Four Seasons at Ten Trinity Square launches brand new concierge Chat app

The leading perks of a hotel stay are, of course, convenience and sterling service. Having your every need, however small, catered to will immediately ease away the stresses of every day life, and luxury hotel chain the Four Seasons are well known for their five-star service world wide. And now the Four Seasons is taking this one step further with the introduction of their Four Seasons Chat app service.

New to the hotel's UK collection, the Chat function leverages technology to get more personal, providing guests with access to Four Seasons services at any time, anywhere, via the Four Seasons App, Facebook Messenger, WeChat or SMS –  calling an end to reception trips or picking up the phone to call room service. Whether you’re looking for restaurant recommendations, directions to nearby attractions, or simply ordering in-room breakfast or extra toiletries. The Chat App provides access to every Four Seasons service in real time. 

So how does it work? Once a message is received, Four Seasons Chat alerts hotel staff immediately to ensure responses are delivered right away, creating a seamlessly integrated conversation that results in uniquely tailored hospitality experiences, facilitated digitally but delivered with a distinctly human approach. One of the benefits of the app is it’s translation function, ensuring guests can communicate with the hotel in their native language. We met with Andrew Pirret, director of operations mobile services and Chris Cocca, global senior director, digital, who were both heavily involved in the curation of the app.

“Translation fluency is central to the experience, as Four Seasons Chat is the only multi-lingual chat platform, facilitating communication in 100+ languages. Ensuring our guests can communicate with us in their native language and feel understood and well cared for is essential,” Pirret told Tempus. >>

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“As human connection may be the single most important element of the Four Seasons guest experience, we are continuously evolving our service offering to incorporate digital enhancements. In imagining a new Chat service, we also looked to differentiate our platform and power Four Seasons Chat through our own people, rather than a chatbot,” he said.

“While functionality continues to evolve, its driving purpose is to ensure that guests can connect with Four Seasons at any time and any place, for any reason. Currently, guests can use Chat to get in touch with a property in the period leading up to their stay, while visiting a Four Seasons property, and after departure.

"With the rollout of Four Seasons Chat, guests are consistently reporting that Chat heightened their guest experience. In a pre-launch pilot program at 30 hotels, more than half of guests introduced to Four Seasons Chat leveraged the service on their first stay," he continued. "They also engaged with Four Seasons more regularly – they averaged more than six chats during a stay, more than twice as often as the industry average of three. Overall, guests loved the new simple and intuitive feature." >>

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“Some of the benefits of Chat is customisation and comfort at one’s fingertips; if you feel like a mojito poolside or adding an extra person to a dinner reservation, simply send an instant message to request prompt assistance and get answers in real-time, from real people. Chat makes it easy to get organised before arrival and put a face to a name during one’s stay. Need to get in touch following departure? No problem, Chat away!”

Four Seasons Chat is currently live in 82 hotels and resorts, 21 residences as well as the Four Seasons Private Jet, with rollout across all remaining Four Seasons properties taking place this year.