How Marriott Plans To Use Amazon Alexa To Improve The In-Room Experience For Guests

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GeoMarketing
3/10/2017


The hotel chain is exploring ways to improve customer service through voice - while working with Amazon to ensure absolute privacy.

Marriott is set to test out Amazon Alexa in a number of its hotel properties, Toni Stoeckl, global brand leader for lifestyle brands at Marriott, revealed in a panel at Advertising Week. The move is a bid to provide increased personalization and improved in room service for guests.

As voice-activated connected device usage has jumped 130 percent over the past year, brands have begun to explore how the technology can be used to drive engagement and improve customer service — and the hospitality industry is in many ways leading the charge.

Why? As Stoeckl put it, “as a hotel brand, we’re in the experience business. This means [taking advantage of technology that can] connect our consumers to the local experience in the hotel or the neighborhood — as well as removing some of the friction of transaction in hotels.”

The idea is that, as consumers have become increasingly comfortable with the technology, it’s now easier for a guest to ask, “Alexa, what’s a good restaurant nearby?” than to flip through a lengthy guidebook — or call down to the concierge.

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