Smartconcierge welcomed at three Sotherly Hotels’ luxury independent properties to streamline staff operations, elevate service and generate more revenue opportunities
The DeSoto Savannah, has selected Go Moment‘s smartconcierge Ivy® to increase response times to guest inquiries, improve staff efficiency and drive engagement through the convenience of mobile text messaging. Managed by Chesapeake Hospitality and part of the Sotherly’s Hotels Inc. collection, The DeSoto reigns as “Savannah’s hotel,” a beloved landmark that has played hostess to presidents, local personalities and visitors since 1890, and is a member of Preferred Hotels & Resorts as well as Historic Hotels of America. Other Sotherly’s properties implementing Ivy include The Georgian Terrace in Atlanta, Georgia and The Whitehall in Houston, Texas.
Go Moment’s Ivy makes an immediate impact on a hotel’s operations by helping to fulfill not only guest service expectations, but to truly transform the request fulfillment process. Unlike most chatbots or digital concierge solutions with limited scripted responses, Ivy combines machine intelligence with human customer service for a seamless, intuitive experience. With Ivy, guests get accurate and immediate replies to questions like “What’s the Wi-Fi password? Can I get more towels? And can I extend my check out time?” freeing hotel staff to focus those high-touch guest interactions that make all the difference. Ivy leverages data to anticipate and meet guests needs by context, preferences, and prior requests, then delivers timely and relevant alerts, content, and offers.
“Adding Ivy to our team is one of the best decisions we’ve made to improve our guests’ experience,” said Kevin Hunter, Director of Guest Services at The DeSoto Savannah. “We started with the hope that Ivy would drive guest traffic for in-house events like Trivia Night, Wing Wednesday and 1540 Room Specials, and alert guests of important hotel communications such as fire alarms, construction, and inclement weather, but what we got was so much more. Ivy is an incredibly intuitive omnipresent member of staff that delights our guests at every touchpoint.”
The DeSoto is an upscale property which features 246 guest rooms, each with breathtaking views, 20,000 square feet of meeting space, business center, fitness center, and rooftop pool with pergolas and seasonal cabana bar with treetop views of Savannah. Visitors enjoy exceptional culinary dining at acclaimed restaurants 1540 Room and Buffalo Bayou, as well as exclusive spaces like Edgar’s Proof & Provisions, featuring over 100 types of bourbon. A unique highlight is The DeSoto’s permanent collection of art, which adds a different dimension to the usual hotel experience.
“Independent hotels are really taking advantage of innovative trends emerging on the scene and we couldn’t be more excited to partner with an iconic and visionary property like The DeSoto to help them elevate their guest experience and streamline service,” says Raj Singh, CEO of Go Moment. “Today’s guests have come to expect instant answers at their fingertips and hotels want new ways to make communications easier and more engaging. Ivy relies on one of the most common activities people do every day – text messaging – and responds to requests in seconds. Managing this type of frontline load is just one of the benefits Ivy provides to both hotels and guests. Ivy also opens up additional revenue opportunities and boosts guest satisfaction scores by 10-30%. It’s an honor to partner with innovative, guest-centric properties like The DeSoto.”
To learn more about Ivy and Go Moment, visit GoMoment.com.