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A Connected World: Luxury Brand Seeks To Transform Travel For The Future

October 4, 2014 Tech No Comments Email Email

Exclusive Resorts® is appealing to the new promise of a mobile society where luxury consumers are using technology for every aspect of their journey, with the introduction of an innovative new web application and service cloud.

The goal? To employ new technology to deliver an even more personal human experience versus the impersonal devices of the future – from robot bellhops and giant aircraft carriers to mega-cities and self-driving smart cars.

“All the evidence suggests, that 50 years from now it will be the age of the robot, the computer, interactive television, undersea cities, mega-cities, solar-powered cars – and more than 7.5 billion inhabitants of our planet,” says Philippe Bourguignon, CEO of Exclusive Resorts. “We are not at the beginning of a new millennium, but on the threshold of a new civilization.”

In response to growing demands for greater convenience and customization in every aspect of life, Bourguignon and his team at Exclusive Resorts created The Source, an innovative new web application and service cloud. Designed to support their team of dedicated vacation experts assigned to each member, The Source tracks guest details in a cohesive and efficient way, cataloguing personal preferences from favorite wines to anniversary dates for future reference.

“In this new mobile age, it is easy to lose your way. As hotels and resorts race to adopt the latest innovations designed for efficiency and mass they are unable to deliver the high level of smart and personalized service that affluent travelers increasingly demand, and deserve,” says Bourguignon.

Unlike the cookie-cutter service of luxury hotels, each of Exclusive Resorts’ 4200 members works with his or her own dedicated Ambassador – a sort of combination counselor, caretaker, consultant, confidant and coach – whose role is to craft memory-making vacations with barely a hint of direction.

“By creating an intuitive console for ambassadors to enter unique member profiles and view catalogued guest information, we’ve been able to replace the standard spreadsheets and standalone databases (typical of most luxury hospitality brands today) with a dynamic solution that allows us to even better customize our travel process,” says Kristen Nolte, Chief Marketing Officer for Exclusive Resorts. “This new application once again puts us at the forefront in the luxury travel space by arming our teams with the tools to be even more intuitive without jeopardizing the Club’s incomparable relationship-based service model that still acts as our most impressive differentiator.”

In addition to enhancing the service experience and improving the Club’s research, booking and predictive planning capabilities, The Source will also establish a new mobile-friendly member environment where guests can make automatic adjustments to their itineraries and rate their experiences in a destination – from restaurants and tour guides to their favorite villa or spa therapist. By enhancing their online member community, Exclusive Resorts is able to leverage the power of ‘word of mouth’ in an environment where members can interact openly with their peers.

“This is content created and driven by our members – hotels and resorts don’t have that capability and depend on more widely used review sites where anyone can post.  People today are looking for that validation from friends and family and this gives them a forum to do just that,” says Nolte.

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