Contactless contextual service

Thinking about what good service means to me. It’s timely and relevant service when I need and want it.

I already get too many messages from different channels every day. I already find it hard to separate the important and useful ones from the ones that are just polite and solicitous. I really don’t want a few more from restaurants and hotels just to welcome me, wish me happy birthday or to provide me with some cross-selling information.  

However, when I do need something, I would like the hotel to be able to anticipate my needs based on the context, such as what I am doing, where I am or time of day.

For example, if I am standing at the front door of a hotel and it is raining, it will be great if I can scan a QR code placed at the entrance, input my mobile number, which will then bring me to a screen that allows me to choose amongst a few options such as 1) get me a taxi 2) bring me an umbrella 3) fetch my car from the garage 4) Others please specify.

And if I scan a QR code next to a gym entrance, then mostly likely I am looking for towels or water or instructions on how to use a machine. The hotel can absolutely anticipate these needs and have them ready as options besides leaving a space for me to fill in other requests that are not on the list.

The Service Centre that deals with such QR-originated requests should know where I am, based on the QR code location and all they need to do is to deliver to my request or respond to me as needed.

With the right setup and configuration, the system should be programmed with different responses depending on the location of the QR code. This is a contactless touch with guests that demonstrates contextual service based on anticipation and the deep service understanding of the operator.  

Don’t text me, let me text you!