Meeting room too cold? Tap your app. That’s what convention services managers are now telling their clients at 350 Marriott International properties in the U.S., with the introduction of Red Coat Direct, a new customer-service app for meetings.
The app’s home screen has two buttons—“Make a Request” and “Request Status.” Clicking the request button leads to a screen with five choices: food & beverage, audiovisual, meeting room, room temperature, and other. The planner chooses the category, writes up the request, then sends it off. All requests go to the event’s CSM as well as the department that can help. For instance, if you want the room temperature changed, the screen asks if you want it up or down and by how many degrees. The information is sent to the CSM and the engineering department at the same time. The engineering department makes the change, and the CSM responds to the customer to confirm that the request has been taken care of.
The free app, which works with all Internet-enabled devices, is personalized to the meeting planner and customized to the meeting. A link to the app is sent to the planner and can be used up to three days before as well as during the event. It saves all requests for several months so the planner can use the historical data for future meetings.
Marriott expects to expand the Red Coat Direct app to its global portfolio of 500 hotels by the end of 2014.