Hilton London Heathrow Airport enhances virtual experience with tech upgrade

Integration of Kipsu messaging app among a number of digital investments during refurbishment

Hilton London Heathrow Airport has adopted the Kipsu app which allows guests to message members of staff directly as part of a multi-million pound refurbishment.

The property at Terminal 4 has been closed while the work to upgrade many of its public areas, including introducing OXBO, a new dining concept, took place.

Hilton said the hotel now offers a number of new digital platforms “which will streamline many aspects of the stay, along with the introduction of a whole host of measures to keep hygiene at the highest standard”.

The Hilton Honors app allows guests to check in and out directly and the hotel has introduced messaging service, Kipsu, which gives direct contact with any member of staff.

It has also introduced a QR code service which enables guests to read newspapers and magazines via their own digital device.

Hilton Area General Manager Oliver Stockland said “Technology has allowed us to give guests a more virtual experience and we believe this is now with us for good.

“We want guests to feel confidence when they stay with us and know that they can rely on the assurances that we have some of the very best practices in place.

“As corporate business also returns, the hotel has also introduced hybrid meetings, which allows people to get together in person but also offers those who can’t physically attend to join virtually.

“We have really thought through and re-imagined our team member’s roles, for example, we will re-open with a multi-functional workforce of ‘guest service agents’ who are flexible and empowered to deal with guest requests at the initial point of contact, as opposed to referring them elsewhere.

“It means they can service the customer’s needs from the first point that they interact with them.”