, casinos need to make communications easier. They need to have download-free solutions that bring all forms of communications into one simple and seamless two-way platform.This two-way platform both answers guest questions like daily earnings, real-time players' club point balances, and common guest services, but can also offer up services like effortless entry into new drawings or booking dining or ticket reservations. Players on a winning streak don't need to leave their seat to receive services or check on their room status. This kind of simple, omnichannel communication improves the guest's overall experience and encourages loyalty and repeat visits.Hyper-personalizationWe are now living in a world where we are targeted online based upon our searches and browsing behavior. While this form of targeting is supposed to personalize and improve the user experience, it often misses the mark. Consumers feel stalked and often complain about irrelevant ads or suggestions. Casinos are fortunate: they have had an opportunity to course correct the failings of mistargeting. Why? Because they have far more customer interactions -- touchpoints -- with guests who also spend more time with the casino than nearly all other kinds of businesses. These touchpoints allow casinos to collect data that they can, in turn, use to their benefit with a solution called hyper-personalization.Hyper-personalization utilizes the combination of technology and human interaction to refine and improve upon the guest experience. Smart, AI-powered technology can learn from and customize each subsequent guest interaction for particulars like language, dining preferences, housekeeping requirements, special occasion desires, reminders and alerts, spa and other entertainment bookings, and methods of communication. It can do this at scale, concurrently managing individual and groups, while interfacing with many PMS and rapid response systems.Until recently, the notion of managing tens of thousands, even millions, of hyper-personalized guest interactions simultaneously and in less than one-second would have seemed impossible. Today, powered by technology, this is absolutely possible. In fact, before 2019 concludes, the number of these interactions may even exceed one billion.Business intelligence for operations managementThe shifting casino revenue mix presents a data challenge. How is the casino to know what's working and what's not working among its clientele when the clientele and their motivations for visiting vary so vastly? Casinos have multiple data sources feeding their intelligence: gaming tables and machines, players club activity, hotel and resort, food and beverage, as well as other transactions. If casino resorts now earn more than 60% of their revenues from non-gambling activities, it's more crucial than ever that they analyze their businesses holistically. The solution lies in having and employing real-time intelligent insights. Insights provided by technology.Today, many of the new technology solutions that offer deep business intelligence are driven by machine learning which means each prior interaction informs and improves future responses. The heavy lifting of data science and analysis has been made easier by this machine learning, but it's hard for big operations to pivot away from decades-old legacy systems. The pressure of this change creates friction, and for this reason, expect the topic of how to extract and leverage business intelligence to improve and optimize total casino operations management to be an important one in this and future years ahead.Much like the entire hotel industry, the casino industry cannot avoid the marching drum of disruption. Diversification of revenue, the connected consumer, and big data all play a part, and casinos will feel challenged at an ever-faster rate. I'm betting that the house will win.Go Moment is a proud sponsor of the OI Summit and I will be presenting on Tuesday, March 5th at 3:15 pm during the Mobile Apps, Artificial Intelligence, and Guest Experience panel, as well as at the 4:15 pm Gaming Operations & Technology track.If you are heading to the OI Summit event and want to meet up, send me a message and let me know.

Hotel Smartconcierges Going Mainstream

Go Moment ·14 February 2019
"Great customer service is [...] a systematic reinvention of established technology, data, and operations -- leveraging automation, data, and agents together to exploit each of their unique strengths." These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018. In her analysis, Leggett overviewed three broad customer service trends that also well-apply to the hotel industry: 1) Customers demand fast service anywhere, anytime; 2) Automation and artificial intelligence (AI) quells headcount increases; 3) Customer service operations must look to become more human. For hoteliers, realizing this thinking by implementing real-world solutions benefits the organization in several ways: operational efficiencies, revenue optimization, employee engagement, and increased guest satisfaction.To meet these guest service objectives, hoteliers have experimented with solutions like self-service check-in, mobile key room entry, and customized guest communications. With Skift estimating that there would be 3.6 billion global users of messaging by the end of 2018, many hotel groups like Marriott, Hilton, Hyatt, IHG, Virgin and Starwood now offer messaging services delivered through an array of platforms, from Facebook Messenger to WhatsApp to their own native apps. These apps may provide functionality like booking and room selection, pre- and in-stay guest communications, upgrade and special request submissions, and loyalty program and guest folio account review. But these apps often lack the kind of intelligence, automation, and data to more completely fulfill the promise Forrester's Leggett described.Intelligence is the key. Emerj, an AI market research firm, forecasts the top consumer application of AI over the next four years in the travel and tourism industry will be virtual assistants and chatbots. Analyst firm Gartner speaks of automated "intelligent agents that are going to be working on our behalf" in its Top Technology Trends for 2019. They, too, are talking about AI. The most robust of these hotel AI solutions, smartconcierges, go beyond mere messaging apps. Of the 19 relevant total digital initiatives for the hotel industry detailed by global consulting firm Roland Burger, the smartconcierge can fulfill half in its one tool.Smartconcierges not only provide conversational, intelligent, customized and instant responses to guests, thereby improving the guest experience, they also provide more overarching organizational benefits:Better insights that can be turned into better operational efficiencies. Smartconcierges are powered in part by machine learning - each prior interaction informs and improves future responses - and these interactions generate valuable analytics. Operationally, hotels can seek to improve efficiencies by analyzing which kind and how frequently guest concerns are resolved by the smartconcierge alone versus in tandem with the hotel staff or by hotel staff alone. Through smartconcierge analytics, the hotel can also see and address where break-downs in service or guest communications repeatedly occur. Wherever possible, the smartconcierge can be programmed to handle more of the guest communications and problem resolution, freeing-up human staff to handle more complex matters.Driving employee engagement. According to the Society for Human Resource Management (SHRM)'s Business and Human Capital Challenges Today and in the Future 2016 report, nearly two out of five (38%) HR professionals said maintaining high levels of employee engagement was currently their organization's greatest human capital challenge, and one out of five (20%) said it would remain the greatest challenge for the next 10 years. Answering the same basic guest questions day-in and day-out isn't all that stimulating for employees. By implementing a smartconcierge and reducing up to 20 or 30% of the need for mundane communications, hotels also help their staff. Hotels using a smartconcierge see an uptick in employee engagement by as much as eight percent per year the smartconcierge is used, according to a study conducted by Cornell School of Hotel Administration.Pushing new revenue opportunities. Whereas the human staff member cannot be ever-present by the guest's side, the smartconcierge is, and it can communicate timely and relevant up-service offers like restaurant and spa deals.Ensuring guest satisfaction and loyalty. Guests that have better experiences come away feeling more satisfied and more likely to recommend the hotel to friends and family. Through the smartconcierge, these same guests can be encouraged to post positive reviews on social media and to join loyalty and reward programs.What was a nascent tool not that long ago, the smartconcierge continues to go mainstream. Smart hoteliers look to smartconcierges as a sensible and accessible AI solution, one that takes them ever further into the modern digital age. Smartconcierges not only provide better guest experiences, but they're proving to be valuable to the whole organization. Here's my bold sweeping prediction about smartconcierge hotel adoption: over 25,000,000 hotel guest interactions will be handled by smartconcierges in 2019 alone.
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Go Moment Wins 2019 HEDNA Innov8 with Smartconcierge Ivy

