SERVICED APARTMENTS
Room2 Southampton offers mobile check-in
with personal interaction from a multitasking front-of-house team
Meanwhile, in one session that aimed to predict the state of the sector in the year 2025, Mark Harris from the Travel Intelligence Network shared research revealing 47 per cent of corporates believe that the experience of the stay is as important as cost; mobile also featured in the conversation, but the serviced apartment sector was slow to embrace it as a booking platform. A lack of business systems integration was also hindering buyers using the available technology. “People [in 2025] will expect to have a conversational
booking experience via mobile and be able to look through photos and videos – an experiential guide to where they are staying,” said FCM’s Newns. Harris pointed out that by 2025 everyone would be talking about accommodation not serviced apartments, a point corroborated by Jan Jacobsen, global accommodation manager at AIG: “By 2025, there won’t be a dedicated show for serviced apartments.”
PUSHING THE BOUNDARIES Better technology integration is being used to address problems with booking, both for individuals and to create more streamlined commercial operations for the buyer. For example, Frasers is developing an app to support reservations and to give guests access to local amenities. It is also installing revenue management system Duetto throughout the portfolio. “Duetto has a leasing module which helps us assess the value of a long-stay booking, to make sure we can maximise the number of long stays, while helping to fill any remaining gaps with short visits,” says Rebecca Hollants van Loocke, chief operating officer EMEA, Frasers Hospitality Group. Cheval Residences is pushing the boundaries with tools that include Knowcross and What3Words. Knowcross enables rapid communication between staff. If a guest arrives early, a maid can be dispatched to prepare their room; if housekeeping finds a maintenance defect, they can inform the maintenance team instantly, so that an in- dividual does the job and logs it when it has been resolved. What3Words divides the world into 3m squares and allots three words to them and Cheval uses it to map all properties. These details are on the Cheval website but will eventually be sent out with booking confirmations. SACO’s app can capture a guest’s ID and limits the paper- work at the front desk. “It makes check-in faster and aids in GDPR compliance,” says director of IT Daniel Dickinson. Adagio, meanwhile, is improving its internal data system to better record customers’ preferences. “This allows us to put in place personal touches before the guest arrives, ensuring they have the best possible experience during their stay,” says deputy chief executive Karim Malak. It also saves guests time on arrival and departure. Chromecast is on trial at Citadines Barbican London and
pocket wifi gives portable internet access to Ascott guests in Singapore. Butler robots in Ascott Raffles City Beijing and Ascott IFC Guangzhou take guests to rooms, provide concierge services and refill room supplies. Elsewhere, Gary Lewis, director and owner of system
integrator Cornflake, says he sees voice activation as the future with integrated music collections such as Spotify,
130 SEPTEMBER/OCTOBER 2018 WE HAVE INCREASED THE
VOLUME OF BOOKINGS BY ABOUT 50 PER CENT, OUR PARTNER RATES ARE SAVING AT LEAST 25 PER CENT OFF HOTEL RATES
Butler robots in Ascott Raffles City Beijing and Ascott IFC Guangzhou escort guests to rooms, deliver packages and provide concierge services
23.7%
capacity increase over the past two years
GSAIR 2018/19 (6,000 polled)
buyingbusinesstravel.com
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