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 get more personal, providing guests with access to service at their fingertips at any time, from anywhere. Guests can send a message via multiple channels—the Four Seasons App, Facebook Messenger, WeChat or SMS. The result is a seamlessly integrated conversation that creates tailored hospitality experiences.
“Human connection may be the single most important element of the Four Seasons guest experience,” said 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, to facilitate and strengthen personal connections and to ensure guest expectations are met and exceeded every day.”
Four Seasons Chat has the ability to translate more than 100 languages in real time. The new digital feature alerts staff immediately via visual and audial cues to ensure that no message is missed and responses are delivered right away, according to the brand.
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, according to the brand. They also engaged with Four Seasons more regularly, with the brand seeing guests average more than six chats during a stay, more than twice as often as the industry average of three.
Four Seasons Chat will be available in 72 hotels and 19 residences by the end of the year, with rollout across all Four Seasons properties planned for 2018. It is already being rolled out across the globe.