Go Moment · 5 February 2019
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry - its smartconcierge, Ivy - today announced that it has won the prestigious HEDNA 2019 "Connected Like Never Before" Global Distribution Conference Innov8 challenge in Los Angeles. Selected from an exclusive field of eight pre-selected, pre-qualified technology providers, Go Moment's Ivy rose above the rest thanks to its timely and relevant ability to combine AI, voice, and the Internet of Things. The winning presentation, entitled, "Do Less with AI," and made by Go Moment CEO Raj Singh, showcased Ivy's role in the evolving guest service eco-system with its game-changing SMS-based hybrid human and AI guest service technology. The company's constant innovations for Ivy continue to solve the pain of delivering exceptional, frictionless 24/7 communication to guests. The average resolution time for guests served through Ivy is measured in seconds, not minutes."Today's hotel guests expect seamless, mobile-enabled experiences like those created by digital leaders like Uber, Facebook, and Amazon," said Singh. "To remain competitive, hotels need to not only have a great product, but smarter and faster service. Google has recently claimed, 'Assistance is the next battleground for growth,' and with Ivy, hoteliers can meet this battle head-on. We would like to thank HEDNA for recognizing Go Moment and Ivy with this win. We encourage all hoteliers to test Ivy's capabilities in not only providing world-class guest assistance, but also in improving guest engagement, reducing the burden of low-level issue resolutions requiring staff intervention, increasing folio revenues, and more frequent postings of positive hotel reviews."Just as Ivy's artificial intelligence learns constantly, Go Moment is also committed to the constant learning and enhancement of Ivy's technology. For instance, the platform now offers groundbreaking, next-generation business intelligence and real-time analytics capabilities that give hoteliers unprecedented visibility into guest engagement and communications at scale and insights on the combined productivity of the hotel staff plus Ivy."Our HEDNA Innov8 win once again affirms that hotels are ready to focus on innovations like ours that marry human interactions with AI," said Singh. "Go Moment continues to develop our solutions based on feedback from our clients, partners, and industry leaders. In the year to come, we will be announcing some exciting new expansions to our AI product suite, which will also contain even more powerful business intelligence, new booking revenue opportunities, and guest sentiment insights. We look to always raise the bar and be a vehicle to bring the pioneering hotelier's ideas to life."HEDNA (Hotel Electronic Distribution Network Association) is the only global forum exclusively dedicated to the advancement of hospitality distribution through strategic collaboration and knowledge sharing. The organization's global conferences deliver the most comprehensive information, insights, and dialogue on trends in hotel distribution. Participating hoteliers discover effective engagement methods and discuss the latest technological advancements needed to compete in today's dynamic hospitality landscape.Visit GoMoment.com to schedule a demo to learn more about Ivy.
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Smartconcierge Ivy Selected for 2019 HEDNA's Innov8 on Jan 30

