SLS Hotel Adds Personal Touch to Guest Visits with Custom Mobile App

By Philip Dailey, General Manager, SLS Hotel at Beverly Hills, a Luxury Collection Hotel | May 13, 2010

In order to reinforce the SLS Hotel at Beverly Hills' motto of "Style, Luxury and Service," hotel management knew that strategic partnerships would play a powerful role. Evidence can be seen in the hotel's alignment with iconic designer, Philippe Starck, as well as the culinary brilliance of chef José Andrés, both of whom have helped to enable the SLS Hotel at Beverly Hills to stand out, defining the name in luxury hospitality in Los Angeles and beyond. However, just as instrumental in helping to create the hotel's success is the essential partnership that is formed with each and every guest.

With this focus, the hotel has been able to create a two-way dialogue with its guests by learning first-hand, and in real-time, what can be done to make their stay an unforgettably positive experience. The result of this channel of communication is what enables the hotel to deliver service excellence and provide each guest with a uniquely personalized stay each and every visit. This is accomplished through the establishment of innovative digital channels, as well as the ability to leveraging them so that the hotel is able to hear its guests' voices and react quickly. Here at SLS Hotel, those digital channels are presented through a mobile app, GoSLSHotel.

Service at the touch of a finger
With GoSLSHotel, SLS Hotel guests can handle their routine needs, such as in-room dining, restaurant reservations, or housekeeping from the comfort of their guestroom or from outside of the hotel. However, the added value of GoSLSHotel to guests lies in their ability to access SBE's integrated network of other luxury hotel, restaurant and nightlife properties simply by activating the app. This allows guests to extend their experience from SLS to other venues within the SBE luxury collection, while enabling staff to cater to every whim, fancy and appetite of each guest who stays in one of the hotel's nearly 300 rooms.

GoSLSHotel is just one example of SBE's ability to personalize luxury, and it's at the core of SBE founder and CEO, Sam Nazarian's vision, for the ultimate lifestyle experience. Beyond the SLS Hotel, SBE owns and/or operates some of Los Angeles' most well-known restaurants destinations, including XIV by Michael Mina, The Abbey Food & Bar, Gladstone's Malibu and Katsuya (with its four locations in Hollywood, Brentwood, Glendale), and most recently, LA LIVE. And this is in addition to a number of nightlife venues including INDUSTRY, The Colony, MI-6, and three Hyde Lounge locations in Hollywood, Staples Center and at Mammoth Mountain. The GoSLSHotel acts as the gateway to guests for each of these venues.

Working with Runtriz, a local Los Angeles-based developer, to create the GoSLSHotel app, SLS made it a priority to enable functionality that allows the hotel to not only share messages with its guests, but to also allow management and staff to listen to them, providing the company with immeasurable information. Based on the hotel's personalized criteria and the flexibility of the GoSLSHotel app, there is now a real-time survey module within the application that gives management immediate feedback and the opportunity to respond to an incident, instead of relying on comment cards that are typically filled out after the guest checks out. This tool is providing hotel management and staff yet another opportunity to deliver unparalleled service with speed and efficiency like never before.

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