Four Seasons

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.

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.