Marriott launches virtual concierge

A few mouse clicks and room service awaits upon your arrival. And the local weather report will help you decide what to pack. Or the convenience of an airport shuttle can be confirmed.

These are just a few of the services that guests can now request online via Marriott International's 'At Your Service' pre-arrival planning service and 'virtual concierge', effective January 25.

Marriott's At Your Service programme focuses on the total guest experience from point of reservation to check-out. As part of the pre-arrival planning service, guests will receive a personalised e-mail five days prior to check-in that includes local transportation, weather and restaurant information, as well as directions and maps.

This service will be offered at nearly 2,500 hotels worldwide, including Marriott, JW Marriott, Renaissance, Courtyard, Spring-Hill Suites, Fairfield Inn, Residence Inn, TownePlace Suites and Marriott Conference Centers.

At a growing number of hotels and resorts, the service will be expanded as a "virtual concierge".

Guests will be able to reserve spa treatments, room service for delivery upon arrival, and other amenities specific to each hotel.

Marriott plans to continue adding useful and timely information and services as it expands the 'virtual concierge'.

"The pre-arrival planning service and 'virtual concierge' are based exclusively on feedback from guests, who asked for information about their stay that is personalised, reassuring and timely," said Senior Vice-President of Marketing Rita Cuddihy.

"According to our research, more than 80 per cent of guests said they'd be more likely to book their next trip with Marriott if they received this type of service."

Also implemented as part of the At Your Service programme are enhancements to Marriott.com.

With more than 20,000 new photos of hotels and resorts, guests can make even more informed decisions.

Other improvements include an easier process for Marriott Rewards members to redeem their points online.

The pre-arrival planning service and 'virtual concierge' build upon the success of the At Your Service system already in place at full-service hotels.

Rather than calling various numbers to request different services, guests simply press the At Your Service button from their in-room phones to speak with one guest service associate.

These new offerings are a component of the new look and feel of Marriott, a fresh approach influenced by the world's foremost innovations in design, technology, culinary expertise, service and comfort.