App streamlines guest experienceB e s t D i g i t a l I n n o v a t i o n

IntercityHotel & Jaz App streamlines guest experience

New IntercityHotel and Jaz Apps compress the entire communication process between the front desk and the hotel guest.

Technology trends and traveller expectations

Keeping in tune with latest consumer technology trends and traveller expectations:• the new Jaz-app was developed in time for Deutsche Hospitality’s first

Jaz hotel opening in Amsterdam in November 2015, and • the IntercityHotel-app for the opening of the IntercityHotel Braunschweig

in November 2016.

Hotelbird

Deutsche Hospitality has teamed up with Hotelbird to develop the apps, making hotel service more convenient and efficient for guests staying at its IntercityHotel and Jaz branded properties.

Hotelbird is a global leader in creating mobile software solutions for the hospitality industry. Hotelbird’s app technology digitalises the hotel experience, allowing guests to book, check-in, open the room door, pay and check-out regardless of the time or their location.

Immediate benefits The apps are still in test phase, however the immediate benefits are obvious:

• Each app features the complete guest journey: Booking > Check-In > Room key (via Bluetooth) > Check-Out + Upselling, Payment (e.g. personalised offers and upgrades are actively sold digitally via app.), all in just a few steps

• Designed to deliver an unforgettable hotel experience, removing the need for waiting around

• Every aspect of the hotel stay has been digitalised, enabling guests to use their smart phone as a reception service and a room key

• Contains all the required information and services needed to turn a smart phone into a mobile travel guide

• Reduces the number of administrative tasks for front office, giving them more time for individual enquiries

• Creating an improved service and guest experience

InvestmentThe total investment figure is commercially sensitive information, however the main cost to Deutsche Hospitality was for the hardware to support the new apps.

This included the implementation of a new locking system for the bedroom doors which would interface with the guests’ smart phone.

There is then an additional monthly usage cost per room:

• More than 7,200 bedrooms for IntercityHotels

• 433 bedrooms for Jaz properties by the end of 2018

International rolloutThe apps are currently being rolled out across all IntercityHotel & Jaz properties across Europe, the Middle East and Africa, with 50% due to be completed by the end of this year, and 100% by the end of 2018.

In addition a Steigenberger app will be launched shortly.

MeasurementThe apps are still in test phase, however Deutsche Hospitality is assessing their impact by monitoring the following metrics:

1. Take up of app versus traditional methods2. Take up of promotional offers via app vs. other channels (website, direct

mail, other)3. Number of reservations made via the app for both new and existing

customers vs. traditional methods4. Increase in REVPar following the introduction of the app5. Increase in direct sales following the introduction of the app6. Increase in repeat bookings following the introduction of the app7. Reduction in the number of reservation enquiries made via telephone/

website following the introduction of the app8. Number and nature of complaints, comments and compliments made

about the app

Guest satisfaction This innovation offers a measurable impact in terms of guest satisfaction:

• No longer any need to wait around at reception, offering guests more time and greater flexibility

• Technology fulfils the very highest industry security standards, with PCI-level payment processes and certified digital key transfer, Data Protection according to applicable European law and valid registration in digital format and on paper

• All the details of the check-in and check-out processes, the room key and the payment procedure are stored on the guest’s smart phone

• This offers the quickest route in the world from booking to arrival in the room itself

ThankYou