Go Moment ·24 January 2019
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry - its smartconcierge, Ivy - today announced that company CEO Raj Singh will be presenting Ivy's technology at the 2019 HEDNA "Connected Like Never Before" Global Distribution Conference in Los Angeles. Singh will be showcasing Ivy's role in the evolving guest service eco-system during HEDNA's popular and exclusive Innov8 session, where only eight leading professionals from across the hotel distribution industry are given the opportunity to present. In the past 12 months, Singh has been a featured speaker at more than 10 top-tier travel industry events including HITEC, Carlson Wagonlit, Young Presidents' Organization (YPO), Plug and Play Winter Summit, and Hotel Interactive BITAC."We're seeing a massive shift in guest preferences towards connected, on-demand service, and Go Moment is constantly innovating to enable hoteliers to stay ahead of these trends," asserted Go Moment CEO Raj Singh. "Expectations that used to be set by the hotel down the street are now being set by digital players like Uber, Facebook, and Airbnb. The only way to remain competitive is to have great product and provide more outstanding guest experiences. With Ivy, hoteliers can up their game, their guests' experience, court guest loyalty, increase folio revenues, reduce staff-handled problem resolution, and measure it all with world-class business intelligence and analytical insights. We're excited to have been chosen to present Ivy and her fast-improving smarts to HEDNA's audience."Singh's forward-looking HEDNA presentation will cover the direction of the hotel industry is taking in areas like voice, AI, and the Internet of Things. With its game-changing SMS-based hybrid human and AI guest service technology, Ivy bridges the gap across these three areas. Go Moment's constant innovations for Ivy continue to solve the pain of delivering exceptional, frictionless 24/7 communication to guests. Ivy welcomes every guest after check-in and seamlessly addresses and automatically resolves guest questions and requests instantly, freeing up staff to focus on delivering top-notch service. Ivy also provides up-sell and marketing opportunities to generate additional revenue, and, through its survey feature, boosts the guest feedback loop to increase the amount of five-bubble reviews on TripAdvisor.HEDNA (Hotel Electronic Distribution Network Association) is the only global forum exclusively dedicated to the advancement of hospitality distribution through strategic collaboration and knowledge sharing. HEDNA's global conferences deliver the most comprehensive information, insights, and dialogue on trends in hotel distribution. Participating hoteliers discover effective engagement methods and discuss the latest technological advancements needed to compete in today's dynamic hospitality landscape.Visit GoMoment.com to request a meeting at HEDNA or to schedule a demo to learn more about Ivy.

Major Trends to Watch for at HSMAI NY Conference

Go Moment ·17 January 2019
As I think about what to get excited about at HSMAI's Digital Marketing Strategy Conference 2019 taking place later this month in New York, the fast-evolving guest experience comes to mind. And, of course, hotel guest experience in 2019 will be enabled by more and better technologies. Here's what I see trending:The Impact of Voice-Enabled Intelligent AssistantsSmartphones already come with voice-activated assistance built-in. Amazon recently revealed it had sold over 100 million Alexa-enabled devices. Google announced that 1 Billion devices support its Assistant product. This news validates that people are not only getting used to giving voice commands to their phones but that they want to control everything with their voice. "By 2022, Juniper Research predicts that Americans will be using nearly 900 million voice-assistant-enabled devices across smartphones, tablets, PCs, speakers, TVs and cars, a 95% increase over today," writes NPR's CMO Meg Goldthwaite in Ad Age.Think about the implications of this. Consumer adoption of AI has finally reached a tipping point. People's behaviors and expectations of technology-enablement are changing once again, especially when the technology - voice-activation -- is so easy to use that it doesn't feel "techie" at all. Google's data shows that 70% of Google Assistant requests are expressed in natural language and that one in three people globally will use digital assistants to search for and book travel. In fact, just this week, Google announced that it had added hotel booking and flight check-in for U.S. users of Google Assistant. According to Phocuswright, as many as 35% of those age 18 - 34 and 28% of 35 - 54-year-olds are already using smartphone digital assistants to book their hotels.What guests are already doing with their smartphones and in-home devices, they also want to do in their hotel rooms. As early as 2016, Aloft hotels started integrating Siri voice-activation into their rooms. By May 2018, Microsoft's voice assistant Cortana had a working integration with Alexa-enabled devices, and in June 2018, Amazon launched Alexa for Hospitality with Marriott onboard -- guests can use their in-room Alexa to personalize their experiences and request hotel services. Hyatt and Google also just teamed up to bring Assistant to more hotel rooms. And at this month's massive CES (Consumer Electronics Show) in Las Vegas, voice tech was everywhere: from trash disposals and other household appliances to cars, televisions, and shower systems to name a few. Voice is where it's at: when a trend proliferates at CES, we all better pay attention.Innovative Technologies Will Continue to Disrupt HospitalityWhen I think of hospitality disruption, my Top Three are artificial intelligence/machine learning (AI/ML), the Internet of Things, and voice. I just covered voice, so let's discuss the other two. I recently wrote a piece, "A Guest-Centric Future Powered by AI," in which I described how AI works and how it can be used to automate and simplify many of the rote volume tasks that hotels have to contend with every day. These days, guests value their experience above all else. AI can also be used to improve guest experiences by anticipating and delivering useful content, extracting useful guest feedback, and drastically expediting service.Because the programs informed by AI are capable of improving over time, they can continue to improve the speed, quality, and relevancy of guest communications. This learning power makes AI an incredible tool for accelerating predictive analysis and decision-making. Think of all the various decisions hotel management contends with on a routine basis. Decisions about pricing and revenue optimization, inventory management, marketing, staffing, guest services and more. Then imagine having the hard, predictive work already done. Management can make decisions faster, or, in some cases, have decisions fully automated and already put into action. AI even learns from and avoids the repeating of bad decisions, something that's sometimes hard to teach to its human counterparts.When it comes to the Internet of Things (IoT) and its application in hospitality, I've already referenced the emerging appearance of intelligent assistants in hotels. Connected devices guests already use at home and in their own lives -- smart thermostats and room lighting, smartwatches and fitness monitors, mobile-activated keyless entry, wireless headsets, smart TVs, even medical and safety alert devices - are also beginning to be offered at hotels. Hotels are also concepting useful IoT that guests might want but which they do not find at home -- things that will further surprise and delight them: A wall-length smart mirror in front of which they can do their morning core-toning regime and on which their vital signs appear. A projected keyboard that turns the in-room smart TV into a fully-functioning work station without the guest having to lug a laptop on vacation. A smart wine dispenser that pours a perfect glass of wine that's ready by the time the guest merely opens the door. This is the kind of enhanced hotel stay future we can expect with IoT.Advancing personalization while managing consumer trust and GDPR Personalization has been an elusive holy grail for the travel industry. What guest wouldn't want an experience that wasn't completely and perfectly customized for them, right? The problem is that this kind of perfect personalization is still nearly impossible to pull off. There are too many disparate data sources, too many duplicative guest records, and guests are not yet ready to willingly part with all of their data in order to get the kind of personalization that we all imagine they want. Layer on top of this the new European Union General Data Protection Regulation (GDPR) and very public data breaches like the one Marriott revealed late last year and delivering this kind of optimized personalization becomes even more of a challenge. The industry has to contend with both technical and consumer trust issues. Look for this to be a hot topic for both marketing and hotel operations.As we look at the year ahead, it's clear to see that the mounting pressure to provide extraordinary guest experiences will continue to force hospitality marketing and operations closer and closer together. As hoteliers continue to adopt and adapt to new technologies, they'll be challenged to do so at an ever-faster pace. It makes for an interesting landscape, with a select few players having actually elevated the guest experience for tens of millions of guests. The interesting question to ponder at HSMAI may be, who will deliver a fully-connected and seamless guest experience to one billion guests first?
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Go Moment first to introduce Enterprise-Level real-time guest engagement Business Intelligence (BI) solution focused on texting

