Información práctica: solución de servicio inteligente de Ctrip Hotel Group: estudio de caso de hotel

Practical Insight: Smart Service Solution for Ctrip Hotel Group

Client Group: Ctrip Hotels Group is a chain of high-end hotels operating in major cities around the world, focusing on providing superior accommodation experiences for high-end business and leisure travelers. The hotel's key customers include international business travelers and leisure tourists seeking luxury experiences

Client Objective: The hotel aims to improve customer satisfaction through the use of advanced technology and to optimize the check-in and check-out process for customers, making it more efficient and personalized. In addition, the hotel wanted to use technology to enhance customer interactions and perceived information to be received in a pleasurable and satisfying stay experience.

Technical Challenges:

· Peak hour traffic management: how to handle a large number of customer check-ins and check-outs quickly and efficiently during peak tourist periods.

· personalized service provision: how to automatically provide personalized advice and services based on the customer's historical preferences and behavior as well as advertising insertion flow clear and dynamic presentation of the promotion needs of rational design

· data integration and real-time feedback: how to collect and analyze customer data in real time and quickly transform feedback into service improvement.

Specific solutions: To meet these challenges, an intelligent self-service terminal system was introduced specifically for the hotel, which includes:

· Self-service check-in/check-out terminal: equipped with biometrics technology, it supports facial recognition and fingerprint identification to speed up the customer identification process.

· Customer Data Management Platform: uses advanced data analytics tools to collect customer feedback and preferences in real time and automatically provide customized service suggestions to customers.

Application design board innovation and practical needs: the system design is perfectly integrated into the combination of software and hardware, through the technology and design put dynamic high-quality hotels to put the advertisement insertion fusion as a whole, to expand the quantization of information and the presentation of the advertisement is more natural to publicize this hotel, the terminal is also designed with multi-language support function, in order to meet the needs of international travelers.

Utilization Effect and Revenue Impact: Since the introduction of the smart self-service terminals, the hotel's average customer check-in time has been reduced by 70% and check-out efficiency has increased by 60%. This change has dramatically improved customer satisfaction and significantly reduced the workload of front desk staff, allowing them to focus more on delivering value-added services.

Client feedback and customer testimonials: Customer feedback has been extremely positive. A business customer who travels frequently commented, "The hotel's self-service system has revolutionized my check-in experience; I can complete all the formalities in a few minutes, which is perfect for a busy schedule." Leisure travelers expressed similar satisfaction, with one family traveler stating, "The smart room system surprised our whole family, and the kids especially enjoyed controlling the room amenities with their voices."

Through these innovative applications of technological kiosk products, Ctrip Hotel Group has not only improved the quality of customer service, but also strengthened the brand's competitiveness with a group of customers who expect fast, seamless and highly personalized service during their stay