Customer Background:

Taj Hotels, Resorts, and Spas is a powerful brand that is known globally for its impeccable services, picturesque locations, and opulence. It is one of the oldest and most reliable names in the Indian hospitality industry. Taj, with its long-running existence, has offered its guests class apart indulgences and experiences, and warm hospitality.

Problem Statement:

Taj Hotels, Resorts, and Spas is a chain of around 120 hotels across the globe. It would be a daunting task to keep track of and evaluate the requests made, the delivery time, and the quality of those requests for so many individual properties.
Comparison between the requested service quality at different properties would further bring distress to the management.
Thus, Taj Hotel could use a Request management system (RMS) that reduces manual intervention and eliminate the room for human errors in the request systems.
Sometimes, due to multiple requests made at the same time or unavailability of staff near phones due to different reasons, the guest calls go unattended. This results in a bad guest experience and a loss of repeat business and revenue.
The RMS would enable guest requests to directly reach the FCS system through automation, then to the respective user department, and ultimately to the concerned guest room.
Furthermore, the hotel could also benefit from C-level reporting system that displays request metrics for all Taj hotels across India for quick performance analysis by C-level executives.
The top-level management does not have the time and means of analyzing request management health and metrics for different hotels at different times.
Therefore, Taj hotel could use a multi-property request managementdigital system that displays all request-related information in one place to be analyzed and compared simultaneously to identify the service gaps in respective branches.

Approach:

Experts at BOTSHOT suggest that Freddie, a conversational AI Chatbot could be used to make the hotel RMS seamless and reliable.
Freddie would be available on a guest’s device and would also be integrated with FCS system. It would directly chat with the guest, gather their requirements and pass the information to the FCS system.
The user department gets notified by FCS and the requirement gets delivered to the guest’s rooms at the earliest.
This reduces the dependence of the hotel’s RMS on humans and makes the process more trustworthy by eliminating the room for human errors and time lost in confusion in some cases.
For the C-level reporting system, BOTSHOT’s experts came up with a digital solution that would display all the multi-property request-related information like the frequency and nature of requests for particular periods, the top performing departments, reviews and feedbacks, etc., with the help of the data stored on FCS on a single dashboard.
This information could be used by the top-level management for multi-property performance and overall request system health analysis of multiple Taj hotel branches across the country, on a single platform, at the same time.
The information could be viewed and analyzed on the dashboard with the help of various data visualization techniques like graphs, pie charts, etc.
The information could be further narrowed down hotel-wise, city-wise, zone-wise, and area-wise.

Benefits:

The Taj hotel chain would be able to capture multi-property guest experience at every step throughout the guest journey, for all its branches across India with these two sophisticated RMS systems.
The request made to request delivery time would go down by 80%.
The C-level reporting system would enhance request management system health by 72% and facilitate faster implementation of rectification measures.

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