Go Moment · 8 January 2019
Go Moment, the world's largest provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today announced Ivy Analytics 2.0, the world's first Enterprise-ready real-time hotel guest engagement and staff productivity business intelligence tool.Facilitated by the implementation of Go Moment's smartconcierge solution, Ivy, these cutting-edge business intelligence and analytics capabilities give hoteliers unprecedented visibility into guest engagement and communications at scale. Hoteliers get an immediate snapshot of guest issues, which then influences hotel operations and evolves the guest experience by proactively reducing unanticipated or unaddressed guest service concerns. Go Moment's robust Ivy Analytics provides insights on the combined productivity of the hotel staff plus Ivy. One Go Moment client, for instance, could see that Ivy had saved its staff 900 hours in the last year, with Ivy's response time averaging 0.1 seconds.Go Moment's new data platform enhancements enable hotel group executives to review their analytics on a per-property basis, viewing success benchmarks and trends over time. These metrics can then be compared against other properties or in relation to a competitive set of other hotels. The top three features of Go Moment's new real-time analytics that hotels use to drive success are:Response time by all staff, with Ivy included -- This powerful benchmark also reveals consistency in service. Top-performing hotels with Ivy have a two-minute or less resolution time, improving guest engagement rates and raising guest satisfactionReal time guest sentiment and campaign activity - Hoteliers can better grasp the impact of service delivery on guest satisfaction. This conversion datapoint looks at guest feedback at mid-stay, and how many guests look to write positive reviews.Resolutions of guest issues by staff versus resolutions by Ivy -- This metric reveals Ivy's multiplication factor relative to hotel staff communications. Go Moment offers custom improvements to the smartconcierge AI-driven responses to further enhance Ivy responses and automation rates over time.Other analytics include total outgoing and incoming messages, number of times guests are successfully reached, total unique guest responses, engagement rate, and average staff resolution time per user and as detailed as hotel staff person by name. Staff using Ivy were measured to be 8% more engaged per year."Go Moment continues to rapidly develop based on feedback from our clients, partners, and industry leaders in order to deliver world-class business intelligence and analytical insights to hoteliers," said Go Moment CEO Raj Singh. "We are thrilled to be the exclusive provider of real-time analytics that enable hotel management to better measure and control the entire guest experience. We commit to providing hoteliers innovative, easy to use solutions that lead to fast improvement of the guest experience and loyalty. We look to constantly raise the bar and be a vehicle to bring the innovative hotelier's ideas to life."Later this year, Go Moment will announce exciting new expansions to its AI product suite, which will also contain powerful business intelligence, new booking revenue opportunities, and guest sentiment insights.To learn more about Ivy and Go Moment, visit GoMoment.com.

