Viceroy Hotels & Resorts opts for Volara – Hotel-Online


Viceroy Hotels & Resorts | December 19, 2019

Viceroy L’Ermitage Beverly Hills Adds Volara-Powered Amazon Alexa Voice Assistants to Every Room as Viceroy Hotels & Resorts Deploys Powerful Voice-Based Guest Engagement Solution

New York – December 19, 2019 – With voice technology disrupting hotel guest engagement and redefining how services are requested, Viceroy Hotels & Resorts expands relationship with Volara to power smart speakers in guest rooms and enable automated voice services at its luxury boutique hotels. Viceroy L’Ermitage Beverly Hills is the third property in the brand’s portfolio to add Amazon Alexa devices powered by Volara in all bedrooms; Viceroy’s Hotel Zetta San Francisco and Viceroy Los Cabos in Baja California are already equipped with Volara and are relying on it to support their in-room voice-to-command initiative – other Viceroy properties will adopt the solution in 2020.

“Wanting to make the Viceroy guest experience feel like a natural extension of how our guests operate on a daily basis, we have integrated a voice technology solution into our rooms,” said Darren Clark, vice president of technology for Viceroy Hotels & Resorts. “Volara meets the hotel’s complex technical specifications and simultaneously adheres to our obligation to ensure guest privacy.”

Clark added, “When we first started studying voice technologies, we were hoping to find an innovative and flexible partner with integrations to other third-party applications. Volara understood our vision, and it already had integrations to over 40 hotel technologies, including IPTV, room control, PBX, music, and work order management. Safety was also extremely important to us. Volara ensures that guest records are never associated with their Personally Identifiable Information. They ensure that all guest records are deleted within 24 hours – a distinct difference from handling user records in the consumer environment.

To date, guest reviews of having Alexa in rooms have been positive and is reflected in online reviews and post-stay surveys. On average, the property sees a wide range of interactions from monitoring TV and music streaming to inquiries and questions about hotel amenities and services. Feedback from group businesses and weddings has also been overwhelmingly positive.

Also in the rooms, the Zetta San Francisco has placed a Volara-powered Amazon Alexa in the lobby to expand interaction with guests and add another point of contact for interacting with the hotel. Viceroy and Volara are currently discussing a meeting room app as it would be invaluable customer service for meeting planners and social groups to use voice commands to control lighting, start video presentations, order food. and drinks and make additional requests from the meeting rooms. in hotels.

Integration of Volara into INNCOM by Honeywell allows Viceroy L’Ermitage Beverly Hills guests to control room lighting, do not disturb / make-up settings, and room temperature; integration to Sonifi allows guests to use their voice to control the TV, change channels and adjust the volume; integration into ALICE Hotel Operations Platform transparently transmits guest requests for pillows, toothbrushes, minibar refreshments and more; integration to iHeartRadio allows guests to play music and listen to podcasts; and the solution facilitates direct calls via Alexa to reception, concierge, valet, etc. At Hotel Zetta, Volara integrations include ALICE, the MCOMS In-room entertainment platform and iHeartRadio. At Viceroy Los Cabos, Volara integrations include ALICE, Inspire and INNCOM by Honeywell.

Viceroy is also considering a voice assistant solution optimized by Volara for internal applications to streamline engineering tasks, enable room state changes and facilitate communication between employees.

“Volara is honored to be the exclusive provider of voice technologies for Viceroy Hotels & Resorts,” said David Berger, CEO of Volara. “It’s exciting to see these top hotels thrive, as guests and staff benefit from voice interactions. As this luxury boutique hotel brand continues to inspire travelers to create their own unique journeys, Volara continues to strive to personalize while implementing strong guest privacy and data security measures throughout. Viceroy hotels. We love working with innovative hoteliers and look forward to expanding our collaboration with Viceroy in the new year.

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