Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by simplifying common tasks, such as calling the front desk, ordering room service, requesting housekeeping services, controlling room temperature and lighting, and checking out. Using the Echo device in the room is optional and the smart speakers have a microphone off button that electronically disconnects the microphone.
When Alexa for Hospitality was implemented at Wynn Las Vegas, 85.6% of guests found the system easy or very easy to use and almost 84% were happy or very happy with the service. Almost 67% of guests said they preferred a room with Alexa. As hotels implement more contact-free solutions and look for ways to alleviate operational strain due to labor shortages, these types of technologies could help not only elevate and personalize a guest’s experience, but also help drive more revenue by giving information on hotel amenities and special offers. Mercure Hyde Park will be an early adopter in the UK. “Alexa Smart Properties has brought a lot of excitement to all the team members at Mercure Hyde Park, especially during Covid-19 where staffing levels are strained. Alexa arrived at the perfect time to help our teams by answering many of the common guest queries, along with a potential to increase room service revenue, simply due to the convenience provided by Alexa for ordering hotel services,” said Edward Wilcock, director of revenue, Mercure Hyde Park. Wilcock further states, “One unexpected yet welcome gain has been the improvement in efficiency throughout the property. Housekeeping and maintenance staff can tell Alexa when they’ve cleaned or fixed a room, which immediately updates the property management system. This saves a significant amount of time and rooms are turned around and ready for new guests much faster.” This is just one CX-supporting technology in a wave of implementations as travelers seek contact-free, easy travel. Dash Research recently wrote about other contactless trends at hotels, including the rollout of other types of smart, voice-activated services within guest rooms. It will be interesting to watch this area to see what the adoption rates will be as guests weigh the convenience against any potential privacy concerns.
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As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
