Hospitality Technology & Innovation

Hospitality Technology & Innovation Case Studies

Pullman Singapore Orchard was looking to manage operations more efficiently and streamline their manpower required for both the front and back of house without compromising of guest experience. The two areas which SOH helped Pullman look at were check-in experience as well as smart room automation. 





Self Service Check In

Together with our vendors, SOH developed and implemented self-check-in solutions for Pullman Singapore Orchard so that guests can conveniently check into their rooms without having to wait for their turn at the check-in counter. The solution includes a mobile app, which provides guest access to the hotel’s services, and a kiosk. The design of the kiosk seamlessly integrates with the hotel’s interior and retains the elegant design of the hotel lobby. It is equipped with scanners for guests to scan their passports or NRICs and has a camera to detect their faces and verify their identities. After checking in using either service, the guests will receive a digital key on the mobile app, and they can use it to scan at the door of their room to gain access.

Smart Room System
Aside from self-check-in solutions, SOH also designed the process within the Pullman Hotel smart rooms with controls connected to their e-housekeeping system. These controls allow guests to choose to have their rooms made or not to be disturbed. These requests are sent to the system and inform room service attendants so they can tend to guests effectively without having to check each floor manually. Additionally, the smart room automatically adjusts the room temperature to reduce the energy usage of air conditioners when the guests are not present. The smart room is equipped with two presence sensors, one in the main room and another in the bathroom, to detect guests’ presence. Once both sensors have detected no movements, the smart room commences its energy-saving procedure.


 

A local travel agency has been providing in-person briefings for their travellers so that they can brief the travel groups about their trip details before departure day. The travel agency was seeking ways to make this process more engaging and efficient for both their staff and travellers. 



A team from SOH derived a customised workflow solution involving the use of using interactive AI briefing video as the main tool to share trip details during the pre-departure briefing, allowing the better management of their pre-departure tour briefing as well as reduction in manpower and processes to conduct the briefings.

Recognising the digital skillsets of the employees of the travel agency, SOH set up the initial video of the tour briefing templates and leveraged the use of AI avatars to ‘conduct’ the briefing through the pre-programmed script. To ensure the sustainability of this outcome, the interactive AI briefing video is intuitive and easily customisable into multiple screens ranging from mobile to desktop, providing easy navigation for less tech-savvy employees of the travel agency. With a few simple clicks, employees with basic digital skillsets can update the content in the text boxes as and when needed after completion of their training with SOH.


 

Attractions with large square areas have identified a need to improve the wayfinding to enhance their visitor experience. Large square area attractions like the Singapore Zoo and National Gallery Singapore have faced issues where visitors often find it challenging to navigate around the attractions or seek out key exhibits and artefacts.

Thus, the attractions were looking for ways to leverage technology to enhance the visitors' experience. 


 

Together with our technology partners (Vouch & Drop), SOH Hospitality Solutions Centre (HSC) developed a digital wayfinding with concierge solution within the attractions. The objective behind the solution was not only to address the issue of better navigation, but also to provide information and answers to the visitors at the attraction. The HSC team assisted with the information gathering for the attractions to build the initial prototype of the digital way finder/concierge. Upon completion of the minimum viable product, we launched a trial with the visitors to refine the user experience before the attractions rolled out the solution. 

Minimum-Viable-Product
Minimum Viable Product

Trial-of-Minimum-Viable-Product1
Trial of Minimum Viable Product

Trial-of-Minimum-Viable-Product2
Trial of Minimum Viable Product at Singapore Zoo


With the manpower crunch in hospitality, hotels were facing the issue of manpower shortage. M Social had particularly wanted to resolve the issue of guests’ dissatisfaction arising from manpower shortage to deliver requests to rooms.


 

RP Hospitality Solutions Centre (HSC) collaborated with Savioke to develop and implement the solution of Autonomous Delivery Robots in M Social Hotel. Our implementation also included the mapping of the delivery paths within the hotel and calling of lifts to be able to access different levels.

The Service Delivery Robots allowed M Social to send requests up to Rooms without incurring additional headcount. M Social saw the following productivity outcomes upon implementation of the solution:

  1. 900 deliveries per month
  2. < 10 mins for each delivery
  3. Average Customer Satisfaction Rating of >4 out of 5 stars
Autonomous_bot

 


 

What is Voice AI?

Imagine a guest room where:

  • A “Genie” can unlock every hotel experience and service with just your voice.
  • Language is never a barrier.
  • A butler is always available but never physically intrudes on privacy and personal space.
  • Intelligence is built into the room experience via the power and accelerated learning of GPT.

 


     

    RP SOH is collaborating closely with Voice AI partners to integrate this intuitive service solution into hotel guest rooms, addressing several prevailing challenges in Singapore:

    • Manpower shortage
    • Implementing paperless operations
    • Decluttering guest room setups
    • Insufficient time and resources for staff training
    • Mitigating service lapses

    That’s Voice AI!

    • Multilingual
    • Ecosystem Integration-ready
    • Data Collection & Analytics for Data-Guided Business Outcomes
    • Customer Profiling & Analytics for Deeper Personalisation

    Voice_Assistant