TORONTO — Four Seasons Hotels and Resorts has expanded its multi-channel Chat service with the addition of What’s App. Launched in October 2017, guests were previously able to send messages through Facebook Messenger, WeChat or SMS.
“The guest experience is our top priority, whether on property or when engaging with our brand digitally,” says Christian Clerc, president of Worldwide Operations, Four Seasons Hotels and Resorts. “Four Seasons looks at things first and foremost through a human lens in our approach to effective and meaningful connection with our guests. Integrating new technology as part of our celebrated Chat service adds further value at each touchpoint in the travel journey and paves the path to our continued growth and innovation in the mobile space.”
Since the launch, Four Seasons Chat has exchanged more than 3.5 million messages, allowing guests to connect with real people on property in real time, creating more opportunities to personalize the travel experience — whether it’s a request for restaurant recommendations, ordering room service or notifying staff of a late arrival or early checkout.
Four Seasons Chat can translate more than 100 languages efficiently and can alert staff immediately via visual and audio cues to ensure no message is missed and response times are in minutes, if not seconds.