NH Hotel Group's digital solution that continues to improve the guest experience

NH Hotel Group, a consolidated multinational operator and one of the leading urban hotel companies in Europe and America, presents new services in its Mobile Guest Experience application, a mobile platform that facilitates the way in which guests interact with the hotel during their stay to thus achieve a better experience.

NH had already been working on new ways to improve the experience of current guests, through the Mobile Guest Experience, which is an innovative system that allows hotel stay control from any electronic device, hotels have been digitizing information and the services they offer such as, for example, the Room Service (which the client can manage from their mobile device) or the possibility of reserving their table at breakfast to guarantee the necessary social distancing. What is sought is that customers can access all kinds of services and information while maintaining social distancing from employees and avoiding contact with multiple surfaces as much as possible.

“Technology will be a great ally in this new era of the hospitality industry, since it manages to facilitate processes and provide quick solutions, online and remotely. The incorporation of this new service through the Mobile Guest Experience will allow us to be more efficient when it comes to meeting the needs that the guest requires during their stay at our properties. Our main objective is to take care of the safety of all the people who are in the hotel, and we know that these standards will also be key factors for a guest to decide to book their next stay ”, assures Christian José Daghelinckx, Managing Director America of NH Hotel Group.

In addition to being able to make reservations at the hotel's restaurants and bars, guests will be able to access other property services, such as the Fitness Center or the Spa, or request a place on a tour or special activity. Through their mobile device, travelers will also be able to find out about news, such as the reminder of available activities and the receipt of special offers through notifications. Mobile Guest Experience also includes a Chatbot, an instant chat that facilitates interaction with the hotel team to solve any questions or requests that the client has.

For the dissemination of this new solution in hotels, the chain has placed posters with QR codes in the different areas of the hotel, from the reception and lobbies, to the rooms. Through these codes, users can access all the content and services of Mobile Guest Experience.

The results of these changes are added to the Feel Safe at NH concept: the adaptation of 700 standards in order to preserve the safety of travelers and employees, completely redesigning the customer experience cycle. These initiatives are on the way to responding to the current needs of travelers in the New Normal, under Feel Safe at NH different cleaning and sanitizing processes have been modified, as well as new processes and protocols in different hotel services.