PARKROYAL COLLECTION Marina Bay Takes Operational Efficiency to The Next Level with Vouch
Hotels under the Pan Pacific Group are taking gigantic steps towards operational efficiency, with properties under the chain partnering with Vouch to ensure a smooth transition into the ‘new normal’ as borders reopen.
Formerly known as Marina Mandarin Singapore, PARKROYAL COLLECTION Marina Bay underwent a transformation before reopening its doors in December 2020 to reveal its breath-taking paradigm of an urban “garden-in-a-hotel”. The inspired concept and stunning interiors had staycationers flocking to the hotel since its very first day of opening, resulting in peak occupancy rates daily.
To manage this amazing market response, PARKROYAL COLLECTION Marina Bay teamed up with Vouch to create IRIS, a Digital Concierge powerful enough to assist its Front Office, Concierge, Housekeeping and F&B departments with their day-to-day operations. With IRIS, the hotel was able to tackle the large influx of guests to deliver the kind of service excellence that the Pan Pacific Hotels Group is renowned for. Here, we take a look at how Vouch has helped streamline the operations at PARKROYAL COLLECTION Marina Bay.
Facing the issue of a reduced headcount, the hotel’s management made a strategic decision to turn to digitalisation for answers. In this regard, Vouch’s Digital Concierge was effective in reducing calls pertaining to guest enquiries to its call centre by more than 25%, in addition to greatly reducing the number of dropped calls experienced. PARKROYAL COLLECTION Marina Bay guests also got their questions answered more quickly via the Digital Concierge, as it eliminated call centre waiting times and the need to approach the concierge in person.
Additionally, the Vouch Digital Concierge’s intuitive interface has made it extremely accessible for both users and administrators. For example, our self-service facility booking module is widely used in this hotel for controlling the usage of guest facilities. Through the automation of guest facilities access alone, a significant amount of manpower is conserved by forgoing the need to station hotel personnel at each facility’s entrance on a daily basis.
In the hotel’s opening month, 87% of its guests self-serviced the booking of gym and pool slots through IRIS without the assistance of staff.
Green & Environment
With sustainability emerging as a clear theme through the many improvements made to the property during its renovation, digitalising its communications allowed PARKROYAL COLLECTION Marina Bay to further reduce the hotel’s carbon footprint. Information once printed in hotel compendiums and notices is now available paperlessly via the Digital Concierge, allowing the hotel to furnish its guests with the most up-to-date information while staying true to its environmental commitments.
Convinced of Vouch’s efficacy in aiding the operation teams during their opening months, the PARKROYAL COLLECTION Marina Bay Front Office has seen fit to integrate a verbal introduction of the Vouch Digital Concierge to their guests upon check-in into their process, maximising man-hour savings for the operation teams that can be dedicated to creating memorable guest experiences worthy of the PARKROYAL COLLECTION brand.
“Vouch has been a huge support in helping us manage operational workload with the creation of our Digital Concierge, IRIS. Since the FAQs are now easily accessible on IRIS, our call centre is receiving less calls pertaining to enquiries, and our dropped call rates are significantly reduced. IRIS is an intuitive platform that is easy to use and our guests are appreciative of this digital interaction provided to them for access at any time of the day. The customer success team assigned to our hotel is highly responsive and quick to come up with creative solutions to ensure our service standards are kept high, while providing our guests the best possible stay experience.” – Nadia, Front Office Manager
Interested in the Vouch Digital Concierge? Get in touch with our business development team for a demonstration!