Iconic Australian Hotel Caters to Tech Savvy Guests with In-Room Mobile Tech
Royal on the Park is one of Brisbane’s most iconic hotels, with a rich history of tradition and exceptional service. Refreshed and refurbished in 2016-2017, the interior renovations have enhanced the full-service nature of the hotel, better serving the needs of today’s guests whilst retaining the classic elegance and superior service of the hotel’s 1960’s roots.
As we saw more and more millennials and tech-savvy business travelers staying at the hotel, we needed to find new ways to cater to their preferences and began to search for a platform that would allow us to meet them on their mobile devices. We also wanted to create efficiencies and meet the fast pace demand of our customers.
Millennials are now the fastest growing segment in the hospitality industry, currently commanding around 30% of total bookings. This percentage is expected to increase, up to 50% by the year 2020. This demographic – born between the years 1980 and 2000 – is extremely technology-focused, wanting to engage, organize, share, and customize their travel experience via mobile while demanding a superior level of personalized service.
Additionally, our non-millennial guests are engaging more and more with technology and seeing the benefits and efficiencies it creates. Looking forward into this digital future, Royal on the Park wanted to provide a comprehensive guest mobile experience and open up new revenue opportunities, while also giving our staff the tools to be efficient on the back end.
Los Angeles-based KEYPR addressed all of those needs on one single platform. The platform was easy for us to work into our existing operations and allowed us to create a personalized experience for our guests. It also allowed us to improve staff communication, service quality, as well as streamlining productivity.
Digital booking is steadily increasing and expected to reach $190 billion by the end of 2017, with 40% of those bookings originating on smartphones. Guests expect to use these devices throughout every stage of travel as mobile is the primary means of communicating with a hotel, from booking to follow-up to on-property communication.
Guests of Royal on the Park can now expedite check-in, manage their reservations, make service requests, and ensure a speedy check-out through an in-room tablet and custom mobile app. They also have the option to access a directory of hotel services including dining, entertainment and more.
The in-room tablet/mobile app also allows for increased operational efficiencies with back-end solutions and intuitive tools for staff (and management) that provide visibility into guests needs, both during and after their stay. For example, the GEMS system allows hotel staff and management to track service requests and manage resources, as well as view detailed analytics. Top requests for the property include room service, extra towels, late checkout, and housekeeping. So far, the tablets have attained a 90% overall engagement rate.
Working with the client services team, Royal on the Park was able to customize the platform to meet our needs, highlighting our brand on both the marquee and tablet while including targeted promotions to further engage our guests. For example, one of our featured restaurant specials received total impressions well over 500K.
At Royal on the Park, we know that millennial travelers demand more in terms of digital functionality, quick responses and personalized experiences. With this technology platform in place, we will be able to deliver a superior experience and enhance customer service from the moment a guest chooses to stay with us until they write their final review.
Jan Schutt is General Manager of the Royal on the Park Hotel in Brisbane, Australia. Situated near the Botanic Gardens on the Brisbane River, Royal on the Park is one of the city’s top 4.5-star luxury hotels for business and holiday stays.