Wyndham Connect Rolls Out Across North America, Elevates the Guest and Owner Experience
Wyndham Hotels & Resorts has launched Wyndham Connect across North America, a new guest engagement platform powered by AI-driven technology from Canary Technologies. This rollout, which was announced at the 2023 Global Conference, is available at no additional cost to hotel owners.
Wyndham Connect aims to enhance the guest experience through mobile-centric tools, such as AI-generated messaging, smart mobile check-in/check-out, and integrated mobile tipping, which have already been adopted by nearly 2,000 hotels in North America. The platform helps streamline operations, boosts guest satisfaction, and drives incremental revenue through personalized services and upselling opportunities.
Hotels with higher Overall Social Review scores saw double the RevPAR growth compared to those with lower scores. Wyndham has invested $325 million in digital innovations to improve guest and owner experiences, including AI tools to enhance call centers, streamline operations, and address owner inquiries swiftly.
The adoption of AI-driven solutions is expected to increase efficiency, productivity, and guest satisfaction, ultimately benefiting hotel owners' bottom lines.
- AI-driven Wyndham Connect adopted by nearly 2,000 hotels in North America at no extra cost.
- Hotels with higher OSR scores saw twice the RevPAR growth.
- Integrated mobile tipping with an average tip exceeding $10.
- Wyndham's $325 million investment in digital innovations over six years.
- AI tools improve operational efficiency and guest satisfaction.
- None.
Insights
The rollout of Wyndham Connect in North America signifies a substantial investment in technology aimed at enhancing revenue and operational efficiency. For investors, this can potentially translate into improved financial performance for Wyndham and its franchisees. By implementing a variety of features like smart mobile check-in and AI-driven messaging, Wyndham Connect can help hotels streamline operations and boost profitability. Key metrics to watch would be
Additionally, the ability to boost online reviews and tips via digital solutions can indirectly influence revenue by enhancing customer satisfaction and increasing the likelihood of repeat visits. In the short term, this might lead to temporary upticks in operational expenses as hotels implement these new systems, but the long-term outlook remains positive.
Wyndham Connect leverages advanced AI-driven language models and mobile-centric tools, which are at the cutting edge of current technology trends. The use of AI to respond to 80% of common guest messages indicates a strong move towards automation, which can significantly reduce staff workload and improve efficiency. The platform’s ability to streamline tasks like check-in, upselling and guest communication showcases its potential to revolutionize hotel operations. However, it is important to consider the adoption curve and the learning phase for staff and guests.
Interestingly, the rollout includes features like integrated mobile tipping and smart mobile check-out, which address evolving customer behaviors, such as the decreased use of cash. This adaptability to modern trends is commendable and necessary for long-term success. On the downside, the heavy reliance on AI could also pose risks related to system failures or incorrect responses and maintaining a balance between automation and human touch will be critical.
The introduction of Wyndham Connect is a strategic move to enhance guest experiences and increase brand loyalty, important factors in the highly competitive hotel industry. The platform's ability to generate incremental revenue through personalized upgrades and services aligns well with current market trends where personalization is key. Moreover, the enhanced efficiency in operations can result in more satisfied guests, as indicated by the significant improvement in online reviews linked to the platform's usage.
However, while the potential advantages are clear, market dynamics such as consumer trust in AI-driven services and the competitive reactions from other major hotel chains should be analyzed closely. The success of Wyndham Connect will also depend on how effectively it is marketed and perceived by both guests and franchisees. The platform's ability to address modern travelers' needs while maintaining high service standards will likely determine its success in the long run.
Wyndham Connect℠ is designed to help owners increase revenue and curate personalized experiences for guests; now available in
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
"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
- 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
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
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