Generation AI - How Hotels Are Adapting to the Demands of More Millennial Guests

Go Moment · 3 January 2019
In the year 2020, one short year from now, the oldest millennials will turn 40, a milestone birthday. This means that millennials, currently the most significant consumer demographic, have been booking hotels stays for nearly 20 years. They have been the first generation to be able to use the Internet and mobile technology to research, book, and experience their stays. For this reason, they're called the Do-It-Yourself Generation. And these DIYers demand experiences that have caused hotels to scrutinize many aspects of how they do business.Hoteliers recognize that millennials -- and their successor Gen Zs -- communicate differently. They also want experiences that are personalized, context-aware, and unfolding in real time -- something humans aren't always capable of delivering. To evolve and accommodate these next-gen guests, hotels have implemented changes, from hotel design and amenities to guest services. Some of the most recent technological adaptations for hotels bring together human expertise and machine intelligence creating a seamless, better real-time experience for the guest. Generation DIY is opening the door to Generation AI.A New Era of Customer ExperienceMillennials are incredibly focused on experience. They earn less money and take fewer vacation days, so they want to make every vacation dollar spent count. They command extraordinary experiences with top-notch customer service - 56% of Millennials moved their business from at least one company in the past year due to poor customer service. In fact, customer experience is increasingly defined by customer service, with 76% of all generations now viewing customer service as a "true test" of how much a company values them.However, millennials, unlike preceding generations, don't want in-person interactions when it comes to customer service. Sixty-six percent of millennial travelers avoid talking face-to-face with a real person to receive service, and 72% believe a phone call is not the best way to resolve a service issue. Instead, this DIY Generation wants instant, self-service solutions. It's almost a visceral need: 69% of millennials say that they feel good about themselves (as well as the company they are doing business with) when they resolve a problem without talking to a company representative!To meet the millennial guest where their guest experience needs are, hotels must understand millennial communication preferences. What do they prefer?Using connected devices, especially their smartphones - according to the Adobe Digital Index, on average, millennials own 7.7 connected devices and use 3.3 each dayTexting, because...They want responses fast, on-demand and without added friction, but...They like, want and expect brand engagement, and...They're open to experimenting with new and more intelligent devices and platforms like voice-commanded assistants.The disintermediation of frontline human customer service by millennials led one recent headline to summarize their preference this way: "Help Me Help Myself or I'm Out."Getting by with a Little Help from AIFortunately for hoteliers, there's another new intelligent platform on the scene to meet millennials where their demand lies: the smartconcierge. Inspired by human concierges, the smartconcierge is a machine learning tool powered by artificial intelligence, which is programmed to anticipate and meet guests' needs, instantly. Weak Wi-Fi signal? Ask the smartconcierge for help. Need a sushi restaurant recommendation and reservation. The smartconcierge can handle that. Want poolside bar service? Ping the smartconcierge. A response will be returned in less than one second. First generation smartconcierges deliver service through smartphone messaging, but they are also now being integrated into voice assistants as well.The smartconcierge's AI enables it to interpret guests' needs by context, preferences, and prior requests. Then, the smartconcierge delivers timely and relevant answers, additional content, and special offers. Its powerful technology not only adroitly meets the needs of millennial guests, but all guests, freeing up hotel staff to focus on more complicated requests. And when the smartconcierge can't handle a request or a cannot satisfy a guest, it knows to elevate the request to a human counterpart in guest services to take over. At that point, the smartconcierge updates the guest with status alerts until the matter is fully resolved. A happy guest is a loyal guest.The smartconcierge also provides "up-serving" and guest experience enhancement opportunities. Hoteliers can push VIP invites, special gatherings, event tickets and more through the smart concierge.All of these smartconcierge features serve to surprise and delight the DIY Generation who then do what every hotelier hopes they'll do: write rave reviews of their stay and shout-out their awesome smartconcierge. In short, hotels that want to drive incremental revenues and capture the imagination and loyalty of high expectation-propelled millennials would do well to adapt to emerging AI tools like a smartconcierge quickly.

A Guest-Centric Future Powered by AI: Taking Guest Relationships to the Next Level

