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InterContinental San Francisco uses Loop to better guest engagement

Published: 28/10/2013 - Filed under: Home » News »

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InterContinental San Francisco has started using Loop Mobile Guest Engagement Solution to better its guest experience.

Throughout the hotel in guestrooms, at the front desk, in elevators and around common areas, guests can find QR code signage stating “Keep Us in the Loop.” When they scan the code, a “Loop” is created that lets guests can make a request, report a problem or offer a suggestion based off their experience. The Loop alerts hotel staff members, and they must “close the Loop” while the guest is still at the hotel.

The guest is notified that his or her concerns have been addressed, and they are encouraged to post a positive review of the hotel on a social network such as Trip Advisor.

"Loop helps us capture guest concerns, positive feedback and requests using their preferred mode of communication and alerts our hotel staff in real-time so that they can act quickly and follow up with guests directly while they were still at our hotel," said Peter Koehler, the regional director of operations in Northern California and general manager for InterContinental San Francisco.

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--Maggie Squires

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