Creating exceptional guest experiences with Grab For Business Concierge

The hospitality industry is on the road to recovery thanks to “revenge travel”. To make up for lost trips during the COVID-19 pandemic, people are now?travelling?en masse and booking hotels with gusto, much to the delight of the hospitality industry.??

In 2022,?more than 900 million tourists traveled?internationally – double the number recorded in 2021, according to data from the UN World Tourism Organization (UNWTO). In Southeast Asia alone, international tourist visits saw?a 1,706% increase in 2022?compared to the previous year. For 2023, the UNWTO expects international tourist arrivals to?reach 80% to 95%?of pre-pandemic levels.

While tourists are adopting a “more cautious attitude”, they still seek value for money and positive travel experiences. For one, tourists want to reach their destinations quickly to get the most out of their trips. Indeed, the tourism industry relies heavily on transportation to bring?travellers?to their desired destinations. Our data reveals that Grab rides to and from airports?grew three-fold between January and December 2022.??

On-demand transport services can further elevate the travel experience by providing a fast, efficient, and affordable means for tourists to get around.?

Elevating the guest experience through transport?

Booking a ride around Southeast Asia can be challenging, especially if you’re coming from airports or hotels. To help create a memorable, enjoyable, and hassle-free experience for their guests, hotels can offer airport transfers or shuttle buses. Providing a positive guest experience through transport can drive customer loyalty and garner?favourable?reviews for your establishment.??

However, instead of creating their own fleet – or engaging with a separate airport transfer or shuttle service – hotels can now tap into Grab’s network of active driver-partners across Southeast Asia through Concierge.???

Introducing Concierge by Grab For Business

The?Concierge?feature in the Grab For Business Portal helps our hotel clients create an exceptional guest experience. Hotel clients can use the Concierge feature to book?Grab?rides for their guests as part of a value-added service.?

To use the Concierge feature, simply choose your guest’s pick-up and drop-off points. Key in the guest information and service type (i.e., GrabAssist, GrabBike, GrabCar Premium, GrabCar Rent, GrabCar Economy, GrabCar Economy Green, and GrabCar Economy XL). Review guest details carefully before booking the ride.

Guests don’t even need to install the Grab app to enjoy this service, as they will receive their trip details via SMS. This feature is particularly useful for tourists coming from outside Southeast Asia.?For payment, hotel clients can opt to either pay on behalf of their guests and bill them during checkout, or select the cash payment method so guests can pay in cash after their ride.?

Creating exceptional guest experiences with Concierge?

The Concierge feature in the Grab For Business Portal can help hotels streamline their operations while improving overall guest experience. Enhanced guest satisfaction, in turn, can lead to?favourable?reviews, more bookings, and increased revenue for your hotel.

Through the Concierge feature, hotels can tap into Grab’s more than 2.8 million active driver-partners across 488 cities in Southeast Asia. As such, hotels can offer on-demand transport services without setting up their own fleet.?

While indeed useful for hotel clients, the possibilities with Concierge are endless. Even smaller establishments, such as Airbnbs and hostels, can also use the Concierge feature for their guests – all they need to do is set up a Grab For Business account as well.

And it’s a service that will only ramp up in demand as “revenge travel” continues beyond 2023. Future Market Insights forecasts that pre-booked on-ground transfer services will see a compound annual growth rate (CAGR)?of 23.6% between 2021 and 2031, with global market value?reaching US$52.42 billion by 2031, primarily driven by artificial intelligence (AI) and digital payments.

Start creating an exceptional guest experience today with?Concierge by Grab For Business. Get in touch today to schedule a call or demo with one of our partners to learn more.