Go Moment ·13 December 2018
Leisure travelers love to wait in lines, on-hold on phone calls, and spend a bunch of time on their device of choice researching and booking reservations, excursions, airport transfers, right? No, of course not! And yet, think about many of today's initial arrival and subsequent hotel guest experiences: Guests who have to wait in line to check in. Who arrive in their room and perhaps find some amenities missing or extras desired. Who have to navigate an imperceptibly-small, under-detailed rendition of the property's map to determine how to get where they want to go. And who, before they even begin to enjoy their vacation time, feel the urgency to book their dinner reservations just so that they have the peace of mind of during their stay.We, as an industry, can do better with an innovative solution: let artificial intelligence sweat the small stuff that hoteliers used to have to staff-up to manage. Use that AI in the powerful combination with your existing skilled human workforce to take your guest relations to the next level. Here's an overview how.Don't let the term "AI" scare youThe AI applied in hospitality today doesn't refer to some futuristic cyborg or even playful-looking robots bringing towels to a guest's door. AI is merely a computer program that can learn for itself over time, instead of requiring the programmer to write code for every possible outcome. It's a learn-and-response feedback loop that allows the program to improve and refine its responses over time. Think about a recommendation engine on Netflix or Amazon - as you rate your movie preferences or buy certain items, these sites make more and (and hopefully) better customized recommendations to you. Think about voice assistants like Apple's Siri or Google's Home. They are constantly learning and growing, both in terms of the devices' collective intelligence and then in its customized output for the individual user. The more collected inputs these AI algorithms gather, the better and faster they can deliver refined outputs. When AI is deployed to serve human customers, the goal is to provide a better, faster, more customized and consistent experience. A satisfied customer means a loyal consumer, which increases product or service consumption and generates revenue now and in the future.Now put this in the context of guest services. Many common guest requests get repeated over and over: check-in/check-out/stay extensions, room changes, wake-up alarms, housekeeping and room maintenance services, restaurant reservations or in-room dining orders, even special occasion recognition. Imagine being able to automate the back-and-forth flow of communications of these requests and to integrate them with both your human interactions and back-end technologies, and deploying the fastest, best solution in potentially seconds rather than minutes, depending upon what the situation requires. Think that time savings alone would make for happier guests? Absolutely!AI improves the guest experienceSome of this automation has been happening for a while. Guests already can, for example, check out using a dedicated in-room television guest services channel or mobile app. Some hotels have loyalty programs that track guest preferences and strive to ensure these preferences are pre-accommodated for the guest's stay. But these hard-coded, static solutions aren't intelligent; they aren't dynamically learning and improving. Most importantly, almost no guests actually use any of these solutions! One senior leader from a 500+ room hotel reported that only about 14 guests per month checked out using a TV or an app.Today's AI - like smartconcierges -- can actually up the ante for guest services because they are proactive, dynamic, and can learn to predict and detect differences in circumstances, to react differently, and to deliver different outcomes as the situation calls for. AI can communicate with hundreds of guests at the same time, in real-time, on the guest's terms. AI can be programmed to upsell and up-service, and it can do so, even while handling voluminous and concurrent guest requests without skipping a beat. Plus, AI provides measurable, useful analytic data that its human counterparts could never give.When it comes to AI, though, the travel and hospitality industry hasn't kept pace with the rest of the big industry sectors. According to 2017 research by the McKinsey Global Institute, 40% of all businesses are just waiting on the sidelines, contemplating AI, and of all the industries, Travel and Tourism ranks in the bottom three for low AI adoption. In 2011, analyst firm Gartner predicted that, "By 2020, 85% of customer interactions will be managed without a human." Think about all of the highly intuitive interactions that now get initiated and/or completed by mobile apps, voice commands, recommendation engines, logins that pre-populate profile data, IP addresses and GPS data points that help identify a guest's location, and you can begin to see that Gartner may not be that far off in its predictions. This world of ambient computing or ambient intelligence, as it's now being described, will continue to transform the hospitality industry and the world as we know it.People have come to expect guest experiences that, at the bare minimum, mimic those that they have in their everyday lives. But when it comes to travel, today's guests expect even more. They expect unparalleled and connected experiences, and hotels must deliver. Future-proofing guest service requires that hotels must provide consistent, personalized, real-time, and omnichannel experiences. Today's AI solutions can help them achieve that.
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Award-Winning Opus Hotel Selects Ivy Smartconcierge to Exceed Guest Expectations

Go Moment · 6 December 2018
Go Moment, the world's leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today announced that they have welcomed OPUS Vancouver to a rapidly expanding roster of notable clients. Now, following check-in, guests staying at the luxury property are greeted by Go Moment's smartconcierge Ivy, who actively responds to common questions, and personalizes their stay at every touchpoint, enabling guests to communicate with the ease of messaging.The OPUS hotel is the only boutique hotel in Vancouver to receive the coveted Forbes Four-Star rating from 2013 through 2018. They have also been honored for three consecutive years on Conde Nast Readers' Choice Awards 2018 Top 25 hotels in Canada and named "Top 5 Trendiest Hotels in the World" by TripAdvisor. Featuring the highly-rated Italian Restaurant La Pentola and fitness center, and known for planning epic excursions for their guests, the upscale property, located in the hip Yaletown neighborhood, remains one of the most popular choices for business and leisure travelers alike.By implementing Ivy, OPUS has already benefited from increased service levels and efficiencies. "Enhancing the experience for our guests has always been a top priority for us, and we are extremely excited to have Ivy as part of our team," explains Nicholas Gandossi, General Manager at the hotel. "We are already getting fantastic feedback from our guests about how much they love their super helpful 'personal' concierge. Through Ivy, our guests learn and seamlessly book exciting outings, dinners, massages, spa appointments in and around Vancouver. Ivy not only created a personalized experience for our guests, but she has developed a personality as a member of our team. People always ask to meet her and thank her for her help!"Powered by advanced technologies including AI, Ivy utilizes text or voice messaging and leverages human expertise and automation to resolve guest requests instantly, freeing up hotel staff to focus on high-value interactions and enhancing the overall guest experience. By leveraging intelligence gained through tens of millions of interactions, Ivy uses exclusive data to understand guest behaviors, ensuring communications are natural and intuitive. The engagements are designed to not only increase revenue per guest stay but also to provide guests up-to-date information on hotel services and activities at their fingertips."We have worked with many technology products in our 16 years, Go Moment is the most personalized and fun to engage with," adds Gandossi. "The roll-out process was quick and seamless, and the platform, which integrates to our PMS, is completely turn-key, offering us incomparable insights and opportunities to expand our business well into the future."Ivy is also responsible for checking in on guests' satisfaction mid-stay. In the event of a negative response, Ivy passes the issue along to the hotel, allowing for a proactive fix to be made before a negative review comes in."When OPUS Vancouver first reached out to us, they were seeking a new virtual concierge solution that was innovative, responsive and efficient," said Raj Singh, founder and CEO at Go Moment. "Once we demonstrated Ivy's pioneering guest engagement capabilities and in-depth analytics, their team had the confidence to make the switch. We're thrilled to partner with OPUS and look forward to helping their leading hotel drive higher service, loyalty, sales and ROI."To learn more about Ivy and Go Moment, visit GoMoment.com. About OPUS Vancouver OPUS Vancouver is more than a boutique hotel to stay, it is something to be a part of. Perfectly situated, adjacent to picturesque False Creek waterfront and surrounded by the city's best restaurants and lounges, we're perched in the best location in downtown Vancouver. At OPUS Vancouver we think cookie-cutters are for baking, so we threw ours away when we designed our award-winning 96 room downtown Vancouver boutique hotel. With striking design, personality plus, and a fabulous location, OPUS appeals to savvy travelers who prefer their lodgings with a little more flavor. Check out our virtual tour to see for yourself! About Go MomentIvy, powered by Go Moment, is the world's first smartconcierge for hotels. Ivy brings together human expertise and machine intelligence in a seamless experience for the guest. Via messaging, Ivy answers routine guest questions like "What's the Wi-Fi password?" in less than one second, reducing calls and disruptions to the hotel staff. Ivy provides conveniences like fulfilling guest requests, booking restaurant reservations, and accessing offers that enhance the guest experience from anywhere, at any time. Ivy has served tens of millions of guests, and she's often recognized in TripAdvisor reviews for providing exceptional service.

