BluIP Teams Up with Oracle to Transform Guest Engagement at Loews Hotels

Enhancing Guest Engagement: BluIP and Oracle Hospitality's Innovative Collaboration

In a remarkable partnership, BluIP, a leader in AI-powered communications, has completed a project that will redefine guest experiences at Loews Hotels & Co. This initiative, which kicked off on January 1, 2025, culminated in a fully integrated guest engagement center that went live in May 2025, managing over 1.1 million interactions per month. The project aimed to consolidate communication channels and improve service efficiency by integrating with Oracle OPERA Cloud, a well-regarded property management system.

The Vision for a Unified Guest Experience

Loews Hotels recognized the need for a seamless and personalized experience for guests. By partnering with BluIP and leveraging the capabilities of Oracle OPERA Cloud, they aimed to transform how team members interact with guests. The initiative focused on providing immediate access to guest details, ensuring that every interaction begins with context, thus eliminating the need for guests to repeat information like confirmation numbers.

Armen Martirosyan, CEO of BluIP, highlighted the importance of creating a personal touch in hospitality. He stated, "Loews set a clear bar to make every interaction feel personal and effortless." With BluIP's voice, chat, messaging, analytics, and workforce management solutions, agents are empowered to engage with guests effectively from their first point of contact.

What Does the New Platform Offer?

The newly implemented platform offers several significant features:
1. Instant Access to Guest Data: As inquiries arrive through various channels, agents can view relevant reservation details, guest profiles, and past interactions instantly.
2. Contextual Continuity Across Channels: If a guest starts a conversation via chat using BluIP AIVA, their context follows seamlessly even if they switch to a live agent, ensuring a fluid experience.
3. Enhanced Routing Capabilities: BluIP designed an enterprise-wide routing directory within the guest engagement center, enabling swift transfers of calls to specific hotel departments or individual extensions without hassle.

This integration not only serves guests better but also streamlines operations for hotel staff, allowing them to dedicate more time to enhancing guest satisfaction rather than managing administrative tasks.

Achieving Seamless Interactions

Heather Girolami, Senior Vice President at Loews Hotels & Co., emphasized the goal of providing a well-executed stay for guests. The new system's capabilities allow team members to view essential reservation information and requests at the moment of contact, drastically reducing friction in guest interactions.

Girolami stated, "Our guests should have a seamless and well-executed stay. Team Members now see the reservation, the dates, and the request the moment a chat or call lands. We're taking care of our guests with less friction."

Timely Transformation with Proven Results

The entire project was completed within five months, showcasing BluIP's commitment to innovate within the hospitality sector. In partnering with Oracle, BluIP proved that connecting platforms in meaningful ways transforms the interaction model, enabling hotels to prioritize guest service over data collection.

Tanya Pratt, Global Vice President of Strategy and Product Management at Oracle Hospitality, praised the project, stating, "The Loews project demonstrates the power of Oracle OPERA Cloud's open architecture when paired with the right partner." She described how this collaboration enhances context-aware service across multiple channels, directly linked to the comprehensive guest data hosted by Oracle OPERA Cloud.

Conclusion: A New Era for Hotel Guest Engagement

With BluIP and Oracle's new communication platform in place, Loews Hotels is set to change the standard of guest experiences. This integration not only supports the immediate needs of guests but marks a significant leap towards a future where seamless communication and hospitality expertise combine to create unparalleled service. As technology continues to evolve, partnerships like these pave the way for an innovative, guest-centered approach in the hospitality industry.