Four Seasons is offering a new and innovative chat tool that can answer planners’ and other guests’ concerns promptly, thereby easing anxiety and stress.
Four Seasons Chat can be used to seamlessly communicate with hotel personnel. Guests can send a message from any of a number of channels, such as the Four Seasons App, Facebook Messenger, SMS and WeChat. Event professionals can use this tool as a way connect to Four Seasons staff before, during and after it takes place, as well as get advice on the property and even how to navigate the city.
“Human connection may be the single most important element of the Four Seasons guest experience,” said Christian Clerc, president of worldwide operations for 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 offerings to incorporate digital enhancements that are powered by people, to facilitate and strengthen personal connections and to ensure guest expectations are met every day.”
Four Seasons Chat is able to translate more than 100 languages efficiently and in real time. Four Seasons staff are promptly alerted via visual and audial cues to ensure that no messages are missed, and responses are delivered right away. Best-in-class response times are in minutes, if not seconds, which is well below the industry standard of 12 minutes.
In the prelaunch pilot program at 30 hotels, more than 50 percent of the guests engaged with Four Seasons more regularly—they averaged more than six chats during a stay, compared with the industry average of three.