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.
Technology Innovation at IHG Fiji Hotels with Medallia Zingle
If guests have WhatsApp installed on their personal device 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 are dedicated to identifying 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”.
Hotel guests receive a welcome message prior to arrival, 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.
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REFERENCES: This guide is based on over a decade of research and firsthand experience living in Fiji. It incorporates extensive knowledge gained through long-term residence and ongoing engagement with the region. Images and text have been sourced from official references, which are acknowledged below, to ensure accuracy and comprehensiveness.
FOOTNOTES: Additional details, clarifications, or sources referenced in this article are included as Footnotes below the text when applicable; otherwise, no Footnotes are provided.