Cross Hotels & Resorts, a hotel operator with properties across Asia, has introduced guestroom tablets in a bid to enhance its guest experience – acting on consumer insight that shows guests expect in-room tablet technology as part of a luxury hotel stay.
With properties in Indonesia, Thailand, Vietnam and Japan, Cross Hotels & Resorts is focused on delivering a memorable, high-quality guest experience. Consequently, the brand regularly conducts research into guest behaviors and expectations, with the latest findings revealing that guestroom tablets are becoming an increasingly anticipated guestroom fixture.
Recognizing the opportunity to increase both guest satisfaction and hotel efficiency, Cross Hotels & Resorts turned to SuitePad, a European provider of digital guest communication solutions for hotels, to implement its in-room tablet technology.
Designed to perform as a convenient, one-stop concierge, SuitePad’s tablets act as a digital guest directory, enabling guests to access key hotel services, including F&B ordering, laundry services, in-room entertainment, control of room cleaning services and all-important information for the hotel and surrounding areas. Guests can also book additional activities via the tablet, such as spa treatments, rounds of golf and more.
Furthermore, with anti-COVID measures set to feature prominently in future hotel thinking, the tablets help to reduce touchpoints and cleaning, as well as reducing guest-staff contact – meaning they add a layer of safety to the guest experience.
Cross Hotels & Resorts has embraced SuitePad’s in-room tablet technology at 4 of its properties, with plans to roll it out to all. The brand is seeking to make its services more accessible to guests by digitalising them and hosting them in one, clearly defined place.
For the hotel, they provide additional benefits by improving efficiency, making it easy to update information for each room, while also allowing for targeted guest communications to promote offers, experiences and even other hotels in the group.
The tablets are easy to wipe down and clean, enabling smooth compliance with COVID cleaning regulations, with direct staff-guest contact also lessening the risk of COVID transmission.
Moritz von Petersdorff-Campen, Co-Founder and Managing Director of SuitePad, said: “The target market of Cross Hotels & Resorts is young and tech-focused, so SuitePad’s tablets very much fit within the expectations of that particular demographic, helping to enhance the guest experience and suit their needs.”
He added: “Hotels are examining their processes now more than ever, and SuitePad’s offering helps to streamline operations, freeing up staff time through automated alerts and uniform updates. Gone are the days of having to go to each room to manually update guest information, as SuitePad allows you to easily refresh content across all tablets, while guests can also enjoy access to all they need at their fingertips.”
The first phase of the roll-out sees SuitePad tablets available to guests at X2 Pattaya Oceanphere, X2 River Kwai, Away Chiang Mai Thapae and Away Bali Legian Camakila. By the end of 2021, the digital concierge will be available across all Cross Hotels & Resorts properties.
Harry Thaliwal, CEO of Cross Hotels & Resorts, speaking of their experience of SuitePad, said: “Our guests are our absolute focus, and as a forward-thinking company we’re always ready to act on any opportunity to enhance our guest safety and experience to ensure a seamless stay. For us, SuitePad offers the right solution as we look to accelerate our growth trajectory across Asia Pacific. The feedback so far on SuitePad has been brilliant!”