The programme in practice
It would be premature to ascertain the successes or failures of the project at this stage. However, preliminary feedback has been positive.
“It’s not something we invented. The concept, information, software and framework were there but with a different look and feel. We took it to a whole new level,” says Rupasinghe.
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“We have created a channel to get in touch with guests, and we are able to present information and services in a faster and more personalised way.
“But we may not have realised the entire product to the benefit of the hotel yet; it’s just the beginning. With time, we will get feedback from people.
“I think this is the best way to go forward because people are mobile and they use their devices now more than ever. There is always an opportunity to create revenues as well.”
The results to date
The new system is being used by both front and back-of-house departments, and feedback has been encouraging.
Kempinski Mall of the Emirates executive housekeeper Pamini Hemaprabha comments: “I have personally interacted with a few guests and they have really liked this concept. We have iPad menus in our restaurants, hotel services on iPads in the rooms, technologically rich and innovative TVs.
Referring to guest requests being received via the traditional in-room telephone and the iPads, Hemaprabha claims there has been an “80: 20 split”, with 20% of guests now opting to use the iPads. However, most of the housekeeping requests are reportedly coming through the iPads now.
She explains: “Housekeeping alone on very busy days gets up to 290 requests a day, and the majority of them are coming through iPads. So we do have guests who are enjoying using this technology. It’s still very new and will move up with time.”
Rupasinghe adds: “You will always have people who do not speak good English. And why would you want to go through the hassle of making someone understand you when you can communicate through the iPad.
“It is an 80: 20 split only because it is very new and people lack the confidence. I think in due time the hesitation will be eliminated. Another six months down the line and we’ll be able to materialise the full potential.”
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