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COVID-19. Estoril Eden uses artificial intelligence to manage relations with guests - 07/08/2020
After reopening last July 15, after a stop motivated by the need for reorganization in the face of the COVID19 pandemic, Hotel Estoril Eden implemented HiJiffy's Artificial Intelligence solution, migrating the entire relationship with the guest to the digital one and enabling processes such as check-in, communication with the reception and check-out are carried out via mobile phone.
This bet is integrated in a series of hygiene and protection measures for guests and employees, aimed at guaranteeing safety and social distance, which ensured the hotel unit the Clean & Safe certification.
The use of this technological solution becomes a differentiating factor in the service provided, offering the guest a faster, more efficient and personalized service, through communication channels such as WhatsApp and SMS.
As explained by Albano Silva, director of Hotel Estoril Eden, “we believe that direct messages represent the present and the future of customer service. HiJiffy's communication platform is fully complemented by our current communication systems allowing us, from now on, to have a totally unified messaging platform with all our communication channels, in which our guests will be able to ask questions and requests through your favorite communication channels, as well as avoiding queues at the reception upon arrival and departure.
This tool will allow us to be available on all platforms, in order to offer a real-time and fully personalized monitoring to our guests ”.
In view of the “new normal” seen in the hotel sector, new challenges are observed, with investment in this technology having two distinct focuses to respond to them.
At the time of booking, a virtual assistant guarantees a 24h and 7 days a week guest service, with the ability to answer all your questions, namely in relation to the safety and hygiene protocols and opening hours of certain services and to show availability and prices.
During the stay, it allows you to check-in and check-out directly on the guest's mobile phone and provides a virtual concierge with the ability to respond instantly to any doubt or question, namely the booking of services or table reservation.
All of this ensuring personalized service to guests, as was customary in the period before the pandemic.