Top 3 Core Objectives:
When lockdown hit due to the COVID-19 pandemic, 500 guests walked out the front doors. A few days later, 400 staff were reduced to 14. How do we operate Norway's biggest hotel with such limited resources?
Reimagined Guest Messaging:
ALICE’s messaging features were in use by the The Hub’s Guest Services team, but not widely used beyond an arrival greeting either by guests or staff. That changed quickly and dramatically. The Hub used ALICE to chat with the remaining guests in the hotel, quickly realizing that they could still provide personal service with contactless communication.
Creative In-room Upsells:
As guest messaging engagement skyrocketed, The Hub got creative. Since restaurants and bars within and outside the hotel were closed or had limited hours, in-room upsells became a very popular contactless option. These upsell packages were promoted through direct SMS with guests.
Driving Staff Efficiency, Satisfaction:
The Hub’s housekeeping staff had been cut from 50 employees to only 1. The only remaining housekeeping manager could no longer work at her desk - she had to be on the floors and cleaning rooms at the same time. The Hub decided to incorporate ALICE’s housekeeping module to streamline tasks like room assignments, cleaning checklists and inspections. As occupancy increased, housekeeping staff were hired back and cross-trained on the ALICE platform.