Smart solutions for reopening hotels

After months of standstill resulting from the Covid-19 pandemic, hotels are now finally allowed to reopen, offering staycations to travel-starved locals. Faced with strong demand, some hotels were quick to resume operations, only to encounter challenges not previously faced before.

To ensure guests’ safety, hotels now had to implement numerous safety management measures that placed additional demands on an already lean workforce. A quick check on TripAdvisor reveals a flood of poor hotel reviews, with customer complaints ranging from unattended phone calls to overall lacklustre service.

Yet, with the right digital integration to your standard workflow, operational excellence and brand standards need not suffer, and such challenges may easily be turned into strengths. If your hotel is currently facing the aforementioned pain points, Vouch’s Digital Concierge may just be the solution you are looking for – one that has already been tested and endorsed by hotels high-end and boutique alike.

Vouch’s Digital Concierge is an automated guest-services liaison powered through guests’ personal mobile devices – with no app or additional hardware required from hotels. Manage interactions throughout the guest journey with Vouch’s intuitive and contactless solution.

1. Pre-arrival

Communicate with your guests early to prevent hiccups and create opportunities to surprise and delight for special occasions. Capture their pre-stay purchases e.g., champagne add-ons, flower bouquets, proposals room set up etc, and secure a healthy RevPAR even before their stay even starts.

2. Check-in

Control crowd sizes in your lobby, especially during check-in times, by offering guests their choice of check-in time to encourage staggered check-ins, allowing your hotel to anticipate and deploy manpower efficiently for an ideal arrival experience.

3. Concierge Services

Free up manpower at the concierge and reception counters while offering guests convenient access to information about and around the hotel with Vouch’s Digital Concierge, available 24-hours, 7 days a week. 

4. Facility Booking Management 

Automate facilities-usage management by allowing guests to pre-book their timeslots for amenities such as gyms, swimming pools and restaurants. Maintain stipulated occupancy limits hassle-free while avoiding customer disappointment resulting from unregulated facilities access.

One of our hotel partners, Andaz Singapore, received more than 580 bookings for their poolside alone just 5 days after the system was launched!

5. Housekeeping Item Request

Eliminate guest complaints from unattended housekeeping phone calls with Vouch’s Housekeeping Request module by allowing guests to request housekeeping items directly from their mobile devices.  


6. In-Room Dining

Increase Room Service revenue with Vouch’s Room Service Catalogue, where guests can browse menus and place orders the same way they make online purchases. Orders are sent straight to the kitchen through our integrated system, minimising the risk of human error made during order taking.

This September, Vouch was responsible for over 70% of the revenue generated through room service and poolside ordering at Andaz Singapore, greatly reducing the time needed for their staff to process orders physically and by phone.


7. Restaurant Dine-in

Cross-sell F&B offerings and take a load off from your service crew with Vouch’s Restaurant Dine-in Catalogue. With mobile menus accessible directly through guests’ phones, customers can skip the printed menus and place orders directly to the kitchen without any assistance from service staff.


8. Feedback

Communicate directly with staying guests, capture real-time feedback and engage in service recovery all through Vouch’s Digital Concierge minimising occurrences of poor post-stay reviews on public websites and giving overall hotel ratings a boost.

Many of these Digital Concierge features have longevity beyond the present coronavirus pandemic and if your hotel is still looking to digitalise for improved operational efficiency, talk to us about the latest hospitality solutions you can benefit from.

Interested in the Vouch Digital Concierge? Get in touch with our business development team for a demonstration!

“Vouch has been an amazing partner throughout our journey in reopening the business, after a short hiatus. The team has been quick in taking action in this new normal, and have worked hand-in-hand with our team to launch great new functionalities that not only help us to serve our customers better, but also brought Andaz Singapore into the future of hospitality,” – Nicole Loh, Marketing Communications Manager at Andaz Singapore.