Tech brings more convenience and safety

Continual progress in technology is expected to bring more convenience to hotel guests and has helped to create a safer environment in a time of a pandemic, an executive of a premium hotel in Shanghai said.

"The outbreak of COVID-19 has more or less changed people's work and lives and such an effect may last a long time. For the hospitality industry, it also gives us a chance to do something different under an uncertain environment," said Javier Albar, general manager of the St. Regis Shanghai Jing'an. The hotel is situated at the heart of Jing'an district, Shanghai's cultural and business center.

"The well-being of our guests and associates is of utmost importance to us. Maintaining high standards of hygiene is at the core of the hotel at this stage," Albar said.

"We hope that our guests can enjoy our unchanged premium services in a safer hygienic environment," Albar said. He noted that the wide application of technological tools is one of the hotel's measures in such a challenging time.

According to Albar, the hotel uses technology to elevate the guest experience, whether it be online, offline, on-property and off-property.

"We have indeed adopted a series of technological tools before in an effort to offer a more convenient experiences to guests," he said. "I think its value and effect has become more visible since the outbreak of COVID-19. Guests can feel the true power of staying mobile."

For example, the hotel is working on a mobile check-in service. Guests will input information via a mobile app and complete their check-in online in future instead of the traditional face-to-face contact at the reception desk.

"This has proved very effective and efficient. It not only saves time but also helps control social distancing, which is an important part of curbing virus transmission," he said.

The hotel's enhanced e-butler service also allows guests to make their requests and communicate with the hotel's butlers online. They will receive feedback instantly and efficiently.

In addition, the hotel has also leveraged social media tools and channels, encouraging guests to share their travel experiences, according to Albar.

"We have received many constructive suggestions via social media and they help us to further improve our service and product quality," he said.

"We also use social media platforms and iWOM(internet 'word of mouth') to spread our hotel's happenings and promotions to our guests, which we found is a very cost-effective and efficient way," he said.

"Over the past decade, the hospitality industry has gone through tremendous changes," he added."In this course, digitalization has emerged as a key performance indicator for all hotels. I think being digitized will play a greater role in the near future, opening endless possibilities."

Given its prime location, cutting-edge facilities and excellent services, the hotel has established a good reputation in the market since it opened three years ago.

According to the hotel, it has meeting space of 3,000 square meters, including the 1,400 sq m Astor Ballroom with a 95 sq m built-in LED screen, 11 meeting rooms and two executive boardrooms, which are suitable for all kinds of business occasions.

"The pandemic has indeed had an effect on the hospitality industry and added some uncertainty. But for us, we will continue to meet the needs of our guests by offering an uncompromising level of bespoke and anticipatory service and delivering flawlessly by our signature St. Regis butler service, which is at the heart of everything we do," Albar said.

According to the hotel, it has arranged a series of exclusive offers and packages, such as a collaboration with the British luxury car brand Bentley for the hotel's signature afternoon tea.

For summer vacations, the hotel will launch various room packages to meet the needs of different customers, such as the Family Traditions package, Romantic Staycation package and Friends Celebration package.