TORONTO — Four Seasons Hotels and Resorts has launched Four Seasons Chat — a new digital service enabling guests to send and receive instant messages with property teams before, throughout and after their stay.
Four Seasons Chat leverages technology to give guests access to Four Seasons services at their fingertips. Guests can send a message via multiple channels, including the Four Seasons App, Facebook Messenger, WeChat or SMS. The result is a seamlessly integrated conversation that creates uniquely tailored hospitality experiences — facilitated digitally but delivered with a distinctly human approach.
“Human connection may be the single most important element of the Four Seasons guest experience,” says Christian Clerc, president of Worldwide Operations, Four Seasons Hotels and Resorts. “There are no chatbots here. Four Seasons Chat ensures guests have access to our people at any time, for any need. We continue to evolve our service offering to incorporate digital enhancements that are powered by people.”
Four Seasons Chat can translate more than 100 languages efficiently and in real time and alerts staff immediately via visual and audio cues to ensure no message is missed and responses are delivered right away — ensuring response times are in minutes, if not seconds.
In a pre-launch pilot program at 30 hotels, more than half of guests introduced to Four Seasons Chat leveraged the service on their first stay. They also engaged with Four Seasons more regularly, averaging more than six chats during a stay — more than twice as often as the industry average of three.
The service will be available in 72 hotels and 19 residences by the end of 2017, with rollout across all Four Seasons properties planned for 2018.