SAN FRANCISCO, Calif. – Dec. 1, 2021 – Medallia, Inc., the global leader in customer and employee experience, today announced that Outrigger Hospitality Group selected Medalia Zingle as the intelligent messaging platform of choice for its premier resort destinations in Hawaii.
“The marriage of technology and travel has become paramount. Our growth and development strategy incorporates technology for both our guests and hosts as well as front- and back-end operations,” said Monica Salter, Outrigger Hospitality Group vice president of global communications and social responsibility. “This provides an ease in interaction while enhancing the guest experience.”
“Outrigger is interested in a seamless, friendly way to share updated protocols and engage directly with our guests. Today’s traveler expects immediate information and is comfortable sending and receiving text messages using their own smartphone. If our guests need to make changes to an itinerary or check the status of a reservation, Zingle puts that information at their fingertips,” added Mike Shaff, vice president operations, Hawaii. “We’ve moved beyond happy-hour flyers to sending relevant property messages and being able to receive questions or requests for anything from fresh towels to late check-out times.”
Outrigger team members, called hosts, from across the business play a direct role in the customer experience and need to be able to communicate with guests in the moment. Hosts in the front office, back office, concierge, and other key associates will leverage technology from Zingle to:
- Engage with guests in their preferred method – SMS text, web chat or popular social messaging apps like WhatsApp – improving speed of service
- Engage with guests in their own language via language translation, making it easy to communicate with world travelers
- Gain insights from patterns in guest request data (like more towels, late check-outs) and anticipating guest needs ahead of time
- Keep guests informed with real-time updates like mask protocols, inclement weather warnings, changes to amenity hours, and more. Updates have been especially important during the COVID-19 pandemic and beyond as travelers return.
“With Zingle’s hospitality partnerships and industry leading innovation, clients like Outrigger Hospitality Group can help provide every guest with their best stay ever,” said Ford Blakely, founder, senior vice president and general manager of Medallia Zingle. “From pre-arrival to checkout, and everything in between, Zingle integrates with Outrigger’s property management systems and service optimization tools, allowing the resort staff to leverage their existing data and empowering teams to improve guest engagement and overall staff efficiency.”
“At Outrigger, our mission is to be the ‘Premiere Beach Resort Brand in the world,’” said Salter. “We understand that first-class technology with a human touch plays a critical role and Zingle helps us to accomplish this.”
Medallia Zingle is the intelligent guest messaging platform that has helped raise NPS scores and RevPAR for numerous hospitality groups around the world. For more information on how Zingle helps the hospitality industry serve guests faster and with a personal touch, visit: https://www.zingle.com/hospitality-text-messaging/.
About Outrigger Hotels and Resorts
For more than 70 years, Outrigger Hotels and Resorts has charted a journey of discovery – expanding from Hawaii to premier resort destinations including Fiji, Mauritius and Thailand. The privately held hospitality company invites guests to ‘Escape Ordinary’ with authentic Signature Experiences and the Outrigger DISCOVERY loyalty program. Outrigger’s multi-branded portfolio includes Outrigger® Resorts, OHANA Hotels by Outrigger®, Hawaii Vacation Condos by Outrigger®, Kapalua Villas Maui and Honua Kai Resort & Spa Maui while also managing select properties from top international hotel brands including Embassy Suites®, Best Western® and Hilton Grand Vacations®. Find out more at Outrigger.com or visit @OutriggerResorts on Facebook, Instagram and Twitter.
About Medallia
Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.
© 2021 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. All other trademarks are the property of their respective owners.
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Author Information
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.
