Amazon introduces Alexa for Hospitality for "engaging guest experiences"
20 June, 2018, 19:09 | Author: Regina Silva
In time, Amazon will support a temporary connection from a guest's Amazon account to the Echo in their room for a more personalised experience, thereafter automatically disconnecting on check-out.
"Marriott has a long track record of innovating for our guests, and we're thrilled to be among the first to offer Alexa for Hospitality", said Jennifer Hsieh, vice president of customer experience innovation at Marriott International, in a statement. Amazon Echo owners spend an average of US$1,700 (RM6,805) a year on Amazon, more than the US$1,300 (RM5,203) Amazon Prime members are estimated to be spending a year on the e-commerce site, CNBC reported earlier this year, citing a report by Consumer Intelligence Research Partners.
The first results of Amazon's new hospitality program will kick off this summer at a number of Marriott International hotels, according to Amazon, though the company is opening invitations to all hospitality companies, starting today. In an equipped room, guests can ask Alexa for hotel information, play music, request housekeeping or order room service without ever having to pick up the phone.
The hospitality industry, from hotels to restaurants to reservation services, have been steadily exploring the implications of voice-activation to keep pace with what travelers want and expect.
Marriott has been particularly aggressive in experimenting with technologies that meet guests' needs for personalization, experimenting with everything from beacons to tablets in rooms to better connect and build loyalty with travelers who stay with them.
Other users asked if they would be able to "unplug" the devices, and expressed concern over Amazon eavesdropping. A hotel will be able to measure engagement and link it with guest feedback to see how they can improve services to enhance the experience. "For us, this is particularly interesting because our guests are quickly adopting this technology and intelligence in their lives today".
As for booking services through channels like Alexa, Marriott isn't going that far (yet, at least).
Several media reports suggested that Marriott had piloted the use of several voice-assistant technology providers before settling on Amazon, including Apple's Homepod powered by Siri.
In addition to providing information like pool hours or fitness center locations, Amazon says the service can be configured by hospitality providers to allow guests to control and adjust in-room devices like lights, thermostats, blinds, and TVs. It works with a range of existing hospitality solution providers like DigiValet, Intelity, Nuvola, and Volara.
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