Increasing Guest Engagement and Revenues Using a Smartconcierge

Go Moment ·29 November 2018
Enter the smartconcierge. Leveraging a common activity that consumers already comfortably do messaging the smartconcierge is a next evolutionary step for hotels to provide exceptional guest service. Unlike rudimentary chat bots with limited scripted responses, todays smartconcierge combines machine intelligence with human customer service in a seamless experience for the guest. Even better, a smartconcierge continues to learn and become even smarter over time.Inspired by their human counterparts, smartconcierges anticipate and meet guests needs by context, preferences, and prior requests, then deliver timely and relevant alerts, content, and offers. Without such intelligence, how else could a guest who asks, I need help getting Gwen Stefani concert tickets tonight not only get a 2-minute response, but also have tickets delivered via email, with a text notification ten minutes later offering transportation to the concert? How could a mere chat bot know where in the world this guest was, when tonight was, where the concert location was, and if there were seats available to book? Thats the power of the smartconcierge.Benefits of SmartconciergesUnlike a human concierge -- who wouldnt be expected to help book a return reservation or help dispatch housekeeping -- smartconcierges serve as the guests single point of contact for their entire visit. In the spirit of hospitality, why are hoteliers today taxing the guest with figuring out which department to route their query to? By reading between the lines in the guests message, smartconcierges automatically route issues to the appropriate staff member. This enables the guest to control their entire hospitality experience with a few taps on their mobile device from anywhere, at anytime.Smartconcierges are more successful at delivering exceptional guest experiences because the smartconcierge constantly learns to cover every scenario that may arise in a guests journey. That learning is retained and used in future situations. This breadth helps fulfill not only the guests service needs, but it truly transforms the request fulfillment process. Simple transactional asks like more towels, the hotel WiFi password, or borrowing a phone charger and even more complicated ones, like booking dinner reservations or finding show tickets, can be satisfied with record efficiency by the smartconcierge. This speed and effectiveness reinforces smartconcierge usage. Many guests even report finding the smartconcierge experience fun -- like a game or buzz, the way the back-and-forth of everyday messaging is! When this kind of interactivity works well, it drives guest engagement to new highs without requiring more staff. What hotelier wouldnt want that?Pleased with unprecedented convenience, guests quickly learn to message the smartconcierge first, which frees up human staff for customized requests. What used to take a hotel up to eight separate staff members to address can now be handled by one smartconcierge, enabling the hotel to regain as much as 30% of guest service man-hours. The smartconcierge can also be seen as an amenity and an enhancement to the on-property staff, who may not have time to handle simultaneous guest requests during peak hours.Using a messaging-based smartconcierge comes naturally to most guests. Messaging now represents 12% of the five hours per day that US consumers spend on their mobile phones, and 86% of travelers already say they want to interact with their hotel via their smartphones. To todays guest, this means not having to pick up the hotel room phone and call someone, possibly wasting time having to wait on hold before even being able to ask for help. With their handy smartconcierge, even off-premises guests can easily message for assistance, which gets provided with the same immediacy as if the guest were on-site. The real-time gratification provided by the AI-powered smartconcierge has led guests to use it ten times more than calling for human assistance. Plus, AI-powered smartconcierges are mindful of etiquette and exhibit a can-do, positive disposition 24/7 smartconcierges never get harried or have a bad day.But smartconcierges do more than just respond to inbound guest inquiries. Their hybrid programmed and organic intelligence also enables them to proactively anticipate needs by checking on guests and asking them questions that can enhance their stay, avoid guest issues, and deliver up-serve revenue opportunities. For instance, offering a guest a late check out for a modest fee, an incentive for extending their stay, or even food and drink suggestions all adds revenue to the hotels bottom line.With each positive and satisfactory guest experience comes incremental improvement in brand reputation and customer loyalty. The new-ness factor of these intelligent smartconcierges still has the ability to delight the guest with each interaction, so much so that guests often write about these smartconcierges in glowing online reviews using words like classy to describe their enhanced experience. One guest from Nobu Las Vegas raved, Excellent guest service by Ivy at this hotel. Shes efficient and friendly and never misses a beat with ours needs. This is why we return to this hotel time after time.To the guest, AI-enabled smartconcierges seem like a simple, enjoyable, and frictionless way to get an improved customer experience. And though the technology that powers them is anything but simple, to the hoteliers who benefit from positive guest perceptions and reviews, experiences, and revenue gains, these smartconcierges are simply fantastic, too. One day, as with the iPhone, we may look back and wonder: How did ever make do without a smartconcierge?
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Hotel Guest Experience Innovator Go Moment Celebrates Record-Breaking Year

