Building on the innovative SkyPro for flight attendants and mobile Nomad devices for gate agents, Delta Sky Club recently rolled out handheld devices to ambassadors in 32 of its clubs, applying the technology and best practices of sister handheld devices to deliver a more individualized Delta Sky Club experience.
Each handheld device allows ambassadors to welcome and check in guests at the door – guests can then seamlessly enter Delta Sky Club to enjoy its amenities. Guests who have more complex needs, like updating their travel itinerary, can still receive personalized assistance from a front desk ambassador.
"The handheld devices give us the freedom to get out from behind the counter so we can greet guests and check them in more quickly. Standing alongside a customer also is more personable when answering questions and greeting them, making for a more hospitable environment at Delta Sky Club," said Keven W., Delta Sky Club ambassador. "Guests are really liking the change – they have an expectation for this level of service in today's world."
This new tool accelerates the culture of hospitality by minimizing barriers between ambassadors and guests, enabling even more personal engagements and allowing ambassadors to further leverage their exceptional customer service skills and training.
"At Delta Sky Club, we are always looking for new ways to have more meaningful interactions with our guests," said Claude Roussel, managing director – Delta Sky Club. "This innovative device allows us to leverage technology and key learnings from SkyPro and Nomad to create a custom tool for our ambassadors."
This year, additional Delta Sky Club locations will see the handheld devices. In addition to speeding check-in for guests, more capabilities will follow in the coming months. Ambassadors and guests have been providing ideas to the Delta innovation teams that are informing improvements and future functions.
"We've been providing feedback to our Delta colleagues, so that they can tweak and enhance the devices further," Keven continued. "This is a great tool for engagement, which only elevates our guests' experience."
The new handheld device for ambassadors is the latest example of the airline's investment in innovation for Delta Sky Club. Over the past 18 months, Delta debuted renovated clubs at Newark Liberty International Airport and Minneapolis-St. Paul International Airport, expanded the Delta Sky Club at Raleigh-Durham International Airport, and opened new flagship clubs at Hartsfield-Jackson Atlanta International Airport and Seattle-Tacoma International Airport (SEA), which features local, seasonal fare from renowned chef Ethan Stowell. In the past several months, Delta Sky Club at SEA took home three industry awards, including the coveted International Yacht and Aviation Award in the Airport Lounge category.