Four Seasons Hotels and Resorts has launched Four Seasons Chat – a new digital service enabling guests to send and receive instant messages with property teams before, throughout and after their stay.
Four Seasons Chat leverages technology to get more personal, providing guests with access to Four Seasons service at their fingertips at any time, from anywhere. Guests can send a message via multiple channels – namely the Four Seasons App, Facebook Messenger, WeChat or SMS. The result is a seamlessly integrated conversation that creates uniquely tailored hospitality experiences, facilitated digitally, but delivered with a distinctly human approach.
“Human connection may be the single most important element of the Four Seasons guest experience,” said Christian Clerc, president of Worldwide Operations, Four Seasons Hotels and Resorts. “There are no chatbots here. Four Seasons Chat ensures guests have access to our people at any time, for any need. We continue to evolve our service offering to incorporate digital enhancements that are powered by people, to facilitate and strengthen personal connections and to ensure guest expectations are met and exceeded every day.”
Wherever one travels, communication is made easy with Four Seasons Chat’s ability to translate more than 100 languages efficiently and in real time. Best-in-class response times are in minutes, if not seconds, well below industry averages of 12 minutes. Four Seasons Chat alerts staff immediately via visual and audial cues to ensure that no message is missed and responses are delivered right away.
In a pre-launch pilot program at 30 hotels, more than half of guests introduced to Four Seasons Chat leveraged the service on their first stay. They also engaged with Four Seasons more regularly – they averaged more than six chats during a stay, more than twice as often as the industry average of three. Overall, guests loved the new simple and intuitive feature, consistently reporting that Four Seasons Chat heightened their guest experience.
Adding an extra person to a dinner reservation? Need driving directions? Send an instant message to request prompt assistance and get answers in real-time, from real people.
Feel like a Mojito poolside? No need to leave one’s lounger. Send requests via Four Seasons Chat and staff will take care of the rest.
Best steak in New York? Finest tailor in Paris? A secluded spot for sunset watching in Bora Bora? Concierge recommendations are available when out and about.
Four Seasons Chat will be available in 72 hotels and 19 residences by the end of 2017, with rollout across all Four Seasons properties planned for 2018.