Hospitality Career E-Mag: Digital Concierge Helps Hotel Improve Guest Experience and Satisfaction by 10 Percent

Courtyard by Marriott is designed to meet the needs of business travelers. To achieve its mission of providing services and amenities that improve the guest experience, Courtyard redesigned its hotel lobbies.

A central element of the redesign is the GoBoard™, a large-format touch screen based on Microsoft® products and technologies. The GoBoard gives guests convenient, real-time access to news, weather, and travel information and features interactive maps that help guests find their way to local points of interest. Since completing the lobby redesign and deploying the GoBoard, Courtyard has found that hotel staff interacts with guests more easily and reports a 10 percent rise in guest satisfaction scores and a 27 percent increase in intent-to-return scores. The comprehensive redesign, including the GoBoard, has helped Courtyard increase market share by 7.5 percent since deployment.