何が一番好きですか？
Digital transformation is a trending topic within the hotel industry, however, many processes and procedures are still done in a traditional sense.
Pullman Bali is a 365 room property with a high demand in extra services such as in-room dining, spa reservations, day-tour bookings and more. In order to meet guest expectations and optimise communication, we started looking for a fast and more modern solution than a simple landline phone.
We completed trials with an in-room tablet that was capable of all these services. The results were good, generating a considerable increase in revenue in all outlets. However, the investment was simply too large compared to the increase we saw in revenue. On top of that, the cost structure was based on the rooms available, rather than rooms occupied. We also noticed that nowadays every single guest already has their own device, and in some cases, two or more.
The logical solution is a bring-your-own-device model.
This led us to Alfie. The Alfie subscription model is low cost, which is ideal for low-occupancy periods. It is suitable for all devices (iOS, Android, tablet, etc), making it accessible to all our guests. The multilingual chat lets us tap into markets that are not able to pick up the phone or are unable to read the menu. Speaking to guests in their native language also improves engagement and positive reviews.
The scalability of Alfie offers potential to not only provide this service to the guests of Pullman Bali, but also Accor's entire network of hotels.
For us, Alfie fully covers all aspects necessary for our hotels to have confidence in our long-term viable digital solution.
何が嫌いですか、または改善できると思いますか？
One big advantage of Alfie is the personalisation aspect. We've had several points of feedback for our property specifically and this could easily be adapted towards our needs. For example, a food and wine pairing that would appear once a dish is selected.
