Hotel & Spa Live logo

18 & 19 SEPT 2019


The Innovations Putting the Four Seasons at the Forefront of Their Industry

One hotel innovation that’s got everyone talking is the game-changing FS Chat, which is an instant messaging messaging system created by the iconic hotel group, The Four Seasons. What’s great about this system is that it offers live human translation of text messages between the guests and staff members, and the system is able to translate over 100 different languages!

Max Musto, general manager of the Four Seasons Chiang Mai and the Four Seasons Tented Camp Golden Triangle, explains how this start-of-the-art system works.

“Sometimes customers just don’t want to pick up their phone or go all the way down to reception to sort certain things. And this is why we created our FS Chat, as now they can connect with us instantly.

“FS Chat was launched November last year and since then, every single one of our guests have loved it!”

What’s great about FS Chat is that you don’t need to download a separate app. Guests can use SMS, the Four Seasons app, Facebook Messenger, or WeChat to connect to their hotel.

When speaking in more detail about FS Chat, Max revealed he has some rules staff need to adhere to, as he said that all staff try to answer messages within 90 seconds. It also allows guests to customise their time at the hotel.

Customers can even personalise their own beds! They can be set to soft, medium or firm through their custom-designed zip-on mattress topper. These zip-on systems are easy to use and much more manageable for the housekeepers.

Max believes that if hotels can get the basics right, like recognising guests by name, they will add a great deal of value to their customers’ experience. However, if you want to reach the top of your game, then you need to offer unique experiences for each hotel in its location. That can be done by investing in new innovations such as these new mattress toppers and instant messaging systems.

“If you are staying in a luxury hotel, then money normally is no object,” said Max, “there is more emphasis on the whole experience. At Four Seasons we don’t sell rooms anymore, we sell an overall experience. You need to create memories for your guests to make them want to come back again and again, and this is a motto that all hotels should be adopting.”