CASE STUDY
The Courtyard by Marriott Edinburgh is a busy city centre hotel with 240 rooms. Guests come from all over the world to explore Edinburgh from this hotel in the heart of the Scottish capital and 'live like a local'.
Problem
The Courtyard by Marriott is a large hotel with an extremely busy reception area. The front office team receive daily requests from guests for local information which takes hours to provide and requires staff to have a high degree of local knowledge that is always updated.
Guests want to know about everything from restaurants to child-friendly activities. In a city like Edinburgh where places and experiences frequently change, the on-site team required an evergreen source of content that empowers them to provide accurate and personalised advice to every guest.
Creating, updating and delivering personalised local advice was an impossible task when done manually.
The Solution
The Courtyard by Marriott Edinburgh adopted Obvlo to offer every guest a constantly up-to-date and personalised set of local recommendations.
Through pre-arrival emails and on-site QR codes, the team can now easily provide local advice, enhancing guest experience, driving awareness of in-house F&B, and freeing up staff to focus on other high-value tasks.
Obvlo is a dynamic solution, meaning the rich local guides and content on places to go and things to do are constantly updated and refreshed. First-party data like the guest's interests and reason for stay are captured and they are then provided a personalised set of recommendations.
Staff never need to create or maintain content and recommendations are delivered seamlessly without staff effort to enhance the guest experience.
Having 240 bedrooms and being a city centre hotel, with a majority of international guests and round-the-clock busy reception, it has always been a challenge to enhance the guest experience with local information. Obvlo’s Digital Concierge has helped resolve this challenge! The best part, is our guests can personalise their searches based on their individual preferences."
Results
The Hotel Team No Longer Has To Manually Create Content For Local Guides Or Recommendations
89% of Guests Say That The Service Enhances Their Stay
Over 80 Hours Are Saved At The Front Desk Each Month
Since seeing the success at this hotel, the management company Valor Hospitality has rolled Obvlo out to ten of their UK hotels.