interfacing with PMS and allowing
guests to seamlessly perform a room
charge directly to their room folios.EXPERIENCE
Aside from ensuring the smooth oper-
ation of its hotels, Ormond Group has
found numerous opportunities to trans-
form the experience of guests through
technology. One such initiative has
resulted in the ongoing trial of an AI
chatbot. “We’ve been trialing the system
for six months in our airport hotel. As
a limited service, short stay hotel, the
very bold decision was made to not
include phones in rooms, leading to many
of our guests having to go to the front
desk for any basic information required.
Now our guests can do so in the comfort
of their room, via a chatbot. Providing this
basic information via a chatbot also
means we will never require manpower
resources to man phones – allowing the
hotel ro run a lot more cost efficiently. To
date, on average, we’re getting about
30 to 40 chats a day from guests, and
if an unusual question is asked, staff can
take over the conversation in real time.999999http://www.gigabitmagazine.com