Swimming pool nestled amongst palm trees

Success Stories

Four Seasons

Success story

Four Seasons

Alliants have worked side by side with Four Seasons on their journey to being ranked as number one in the luxury hotel group for their Digital experience by Gartner.

8%

Increased guest satisfaction

Build deeper connections & anticipate needs

13

Million messages in 75+ languages

Improved guest engagement

90%

Increase in spend for users of chat

Helping drive ancillary spend

Four Seasons

The project brief

Four Seasons wanted to create an app without a loyalty program that drove adoption and that was an extension of their luxury service. They wanted a feature rich and inclusive app that covered the entire guest journey, including customer communications, in-room experience and beyond the hotels walls for all types of guests including their residential owners.

Our solution

The project to reimagine the digital guest experience delivered an integrated property and brand platform which encompassed Chat, Mobile, Tablet, In Room Dining, Concierge and Residential, to enable:

  • Enhanced capture of information around guest profiles to prevent them from being asked twice and to personalise interactions
  • Integrated Concierge to deliver a single view itinerary for the customer of all interactions across all properties
  • Seamless communication in any language on all major social channels as well as within the Four Seasons App and Web
  • Consistent operational delivery to ensure digital guest experience matched the "in-person" experience.

This enabled a very human and thoughtful digital interaction with Guests allowing staff to build deeper connections, be more relevant and anticipate their needs.

Our solution

The project to reimagine the digital guest experience delivered an integrated property and brand platform which encompassed Chat, Mobile, Tablet, In Room Dining, Concierge and Residential, to enable:

  • Enhanced capture of information around guest profiles to prevent them from being asked twice and to personalise interactions
  • Integrated Concierge to deliver a single view itinerary for the customer of all interactions across all properties
  • Seamless communication in any language on all major social channels as well as within the Four Seasons App and Web
  • Consistent operational delivery to ensure digital guest experience matched the "in-person" experience.

This enabled a very human and thoughtful digital interaction with Guests allowing staff to build deeper connections, be more relevant and anticipate their needs.

Our results

Four Seasons launched its Digital Guest experience with the Four Seasons Mobile App in 2015 to great acclaim from industry commentators including Skift.

The overall experience has significantly moved the dial on a number of key metrics and in 2019/2020 show that there is:

  • Increase of Guest Satisfaction by 8%

Improved Engagement with:

  • 30% increase in session times
  • 13 million messages in 75+ languages across 10 platforms
  • 3 x monthly active mobile app users
  • Grew mix of direct bookings faster than any other channel including OTAs

Drove ancillary spend resulting in:

  • 90% increase in spend for users of chat
  • 15% increase in average order value for in room dining

The Four Seasons Mobile App contactless experience is also a key component of Four Seasons Lead with Care programme which is intended to provide guests, residents and employees with the confidence and assurance to stay with them during the COVID-19 pandemic.

Our results

Four Seasons launched its Digital Guest experience with the Four Seasons Mobile App in 2015 to great acclaim from industry commentators including Skift.

The overall experience has significantly moved the dial on a number of key metrics and in 2019/2020 show that there is:

  • Increase of Guest Satisfaction by 8%

Improved Engagement with:

  • 30% increase in session times
  • 13 million messages in 75+ languages across 10 platforms
  • 3 x monthly active mobile app users
  • Grew mix of direct bookings faster than any other channel including OTAs

Drove ancillary spend resulting in:

  • 90% increase in spend for users of chat
  • 15% increase in average order value for in room dining

The Four Seasons Mobile App contactless experience is also a key component of Four Seasons Lead with Care programme which is intended to provide guests, residents and employees with the confidence and assurance to stay with them during the COVID-19 pandemic.

"Alliants are intuitive and understand the guest thought process, therefore are able to anticipate what's next. Their company ethos would be best described as that of being perfectionists, always striving to improve their platforms."

Brad Mumford

Manager

Four Seasons Hotel at The Surf Club, Surfside, Florida