How The Ritz-Carlton Abama Leverages STAY to Respond to Guests Requests 70% Faster

MARKETING

The Ritz-Carlton Abama hotel in Tenerife (Spain) is a landmark hotel in the spanish tourism industry, a 5 stars Grand-Luxe oasis surrounded by beautiful nature. It has 459 rooms and premium services such as 2 restaurants with a Michelin star. Pure The Ritz-Carlton DNA.

Why it matters: Despite already having their own guest experience app, The Ritz-Carlton was looking for a solution which would provide them with features their app did not yet have: interactive maps, Animation Activities, calendars, Restaurant bookings, etc. These were all features which they considered key to solving some of their staff’s needs they identified upon analysis of their processes.

Additionally, because of the pandemic, they needed to digitize these processes in order to reduce as much as possible the risks of contagion by physical contact between guests and staff, but they also wanted to make sure that the quality of the services provided to guests did not deteriorate.

Top 3 Core Objectives: The main objetive was to identify the digital needs to make the strategy work and to train their staff accordingly alongside with a communication strategy.

Implement a PWA: The first goal was to implement a PWA and activate the features which were fundamental for digitizing the hotel’s guest experience during the pandemic. Special attention was paid to the layout, design and configuration of the front page to make sure that it maximized guest engagement.
An effective staff onboarding: The goal was that each department would be able to use those features which would help them solve their pain points without having to worry about knowing and understanding the whole platform.
Develop a communication strategy: Another objective was to develop a communication strategy to make sure that the hotel’s guests were informed about the new tool and their benefits with special emphasis on having QR Codes in those hotel locations where the use of STAY could be more beneficial to guests.

"We held several training sessions with those leaders and employees of each department who will be using the platform. This allowed them to autonomously manage everything related to their department"

Yaiza Cardo

Director of Marketing, PR and Communications

Innovators Mentioned

The Ritz-Carlton Abama

STAY

Yaiza Cardo

Director of Marketing, PR and Communications

The Ritz-Carlton Abama

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👍 Director of Marketing, PR and Communications Yaiza Cardo said that Our staff became more effective thanks to an effective onboarding:

"We held several training sessions with those leaders and employees of each department who will be using the platform. This allowed them to autonomously manage everything related to their department"

⚖️ The selection process: During their research process, Yaiza Cardo evaluated STAY's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that STAY was the best fit solution:

Director of Marketing, PR and Communications Yaiza Cardo said, about their decision: "With STAY we are responding 70% faster to guest booking requests for the Spa and the restaurants."

📈 The results: The results were excellent right from the start. This was mostly thanks to all the previous preparation work done by STAY and the hotel prior to the platform’s launch.

After implementing STAY, The Ritz-Carlton are responding 70% faster to guest booking requests for the Spa and the restaurants
The adaptation of solution to The Ritz-Carlton’s needs was awesome, thanks to the feedback received by STAY. It was a nearly tailor-made solution.
The deployment and communication strategy based on placing QR codes in key locations at the hotel led to a massive use of STAY by guests, specially in restaurants.

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