Business Need

Our Client is a major luxury hospitality chain with over 26 boutique hotels and resorts worldwide. Each property carries a specially curated personalized experience for its exclusive clientele.

The geographical spread of the properties and guests’ busy schedules made it extremely difficult for Guest Relations Officers to give a full property tour to their guests in turn resulting in lesser revenues from personalized experience zones like spas, slot machines, gaming zones, safaris, and open-air experiences.

KS Solution

KS Business Analysts worked with the client and understood the challenge at hand to devise a virtual reality-based customer engagement training experience. It was decided that we will start with one facility and will subsequently map the solution to the other facilities based on the measure of impact from the first deployment.

To weave a holistic solution, past data of customer reactions and questions were collated to leverage it in the virtual tour. The client provided source floor plan files of the facility. Using the floor plan and 360-degree shoot of the facility, we created a 360-degree VR tour to help guests explore various portions of the property in an immersive manner.

A dedicated VR experience zone was created in the lobby area. The guests experienced the VR tour while their check-in formalities were completed. At the beginning of the virtual tour, guests could choose a Guest Relation Officer who, after a personalized introduction, walks the guest through the entire property in the virtual tour by showing the lobby area, inside of different rooms and suites, and entertainment and gaming zones. Various interacting facts and figures were pushed to the customer during the virtual walkthrough. Customer interaction points were tracked through heatmaps and analyzed in the backend. Basis the analytics, personalized recommendations were made to the customer during their stay and afterward.

Benefits

Guest Relations Officers now have 20% more time to handle other tasks.

12% of customers were able to make decisions just by a virtual tour on which area or service they would like to explore.