Go Moment ·27 November 2018
Go Moment, the worlds leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today released its list of significant company gains and achievements. The five-year-old company and creator of the award-winning smartconcierge Ivy, has experienced a landmark year that included record-setting volumes of guest interactions, new hotel clients, company executive and advisory board expansion, new technology integrations, and key new partnerships.Go Moment attributes its trajectory of success to the fast-growing demand for Ivy, its game-changing SMS-based hybrid human & AI guest service technology. Ivy delivers exceptional, frictionless 24/7 communication to guests and revenue opportunities for hotels. Ivy welcomes every guest after check-in and seamlessly addresses and automatically resolves guest questions and requests, freeing up staff to focus on delivering top-notch service. Ivy also provides up-sell and marketing opportunities to generate additional revenue.In 2018, Go Moment achieved these significant milestones:Successfully rolled out Ivy in tens of thousands of new hotel rooms, nearly doubling the number of new hotel clients year-over-year ranging from 70 room independent properties to 3000+ room casino resorts, as well as national chains and global travel enterprises.Celebrated the timely and reliable rollout of Ivy to the majority of hotels across the Caesars Entertainment portfolio. Caesars won the 2018 HT-NEXT Visionary Award for its implementation of Ivy and Chief Experience Officer of Caesars Michael Marino recognized Go Moment for its tried and true implementation model.Solidified Ivys presence at over 30% of the rooms on the Las Vegas strip with its smartconcierge solution to become the largest player in the casino resort messaging space.Achieved record usage: Ivy is now available to more than 25 million guests, representing a 100% year-over-year increase in messages and a 55% year-over-year increase in guest usage. In order to support its expansive portfolio, Ivy performed over 100 million actions autonomously.Secured investment from Plug and Play Ventures and Google.Pioneered voice integration with Google Assistant virtual personal assistant.Expanded Ivys hotel technology integration suite to include Amadeus, HotSOS, Springer Miller, Maestro, Quore and Genesys.Ivy and Go Moment received prominent national and trade attention including being featured on FOX and NBC and in The Economist.Were seeing a massive shift in guest preferences towards on-demand service, asserted Go Moment CEO Raj Singh. Expectations used to be set by the hotel down the street, now theyre being set by Uber, Facebook, and Airbnb. Those are the kind of competitors that we now have in the hotel industry from an experience standpoint. Messaging with guests is almost table stakes at this point. The question is, what more can we do for the guest beyond simple text messaging? Can we satisfy 30-40% of the guests queries instantly? The best way hoteliers can market today is to have great product, and deliver a great experience. Singh has been a featured speaker at more than 10 top-tier travel industry events this year including HITEC, Carlson Wagonlit, Young Presidents Organization (YPO), Plug and Play Travel, and Hotel Interactive BITAC.Go Moment has also continued to deliver on its commitment to ongoing innovations, which include an Ivy voice experience and other offerings focused on driving direct bookings and incremental revenue for its hotel clients. In 2018, Go Moment was first-to-market with an enterprise-grade business intelligence (BI) solution called Ivy Analytics that provides unparalleled real-time insights into guest experience and hotel operations performance.To learn more about Ivy and Go Moment, visit GoMoment.com.
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Hotel Guests Prefer Texts: Hotels Provide Luxury with SMS

Go Moment · 7 October 2014
Go Moment is pleased to announce the release of CAPE, a web based platform that allows hotel staff to communicate with guests via text, mobile, web and email from a single command center. Go Moment's guest communication platform is easy, requires no integration, and streamlines the guest fulfillment process under one single platform. They simply deliver the best in guest communication.Hotels are finding that this type of convenience increases bookings, improves TripAdvisor scores, and encourages repeat customers.CAPE provides two major benefits to hotel staff: a command center for guest communication and a unified portal for area research (such as weather, directions, Yelp and Google Places). Hotels are finally able to connect with customers anytime, anywhere by leveraging all communication channels to respond to guest needs and ensure guest satisfaction during the onsite stay.Raj Singh, CEO of Go Moment commented, "CAPE revolutionizes guest communication and service. Hotel staff can now text a guest, check the weather, book reservations, and see reports using one simple product." A case study showed tasks performed in CAPE are 5 times more efficient than current methods used by front desk staff. Further, hotels using the CAPE solution have experienced an increase in productivity, while decreasing their request fulfillment time to 90 seconds.To learn more about CAPE and Go Moment services, please contact press@gomoment.com.

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