Diamond Resorts
Diamond Resorts International® wanted new technology to heighten customers’ experience in the lobby. What they implemented would enhance the entire journey of their guests - before, during and after the trip.
Diamond Resorts International® desired a lobby system to improve the guest experience in reception areas and expedite the arrival process. They wanted to promote merchants and attractions near each resort, and synchronization of content across multiple guest-facing platforms was a key requirement to avoid unnecessary data re-entry. Having over 300 properties, Diamond wanted an partner experienced with launching worldwide on a similar scale. Maintaining brand integrity meant a cloud-based framework was crucial for content creation at both headquarters and property level. Monscierge had the infrastructure and features of the initial vision of DRI, and a mobile application for accessing the lobby and other travel information from a smartphone device.
Industry Vision
While Diamond Resorts International® expected cutting-edge products from their vendor of choice, they also wanted a partner with a voice in the industry. Monscierge creates resources to progress and empower hospitality staff beyond the implementation of technology.
True Local Recommendations
Empowering local experts, the hoteliers, to be the voice of what's promoted to guests. Local merchants are referred by each property, and Monscierge curates the information to reduce dependency of third-party apps and sites, keeping the guest connected to a trusted local expert - their hospitality provider.
Guest Adoption Program
Monscierge works with each property individually to achieve optimum downloads and user activity for both guests and hotel staff. From resorts to conference centers, Monscierge helps define, implement and track adoption strategies, tailored to the appropriate needs for varying hotel distinctions.
GEM Reports
The Guest Experience Management (GEM) reports are seasonal aggregations of hospitality trends, highlights of case studies and data analytics findings from the Monscierge products used on guests' smart phones and in hotel spaces worldwide.
Operational Achievements
The "Call Concierge" feature was specifically developed for Diamond Resorts' owners and guests to have access to local offers hand-picked by DRI Concierges.
Over 1/2 million online impressions via social postcards were sent from EU resorts alone this year.
- Multilingual technology was enabled across 300 resorts, in 43 countries.
- Global, cost effective delivery of hardware through various taxation levies.
- Logistical deployment to countries with challenging import procedures.
Microsoft Partner
Hospitality is facing a wave of changes with emerging technologies shifting the operations of the typical hotel property. Microsoft is working with the hospitality industry to help overcome the technology gaps with highly integrated solutions. Microsoft wants to give hotels a competitive edge with solutions to capture the preferences and interests of their customers and deliver unique personal guest experiences at each point of contact. Monscierge Connect Lobby and Connect CMS, were developed with Microsoft platforms for seamless, cutting-edge technology architecture.
Powered with Microsoft Technology
- Silverlight 5.0/Toolkit
- WCF RIA and Web Services
- Built with Visual Studio 2012
- Expression Blend
- Bing Silverlight Control
- Windows Server / IIS
- .NET 4.5
- Entity Framework 5.0
- Transient Fault Handling
- Azure SDK, Web Roles
- Service Bus
- Windows 7/8
- .NET 4.5
- WPF 4.5
- PixelSense 2.0 SDK
- Built with Visual Studio 2012
- Entity Framework 5.0
- Expression Blend
- Bing Route, Geocode, and Search Services
- Bing WPF Control
- Transient Fault Handling
- Microsoft Surface
Conclusion
Over the course of one year, Diamond Resorts International® successfully established new guest-facing technology for properties and affiliates in 43 countries, and in 12 languages. As the World’s fastest growing timeshare organization, the flexibility to add new resorts as soon as they come on board without having to republish mobile apps was critical. Utilizing Monscierge’s patented technology, integrated partners, and hospitality resources, DRI progressed the relationship between time-share owners and brands by strengthening the service connection. What began as a way to improve the check-in process would come to revolutionize DRI’s guest satisfaction strategy.
