18th March 2024 (Natadola, Fiji): In a move aimed at using technology to enhance guest experiences, FNPF-owned IHG Fiji Hotels & Resorts, including InterContinental Fiji Golf Resort & Spa, Grand Pacific Hotel, and Holiday Inn Suva, have announced the implementation of Medallia Zingle’s state-of-the-art messaging platform for guests.
If guests have WhatsApp installed on their devices and have provided the hotel with their phone number, they can contact the hotel’s guest services team at any time to make requests, flag any issues and communicate how the team can enhance their stay.
The integration of Medallia Zingle into the operations of these FNPF-owned IHG Fiji Hotels signifies a huge step towards leveraging technology to provide unparalleled service. This innovative platform facilitates seamless communication between colleagues and guests through the widely used instant messaging app, WhatsApp.
“At IHG, we identify new opportunities that enhance our guests’ experiences. Medallia Zingle’s platform enables our hotel colleagues to connect with guests in new and meaningful ways through WhatsApp, ensuring swift problem resolution and personalized communication throughout their stay,” commented Lachlan Walker, Portfolio General Manager – IHG Hotels & Resorts, FNPF Owned Hotels. “We understand that our guests have high expectations of our market-leading hotels, however, we aim to exceed their expectations and provide incredible experiences throughout their journey with us”.
Before arrival, hotel guests receive a welcome message to ask if they have any personal preferences for their upcoming stay. They receive another message shortly after check-in, to ensure their room exceeds their expectations. They also receive a mid-stay message to check that their stay is going well and finally, they receive a message on the morning of their departure day, informing them of the best ways to review their bill and expedite their check-out process.
This seamless process enables hotel teams to efficiently address guest requests during their stay, ensuring a consistently exceptional guest experience.
