How Viceroy Chicago Enhanced Guest Experience and Staff Satisfaction with Digital Tipping

About Viceroy Chicago

Viceroy Chicago is an architectural gem in the heart of Chicago's prestigious Gold Coast neighborhood. With 180 rooms and 18 suites housed in a modernist glass tower built from a 120-year-old landmark building, the property seamlessly blends historic elegance with contemporary luxury.

Recently recognized with a Gold Badge in U.S. News & World Report's 2024 Best Hotels Rankings and named among the Top 10 Hotels in Chicago by Condé Nast Traveler, Viceroy Chicago exemplifies excellence in hospitality.

The Challenge: Adapting Luxury Service for Modern Guests

Despite providing exceptional service, Viceroy Chicago faced a common challenge in the luxury hospitality sector — guests wanting to show appreciation but not carrying cash. This limitation particularly affected room attendants, who provide essential services but often missed out on gratuities due to the increasing prevalence of cashless payments.

"Just hoping a guest leaves a tip in the room doesn't happen anymore. Unfortunately, seeing the QR code sticker in the room almost reminds them, 'Hey this is actually a good thing to do.'"

Chanielle Beach

Director of Operations, Viceroy Chicago

The Solution: Seamless Digital Tipping

After evaluating several options, Viceroy Chicago chose eTip as their preferred digital tipping platform.

The implementation included:

• Integration with Apple Pay and Google Pay for frictionless transactions
• Room-specific QR codes for convenient in-room tipping
• Individual QR codes for bellman services
• Seamless payroll integration
• Comprehensive staff training and support

The hotel took a methodical approach to implementation — conducting extensive staff education one month before launch, providing detailed training on the mobile app interface, and creating excitement through regular communication before going live.

"The room attendants have the hardest job in the building, and to highlight them and give them the opportunity to see more income is fantastic."

Chanielle Beach

Director of Operations, Viceroy Chicago

Results: Exceeding Expectations

The implementation of eTip has delivered significant results at Viceroy Chicago:

Substantial Additional Income

Within just three months of implementation, the hotel collected over $4,000 in digital tips — including several $100 tips that would have been unlikely with cash-only options.

Enhanced Staff Recognition

The platform enables guest feedback, which the hotel leverages for their "First and Always" recognition program — providing additional rewards when staff members are mentioned by name.

Improved Staff Retention

The digital tipping program has become a valuable differentiator for staff retention. "Who would leave if another hotel opens and looks shiny and new but they don't have a tipping program?"

Elevated Guest Experience

The modern, contactless solution aligns perfectly with the hotel's luxury positioning, making it easier for guests to show appreciation for exceptional service.

Looking Ahead

Following the success with room attendants and bellman services, Viceroy Chicago is exploring further expansion:

• Expanding digital tipping into food and beverage operations
• Leveraging eTip as a staff recruitment and retention tool
• Highlighting additional income potential during the hiring process

"I think it's a really great system — there shouldn't be any hesitation. It's a minimal cost with a greater reward."

Chanielle Beach

Director of Operations, Viceroy Chicago