Pan Pacific Seattle Sets New Benchmark in Hospitality Standards with Customer-Centric Technologies
The move was taken to enhance guest services at the recently opened Pan Pacific Seattle and to bring new definition to the guest experience with the introduction of high technology solutions that enable the delivery of outstanding customer service at every touch-point and guest interaction.
“Pan Pacific Hotels and Resorts continuously seeks customer-centric technologies to enhance the service standards in all the company’s properties and reaffirm our service guarantee. The Group has drawn on the latest developments in technology and is currently implementing amenities and services to provide the best in guest service and experience. Our aim is to move from a point-of –sale model to a point-of-service model by placing business applications in the hands of all associates and enabling a more efficient service process, ultimately to the benefit of our guests. We strongly believe that the new technologies enable a non-silo workforce that will improve customer satisfaction and increase productivity,” commented Mark Fancourt, Corporate Director of Information Technology, Pan Pacific Hotels and Resorts.
Mobile workforce heightens efficient and seamless customer service
Service staff at Pan Pacific Seattle is the first within the group to use PDA devices supported by FCS Connect, a task management system which was developed in collaboration with Pan Pacific Hotels and Resorts. Associates are able to be increasingly mobile and can accept and respond to requests as well as create and submit job requests at the point of service, without the need to return to the service counters or desks to do so. This results in a faster response time, benefiting the guests. The FCS Connect task management system also ensures a smoother integration of front- and back-of-house operations by routing guests’ requests to the relevant department to activate the service process. Staff can also send text messages to communicate with colleagues. This will help the hotel provide a more efficient and seamless customer service.
Ease of connectivity for the savvy traveler
Guests and visitors to Pan Pacific Seattle will enjoy unparalleled ease of free and speedy access to the Internet via wired and wireless broadband connectivity provided by interTouch throughout the entire hotel. Guests will also be able to send print jobs to a designated printer to print their documents and photos from any location in the hotel. Guests who do not require any staff assistance can use the self-managed Business Centre to print documents and access the Internet or for any business activities.
Convenient and faster response time
With Avaya’s telephony and communications technology, guests no longer need to speak to service staff to organise luggage pick-up or valet service. A guest needs only press the appropriate phone buttons to initiate the selected service as the hotel telephony system is fully integrated with the FCS Connect task management system. This “push for service” will shorten guest response time and automatically process their requests. At the same time, with the new technology platform, the hotel can identify and track the purpose of the calls so that staff can be more efficient in responding to guests’ request. Avaya’s softphone technology also gives hotel staff the ability to communicate on the move. Their own phone extensions are deployable on their PDAs allowing for constant contact for the convenience of their customers and the operation.
John Stoddard, General Manager of Pan Pacific Seattle added, “The hotel has been designed to provide personalized and individualized service to each and every guest and we have certainly delivered that with the roll out of these latest tech-focused services. In today’s world, embracing technology is key as we strive to create a most pleasant and unforgettable stay for our guests. We will continue to set new service benchmarks in order to continue accommodating our discerning customers with more innovative services.”
About Pan Pacific Hotels and Resorts
Headquartered in Singapore, Pan Pacific Hotels and Resorts is a leading hotel management company in the Pacific Rim region. It has a portfolio of 20 hotels with over 7,000 rooms in 11 countries throughout Asia, the Pacific and North America. It has offices in San Francisco, London, Singapore, Hong Kong and Tokyo. Pan Pacific Hotels and Resorts is a founding member of the Global Hotel Alliance. For more information, visit panpacific.com
About Global Hotel Alliance
Global Hotel Alliance currently comprises 7 luxury brands encompassing 153 upscale and luxury hotels with over 46,000 rooms in 39 different countries. Each brand is a key player in their main region of operation: Kempinski in Europe, Middle East and Africa, Omni in North America, Pan Pacific in the Pacific Rim, The Leela Group in India, Dusit in Thailand, Landis in Taiwan and China, and Marco Polo in China and Hong Kong. GHA will continue to grow to include selected hotel brands in those regions not currently covered by the alliance. For more information, visit www.globalhotelalliance.com
For more information, please contact: Brenda Tan Marketing Communications Manager Pan Pacific Hotels and Resorts 7 Raffles Boulevard, #01-050 Marina Square, Singapore 039595 DID:(65) 6622 2311 Tel: (65) 6622 2300 Fax: (65) 6334 8552 Email: firstname.lastname@example.org Urban Scoop Consultancy Joanna Ong, Director Mobile: (65) 9687 7910 Email: email@example.com