Wyndham Connect℠ is designed to help owners
increase revenue and curate personalized experiences for guests;
now available in North
America
PARSIPPANY, N.J., July 1, 2024
/PRNewswire/ -- Owners looking to boost revenue, elevate their
service to guests and make their day-to-day operations run more
seamlessly can now take advantage of Wyndham Connect℠ in
North America. First announced at
its 2023 Global Conference, Wyndham's new guest engagement platform
powered by Canary Technologies comes at no additional cost to
owners.
Designed to enhance the guest experience through a series of
best-in-class, mobile-centric tools, Wyndham Connect leverages one
of the most substantial AI-driven large language models, allowing
owners to cater to modern travelers and their evolving needs.
Today, nearly 2,000 hotels in North
America have started using Wyndham Connect, leveraging its
benefits to drive value and help support their bottom lines.
"We always put our franchisees first, and investing in
innovative technology like AI sets them apart from the competition.
With access to powerful solutions like Wyndham Connect, our
franchisees can manage their businesses more efficiently and curate
guest experiences to help make stays more meaningful than ever. The
result? Happier guests, higher chances for repeat business and
money in franchisees' pockets."
- Scott
Strickland, Chief Commercial Officer, Wyndham Hotels &
Resorts
Enhancing Experiences, Enhancing Business
Last year,
hotels across all Wyndham brands globally with Overall Social
Review (OSR) scores above 4.0, on average, saw twice as much RevPAR
growth compared to those with lower scores. Designed to increase
profitability by leveraging technology to streamline owner
operations, the rollout of Wyndham Connect helps owners keep guests
more engaged than ever by personalizing their experience.
Whether it's leveraging AI to respond to 80% of common guest
messages like directions to the airport shuttle or helping guests
to plan for a late departure, Wyndham Connect enhances the guest
experience while giving staff time back to focus on other key areas
of day-to-day operations. Key benefits of Wyndham Connect
include:
- Messaging that Matters: Allows staff to use AI-generated
messaging to help respond to guests via text message with ease and
speed before, during and after their stay.
- Smart Mobile Check-In: Speeds up the check-in process
for both guests and front desk agents, helping to verify guest
information in advance and protect hotels from chargebacks.
- Effortless Upsell: From early check-in, late check-out
and personalized upgrades, hotels can generate incremental revenue
while making each stay personal and memorable for guests.
- Smart Mobile Check-Out: Provides a faster, contactless
check-out experience for guests, while helping alert front desk
agents and housekeeping staff when guest rooms are available.
- Boosting Online Reviews: Encourages guests to complete
surveys via text message following their stay, helping hotels
improve the chances of receiving positive online reviews while
addressing guest concerns more quickly.
- Integrated Mobile Tipping: Allows guests to easily leave
housekeeping tips, in an age when carrying cash is less common. The
benefit? Based on all Wyndham hotels that have adopted the digital
solution, the average tip is more than $10.
"I do business with Wyndham because they invest in my
success. With industry-leading property and revenue management
services and access to technology like Wyndham Connect, I'm
building relationships with my guests and its translating to
hundreds of dollars a week that I'd otherwise miss out on."
- Ajit Patel,
Wyndham Franchisee
Unleashing the Power of AI
The rollout of
Wyndham's guest engagement platform is part of the Company's
broader approach to technology. Over the last six years, Wyndham
has invested nearly $325 million
delivering industry-first sales, marketing and digital
innovations—all part of The Wyndham Advantage—to elevate the owner
and guest experience.
Strategically embracing AI and allowing for innovation to
revolutionize its operations has been a key focus area for Wyndham
to support owners, guests and team members. From implementing AI to
advance how Wyndham engages with guests to enabling team members to
tackle day-to-day tasks like transcribing meeting notes during
virtual meetings, Wyndham has taken a purposeful approach to drive
efficiency, productivity and enhanced experiences for team members,
owners and guests. Some highlights include:
- Tech-Forward Call Centers: From real time coaching
prompting agents to speak slower to reminders of procedures in
place to find solutions quicker, Wyndham call centers are embracing
AI. This also includes the adoption of conversational AI to answer
calls on behalf of agents and summarize cases, ultimately giving
them time back to serve more guests and serve them better.
- Effective Guest Service: With an easy-to-access chatbot
within the mobile app, Wyndham can service its guests and loyal
Wyndham Rewards members by answering about 60% of common
questions—giving guests a better experience and customer care and
call center team members time back to focus on high-priority cases.
Missing Wyndham Rewards points? Wyndham chatbots can quickly
validate members and their stays and award their points promptly in
the chat—a process that could have taken days previously.
- Easy Owner Solutions: As part of its owner engagement
platform, Wyndham Community, the Company is leaning into AI to
quickly address owner needs. Whether it's an inquiry on brand
standards or a question about a folio, Wyndham has incorporated
natural language AI into its systems to get answers to owners
faster—allowing them to focus in on what matters most, their
business and their guests.
- Streamlined Operations: Wyndham is leaning into AI to
analyze and forecast opportunities related to rate and occupancy
optimization, sales leads and more to help owners maintain a
competitive edge and maximize their revenue. What previously could
have taken hours for team members and owners to sift through is now
more readily available than ever, leading to more fruitful
conversations, more strategic decisions and actionable solutions to
elevate owners' businesses.
For more information about Wyndham Hotels & Resorts,
including franchising opportunities, visit
www.wyndhamdevelopment.com.
About Wyndham Hotels & Resorts
Wyndham Hotels
& Resorts (NYSE: WH) is the world's largest hotel franchising
company by the number of properties, with approximately 9,200
hotels across over 95 countries on six continents. Through its
network of over 876,000 rooms appealing to the everyday traveler,
Wyndham commands a leading presence in the economy and midscale
segments of the lodging industry. The Company operates a portfolio
of 25 hotel brands, including Super 8®, Days Inn®, Ramada®,
Microtel®, La Quinta®, Baymont®, Wingate®, AmericInn®, Hawthorn
Suites®, Trademark Collection® and Wyndham®. The Company's
award-winning Wyndham Rewards loyalty program offers approximately
108 million enrolled members the opportunity to redeem points at
thousands of hotels, vacation club resorts and vacation rentals
globally. For more information, visit www.wyndhamhotels.com.
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SOURCE Wyndham Hotels & Resorts
