EXPERIENCE
99 interfacing with PMS and allowing guests to seamlessly perform a room charge directly to their room folios .
EXPERIENCE
Aside from ensuring the smooth operation of its hotels , Ormond Group has found numerous opportunities to transform 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 .
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