Imagine connecting all hotel guests to one another and the hotel…LobbyFriend is “socializing” the hotel experience! Ever been stuck in your hotel room alone, not knowing what to do in a beautiful city after work? If you are a business traveler, adventurer, shopper, or simply on vacation looking to connect with new people and enjoy the moment, then welcome to the world of LobbyFriend where networking has never been easier. Founded by frequent business travelers, LobbyFriend™ is the first ever Temporary Social Network where users connect with each other while also being connected to their hotel during their stay. Enjoy LobbyFriend by socializing with other guests, taking advantage of exclusive deals, scanning the guest list to find out who’s at the hotel, and feel free to create or participate in all activities in and around the hotel. And remember, it’s temporary! You can only log in if you are checked-in and remain connected to the network even if you're not inside the hotel– so we make sure you enjoy the moment!
As a hospitality manager, this app could bring the potential for many problems from our standpoint.
- From the hotel promotion standpoint it may be good to send out blasts to attract business from a "special of the moment" type of promotion. You'd want to drive them to your own social media platforms for that and proper promotion programs at the front desk can eliminate the need for a lot of this. Unfortunately, these programs do not exist too often and that is a shame. There is no better a place to promote your restaurant, bar or spa specials then at the front desk upon check in. Generally, other than a stop by the concierge on occasion, you will not converse with the guest to any meaningful length again.
- As a hotel professional it doesn't take long to understand what your guests want. Speaking for myself, in both a casual and business stay, I already have plans. Most business travelers are there for just that, and have dinner arrangements and meetings already planned. I don't see where they would have much need to leisurely check around to see who is at the hotel and such. As a leisure stay is concerned, it may be fun. However when I travel, I already know where I am going, which restaurants I am headed to and which activities I want to partake in. Whereas this app may be good for surprises people find in the city as they peruse it, a stop by the concierge fills the same need. Also, I am not interested in being part of a social forum during my hotel stay. I am too busy doing what I am there to do!
- Individual stay information is proprietary for hotels. Imagine if word got out that a guest received an room upgrade for whatever reason. He was previously in the same room category as others. This could spurn many more upgrade requests as guests ask why others received an upgrade and they didn't. As we in the industry know, there are many reasons why a guest receives an upgrade. It may be part of their package. They could be American Express. They may have over a certain number of stays and as part of a loyalty program, receive an upgrade. Or simply, they may have just asked and it was available, and the guest was nice so the agent obliged. You could have a person that paid $500 receive an upgrade, and then have an online client at $99 dollars a night expect the same. Then it becomes a debate on rate paid and before you know it, you have lost a guest's future business because they feel they were cheated. This will also jeopardize your upsell capability.
- Imagine if rate information was discussed. Can you as a front desk agent imagine the conversation on that one! "Why did they get this rate and I didn't", or "Why am I paying more for the same room as they did, and can I re-book my room for the same rate". I hear a lot of "I apologizes" headed for their ears. Once again, any kind of negative guest experience costs you a client and the constant setup of negative interaction for your front desk agents will cost you morale.
As a general manager I would decline usage of this app. I may have a feature added to my own website with a ticker perhaps, or do something inventive with the in house programming. Also, if you have a concierge or guest relations department that is contacting arrival guests a week or so out, they should be promoting in house food and beverage specials as well as spa packages. I welcome your comments below.
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