Shangri-La Circle pioneers the future of hospitality with innovative technology

In response to the evolving needs of modern travellers, Shangri-La Circle has introduced advanced technology to enhance service delivery and guest satisfaction. Recognising the shift towards contactless interactions and the preferences of tech-savvy guests for digital communication, Shangri-La has proactively developed solutions that cater to these trends while optimising staff efficiency.  

One such innovation is the incorporation of NeXRobot technology, designed to offer a seamless and connected service request experience. This technology enhances guest convenience by providing instant access to in-room amenities through digital channels, significantly reducing the need for physical contact and minimising the workload for frontline staff. 
 
NeXRobot operates through the WeChat Mini Programme, allowing guests to easily access and request amenities without the need to download a separate app. By simply scanning a QR code displayed on the in-room TV screen, guests can browse and select the services they need. 

The availability of the amenities is reflected in real-time, ensuring that guests are informed of what’s available at any given moment. The robot then retrieves the requested items from an amenity vending machine and delivers them directly to the guest’s room, notifying them upon arrival.  

In addition to in-room service innovations, Shangri-La has also reimagined the check-in process to meet the expectations of today’s travellers. The traditional check-in process, which often involved long waits at the front desk, has been transformed with the introduction of a smart check-in system that includes mobile key access and self-service kiosks. 
 
The multi-channel check-in experience offers guests the flexibility to choose between online and on-site options, allowing them to bypass the front desk and head directly to their rooms. Developed in-house, the online mobile check-in feature leverages the Shangri-La Circle app, enabling guests to complete the entire process online – from retrieving reservations to providing personal information and payment pre-authorisation.  

Once check-in is completed, guests can activate their digital room key through the app, which serves as a bluetooth key to access their rooms, elevators and hotel facilities. For those who prefer an on-site option, self-service kiosks are available, ensuring a seamless and personalised check-in experience.  
 
This streamlined process has reduced the wait time by 80%, significantly easing the workload for front desk staff. Within the first month of implementation, the smart check-in system has achieved a notable adoption rate, demonstrating its positive impact on guest experience. 

Shangri-La Circle has also crafted a comprehensive booking experience that is deeply informed by an understanding of user needs. By focusing on different customer segments, we have developed an immersive, user-centric booking journey. The enhanced hotel booking flow features more flexible room choices and customisable add-on experiences, ensuring a smoother and more enjoyable process for all guests. Through the optimisation of this flow, Shangri-La Circle consistently exceeds customer expectations, delivering joy and satisfaction while setting new standards in usability and accessibility. 

Additionally, Shangri-La Circle empowers over 100 local hotels in more than 20 countries to personalise their communication strategies and effectively capture customer needs. By providing a one-stop platform for automated local marketing campaigns across multiple channels, convenience and efficiency are enhanced. This platform integrates the internal and external systems for point promotions and digital voucher management, enabling automated configuration that delivers over 100 personalised customer journeys. As a result, the communication reach, campaign responses, and overall customer satisfaction are significantly uplifted. 

Shangri-La’s commitment to technological advancement has been recognised with accolades at MARKETING-INTERACTIVE's DigiZ Awards Hong Kong 2024, where the group secured wins in four categories:  

• Best Omnichannel Strategies (Silver) 

• Best Marketing Automation Platform (Bronze) 

• Best UI/UX Design (Bronze) 

• Best Phygital Experience (Bronze)  

These awards celebrate innovation and excellence in Hong Kong’s tech industry, underscoring Shangri-La’s leadership in driving technological progress within the hospitality sector. 

This article is sponsored by Shangri-La Circle.