DIY | GIVING GUESTS THE REINS
FEATURE
Do-It-Yourself
A new app dubbed 4Suites looks set to merge the the traditional with the modern through a system that gives the guest more control over their stay while giving staff more time to spend giving them attention . SHEKINA TUAHENE speaks to Lennart de Haan to find out more about this novel concept
There is increasing concern in many industries about the pervasive effect of technology on human interactions , or the lack thereof . Some predict - and not unreasonably , in the light of hotels exploring AI and virtual concierges - that one day the need for human interaction in hotels will no longer be required . But studies and surveys have suggested that guests still like the human touch : there is still the opportunity for staff to be as involved , but in evolving ways .
4Suites is a startup app which not only allows guests to take control of their hotel stay , but works with hoteliers and staff to create an enhanced customer experience . “[ It ] gives hotel guests the possibility to completely manage their own stay ,” says Lennart de Haan , CEO , “ from booking a room to checking in , opening their hotel room with their smartphone , ordering room service , booking a restaurant or spa , checking out and payment ; all of these processes are manageable within one app .”
The app aims to “ place the guest experience at the centre ” of a hotel stay , and with this , the founders hope to make mobile access available to the world at a low cost and at the highest level of security and reliability .
The app , which targets the hospitality , real estate and leisure sectors , was born out of the founders ’ need to develop a more efficient way of managing their own properties . Utilising the app at their co-working spaces to deliver keyless access , set up a booking system and have automatic invoices , they soon saw a gap in the market for a similar service in the hospitality realm .
LENNART DE HAAN
Taking a year and a half to fully develop the hardware and software attached to the app , the Dutch creators are using an investment of $ 440,000 to launch the operation across Europe . It recently showcased an embedded chip at the Hotel Tech Live Exhibition in London in September , beginning the rollout process of its service to the UK market . The new embedded chip makes it possible to make any electronic hotel lock accessible without having to replace the existing locks . Focusing on larger hotel chains first , de Haan explains that the app is set to benefit all kinds of properties in the industry .
Although the guest is the main focal point for 4Suites , they have not left out the operators . The company promises the app will aid hoteliers , staff and make the day-today running of a hotel smoother and more efficient . de Haan says that the app will help the hotel “ save up on costs , generate more revenue , improve service , provide a more pleasant guest experience .”
As the number-one expected fear with the introduction of any new technology , 4Suites insists that the implementation of the service will not go towards the beginning of the eradication of the roles of the humans employed at hotels . However , as with any technological advancement and form of modernisation , de Haan says : “ It will probably change jobs , replace jobs and create new ones .”
He goes on to say that he believes that the role of front-desk employees will change to “ a more personal role ”. He expects the passage of booking control to the guest will turn the front of desk role into one that resembles a “ personal host or hostess who will welcome you , know you and your preferences beforehand and offer his or her personal service without having to ask for passports or having to write down a lot of information . “ Administrative tasks will be eliminated and make more room for real personal communication ,” he adds .
Changes like this are already being made in certain portions of the industry . In September , Ibis hotels announced it will ditch its check-in desks and replace them with staff who greet guests with their keys on arrival . 4Suite ’ s newest release allows hotels and guests to have the option of still using existing keycards , meaning the company ’ s services need to only be available to guests who wish to have a tech-centric experience .
This allows hotels to function and find their place in a technology obsessed world while holding on to some of the traditionalities that other guests may
October 2017 www . hotelowner . co . uk 19